report

Smart Communications Study: Customer Conversations in 2020

New challenges, changing expectations and accelerated digital transformation

Smart Communications Study: Customer Conversations in 2020

Following a year that included a global health crisis, an unexpected economic downturn, a move to remote workplaces and more, business leaders needed to evolve quickly to adapt to changing customer demands.

As a result, Smart Communications sought to gain a better understanding of how new challenges, changing expectations and accelerated digital transformation have impacted consumer preferences and corporate priorities.

The findings are highlighted in a new benchmark report that reveals:

  • Consumers overwhelmingly prefer a digital-first approach 
  • U.S.-based consumers are happier with business communications than those in the UK  
  • There is a disparity between what businesses think they are delivering versus what consumers receive 
  • An end-to-end digital experience is more important than ever 
  • Enterprises are scaling the multichannel customer experience
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This report is sponsored by Smart Communications.