A new customer communications report from Broadridge reveals that despite ongoing investments in customer experience, most companies are still falling short of consumer expectations. According to the study, 71% of consumers believe companies need to improve the customer experience, with digital experiences also under scrutiny as expectations continue to rise. Communications such as bills, statements, and notifications remain critical touchpoints that directly influence brand perception, trust, and retention.

The research highlights a clear shift toward omnichannel engagement, where digital and physical communications coexist rather than compete. While 45% of consumers are fully paperless, many still rely on a mix of channels, reinforcing the need for integrated, seamless communication strategies. At the same time, consumers are demanding more personalized, relevant, and well-timed communications, with clarity cited as the single most important improvement across digital experiences.

Artificial intelligence and data-driven personalization are emerging as both opportunity and risk. While 62% of consumers are open to sharing data for better experiences, 80% want greater transparency in how that data is used, and trust in AI-driven communications remains limited. The report calls on organizations to simplify communications, reduce friction, and build connected, data-driven ecosystems that align technology, workflows, and customer expectations to deliver measurable business impact.