We explored the future of the channel in our recent “Email Marketing in 2020” report, where we asked 20 experts to share their vision for how email will change over the next several years. Their thought-provoking predictions touch on the subscriber experience, inbox functionality, deliverability, design and coding, the technology provider landscape, and much more. In this webinar, Litmus VP of Marketing Justine Jordan and I will discuss 8 major themes from “Email Marketing in 2020.” Along the way, we’ll share the perspective of our amazing contributors, whose advice will help you get ready for the changes ahead. Justine and I will also share the results from our surveys of thousands of consumers and marketers about key trends. Join us to get a head start on preparing for the future of email marketing!

1. 8 Trends That Will Define the
Future of Email Marketing

2. For our Email Marketing in 2020 report,
Litmus surveyed thousands of consumers
and marketers and asked 20 experts
about what email marketing will look like
in the year 2020.
@chadswhite @meladorri @litmusapp

3. Their thought-provoking predictions
touch on the subscriber experience,
inbox functionality, deliverability, design
and coding, the technology provider
landscape, and much more.
@chadswhite @meladorri @litmusapp

4. Chad White @chadswhite
• Research Director at Litmus
• Author of Email Marketing Rules
• Written thousands of posts and
articles on email marketing
• Quoted in over 100 publications,
including The New York Times,
The Wall Street Journal,
and USA Today
@chadswhite @meladorri @litmusapp

5. @chadswhite @meladorri @litmusapp
Justine Jordan @meladorri
• Email critic and popular industry
speaker
• VP Marketing at Litmus
• Recipient of the 2015 EEC Email
Marketing Thought Leader of the
Year award
• Producer of The Email Design
Conference

6. Over the next 45 minutes, we’re going to
discuss 8 major themes from the report:
1. Channel Stability
2. A Single View of the Customer
3. Hyper-personalization
@chadswhite @meladorri @litmusapp

7. 4. Machine Learning & Automation
5. Inbox Landscape & Functionality
6. Interactivity
7. Minimalism
8. Compliance & Privacy
@chadswhite @meladorri @litmusapp

8. Theme #1
Channel Stability
from Email Marketing in 2020

9. Needless to say, all of our email experts
predicted a bright future for the channel.
And the marketers we polled were
generally quite optimistic as well…
@chadswhite @meladorri @litmusapp

10. Most Marketers Foresee Even Higher
ROI from Email Marketing Efforts, with
46.5% anticipating higher returns and
only 33.6% anticipating lower returns
in 2020
@chadswhite @meladorri @litmusapp

11. We considered that email marketers might
be a little biased about the future of email,
so we asked 1,200 US consumers, who
told us…
@chadswhite @meladorri @litmusapp

12. Channels with Staying Power
70.0% of consumers say that email will
still exist in 10 years. Consumers were
less certain about the future’s of
Facebook, Cable TV, and all the other
channels we asked about.
@chadswhite @meladorri @litmusapp

13. @chadswhite @meladorri @litmusapp

14. 25-24 Year Olds Are Most
Bullish on Email, with 72.1%
of them saying they think
email will still exist in 10
years
@chadswhite @meladorri @litmusapp

15. AboveAverage Earners Optimistic about
Email, with 65.2% of consumers in
households making more than $60,000 a
year saying email will still exist in 10 years.
These consumers were less optimistic
about all other marketing channels.
@chadswhite @meladorri @litmusapp

16. Given that email’s current adoption and usage
rates, email marketing’s stellar return on
investment, and the fact that consumers
prefer email for commercial communications,
continued investments in email marketing are
very safe.
@chadswhite @meladorri @litmusapp

17. Part of email marketing’s stability
will come from it being integrated
into other channels as organizations
de-silo, leading to…

18. Theme #2
A Single View of
the Customer
from Email Marketing in 2020

19. Fully Integrated: 84% of
marketers agree that email will
be fully integrated with other
marketing channels 5 years in
the future
@chadswhite @meladorri @litmusapp

20. Today, the Single Customer View is a
myth for most businesses. This will
change as email is integrated with
other marketing channels within
Marketing Cloud services.
Dave Chaffey
Chief Executive Officer
& Co-founder
Smart Insights
@chadswhite @meladorri @litmusapp

