Consumer habits have evolved at a rapid pace – and continue to evolve as we experience further advancements in technology.

The days of consumers finding brands in-person or online are over. Now, they expect brands to find them in the spaces they prefer. Communication channels, automation, and personalization all play important roles in building experiences that drive loyalty and retention.

We’ve entered the era of conversational everything – whether for marketing, support, or sales, customers want a conversation with a brand on the channels they already use. For customers, the benefits are clear. They get richer, more convenient, and more personalized experiences. Meanwhile, businesses and brands benefit from customer loyalty and ultimately stronger sales.

In this report, our partners at Infobip dive into the channel interactions that took place between businesses and their customers on their platform in 2022 and compare it to 2021 to identify trends in business communication.

These findings serve to help you build your own winning conversational experience with the channels, tools, and technology that resonate most with today’s consumer.