What do your customers actually want from your digital communications — and are you delivering it? We surveyed 4,200 business leaders and 12,000 consumers to find out.
Each chapter delivers original research, expert insight, and practical recommendations you can apply right away.
We asked 4,200+ business leaders about their biggest communication challenges and boldest bets for 2025. The findings are eye-opening.
Read the chapter →Cut through the noise without becoming part of it. Learn the fine line between valuable and intrusive.
Read →Your most-opened messages are transactional. Make every update a loyalty-building moment.
Read →Fraud is eroding consumer trust. Verified, transparent communications are your strongest defence.
Read →Post-purchase is where loyalty is forged. Discover what support experiences actually make people stay.
Read →A holistic look at unifying all four pillars into one cohesive, measurable strategy.
Read →Full methodology, respondent demographics, and survey design — so you can trust the data.
Read →Deep-dive PDFs for retail, healthcare, fintech, and technology with sector-specific findings.
Get reports →Every message your brand sends falls under one of these four responsibilities. Master all four to lead on retention, trust, and satisfaction.
The most engaged customers feel messages were crafted for them specifically — relevant, timely, genuinely valuable. Not interruptions. Invitations.
Transactional messages — order updates, shipping alerts, appointment reminders — are your most-read communications. Treat them as strategic assets, not operational obligations.
Every verified, transparent message builds the relationship. Every suspicious one erodes it. Safety communications are trust communications — don't treat them as an afterthought.
Post-purchase is where real loyalty is forged. Proactive support, genuine feedback loops, and personalised appreciation messages turn one-time buyers into lifelong advocates.
Beyond the global findings, we've built dedicated deep-dives for four key verticals. Download the data that matters most to your business.
What do people really want from their brand interactions? Do consumers have channel preferences for healthcare messages, financial alerts, or shopping updates? Are businesses getting it right? Get ready to find out.
Download the full reportGrab a free PDF copy of the State of Customer Experience Communications report. No form. No gates. Just the data you need to build a stronger strategy.