Highlights From the Report
You’ll see where trust breaks down across channels, how different age groups respond to personalization and AI, and what customers notice (and value) in brand messages. The generational and regional breakouts add important context—you’ll be better equipped to adjust your approach based on who you’re talking to and what matters most to them.
of consumers say they can receive one message a week from a brand before they feel “overwhelmed.”
say email is their preferred channel to receive regular brand communication (weekly or more).
Boomers is comfortable with agentic AI handling their appointments, subscriptions, or account info (compared with 1 in 2 Gen Z consumers).
of Millennials are comfortable receiving brand messages several times a week (compared with 28% of Gen Z, 25% of Gen X, and 23% of Boomers).
A Guide to Customer Communications That Actually Land
Drowning in sends but unsure what’s working? This research-led eBook provides clear benchmarks and takeaways for customer communications. See how consumers feel about message frequency, email vs. SMS vs. app vs. mail, and the role AI should play in service interactions. It’s designed for CX, marketing, and customer communications management teams that want to build a more trustworthy communication cadence.
Make Every Customer Communication Count
See how CSG Xponent helps you apply these findings to orchestrate smarter communications that are timed, targeted, and consistent across every channel.
Discover CSG Xponent