The Foundation Gap: What IT Leaders Must Build to Enable AI-Powered Messaging at Scale
AI-powered messaging requires more than a bolt-on to existing infrastructure. New research from Boston Consulting Group, commissioned by Meta, details what IT leaders need to prioritize.
U.S. enterprises rely on an average of 4 external partners to enable rich messaging, spanning solution providers, CPaaS platforms, AI vendors, and CRM systems. But partner roles are often unclear or misaligned, and the core infrastructure challenge remains: connecting customer data, operational events, and behavioral signals across channels in real time.
The report introduces BCG’s 10/20/70 principle for implementation success: 10% AI capabilities, 20% data and tech infrastructure, 70% operating model. It also maps how AI-ready architectures connecting CRM, CDP, and analytics systems determine whether enterprise messaging scales or stalls.
Download the report to inform your messaging infrastructure decisions for 2026 and beyond.
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