31:31Miami 2025
San Diego 2024
Email and Retention Marketing in 2024 with Jimmy Kim and Chase Dimond
Jimmy Kim and Chase Dimond discuss the email landscape in 2024, including inbox changes, engagement data, privacy, and the need for more relevant retention marketing.
Watch it. Put it to work.
ABOUT THIS SESSION
Earn your place in the inbox.
Jimmy Kim and Chase Dimond discuss the email landscape in 2024, including inbox changes, engagement data, privacy, and the need for more relevant retention marketing.
For retention marketers revisiting the industry changes behind today’s email and SMS programs.
- Speakers
- Jimmy Kim
Co-Founder & CEO, Sendlane - Chase Dimond
Email Marketing Partner, Structured - Recorded at
- San Diego 2024 ↗
September 2024
Speaker roles and platform examples reflect the session’s original context. This is an archived conversation.
TAKE IT BACK TO YOUR DESK
Ideas to put to work.
- 01
Treat inbox access as something to earn
Review audience engagement and message relevance alongside sending volume.
Read this part · 05:24 ↓ - 02
Understand how the metrics were measured
Check metric and attribution definitions before comparing your program with a benchmark.
Read this part · 08:14 ↓ - 03
Consider the wider shopping environment
Look at buying behavior and channel changes as well as the email program when results shift.
Read this part · 14:00 ↓ - 04
Make the message understandable in a changing inbox
Write a clear core message that remains useful even when the inbox changes its presentation.
Read this part · 17:36 ↓ - 05
Build a program around trust and relevance
Use customer context to improve the next message and keep reviewing the overall experience.
Read this part · 21:00 ↓
READ THE SESSION
The edited transcript.
A condensed, edited reading version based on the YouTube captions and session chapters. Repetition and unclear audience audio have been removed; the discussion is paraphrased for clarity, rather than presented as a verbatim transcript. Timestamps refer to the original video.
Original recording on YouTube ↗Treat inbox access as something to earn
The speakers discuss the sender requirements and inbox changes shaping email in 2024. Their larger point is that sending volume alone is not a retention strategy. The relevance of the message and the health of the audience affect the program’s ability to keep reaching people.
This is a historical conversation about the landscape at that time. Use it to understand the direction of the discussion, rather than as a current checklist of provider rules. The enduring question is whether customers still want the messages they receive.
Understand how the metrics were measured
Jimmy and Chase examine email and SMS results while noting the attribution context behind the figures. They discuss changes in order value and conversion rather than treating a single engagement statistic as the entire picture.
That measurement context matters when comparing a report with your own account. A figure based on one attribution method or group of senders is not automatically comparable with another. Identify the definition before interpreting the direction of the trend.
Consider the wider shopping environment
The discussion explores why declining averages might reflect more than weaker email copy. The speakers consider changes in disposable spending, a return to retail, and the unusual conditions around the pandemic.
These are interpretations offered in the conversation, not proof of one cause. They illustrate the need to separate customer and market changes from problems inside the program. A useful response is to investigate both instead of assume every decline requires more sends or a larger discount.
Make the message understandable in a changing inbox
The future-of-email section considers categorization and AI summaries. Jimmy and Chase discuss the implication that a marketer’s presentation may not be experienced exactly as designed. Clear, relevant content becomes more important when interfaces mediate what a reader sees.
The team’s job extends beyond assembling attractive images. Consider what the message communicates, who it is for, and whether the useful information remains understandable. The session captures their expectations in 2024; the principle is to keep the customer’s reading experience in view.
Build a program around trust and relevance
Privacy and personalization enter the discussion as part of the growing responsibility of retention teams. The speakers describe a job becoming more specific and demanding as customer expectations and the surrounding rules evolve.
The closing direction is toward better communication rather than a shortcut around those changes. Use what you know about the customer to make the next message appropriate, and keep reviewing the experience. Relevance is an ongoing practice, not something solved once by adding a segment or automation.
KEEP THE IDEAS COMING
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3 SESSIONSPLAY IT BACK. PUT IT TO WORK.
31:31
33:33San Diego 2025
2025 Email & SMS - Data & Insights
36:10The Retention Roadshow
Retention Redefined 2026
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