{"id":171748,"date":"2025-11-11T07:02:30","date_gmt":"2025-11-11T07:02:30","guid":{"rendered":"https:\/\/sinch.com\/?post_type=blog&#038;p=171748"},"modified":"2026-04-16T03:07:56","modified_gmt":"2026-04-16T03:07:56","slug":"previsoes-comunicacao-com-o-cliente","status":"publish","type":"blog","link":"https:\/\/sinch.com\/pt\/blog\/previsoes-comunicacao-com-o-cliente\/","title":{"rendered":"Previs\u00f5es da Sinch: o que est\u00e1 por vir na comunica\u00e7\u00e3o com os clientes em 2026?"},"content":{"rendered":"\n<p>A forma como as empresas se conectam com os clientes est\u00e1 mudando. Novos canais, tecnologia mais inteligente e expectativas crescentes est\u00e3o reescrevendo as regras de engajamento.<\/p>\n\n\n\n<p>Para as marcas, isso pode ser tanto empolgante quanto avassalador. Se voc\u00ea sente que est\u00e1 um passo atr\u00e1s, n\u00e3o est\u00e1 sozinho &#8211; o futuro avan\u00e7a rapidamente.<\/p>\n\n\n\n<p><strong>Por isso, decidimos olhar para o futuro e dar nossas previs\u00f5es.<\/strong> Reunimos insights de especialistas da Sinch, nossas pesquisas mais recentes e an\u00e1lises de terceiros para descobrir as oito maiores tend\u00eancias que moldar\u00e3o as comunica\u00e7\u00f5es com os clientes em 2026.<\/p>\n\n\n\r\n    <aside data-content-type=\"longform\"  class=\"banner-block longform-spacings rounded-lg shadow-lg px-5 py-6 px-md-6 py-md-7 p-lg-7 bg-light\" data-theme=\"light\" aria-labelledby=\"banner-block-block_8a933f1a2d1f02a5418201ba596caef7\">\r\n                    <p class=\"text-uppercase section-caption text-body-color\">\r\n                Webinar de Previs\u00f5es da Sinch            <\/p>\r\n                            <p class=\"h4 text-accent fw-bold\" id=\"banner-block-block_8a933f1a2d1f02a5418201ba596caef7\">\r\n                Quais s\u00e3o as novidades para as comunica\u00e7\u00f5es com o cliente?            <\/p>\r\n                            <div class=\"mb-0 text-body-color\">\r\n                                    <div class=\"content-body mb-0 text-body-color\"><p class=\"mb-0\">Assista a Sophie Cheng, vice-presidente s\u00eanior de Marketing de Produtos da Sinch, e especialistas da HubSpot e do MEF enquanto eles discutem as tend\u00eancias que est\u00e3o reformulando como as marcas v\u00e3o se conectar, engajar e crescer em 2026.<\/p><\/div>\r\n                            <\/div>\r\n        \r\n        <div class=\"text-start mt-5\"><a href=\"https:\/\/sinch.com\/webinars\/sinch-predictions-2026\/\"  class=\"btn btn-secondary\" >Assista ao replay<\/a><\/div>\r\n    <\/aside>\r\n\r\n\n\n\n<p>Pense nas pr\u00f3ximas oito tend\u00eancias como suas cartas para o pr\u00f3ximo ano, cada uma revelando como as inova\u00e7\u00f5es atuais est\u00e3o preparando o terreno para experi\u00eancias mais conectadas e voltadas para o cliente.<\/p>\n\n\n\n<p>Ent\u00e3o, o que o futuro nos reserva? Vamos virar a primeira carta e descobrir.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-1-PT-1-1024x401.png\" alt=\"\" class=\"wp-image-172123\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">1. Os agentes de IA provocar\u00e3o uma explos\u00e3o no volume de conversas e oportunidades<\/h2>\n\n\n\n<p>As empresas que ainda enviam mensagens que os clientes n\u00e3o podem responder (unidirecionais) v\u00e3o estar um passo atr\u00e1s em 2026. Essa abordagem pode at\u00e9 cumprir um requisito, mas perde oportunidades reais para uma conex\u00e3o mais profunda \u2013 e <a href=\"https:\/\/sinch.com\/pt\/como-se-comunicar-com-clientes\/capitulo\/informados\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\" target=\"_blank\" rel=\"noreferrer noopener\">quase um em cada tr\u00eas consumidores<\/a> considera esse tipo de experi\u00eancia irritante.<\/p>\n\n\n\n<p>Observe com aten\u00e7\u00e3o e voc\u00ea ver\u00e1 que dois grandes avan\u00e7os em IA far\u00e3o com que as mensagens unidirecionais pare\u00e7am ultrapassadas em 2026. Em primeiro lugar, a IA conversacional est\u00e1 possibilitando que as empresas lidem com um n\u00famero exponencialmente maior de trocas conscientes do contexto de uma s\u00f3 vez. Em segundo lugar, os agentes de IA est\u00e3o aprendendo a fazer mais do que apenas responder \u00e0s pessoas e est\u00e3o come\u00e7ando a interagir melhor nas conversas.