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2024 CX & Communications Consumer Insights

Our sixth annual CX & Communications Consumer Insights report takes a close look at how consumers feel about present-day communication experiences across various industries.

Download Report PDF

Explore consumer communication preferences, where they feel companies are
underperforming, what they expect from emerging technologies,
like artificial intelligence (AI) – and more.

Consumers are dissatisfied

70% think the companies they do business with need to improve the customer experience – a sentiment that has doubled since 2019.

Gen Z is particularly optimistic about AI

76% reported using generative AI in the last year, with 46% stating that it has improved their overall experience—the highest of any age group.

Data security remains a concern

However, as consumers continue to crave a better customer experience, more than half (54%) are willing to share their personal data if it will result in a better experience.

Personalization matters

90% of consumers think that it is important for companies to honor their preferred communication method, but only 31% think that companies are doing a great job with it.

What we learned can help you enhance communication experiences, prioritize your digital initiatives, and strengthen your customer relationships.

Packed with relevant and applicable findings, our 2022 report offers a detailed look at how consumers define a positive customer experience and what they want from communications.

Discover how you can deliver more personalized communications, increase engagement across print and digital channels, and transform your customer experience.

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