Sinch Unveils New Survey on the Future of Customer Communications, Marking 175 Years Since the Telephone’s Invention

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AI and RCS lead the transformation of how brands connect with customers, as Black Friday and Cyber Monday highlight evolving consumer expectations  

ATLANTA, Georgia USA and STOCKHOLM, Sweden – October 17, 2024 – Sinch (Sinch AB (publ) – XSTO: SINCH) — As the world commemorates the 175th anniversary of Antonio Meucci’s groundbreaking invention of the telephone, Sinch, which is pioneering the way the world communicates through its Customer Communications Cloud, is ushering in the next era of customer interaction. Sinch is at the forefront of this transformation by developing and delivering products that empower businesses to meet consumer expectations through seamless, rich multi-media experiences.  

To celebrate this pivotal milestone in human communication, Sinch commissioned a survey in North America that explores the future of customer engagement. The survey findings reveal valuable insights, yet it’s essential to recognize that “app-like experiences” on messaging platforms such as RCS, WhatsApp, and WeChat are already widespread in other regions globally. While the U.S. market trails behind in adopting these rich, interactive messaging capabilities, this lag presents a significant opportunity for innovation. By embracing these advanced technologies, U.S. brands can leap forward in enhancing customer engagement. As highlighted in the survey, the shift from traditional communication methods to AI-powered, multimedia-rich experiences is accelerating. This evolution is crucial as brands prepare for peak shopping events like Black Friday and Cyber Monday, where seamless, interactive customer engagement will be key to meeting consumer expectations. 

 Key Survey Insights: 

  • RCS is poised to enhance mobile messaging: 

A substantial 67.3% of respondents expect RCS to become the preferred messaging platform, emphasizing the growing demand for richer, more engaging mobile communication experiences (especially as customers seek interactive and real-time support during major shopping days.) 

  • Younger generations embrace AI chatbots for shopping: 

Over 45% of Gen Z and millennial respondents (ages 18-44) expressed a willingness to use chatbots for Black Friday shopping, showcasing the increasing reliance on AI to enhance the retail experience. 

  • AI-driven communication is gaining momentum: 

50% of respondents predict that AI and chatbots will dominate customer experiences within the next decade, signaling a major shift toward automation and personalized experiences.  This evolution is particularly relevant as brands prepare to manage interactions during peak shopping periods like Black Friday and Cyber Monday.   

With technologies like RCS, brands can deliver richer, real-time engagement, from personalized recommendations to seamless shopping experiences, enhancing the overall customer journey and experience during high demand periods. 

  • Customer service remains a critical differentiator: 

An overwhelming 75% of respondents said that excellent customer experiences enhance brand loyalty, reinforcing the importance of investing in AI and RCS to deliver seamless, customer-centric solutions, especially during peak shopping seasons.

“Our survey confirms what we’ve long anticipated: AI and RCS are revolutionizing customer communication,” said Sean O’Neal, Chief Product Officer at Sinch. “As businesses seek to create more meaningful, dynamic, and personalized experiences, Sinch’s advanced solutions are empowering brands to engage with their audiences in more effective and creative ways.” 

The invention of the telephone by Antonio Meucci in 1849 laid the foundation for modern communication, later enhanced, and popularized by Alexander Graham Bell. Just as Meucci’s groundbreaking work transformed human connection 175 years ago, the rise of AI and RCS is now revolutionizing how brands engage with customers, offering richer, more interactive, and personalized experiences. As RCS adoption grows, next year’s Black Friday and Cyber Monday shopping season is set to be redefined by dynamic, real-time customer interactions. Leading this evolution, Sinch empowers brands with innovative tools to fully harness these technologies and elevate customer engagement. 

For more information about Sinch’s RCS and AI solutions, please visit the Sinch website 

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About Sinch   

Sinch is pioneering the way the world communicates. More than 150,000 businesses – including many of the world’s largest tech companies – rely on Sinch’s Customer Communications Cloud to improve customer experience through mobile messaging, voice, and email. Sinch has been profitable and fast-growing since it was founded in 2008. It is headquartered in Stockholm, Sweden, with shares traded at NASDAQ Stockholm: XSTO: SINCH. Learn more at sinch.com    

 Sinch recent awards/recognition: 

•     Sinch Named 2024 Adobe Digital Experience ISV Resell Partner of the Year 

•      Sinch recognized as a Leader in the 2024 CPaaS Omdia Universe

•      Sinch named a Leader in the Gartner® Magic Quadrant™ for CPaaS 2024 

•      Sinch named a Leader in the CPaaS Leaderboard, Juniper Research 2024 

•      Sinch recognized as a Leader in the IDC MarketScape for CPaaS 2023

For further information, please contact:     

Janet Lennon 

Director of Global Communications   

janet.lennon@sinch.com