<\/p>\n\n\n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  mb-2\">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=GV_pqJ9C-mg\" class=\"lazy-video-link\" data-lazy-video=\"GV_pqJ9C-mg\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/GV_pqJ9C-mg\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/GV_pqJ9C-mg\/maxresdefault.jpg\" alt=\"How AI will transform customer journeys | Sinch Predictions 2026\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n                            <figcaption class=\"video-caption\">\r\n                    Em 2025, as intera\u00e7\u00f5es entre empresas e consumidores foram projetadas para limitar o engajamento. Em 2026, elas ser\u00e3o abundantes. Jonathan Bean, Chief Marketing Officer da Sinch, discute como a IA impulsionar\u00e1 essa mudan\u00e7a.                <\/figcaption>\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=GV_pqJ9C-mg#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/GV_pqJ9C-mg\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/GV_pqJ9C-mg\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=GV_pqJ9C-mg\",\n    \"name\": \"How AI will transform customer journeys | Sinch Predictions 2026\",\n    \"description\": \"AI is already creating new types of conversations, and we\\u2019ll see the beginning of an explosion in conversation volume in 2026. But what does that mean for brands and the consumers they serve?  \\n\\nSinch CMO Jonathan Bean explains how most customer interactions today still rely on one-way messages and static flows. But as AI learns from real-time consumer behavior, it will power richer two-way conversations that guide discovery, answer follow-up questions, and deliver more relevant recommendations. \\n\\nFor CMOs, CX leaders, and product teams, the takeaway is clear: Next year\\u2019s customer journeys will be dynamic, conversational, and always adapting to the next best action. \\n\\nThis video is part of Sinch Predictions 2026, our annual, research-driven look at the trends shaping the future of customer communications in the year ahead.  \\n\\nExplore all of Sinch\\u2019s Predictions for 2026: https:\/\/sinch.com\/blog\/customer-communications-predictions\/\",\n    \"uploadDate\": \"2025-11-20T21:51:08+00:00\",\n    \"duration\": \"PT1M56S\"\n}        <\/script>\r\n        \r\n\t\r\n\n\n\n<p>As cartas s\u00e3o claras: a IA j\u00e1 est\u00e1 criando novos tipos de conversas, e veremos o in\u00edcio de uma <strong>explos\u00e3o no volume de conversas em 2026. Os consumidores poder\u00e3o responder a mensagens que costumavam ser alertas unidirecionais, enquanto os agentes de IA tamb\u00e9m entrar\u00e3o em contato com eles de forma proativa para oferecer ajuda para comprar de novo um produto ou reagendar um servi\u00e7o de servi\u00e7o antes mesmo que o consumidor entre em contato.<\/p>\n\n\n\n<p><strong>Mas a mudan\u00e7a mais profunda ser\u00e1 o aumento da comunica\u00e7\u00e3o entre agentes.<\/strong> Em breve, o assistente pessoal de IA de seu cliente poder\u00e1 conversar diretamente com o agente de IA de uma marca para encontrar um hor\u00e1rio de entrega ou fazer uma reserva. Quando isso acontecer, prevemos que os volumes de conversa\u00e7\u00e3o explodir\u00e3o de tr\u00eas a cinco vezes em todos os setores, transformando a forma como as empresas planejam a capacidade, projetam as experi\u00eancias dos clientes e medem o envolvimento.<\/p>\n\n\n\n<p>Como voc\u00ea pode se preparar para esse aumento nas conversas? Aqui est\u00e3o algumas ideias:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Repense seu modelo de engajamento.<\/strong> Pense nos principais momentos da jornada do cliente em que uma notifica\u00e7\u00e3o unidirecional da sua empresa poderia se tornar um verdadeiro di\u00e1logo.<\/li>\n\n\n\n<li><strong>Avalie suas ferramentas de comunica\u00e7\u00e3o.<\/strong> Voc\u00ea precisar\u00e1 de uma plataforma que possa lidar com grandes volumes de intera\u00e7\u00f5es entre empresa e cliente.<\/li>\n\n\n\n<li><strong>Comece com pouco.<\/strong> Pegue uma mensagem de cliente existente e torne-a interativa &#8211; permita que os clientes fa\u00e7am uma pergunta ou tomem uma a\u00e7\u00e3o diretamente ao longo da conversa.