2026 State of Digital Customer Communication
New industry survey* of 300 marketing, product, and operations leaders from medium size businesses reveals why omnichannel is now a strategic priority, and where execution is breaking down.
Inside the Report
Inside the report, you’ll learn:
- The omnichannel gap between executive visions and operational reality
- How messaging is still used primarily for operations rather than growth today
- The revenue impact of adding new messaging channels
- Which channels are most often missing or underused
- The top operational barriers preventing effective omnichannel execution
- How companies plan to expand channels, increase messaging investment, and use AI in 2026
*Survey conducted by Global Surveyz.
Get the 2026 State of Digital Customer Communication Report
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Key Data Snapshot
2026 Messaging Reality Check
- 99% say omnichannel is important but only 43% support more than email and SMS
- 86% of companies that added a new channel saw increased engagement
- Messaging is used by 99% for operations, but only 53% for growth
- Only 11% report full integration between messaging and CRM
- 98% plan to add new channels in the next 12 months
Messaging is Entering its Growth Era
The data shows messaging is evolving from a utility channel into a strategic growth driver.
From Operations to Engagement
Promotional messaging is projected to reach 62% adoption, while loyalty messaging climbs to 53%, signaling a shift toward revenue use cases.
From Fragmented Tools to Unified Platforms
Organizations are prioritizing unified, CRM-connected platforms to make omnichannel execution possible.
