Most consumers consider digital data collection more important than manual processes involving printing, scanning or mailing. Smart Communications’ 2026 Customer Experience Benchmark found that 72% believe it is important for companies to provide digital forms and data-collection experiences. The figure rises to 73% among financial services and insurance customers, 76% in healthcare and 75% for government interactions. Millennials express the strongest preference at 81%. Although some customers continue to value paper, organizations should make secure, mobile-friendly digital processes readily available while accommodating individual needs and preferences.
Explore the 2026 Customer Experience Benchmark Research.
