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.
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.
Contact form will be loaded here
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.
Engaged Explorers
are proactive and curious. They seek out information, embrace innovation, and value interactive, tailored experiences that give them context and control.
Practical Optimizers
are pragmatic and purposeful. They value efficiency and reliability, preferring straightforward tools and clear communication that help them act quickly and confidently.
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.
Solve the new trust equation
As identity security improves, more consumers feel comfortable adopting AI and data-driven experiences. But their comfort depends on understanding how their information is used. Transparency builds trust, and trust earns loyalty.
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.
This site is protected by reCAPTCHA and the Google
Privacy Policy and
Terms of Service apply.