Nearly half of consumers sometimes or always have to repeat information when moving between channels or customer service representatives. Smart Communications’ 2026 Customer Experience Benchmark places the global figure at 48%, rising to 49% in financial services, 50% in insurance, 52% in healthcare and 54% in government. The problem is particularly pronounced in Australia at 62% and the United States at 56%. This repetition creates a significant gap between the connected experiences customers expect and what they currently receive, increasing effort and undermining the benefits of digital self-service.
Explore the 2026 Customer Experience Benchmark Research.
