Email remains the leading channel for receiving customer communications, including communications containing personally identifiable or protected health information. Smart Communications’ 2026 Customer Experience Benchmark found that 52% prefer email, compared…

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…

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…

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…

A strong forms and data-collection experience can have a significant positive effect on customer loyalty and growth. According to Smart Communications’ 2026 Customer Experience Benchmark, 77% of consumers are likely…

Security, speed and relevance are consumers’ leading expectations when completing forms. Smart Communications’ 2026 Customer Experience Benchmark found that 92% consider complete security important, while 89% want forms to be…

Consumers are most likely to abandon a form when providing the necessary supporting documents is too difficult. This was cited by 65% of respondents in Smart Communications’ 2026 Customer Experience…

Unclear communications are the leading reason consumers contact customer service rather than completing a process digitally. This issue was cited by 43% of respondents in Smart Communications’ 2026 Customer Experience…

Accuracy is the most important communication factor in building customer trust. Smart Communications’ 2026 Customer Experience Benchmark found that 92% consider accuracy important, followed by ease of contacting the company…

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…