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-2-PT-1-1024x401.png\" alt=\"\" class=\"wp-image-172129\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">2. Os agentes de IA evoluir\u00e3o de simples redutores de custos para verdadeiros motores de crescimento<\/h2>\n\n\n\n<p>Se a primeira grande mudan\u00e7a para 2026 ser\u00e1 a quantidade de conversas baseadas em IA, a segunda ser\u00e1 a qualidade delas. Durante d\u00e9cadas, os call centers foram gerenciados tendo como foco principal a efici\u00eancia, com o sucesso sendo medido pelo Tempo M\u00e9dio de Atendimento (Average Handle Time, AHT, em ingl\u00eas) Nesse modelo, cada conversa era um custo a ser minimizado.<\/p>\n\n\n\n<p>At\u00e9 2026, essa mentalidade come\u00e7ar\u00e1 a mudar. \u00c0 medida que os agentes de IA aprenderem a gerenciar conversas complexas e com nuances emocionais, as empresas com vis\u00e3o de futuro reformular\u00e3o seu objetivo de cortar custos para criar valor. <\/p>\n\n\n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  mb-2\">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=ZJ-qOE9-aaQ\" class=\"lazy-video-link\" data-lazy-video=\"ZJ-qOE9-aaQ\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/ZJ-qOE9-aaQ\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/ZJ-qOE9-aaQ\/maxresdefault.jpg\" alt=\"How AI agents will become growth engines | Sinch Predictions 2026\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n                            <figcaption class=\"video-caption\">\r\n                    Sofia Sch\u00f6nbeck, Diretora de Voz Program\u00e1vel da Sinch, discute a ideia de que os agentes de IA ajudar\u00e3o as empresas a lidar com conversas mais complexas e ajudar\u00e3o a gerar mais receita em 2026.                <\/figcaption>\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=ZJ-qOE9-aaQ#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/ZJ-qOE9-aaQ\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/ZJ-qOE9-aaQ\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=ZJ-qOE9-aaQ\",\n    \"name\": \"How AI agents will become growth engines | Sinch Predictions 2026\",\n    \"description\": \"Today\\u2019s AI often aims to end customer conversations quickly, leading to poor experiences and missed upsell or retention opportunities. In 2026, AI agents will use context to solve issues faster and create added value, from proactive updates to relevant offers that strengthen customer relationships. \\n\\nIn this video, Sinch\\u2019s Director of Programmable Voice Sofia Sch\\u00f6nbeck explains why AI agents are shifting from cost-saving tools to real growth drivers, and how in 2026, AI-powered services will unlock new moments for brands to deepen engagement and drive revenue. \\n\\nThis video is part of Sinch Predictions 2026, our annual, research-driven look at what\\u2019s next in customer communications.  \\n\\nExplore all of Sinch\\u2019s Predictions for 2026: https:\/\/sinch.com\/blog\/customer-communications-predictions\/\",\n    \"uploadDate\": \"2025-11-20T21:51:47+00:00\",\n    \"duration\": \"PT2M10S\"\n}        <\/script>\r\n        \r\n\t\r\n\n\n\n<p>Os avan\u00e7os na tecnologia de fala para fala s\u00e3o parte do que est\u00e1 impulsionando essa tend\u00eancia. Os agentes de IA de voz agora podem responder em velocidade humana, eliminando as pausas inc\u00f4modas e a sensa\u00e7\u00e3o rob\u00f3tica dos primeiros bots. E no lado do texto, os chatbots tamb\u00e9m est\u00e3o se tornando mais capazes. As taxas de deflex\u00e3o \u2013 ou a porcentagem de solicita\u00e7\u00f5es de clientes resolvidas por IA sem nunca precisar de um humano \u2013 est\u00e3o <a href=\"https:\/\/investors.sinch.com\/static-files\/70f49b9f-fbaf-46e5-8750-bbbf5b44c550\">agora atingindo 65%<\/a>.<\/p>\n\n\n\n<p><strong>Esses agentes de IA transformar\u00e3o a fun\u00e7\u00e3o do atendimento ao cliente.<\/strong> Eles ser\u00e3o capazes de perceber a frustra\u00e7\u00e3o para evitar a rotatividade, oferecer recomenda\u00e7\u00f5es ponderadas e criar um relacionamento genu\u00edno. A meta n\u00e3o ser\u00e1 fechar tickets rapidamente, mas fortalecer o relacionamento com os clientes.<\/p>\n\n\n\n<p>Aqui est\u00e3o algumas maneiras de come\u00e7ar <a href=\"https:\/\/sinch.com\/pt\/blog\/tendencias-comunicacao-empresarial-2026\/\">a preparar sua empresa<\/a> para essa mudan\u00e7a:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Reavalie suas m\u00e9tricas. V\u00e1 al\u00e9m do Tempo M\u00e9dio de Atendimento (AHT) e comece a monitorar resultados como satisfa\u00e7\u00e3o do cliente, reten\u00e7\u00e3o e receita por conversa.