Customers now want faster one-to-one  interactions with their favorite brands. 

As a result, we’ve seen  hyper-personalization, automation,  and 24/7 availability take center stage. 

Recent developments in technology  have led to new entrants including AI  chatbots, rich messaging apps, and  upgraded voice and video channels  – making it easier for customers and  brands to connect and stay connected. 

We see these industry trends on our own  platform with substantial increases in  cloud contact center interactions, chat  apps as key channels for marketing,  sales, and support - as well as  year-on-year growth in the use  of digital channels for customer  communication. 

We've seen popularity in chat and rich  messaging apps grow with an 80%  increase in WhatsApp interactions  compared to 2021 and a 62% increase  in RCS interactions. However, although  more and more customers are choosing  to chat with their favorite brands,  traditional channels still play a key role in  the customer journey – with 75% more  SMS interactions and 91% more Email interactions taking place on our platform  in the first half of this year.