Poor communications can directly contribute to customer attrition. Smart Communications’ 2026 Customer Experience Benchmark found that 63% of consumers are likely to switch away from a company if its communications…
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Customer communications are a critical part of the overall customer experience. According to Smart Communications’ 2026 Customer Experience Benchmark, 85% of consumers say company communications are important to their experience,…
Many consumers expect people to remain accountable for communications created with AI. Smart Communications’ 2026 Customer Experience Benchmark found that 46% believe a human should always check content suggested by…
Data privacy and security and a lack of human oversight are consumers’ leading concerns about AI in customer communications and digital forms. Each was cited by 47% of respondents in…
Consumer trust in companies’ responsible use of AI remains mixed. Smart Communications’ 2026 Customer Experience Benchmark found that 44% of consumers trust companies to use AI responsibly in ways that…
It is overwhelmingly important to consumers that companies disclose when AI is being used in their interactions. According to Smart Communications’ 2026 Customer Experience Benchmark, 82% consider AI disclosure very…