<\/li>\n\n\n\n<li><strong>Concentre-se em intera\u00e7\u00f5es de alto valor.<\/strong> Use a IA em conversas que afetam a fidelidade, como as que t\u00eam a ver com rotatividade, integra\u00e7\u00e3o ou compras de alta considera\u00e7\u00e3o.<\/li>\n\n\n\n<li><strong>Unifique seus dados.<\/strong> Invista em uma plataforma que possa unificar todos os seus dados, para que todos os agentes, humanos ou de IA, possam ter uma vis\u00e3o completa de cada cliente.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-3-PT-1-1-1024x401.png\" alt=\"\" class=\"wp-image-172647\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">3. A IA de voz se tornar\u00e1 o canal preferido para conversas complexas<\/h2>\n\n\n\n<p>Quando algo realmente importa, as pessoas querem falar e n\u00e3o digitar. E, em 2026, elas finalmente poder\u00e3o faz\u00ea-lo, gra\u00e7as aos avan\u00e7os em IA de voz que tornar\u00e3o as conversas mais r\u00e1pidas e naturais.<\/p>\n\n\n\n<p>At\u00e9 2026, a defini\u00e7\u00e3o de uma experi\u00eancia de &#8220;voz automatizada&#8221; finalmente significar\u00e1 algo melhor do que o temido menu de Resposta Interativa de Voz (<a href=\"https:\/\/sinch.com\/blog\/how-to-improve-ivr-systems\/\" target=\"_blank\" rel=\"noreferrer noopener\">URA<\/a>). Esses loops, longas esperas e menus confusos definiram a experi\u00eancia por d\u00e9cadas \u2013 e <a href=\"https:\/\/www.egain.com\/resources\/modernize-ivr-and-transform-customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">85% dos consumidores<\/a> dizem que os odeiam. E quando combinado com o fato de as empresas usarem o bate-papo baseado em texto para quest\u00f5es complexas, n\u00e3o \u00e9 de se admirar que as pessoas vejam a automa\u00e7\u00e3o como uma barreira para obter ajuda real.<\/p>\n\n\n\n<p>Mas isso est\u00e1 mudando rapidamente.  Em 2025, <strong><a href=\"https:\/\/sinch.com\/pt\/como-se-comunicar-com-clientes\/capitulo\/percepcoes-do-setor\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\" target=\"_blank\" rel=\"noreferrer noopener\">63% das empresas<\/a> disseram que planejavam adotar assistentes de voz com IA.<\/strong> E os novos modelos de IA de fala para fala j\u00e1 est\u00e3o respondendo em cerca de <a href=\"https:\/\/voiceaiandvoiceagents.com\/#core-tech\" target=\"_blank\" rel=\"noreferrer noopener\">800 milissegundos (ms<\/a>), n\u00e3o muito longe dos 300 a 600 ms que leva durante uma conversa humana.<\/p>\n\n\n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  mb-2\">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=BWYWcNOQzfA\" class=\"lazy-video-link\" data-lazy-video=\"BWYWcNOQzfA\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/BWYWcNOQzfA\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/BWYWcNOQzfA\/maxresdefault.jpg\" alt=\"Voice AI takes the lead for complex issues | Sinch Predictions 2026\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n                            <figcaption class=\"video-caption\">\r\n                    Em 2026, os consumidores abandonar\u00e3o menus e bate-papos de texto frustrantes pela velocidade e clareza de uma conversa de voz natural com IA. Sofia Sch\u00f6nbeck explica o porqu\u00ea.                <\/figcaption>\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=BWYWcNOQzfA#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/BWYWcNOQzfA\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/BWYWcNOQzfA\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=BWYWcNOQzfA\",\n    \"name\": \"Voice AI takes the lead for complex issues | Sinch Predictions 2026\",\n    \"description\": \"When customers face complex problems, they\\u2019re abandoning clunky menus and text chats for faster, clearer conversations. In 2026, voice AI will become the preferred channel for handling these moments, delivering natural dialogue, near-human latency, and far better accuracy. \\n\\nIn this video, Sinch\\u2019s Director of Programmable Voice, Sofia Sch\\u00f6nbeck, explains how voice AI is evolving to understand intent instantly, use context from past interactions, and route customers to the right solution without frustration. Early results already show major gains, including a jump from 7% to 40% containment for one financial services brand. \\n\\nIn 2026, voice AI will solve problems