This survey-based ebook presents insights into how consumers across the Americas perceive business messaging, chatbots, and AI-driven interactions. Based on responses from thousands of participants, it explores channel preferences, trust levels, personalization expectations, and attitudes toward automation. The document highlights regional differences between North America and Latin America, emphasizing the importance of WhatsApp, SMS, email, and emerging conversational channels. It also examines satisfaction drivers and concerns such as privacy, security, and human touch. The findings help brands tailor communication strategies to align with customer expectations and improve engagement outcomes across diverse markets.

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