This report analyzes nearly 450 billion interactions to identify key trends shaping business communication. It introduces the concept of “conversational everything,” where customers expect seamless, real-time engagement across channels. The document explores omnichannel adoption, chatbot evolution, customer support transformation, and industry-specific messaging strategies. It emphasizes the continued relevance of SMS and voice alongside rich messaging apps and highlights measurable business benefits such as increased engagement, improved retention, and reduced service costs.

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