21. With many brands spending the past two
years focusing on data and integrations,
I predict that the next several years will
focus on taking advantage of the
single view of the customer.
Cara Olson
Director of Direct Marketing
and eCRM
DEG
@chadswhite @meladorri @litmusapp

22. Successful organizations will break
down data silos and share data from
across the enterprise, creating a
consistent subscriber experience
across the entire lifecycle.
Eric Stahl
Senior Vice President of
Product Marketing
Salesforce Marketing Cloud
@chadswhite @meladorri @litmusapp

23. The convergence of marketing technology
with advertising technology is taking email
marketing to another level. Email platforms
will need to be able to integrate with platforms
that handle the anonymous marketing data.
Chris Lynch
Senior Director of
Product Marketing
Oracle Marketing Cloud
@chadswhite @meladorri @litmusapp

24. In the next 5 years, email will
be seen as not just a high-ROI channel
by itself but rather a platform that
integrates with and makes other channels
more successful.
Loren McDonald
Marketing Evangelist
Silverpop, An IBM Company
@chadswhite @meladorri @litmusapp

25. While still siloed in many organizations today,
in 2020, email will not only be used in
coordination with other channels, but
behavioral data from email interactions will be
used to power responses in other channels.
Loren McDonald
Marketing Evangelist
Silverpop, An IBM Company
@chadswhite @meladorri @litmusapp

26. Having that single view of the
customer will allow marketers to
send individually relevant emails
through…

27. Theme #3
Hyper-personalization
from Email Marketing in 2020

28. Completely Personalized: 76%
of marketers agree that all
email communication will be
completely personalized 5
years in the future
@chadswhite @meladorri @litmusapp

29. By 2020, hyper-personalization in marketing
will reach a significant level, along with
rules-based triggers, assimilation of the
mobile channel, and connecting data from
other channels and platforms.
Jill LeMaire Redo
Vice President of
Digital Strategy and Insights
Epsilon
@chadswhite @meladorri @litmusapp

30. Email marketers will leverage data to
create greater personalization, with a
single view of the customer, putting email
at the center of the convergence between
the physical and digital worlds.
Eric Stahl
Senior Vice President of
Product Marketing
Salesforce Marketing Cloud
@chadswhite @meladorri @litmusapp

31. Learning to drive loyalty with the use of
contextual data clues—time, geo-location,
weather, events, behavior, etc.—is gold. By
2020, the ability to use these data points to
inform campaigns will become the status quo.
Kristin Naragon
Director of Email Solutions
Adobe
@chadswhite @meladorri @litmusapp

32. We will see broader and more extensive use of
data…influenced by the Millennials’ concept
that there is no expectation of privacy. Email
has not taken advantage of the data-rich
environment that other digital marketing
channels enjoy.
Ryan Phelan
Vice President of
Marketing Insights
Adestra
@chadswhite @meladorri @litmusapp

33. We might not be far from achieving some of the
1-to-1 marketing that appeared in Minority
Report, but the impetus for change is going to
going to come as leaders in the younger
generation adapt to and evolve the incumbent
technology.
Ryan Phelan
Vice President of
Marketing Insights
Adestra
@chadswhite @meladorri @litmusapp

34. That hyper-personalization will be
so complex that marketers will have
to rely on…

35. Theme #4
Machine Learning
& Automation
from Email Marketing in 2020

36. Will machine learning, AI, and predictive
software ever determine the majority of
the content (subject lines, images, copy,
etc.) in marketing emails? 66.1% say
“Yes,” while 33.9% say “No.”
@chadswhite @meladorri @litmusapp

37. Machine intelligence will manage and
control the messaging to each individual
across channels, creating the truly
integrated experiences that are currently
talked about a lot but rarely delivered.
Tim Watson
Email Marketing Consultant
Zettasphere
@chadswhite @meladorri @litmusapp

38. In order to deliver a one-to-one experience,
customer data and content must be completely
divorced from one another and algorithms
applied that identify which content should be
delivered to which customer, and when.
Morgan Stewart
Chief Executive Officer
Trendline Interactive
@chadswhite @meladorri @litmusapp

