Kuala Lumpur: Smart Communications, a leading technology company focused on helping businesses engage in more meaningful customer conversations, released its 2025 Customer Experience Benchmark research today. The global survey of 3,000 consumers found that while many are ready for artificial intelligence (AI) to enhance their experiences in healthcare, financial services, and insurance, they remain frustrated with poor omnichannel experiences and outdated form processes.

According to BERNAMA News Agency, Leigh Segall, CEO of Smart Communications, emphasized the growing importance of meeting customer expectations. ‘Customers’ expectations are set by the best brands in retail, technology, and eCommerce,’ Segall stated. ‘When healthcare, banking, and insurance organizations fail to meet these expectations, they risk losing customer loyalty and business. That’s why we set out every year to gauge where that bar is set, and light the way for organizations in these industries to exceed their customers’ expectations through frictionless, digital-first experiences.’

The research highlights a significant shift in consumer trust towards AI, with half of the surveyed consumers willing to rely on it for critical life advice. This trend underscores the need for businesses in healthcare, financial services, and insurance to adapt quickly to digital transformation and improve their customer engagement strategies.