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2026 State of Digital Customer Communication

Digital customer communication involves interacting with customers through online channels to provide support, share updates, and build relationships. It leverages platforms like email, live chat, social media, messaging apps, and AI-powered chatbots to deliver instant, personalized, and convenient experiences

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.

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Get the 2026 State of Digital Customer Communication Report

Download the report today and see how top-performing organizations are modernizing customer messaging.

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.