Smart Communications, a customer engagement technology provider serving regulated industries, reported its strongest-ever first-half bookings performance, with bookings increasing 17% year over year as enterprises invest in modernizing customer communications and preparing their operations for AI.
The company also reported strong gross revenue retention across a customer base of more than 700 global enterprises, supporting management’s view that regulated organizations are moving beyond traditional customer communications management toward broader platforms that connect, govern and optimize interactions across the customer journey.
Smart Communications serves industries where customer interactions must often satisfy extensive regulatory, privacy and compliance requirements, including financial services, insurance and healthcare.
The company’s Customer Engagement Platform combines data collection, customer communications, journey orchestration, trusted AI and information management. It is designed to help organizations connect systems and processes while improving customer experience, operational efficiency and compliance.
More than 700 enterprises worldwide use Smart Communications, including Zurich Insurance, Priority Health, The Pacific Financial Group and The Bancorp. The platform powers more than 60 billion mission-critical customer interactions annually and includes more than 30 pre-built integrations with enterprise systems including Salesforce, AWS, Guidewire, Duck Creek, OneSpan and Pega.
The company said growing enterprise adoption of AI is accelerating demand for modern customer engagement infrastructure while simultaneously increasing the importance of governance, compliance and human oversight.
Smart Communications is positioning its platform as an alternative to fragmented communications systems that can make it more difficult for regulated organizations to coordinate interactions across channels while maintaining consistent controls.
The company also highlighted several industry analyst recognitions during 2026.
Smart Communications was named a Leader in QKS Group’s SPARK Matrix for Digital Communications Governance and Archiving and its SPARK Matrix for Customer Communications Management.
It also received leadership recognition in Aragon’s Research Globe for Workflow and Content Automation, Omdia’s Universe for Customer Communications Management and four Aspire Leaderboard grids covering customer communications management and interaction experience management.
Management said those recognitions reflect the company’s expansion beyond traditional customer communications management toward a broader engagement platform spanning data collection, communications, workflow automation, customer journeys and digital archiving.
Smart Communications has also launched a global Customer Advisory Board to incorporate more direct enterprise feedback into its product and strategic planning.
The board includes senior executives from Lloyds Banking Group, Blue Shield of California, Vodafone Three, Farm Bureau Financial Services, Northern Trust, Hagerty Insurance, New York Life, Frankenmuth Insurance, Shelter Mutual Insurance and CNA Financial.
The group is intended to provide Smart Communications with perspectives on emerging industry requirements while giving customers a forum to discuss shared challenges and opportunities.
Alongside the growth update, Smart Communications announced two major additions to its executive team.
Rachel Elias-Jones has joined as Chief Financial Officer, while Chris Manton-Jones has been appointed Chief Commercial and Revenue Officer.
Elias-Jones is leading the company’s financial and operational functions following a strategic investment from Cinven.
She previously served as CFO of Bango and Senior Vice President of Finance at Darktrace, where she helped support the cybersecurity company’s growth, its 2021 public listing and its 2024 acquisition by Thoma Bravo.
Manton-Jones brings more than 25 years of technology leadership experience.
He most recently served as CEO of cybersecurity company Cobalt and previously spent six years at LogMeIn, first leading international markets and later serving as Chief Revenue Officer.
While he was part of LogMeIn’s executive leadership team, the company grew from approximately $270 million to $1.4 billion in revenue.
At Smart Communications, Manton-Jones will lead global commercial and revenue strategy, including go-to-market execution, geographic expansion and customer value creation.
The appointments come as Smart Communications prepares for its next phase of growth following Cinven’s investment and continued demand from regulated enterprises seeking to modernize mission-critical customer engagement systems.
For Smart Communications, the 17% bookings increase provides evidence that organizations are continuing to invest in customer experience infrastructure even as AI changes how those interactions are created, managed and governed.
The company’s strategy centers on giving enterprises a unified platform capable of supporting more intelligent and personalized communications while retaining the controls required in heavily regulated operating environments.
KEY QUOTES:
“This momentum validates both the strategy we have pursued and the platform we’ve built. Regulated enterprises are under pressure to harness the potential of AI without introducing greater fragmentation, risk, or complexity. Increasingly, they are turning to Smart Communications to help them do that with confidence.”
Leigh Segall, CEO of Smart Communications
