The Messaging Shift CX Leaders in the U.K. Can’t Ignore
Your customers are already messaging businesses on platforms like WhatsApp. 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.
87% of U.K. consumers surveyed welcome business messages when they are relevant—particularly for transactional use cases like order deliveries and appointment confirmations. Enterprises deploying rich messaging for customer support report a 15–20% improvement in CSAT and NPS scores, while those using it for fulfilment and transaction support see a 20–25% uplift in engagement rates.
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 fulfilment 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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