39. The client-approval step will shift
toward reviewing content modules,
not full creative, and signing off on
targeting models, not customer
segments.
Morgan Stewart
Chief Executive Officer
Trendline Interactive
@chadswhite @meladorri @litmusapp

40. The content of broadcast email must be
personalised at huge scale. This includes
subject lines, which may involve elements
of AI to write the correct subject line for
each individual in a campaign.
Tim Watson
Email Marketing Consultant
Zettasphere
@chadswhite @meladorri @litmusapp

41. Not only will email messages be
smarter, but inboxes will be as well,
thanks to changes in the…

42. Theme #5
Inbox Landscape
& Functionality
from Email Marketing in 2020

43. In the past few years, we’ve seen a
number of new email clients but the death
of Mailbox is a sign of that trend reversing.
Fewer email clients means quicker testing
and more time for innovation.
Mark Robbins
Email Developer
Rebelmail
@chadswhite @meladorri @litmusapp

44. Email readers are going to get better and
better at helping recipients manage their
email by factoring in contextual information
and no longer simply displaying email by an
arbitrary factor like recency.
Daniel Burstein
Director of Editorial Content
MarketingSherpa
@chadswhite @meladorri @litmusapp

45. Inbox concierge services will organize our
messages based on our behavior and
preferences, pushing some messages to the
top, some into folders, or even acting on them
then hiding them with no human interaction at
all.
Paul Farnell
Chief Executive Officer
& Co-founder
Litmus
@chadswhite @meladorri @litmusapp

46. Enhanced inbox triage and productivity
tools are coming to market at the same
time as a greater level of sophistication in
fighting spam based on individual
recipients’ preferences.
Andrew Bonar
Founder
Deliverability Ltd.
@chadswhite @meladorri @litmusapp

47. Beyond further breaking down the
“first in on top” inbox paradigm,
inboxes will also have much
greater…

48. Theme #6
Interactivity
from Email Marketing in 2020

49. I see interactive as a huge shift
in email development. Early analytics
have shown far greater engagement from
users who receive interactive messages.
Mark Robbins
Email Developer
Rebelmail
@chadswhite @meladorri @litmusapp

50. Subscribers will be able to make purchases
right inside a marketing campaign, without
ever leaving their inboxes. Campaigns will
offer more of an app-like experience, too,
with embedded video and other interactivity.
Tom Klein
Vice President of Marketing
MailChimp
@chadswhite @meladorri @litmusapp

51. Expect the inbox to continue to morph into a
more dynamic environment mirroring the web.
Think images that change based on the time of
day the email is opened, relevant video based
on your preferences, and interactive features.
Simms Jenkins
Chief Executive Officer
BrightWave
@chadswhite @meladorri @litmusapp

52. Customer interactions will happen within the
email, brand app, or device that displayed the
message (like your refrigerator). You’ll make an
online purchase directly from an email by
simply using your thumbprint for authorization.
Cara Olson
Director of Direct Marketing
and eCRM
DEG
@chadswhite @meladorri @litmusapp

53. Actually, it’s more accurate to say:
Some inboxes will have more
interactivity, while other inboxes are
marked by their…

54. Theme #7
Minimalism
from Email Marketing in 2020

55. Wearables will have emerged in a major way,
heavily underscoring the need to move to
more contextual experiences. Messaging will
be short, providing immediate value—long-
form content will most likely get discarded.
Jill LeMaire Redo
Vice President of
Digital Strategy and Insights
Epsilon
@chadswhite @meladorri @litmusapp

56. Email will become more real time. This will not
only change consumers’ medium for
consumption, but also the frequency of
response, and possibly lead to shorter and
more instantly consumable message content.
Ryan Phelan
Vice President of
Marketing Insights
Adestra
@chadswhite @meladorri @litmusapp

57. By 2020, I expect the bulk of email
marketing to be similar to the experience of
Gmail’s Quick Actions. The whole message
will be the length of a current subject line
with a call-to-action.
Dan Denney
Front-End Developer
Code School
@chadswhite @meladorri @litmusapp