faster, reduce friction, and raise the bar for every complex customer interaction. \\n\\nThis video is part of Sinch Predictions 2026, our annual research-driven look at the trends transforming customer communications in the year ahead. \\n\\nExplore all of Sinch\\u2019s Predictions for 2026: https:\/\/sinch.com\/blog\/customer-communications-predictions\/\",\n    \"uploadDate\": \"2025-11-20T21:52:25+00:00\",\n    \"duration\": \"PT2M18S\"\n}        <\/script>\r\n        \r\n\t\r\n\n\n\n<p>Os agentes de IA poder\u00e3o lidar com solicita\u00e7\u00f5es complexas em menos tempo, e os clientes finalmente poder\u00e3o explicar um problema em linguagem simples e ser compreendidos imediatamente.  Eles poder\u00e3o falar livremente com sistemas que realmente ouvem e correspondem \u00e0 forma como se comunicam.  Isso significa que n\u00e3o haver\u00e1 mais apertos fren\u00e9ticos de bot\u00f5es ou pedidos desesperados de &#8220;representante&#8221;, mas apenas conversas naturais que v\u00e3o direto ao ponto. <strong>Esse \u00e9 um daqueles momentos em que o futuro parece falar por si mesmo.<\/strong><\/p>\n\n\n\n<p>Como preparar sua empresa para o futuro da voz com IA:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Mapeie a jornada do cliente para verificar a complexidade. Identifique momentos de alto risco, como a den\u00fancia de fraude ou o gerenciamento de um pedido complexo, em que uma conversa por voz natural seria mais valiosa do que a digita\u00e7\u00e3o.<\/li>\n\n\n\n<li><strong>Me\u00e7a o que importa. Mude ou adicione uma m\u00e9trica de sucesso da deflex\u00e3o de chamadas para a Resolu\u00e7\u00e3o no Primeiro Contato (FCR) e a Satisfa\u00e7\u00e3o do Cliente (CSAT). Lembre-se de que o objetivo \u00e9 resolver problemas.<\/li>\n\n\n\n<li><strong>Teste e refine. <\/strong>Comece com pouco. Fa\u00e7a um piloto de IA com voz em um caso de uso, obtenha feedback e melhore continuamente.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-4-PT-1-1024x401.png\" alt=\"\" class=\"wp-image-172141\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">4. As mensagens conversacionais redefinir\u00e3o as expectativas dos clientes<\/h2>\n\n\n\n<p>O ChatGPT e IAs mudaram completamente a forma como as pessoas esperam interagir com as marcas. Os consumidores j\u00e1 viram o que \u00e9 ter trocas fluidas e interativas com a IA, e agora esperam o mesmo das empresas. De fato, nossa pesquisa mostra que <a href=\"https:\/\/sinch.com\/pt\/como-se-comunicar-com-clientes\/capitulo\/informados\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\" target=\"_blank\" rel=\"noreferrer noopener\">28% dos consumidores<\/a> se sentem incomodados quando n\u00e3o podem fazer uma pergunta em resposta a uma atualiza\u00e7\u00e3o do cliente.<\/p>\n\n\n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  mb-2\">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=9ZuXAi3PP6g\" class=\"lazy-video-link\" data-lazy-video=\"9ZuXAi3PP6g\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/9ZuXAi3PP6g\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/9ZuXAi3PP6g\/maxresdefault.jpg\" alt=\"Conversational messaging will reset expectations | Sinch Predictions 2026\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n                            <figcaption class=\"video-caption\">\r\n                    Por anos, as mensagens de empresas t\u00eam sido usadas para falar para os clientes, em vez de com eles. Hanna Johannesson, Gerente de Produtos de Portf\u00f3lio e Estrat\u00e9gia da Sinch, explica por que isso mudar\u00e1 em 2026.                <\/figcaption>\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=9ZuXAi3PP6g#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/9ZuXAi3PP6g\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/9ZuXAi3PP6g\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=9ZuXAi3PP6g\",\n    \"name\": \"Conversational messaging will reset expectations | Sinch Predictions 2026\",\n    \"description\": \"Customers are tired of one-way notifications they can\\u2019t act on. In 2026, conversational messaging will reset expectations entirely, giving people the ability to respond, reschedule, purchase, and solve issues directly within the message thread itself. \\n\\nIn this video, Sinch\\u2019s Director of Product, Conversations, Hanna Johannesson, explains how channels