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, the highest level recorded in five years of benchmark research. The result is consistent across financial services at 85%, insurance and healthcare at 86%, and government at 87%. Communications are also important across every generation. Clear, accurate and timely communications should therefore be treated as a core part of customer experience strategy, rather than simply an operational output.
Explore the 2026 Customer Experience Benchmark Research.
