"For brands, that can feel both exciting and overwhelming. If you feel like you're one step behind, you're not alone - the future moves fast. That's why Sinch decided to look ahead and do some future-casting of our own by pulling together insights from in-house experts, our latest research, and third-party analysis to uncover the eight biggest trends that will shape customer communications in 2026."
"Think of the next eight trends as your cards for the year ahead, each one revealing how today's innovations are setting the stage for more connected, customer-first experiences. So, what does the future hold? Read on to flip the first card and find out. 1. AI agents will spark an explosion in conversation volume and opportunity Businesses that still treat messaging as a one-way broadcast will struggle in 2026."
Businesses are facing rapidly changing customer connection methods driven by new channels, smarter technology, and rising expectations. Brands may feel excited and overwhelmed as the future accelerates. Forecasts identify eight major trends shaping customer communications by 2026, centered on more connected, customer-first experiences. Conversational AI and autonomous AI agents will enable exponentially more context-aware exchanges and proactive outreach. One-way messaging will become ineffective as consumers increasingly expect interactive dialogues; nearly one in three consumers find one-way alerts annoying. AI agents will both handle many simultaneous conversations and initiate support actions like reordering products or rescheduling appointments.
Read at Black Enterprise
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