The State of Business Messaging: How Consumer Trust Shapes Operational Excellence
Operational efficiency means nothing if customers don’t trust your communications. New global research reveals how consumer expectations are redefining risk and compliance considerations for business messaging.
A comprehensive survey of over 11,000 consumers across 22 markets shows that trust isn’t just a security concern—it’s an operational imperative that directly impacts engagement and revenue.
75% of consumers trust a business more when they can exchange messages directly. But trust must be earned: 80% are more likely to message when they have confidence the brand is legitimate, and 67% feel frustrated when messaging isn’t offered as a contact option.
For operations and compliance leaders, the data reveals clear priorities. Consumers are already trusting messaging for sensitive activities. 29% received fraud or security alerts via messaging in the past month. Building operational frameworks that preserve this trust while enabling efficiency is the path forward.
Download the 2026 State of Business Messaging report for the consumer insights you need to balance operational transformation with the trust and compliance standards your organisation requires.
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