Driving excellence in customer communications

Every year companies reaffirm their dedication to customer centricity and satisfaction. While progress is made, companies still fall short. By strengthening the fundamental touchpoints of everyday interactions, companies can drive meaningful change.

Download the full report

Customer needs, attitudes, and perceptions move fast. Our 7th annual study, Customer communications: Innovations, trends, and opportunities for modernization, surveyed 4K+ consumers to uncover the keys to keeping pace. Spotlighting evolving consumer attitudes, preferences, and sources of dissatisfaction, it reveals what customers expect today and how to deliver customer communications in a more agile, cost-effective way.

Customer communications: Innovations, trends, and opportunities for modernization

Customer communications drive CX

Customer communications play an outsized role in the customer relationship. Each interaction shapes how customers judge your company. Without improvements, you could be putting your customer satisfaction, retention, and loyalty at risk.

Know your audience

New this year, we identify two key behavioral segments that comprise 70+% of survey respondents: Engaged Explorers and Practical Optimizers. Insights from the segments explain distinct ways communications affect overall customer experience.

Discover how communication drives exceptional CX

Download the report

Meet customers where they are

Customers move fluidly across channels and expect the experience to move with them. Engaged Explorers appreciate omni-channel interaction while Practical Optimizers prefer efficiency over variety. The challenge for brands is creating seamless continuity and making each interaction feel connected, no matter where it happens.

Omni-channel includes paper

The “paperless revolution” never truly arrived. Consumers want digital convenience, but they also want control. Even your most connected customers aren’t all in.

The takeaway?

Make digital so seamless secure, and intuitive that it becomes the obvious choice.

62% agree

Advances in digital identity security measures such as Face ID and PIN codes make me more likely to engage digitally

52% agree

I'm willing to share my personal data if it will result in a better customer experience for me

80% agree

I would like more transparency from companies in how they plan to use my data

The Communications Imperative

Every year, customer expectations rise and operational complexities grow. Communicate well, and you elevate the experience. Miss the mark and, satisfaction, loyalty, and trust quickly erode. Access key insights and Broadridge perspectives on how to prioritize the most-needed, most cost-effective improvements that drive better customer experiences.

Read the full report

Get the report

Our 7th Annual Customer Communications Study includes necessary considerations for companies that want to improve their CX and communications, including omni-channel solutions that can help you meet customer expectations. Fill out the form to gain access to the latest data based on the feedback of more than 4,000 consumers.

First name

Last name

Work email address

Company Name

Would you like a Broadridge sales representative to contact you? (optional)

Telephone

Job Title

Country

What would you like a Broadridge sales representative to contact you about?

What's next for your business?