"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."
"The cards are clear: AI is already creating new types of conversations, and this will lead to an explosion in conversation volume in 2026. Consumers will be able to reply to messages that used to be one-way alerts, while AI agents will also proactively reach out to them to offer support for reordering a product or rescheduling a service appointment before they even ask."
Customer communication is shifting as new channels, smarter technology, and rising expectations rewrite engagement norms. Eight major trends will shape customer communications by 2026, led by AI-driven conversational change. Conversational AI will enable businesses to manage exponentially more context-aware exchanges concurrently. AI agents will move beyond reactive responses to proactively initiate interactions such as reordering products or rescheduling appointments. One-way broadcast messaging will become ineffective and may annoy consumers. A significant transformation will be the emergence of agent-to-agent communication, where customers' personal AI assistants interact with business AI agents to coordinate service and support.
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