Sinch reimagines customer experience as a hero’s journey, where the customer is the hero and brands serve as trusted guides. The eBook explores how brands can align omnichannel communications to support customers at each stage of their journey—across email, SMS, voice, video, messaging apps, and conversational AI. Unlike multichannel, omnichannel strategies break down silos to deliver seamless, contextual, and emotionally resonant experiences across touchpoints. Real-world scenarios—from expecting parents to B2B buyers—illustrate how CPaaS (Communications Platform as a Service) enables personalized, integrated interactions that build loyalty and long-term relationships.

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