This IDC-sponsored report examines how conversational commerce is transforming customer experience across industries. It explains how messaging, chatbots, AI, and CPaaS enable two-way, contextual engagement throughout the customer journey. The document highlights benefits such as increased satisfaction, reduced churn, higher conversion rates, and operational efficiency. Industry-specific examples illustrate adoption in retail, BFSI, healthcare, and on-demand services. The report concludes that conversational commerce is a strategic foundation for resilient, customer-centric business models.

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