Business
97% of Businesses to Use AI in Customer Communications in 2025, But Are Consumers Ready for It?
Sinch (Sinch AB (publ)) (XSTO: SINCH), which is pioneering the way the world communicates through its Customer Communications Cloud, today released new research indicating that nearly all businesses plan to incorporate artificial intelligence into their customer communications this year. The report, the state of customer communications, explores how brands are adapting their engagement strategies as customer expectations rise, and AI adoption accelerates globally.
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[{"type":"text","content":"New research from Sinch reveals how top brands are unlocking smarter, more personalized customer experiences with AI, RCS, and integrated omnichannel strategies","length":160,"tagName":"p"},{"type":"text","content":"STOCKHOLM, June 16, 2025 /PRNewswire/ -- Sinch (Sinch AB (publ)) (XSTO: SINCH), which is pioneering the way the world communicates through its Customer Communications Cloud, today released new research indicating that nearly all businesses plan to incorporate artificial intelligence into their customer communications this year. The report, the state of customer communications, explores how brands are adapting their engagement strategies as customer expectations rise, and AI adoption accelerates globally.","length":509,"tagName":"p"},{"type":"text","content":"Based on surveys of 2,800 consumers and 1,600 business leaders across industries including retail, financial services, healthcare, and technology, the report shows that AI is set to play a central role in transforming how companies build seamless omnichannel execution across channels and deliver real-time support and personalized experiences.","length":349,"tagName":"p"},{"type":"text","content":"The findings show that consumers increasingly expect consistent, secure, personalized experiences across channels like SMS, email, chat, and voice. Businesses are responding by integrating their communication strategies to deliver more seamless, AI-driven omnichannel engagement.","length":285,"tagName":"p"},{"type":"text","content":""Customer communication is no longer just about sending a message. It's about creating moments that engage people and drive business results," said Gwen Lafage, VP of Brand and Content at Sinch. "The businesses that lead are putting the customer at the heart of their communication strategies, letting them choose how and where they want to connect and using AI, and channels like RCS, to make every interaction smarter, faster, and more meaningful. That is how you create standout experiences and real business impact."","length":544,"tagName":"p"},{"type":"text","content":"Key findings from the report:","length":29,"tagName":"p"},{"type":"text","content":"The research identifies key trends shaping the future of digital customer communications, where AI, trust, and omnichannel execution intersect to deliver bette...