like RCS and WhatsApp are becoming conversational by default, supporting rich content, suggested actions\/replies, carousels, and in-channel actions that feel more like a super-app than a text thread. Paired with conversational AI, brands can scale engagement, personalize every interaction, and automate full customer journeys, from FAQs to appointments to purchases. \\n\\nEarly results are already clear: Companies shifting from one-way messaging to two-way conversations are seeing 2x to 10x higher conversion rates. \\n\\nThis video is part of Sinch Predictions 2026, our annual, research-driven look at the trends transforming customer communications in the year ahead. \\n\\nExplore all of Sinch\\u2019s Predictions for 2026: https:\/\/sinch.com\/blog\/customer-communications-predictions\/\",\n    \"uploadDate\": \"2025-11-20T21:53:06+00:00\",\n    \"duration\": \"PT2M19S\"\n}        <\/script>\r\n        \r\n\t\r\n\n\n\n<p>At\u00e9 2026, as marcas que continuarem apenas mandando mensagens (sem que o cliente possa respond\u00ea-las) estar\u00e3o em desvantagem. Os consumidores esperam poder responder, fazer uma pergunta ou tomar uma atitude em qualquer conversa, e esperam que as marcas estejam prontas com respostas reais.<\/p>\n\n\n\n<p>O SMS continuar\u00e1 sendo a base confi\u00e1vel para alertas cr\u00edticos e de alcance. Mas canais mais sofisticados, como o RCS e o WhatsApp, trar\u00e3o outra camada de engajamento e intera\u00e7\u00e3o com o cliente. N\u00e3o \u00e9 de se surpreender que <a href=\"https:\/\/sinch.com\/pt\/resources\/estado-do-rcs-nas-comunicacoes-com-os-clientes\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>40% dos l\u00edderes de empresas<\/strong><\/a><strong> j\u00e1 veem o aumento do engajamento como o principal benef\u00edcio de canais como o RCS<\/strong> \u2013 e podemos esperar que esse n\u00famero continue crescendo.<\/p>\n\n\n\n<p>N\u00e3o h\u00e1 necessidade de embaralhar o baralho \u2013 o futuro \u00e9 bastante claro: <strong>as marcas que estabelecerem conex\u00f5es fortes vencer\u00e3o<\/strong>. Aqui est\u00e3o algumas maneiras de preparar sua estrat\u00e9gia de mensagens para se tornar mais conversacional:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Audite seus fluxos de mensagens atuais<\/strong>. Procure alguns momentos-chave em que um alerta unidirecional possa se tornar uma troca bidirecional.<\/li>\n\n\n\n<li><strong>Adote uma verdadeira abordagem omnichannel.<\/strong> Sua empresa n\u00e3o precisa &#8220;estar em todos os canais&#8221;: ela precisa estar no canal certo, no momento certo.<\/li>\n\n\n\n<li><strong>Pense visualmente<\/strong>. Considere como a m\u00eddia incorporada, os bot\u00f5es de a\u00e7\u00e3o sugerida e os carross\u00e9is podem ajudar suas conversas a se tornarem mais interativas e \u00fateis.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-5-PT-1-1024x401.png\" alt=\"\" class=\"wp-image-172147\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">5. As jornadas conectadas dos clientes gerar\u00e3o fideliza\u00e7\u00e3o e valor de longo prazo<\/h2>\n\n\n\n<p>A fideliza\u00e7\u00e3o n\u00e3o acontece por acaso. Ela \u00e9 constru\u00edda por meio de experi\u00eancias conectadas que parecem pessoais e f\u00e1ceis. Os dias em que um consumidor iniciava um bate-papo com uma empresa em um canal e depois tinha que se repetir em outro canal acabaram.<\/p>\n\n\n\n<p>Aqui est\u00e1 a desconex\u00e3o: enquanto <a href=\"https:\/\/sinch.com\/pt\/como-se-comunicar-com-clientes\/capitulo\/satisfeitos\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\" target=\"_blank\" rel=\"noreferrer noopener\">81% dos consumidores<\/a> t\u00eam uma rea\u00e7\u00e3o negativa quando precisam repetir informa\u00e7\u00f5es durante as intera\u00e7\u00f5es de suporte, apenas 55% das empresas afirmam que suas comunica\u00e7\u00f5es est\u00e3o totalmente integradas ao seu sobrepor de tecnologia. Isso deixa quase metade das empresas ouvidas incapaz de oferecer uma jornada verdadeiramente conectada &#8211; uma enorme vulnerabilidade competitiva em 2026.<\/p>\n\n\n\n<p><strong>Em 2026, as marcas que prosperar\u00e3o ser\u00e3o aquelas que conseguirem manter uma conversa e ter os dados dos clientes em todos os canais e pontos de contato.