Seamless information carryover between channels is important to 86% of consumers, according to Smart Communications’ 2026 Customer Experience Benchmark. The expectation is consistent across regulated industries, reaching 87% in financial services, 88% in insurance, 90% in healthcare and 89% in government. It is also important across every age group and rises to more than 90% in markets including the United States, United Kingdom, Australia and Singapore. Organizations should connect customer information and interaction history across websites, apps, email and assisted-service channels to create a coherent customer journey.
Explore the 2026 Customer Experience Benchmark Research.
