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Key findings
- No shared definition of the digital transformation challenge
- Savings. Growth. CX. The 3 digital transformation ROI must-haves.
- Only 8% think digital transformation ROI can happen in under 6 months
- 10 digital communications channels will be important in 3 years time
- The 3 biggest barriers to digital transformation progress are: Budget, internal skills shortages, and legacy complexity
- 72% agree that unclear opt-in/opt-out rules are hampering digital transformation progress
- 79% agree that gaining consent across multiple channels is a barrier to progress
- 95% agree that improvement is required in the use of analytics to shape long-term strategy
- 95% agree that third-party expertise is critical to transform CCM
- 100% of organisations surveyed will invest in AI over the next two years
- 36% of organisations are delivering or expecting to deliver transformation internally
- £1.4m – average investment figure in AI over the next two years
Clear themes emerge. Customers and citizens now expect seamless, personalised interactions across every channel. Yet delivering this consistent, connected experience is complex when communication processes are fragmented across multiple systems, departments, and compliance workflows. The result is often duplication, delay, and a lack of visibility into what’s being sent, when, and why. That all costs money. We explore some of the hurdles and frustrations that are holding back progress.
Regulatory compliance compounds this complexity. These rules, while essential for protecting customers and citizens, often slow down innovation and make digital transformation feel like a risk rather than an opportunity. Indeed, our survey shows how the rules can often be confusing – hardly the basis for continuous improvement. There is seemingly little room for experimentation and certainly no room for error.
Many respondents to our survey described a growing awareness that their legacy communication platforms are no longer fit for purpose. What once provided stability now creates friction, limiting agility and making it difficult to adapt to new customer expectations or emerging technologies. The inability to unify data and reporting across communication channels means leaders lack the analytic oversight needed to measure, govern, and improve CCM operations.
Between Vision and Constraint A Mail Metrics Communicate ‘26 Report Against this backdrop, artificial intelligence has captured the imagination of many – although it remains an uncertain frontier. AI promises so much, yet directing its power – and estimating its cost – still feels like something of a guessing game. For now, it sits on the horizon – an exciting but as-yet unrealised element of the digital transformation journey.
This report reveals the lived reality behind the buzzwords: the practical challenges, cultural barriers, and cautious optimism that define the state of digital transformation in regulated customer communications today.
We hope the findings and analysis help to spark your own discussions and act as a catalyst for further communication excellence within your own organisations.
Enjoy the read,
Nick Keegan
CEO
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