<\/strong><\/p>\n\n\n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  mb-2\">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=3QyWH2rJz44\" class=\"lazy-video-link\" data-lazy-video=\"3QyWH2rJz44\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/3QyWH2rJz44\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/3QyWH2rJz44\/maxresdefault.jpg\" alt=\"The future of connected customer journeys | Sinch Predictions 2026\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n                            <figcaption class=\"video-caption\">\r\n                    As jornadas do cliente fragmentadas sempre afastaram os consumidores, portanto, as empresas devem buscar implementar jornadas unificadas e cont\u00ednuas em vez disso. Hanna Johannesson discute como.                <\/figcaption>\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=3QyWH2rJz44#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/3QyWH2rJz44\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/3QyWH2rJz44\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=3QyWH2rJz44\",\n    \"name\": \"The future of connected customer journeys | Sinch Predictions 2026\",\n    \"description\": \"Customer interactions are often fragmented between web chat, phone calls, and messages, which require customers to repeat the same info over and over again. But in 2026, connected customer journeys will change that. \\n\\nHanna Johannesson, Sinch\\u2019s Director of Product, Conversations, explains how in 2026, conversations will follow customers, meaning human or AI agents can pick up right where the customer left off if they switch channels. This will create hyper-personalized, context-aware service that feels effortless for customers and more efficient for brands. \\n\\nIn 2026, connected journeys will reduce friction, unlock loyalty, and turn every interaction into an opportunity to deepen engagement and drive long-term value. \\n\\nThis video is part of Sinch Predictions 2026, our annual, research-driven look at the trends shaping the future of customer communications in the year ahead. \\n\\nExplore all of Sinch\\u2019s Predictions for 2026 here: https:\/\/sinch.com\/blog\/customer-communications-predictions\/\",\n    \"uploadDate\": \"2025-11-20T21:54:30+00:00\",\n    \"duration\": \"PT2M3S\"\n}        <\/script>\r\n        \r\n\t\r\n\n\n\n<p>A IA ajudar\u00e1 a tornar isso poss\u00edvel. Ele ser\u00e1 capaz de resumir uma intera\u00e7\u00e3o de bate-papo e passar instantaneamente o contexto para um agente humano, que ver\u00e1 todo o hist\u00f3rico antes mesmo de dizer &#8220;ol\u00e1&#8221;. Isso far\u00e1 com que os consumidores se sintam ouvidos e valorizados, fazendo com que eles voltem sempre.<\/p>\n\n\n\n<p>Aqui est\u00e3o algumas maneiras de preparar seus canais para se conectarem melhor:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Audite as transfer\u00eancias de canal<\/strong>. Mapeie onde os clientes mudam de um canal para outro e identifique exatamente quando as informa\u00e7\u00f5es est\u00e3o sendo perdidas. Isso criar\u00e1 seu roteiro de integra\u00e7\u00e3o.<\/li>\n\n\n\n<li><strong>Re\u00fana as equipes internas. Os departamentos de marketing, vendas e atendimento devem trabalhar com o mesmo manual e o mesmo conjunto de dados do cliente.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"401\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-6-2-1024x401.png\" alt=\"\" class=\"wp-image-172274\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-6-2-1024x401.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-6-2-300x117.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-6-2-768x301.png 768w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-6-2-1536x601.png 1536w, https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-6-2.png 1840w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">6. As estrat\u00e9gias de comunica\u00e7\u00e3o regionalizadas destacar\u00e3o os verdadeiros l\u00edderes<\/h2>\n\n\n\n<p>Durante anos, muitas marcas globais tentaram aplicar uma abordagem de tamanho \u00fanico para as mensagens. Mas essa abordagem raramente funcionou porque as pessoas n\u00e3o se comunicam da mesma forma em todos os lugares. As prefer\u00eancias de canal, as normas locais e at\u00e9 mesmo as regulamenta\u00e7\u00f5es variam muito de um pa\u00eds para outro.<\/p>\n\n\n\n<p>At\u00e9 2026, o sucesso depender\u00e1 da capacidade das marcas de se adaptarem a essas prefer\u00eancias.  