The State of Business Messaging: The Consumer Demand IT Leaders Can’t Ignore
Your infrastructure decisions should be driven by data. New global research delivers the consumer insights that will shape IT strategy for 2026 and beyond.
A survey of 11,056 consumers across 22 global markets reveals clear expectations for speed, reliability, and security in business communications. These are expectations that require IT teams to rethink their infrastructure approach.
The numbers tell the story: 69% of consumers find waiting on hold frustrating and a waste of time. Meanwhile, 46% cite fast response or real-time support as a primary driver of satisfaction. For IT leaders, this means infrastructure optimised for high-volume, low-latency messaging delivery is no longer optional.
Consumer behavior is shifting toward messaging for even security-critical activities. 29% have verified their identity via messaging apps, and 74% view messaging as more private than legacy channels. This demands enterprise-grade security and reliability at scale.
Download the 2026 State of Business Messaging report for the consumer insights you need to build infrastructure that meets modern customer expectations for speed, security, and seamless experiences.
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