The Messaging Shift CX Leaders Can’t Ignore
Your customers are already messaging businesses. Are you meeting them there? See how AI-enabled rich messaging is becoming the defining channel for customer engagement in new research from Boston Consulting Group, commissioned by Meta.
90% of U.S. online adults surveyed enjoy messaging businesses for activities like receiving alerts, booking travel, and making appointments. Enterprises deploying rich messaging for customer support report a 15–20% improvement in CSAT and NPS scores. Messaging isn’t a secondary channel anymore.
The report details how leading enterprises are moving beyond siloed pilots to deliver full-lifecycle engagement through a single conversational thread, and why non-marketing use cases like fulfillment updates and support often deliver the greatest value for both customers and businesses.
Download the report for the insights you need to lead the next era of customer engagement.
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