With over 800 billion interactions taking place annually across industries, the trends shaping digital communication point to a growing demand for speed, personalisation, and trust.
By 2025, key statistics indicate that customer expectations will continue to rise, driving companies to rethink their strategies and tools to keep up.
According to insights from Sinch, a cloud communications platform, 80% of enterprises are expected to adopt conversational AI by 2025, taking a major step toward real-time responses.
With customers increasingly demanding faster answers, businesses are blending generative AI for routine queries with live agents for complex issues. Bizbike, a Belgian eBike provider, exemplifies this trend as its AI chatbot now manages 30% of customer FAQs, improving satisfaction while allowing agents to focus on strategic tasks.
A context-first approach to channel orchestration will replace debates around SMS or email. Businesses are moving toward decision engines that choose the most effective communication methods based on customer needs, urgency, and geography. This tailored strategy ensures messages reach customers where and when they matter most, creating seamless multi-channel experiences.
Trust in customer communication will become crucial as online scams increase. Verified messages, authenticated emails, and visible security measures are becoming essential. With Apple adopting RCS messaging and Gmail expanding BIMI support, verified brand logos will appear alongside texts and emails, offering a new way to build confidence with customers.
When it comes to notifications, static updates will no longer cut it. Interactive conversations powered by RCS will allow users to schedule deliveries, make purchases, or upgrade services directly within messages. This shift turns routine alerts into opportunities for engagement and revenue.
Meanwhile, conversational commerce is becoming a core strategy as messaging apps transform into digital storefronts. Brands like Courir, a French footwear retailer, are already using AI-driven shopping assistants to provide personalised, seamless shopping experiences that drive ROI.
To meet growing customer expectations, businesses will need to integrate systems for intelligent engagement and focus on smarter channel spending. Optimising channels based on ROI, rather than cost alone, will be critical for delivering meaningful outcomes and lasting customer value.