58. I believe email volume is going to increase
dramatically by 2020, but it won’t feel like it.
Inboxes will prioritize messages, many
email interactions will be brief, and many
emails won’t feel like emails at all.
Paul Farnell
Chief Executive Officer
& Co-founder
Litmus
@chadswhite @meladorri @litmusapp

59. New standardized data formats will be
pivotal in the next wave of email
communication: machine-to-machine
messaging. Email is the universal plumbing
that connects the Internet of Things.
Paul Farnell
Chief Executive Officer
& Co-founder
Litmus
@chadswhite @meladorri @litmusapp

60. Emails will be viewed more as messages,
and these will display on devices that are
part of the Internet of Things (IoT). Think
email-message alerts on your appliances,
when you start your car, walk into your
house, etc.
Cara Olson
Director of Direct Marketing
and eCRM
DEG
@chadswhite @meladorri @litmusapp

61. Given how distributed and pervasive
emails will be, there will be a greater
focus on…

62. Theme #8
Compliance
& Privacy
from Email Marketing in 2020

63. Tougher Laws Ahead: 46.8% of
marketers foresee stronger anti-
spam laws within 5 years, while
only 6.5% foresee weaker laws
@chadswhite @meladorri @litmusapp

64. The Internet of Things has the potential to
generate trillions of messages a day, and this
tidal wave of email could be laden with all
kinds of personally identifiable information
(PII), requiring more and more security.
Len Shneyder
Vice President of
Industry Relations
SparkPost
@chadswhite @meladorri @litmusapp

65. Email’s format will become even
more portable. We will see more of it
incorporated into things like smart
televisions and other Internet of Things
(IoT) devices.
Len Shneyder
Vice President of
Industry Relations
SparkPost
@chadswhite @meladorri @litmusapp

66. By 2020, ESPs being the authenticated
senders won’t be enough for end users.
ESP customers will have to authenticate
mail themselves. Overhead and
management will increase for both ESPs
and their customers.
Laura Atkins
Owner
Word to the Wise
@chadswhite @meladorri @litmusapp

67. We can expect users to demand the right to
opt-out of many data points that marketers take
for granted. Open tracking, device tracking,
location tracking, click-through behavior, and
other data may all be subject to subscriber opt-
ins and opt-outs.
Andrew Bonar
Founder
Deliverability Ltd.
@chadswhite @meladorri @litmusapp

68. The result of all these changes
and improvements is that subscriber
expectations are going
to rise to the point that…

69. No longer will email work “just because.”
Only smart, innovative, and highly dynamic
emails will drive interaction, and generic
blasts will get weeded out of the subscribers’
priorities, if not outright emotionally junked.
Simms Jenkins
Chief Executive Officer
BrightWave
@chadswhite @meladorri @litmusapp

70. Where best practice dictates that
permission, personalization, and relevance
are key to success today, in the future
those tenets will barely be considered a
minimum acceptable standard.
Andrew Bonar
Founder
Deliverability Ltd.
@chadswhite @meladorri @litmusapp

71. So while email will remain an
incredibly valuable channel for
brands in the years ahead,
marketers will have to…

72. (1) Work harder to build trust and
send relevant emails that work
everywhere that email is read;
and…

73. (2) Stay flexible, curious, and
collaborative because email
marketing will continue to evolve
and become more integrated with
other channels and disciplines.

74. The term “email service provider” won’t make
sense anymore because these messages will
span more than an email inbox. So get ready to
change your title from Email Marketer to
Messaging Marketer.
Cara Olson
Director of Direct Marketing
and eCRM
DEG
@chadswhite @meladorri @litmusapp

75. This evolution requires the email
marketer to greatly expand their
breadth of responsibility and act as the
main lieutenant responsible for all
digital interactions.
Chris Lynch
Senior Director of
Product Marketing
Oracle Marketing Cloud
@chadswhite @meladorri @litmusapp

76. To read all of their
predictions, download
Email Marketing in 2020
for free at:
litmus.com/lp/email-marketing-in-2020
@chadswhite @meladorri @litmusapp