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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.

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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.