Vai al\u00e9m de saber que <a href=\"https:\/\/sinch.com\/pt\/blog\/apps-de-mensagens-mais-populares-por-pais\/\" target=\"_blank\" rel=\"noreferrer noopener\">o WhatsApp domina no Brasil ou na \u00cdndia<\/a> ou que o RCS est\u00e1 decolando nos EUA. A verdadeira necessidade \u00e9 que as marcas entendam como as pessoas de cada regi\u00e3o preferem se conectar e trabalhem com especialistas locais que entendam as nuances do idioma, da cultura e da compliance.<\/p>\n\n\n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  mb-2\">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=Bb16YBv5PZs\" class=\"lazy-video-link\" data-lazy-video=\"Bb16YBv5PZs\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/Bb16YBv5PZs\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/Bb16YBv5PZs\/maxresdefault.jpg\" alt=\"Regional strategies will set global leaders apart | Sinch Predictions 2026\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n                            <figcaption class=\"video-caption\">\r\n                    O sucesso global em 2026 exigir\u00e1 estrat\u00e9gias de canal hiperlocais. Robert Gerstmann, Evangelista-Chefe e Cofundador da Sinch, aborda por que o que costumava funcionar n\u00e3o funcionar\u00e1 mais necessariamente.                <\/figcaption>\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=Bb16YBv5PZs#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/Bb16YBv5PZs\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/Bb16YBv5PZs\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=Bb16YBv5PZs\",\n    \"name\": \"Regional strategies will set global leaders apart | Sinch Predictions 2026\",\n    \"description\": \"Many brands still use a one-size-fits-all approach to communication, sending messages that often feel irrelevant. In 2026, regionalized strategies will separate global leaders from followers. \\n\\nSinch\\u2019s Chief Evangelist and Co-Founder Robert Gerstmann explains how in 2026, brands will need to tailor messages for local preferences, channels, and timing, from Line in Japan to WhatsApp in Brazil or RCS in the U.S. Success will depend on understanding local behaviors, routing messages intelligently, and delivering the right message at the right time. \\n\\nBy mastering communications locally, brands can elevate customer experiences, strengthen engagement, and gain a global edge. Regional strategies will define who leads and who follows in 2026. \\n\\nThis video is part of Sinch Predictions 2026, our annual, research-driven look at the trends transforming customer communications in the year ahead. \\n\\nExplore all of Sinch\\u2019s Predictions for 2026: https:\/\/sinch.com\/blog\/customer-communications-predictions\/\",\n    \"uploadDate\": \"2025-11-20T21:55:01+00:00\",\n    \"duration\": \"PT2M50S\"\n}        <\/script>\r\n        \r\n\t\r\n\n\n\n<p>A chave para o sucesso n\u00e3o ser\u00e1 criar dezenas de estrat\u00e9gias de mensagens do zero em 2026. Ser\u00e1 a combina\u00e7\u00e3o da consist\u00eancia global com a experi\u00eancia local, enviando a mensagem certa, para as pessoas certas, nos canais certos em cada regi\u00e3o.<\/p>\n\n\n\n<p>Veja como voc\u00ea pode garantir que sua empresa esteja preparada para uma estrat\u00e9gia global de mensagens em 2026:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Invista no conhecimento regional.<\/strong> Fa\u00e7a parcerias com equipes ou provedores que entendam o cen\u00e1rio local, desde a cultura at\u00e9 a compliance.<\/li>\n\n\n\n<li><strong>Torne a compliance fundamental. Antes de criar qualquer campanha, certifique-se de entender as regras espec\u00edficas de privacidade e conte\u00fado de cada mercado.<\/li>\n\n\n\n<li><strong>Pense globalmente, aja localmente<\/strong>. Mantenha sua estrat\u00e9gia geral centralizada, mas d\u00ea a cada mercado a flexibilidade para <a href=\"https:\/\/sinch.com\/resources\/global-communication-channel-guide\/\" target=\"_blank\" rel=\"noreferrer noopener\">adaptar suas pr\u00f3prias mensagens e canais<\/a>.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-7-PT-1-1024x401.png\" alt=\"\" class=\"wp-image-172159\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">7. Comunica\u00e7\u00f5es verificadas e seguras definir\u00e3o o futuro da confian\u00e7a na marca<\/h2>\n\n\n\n<p>Os consumidores modernos s\u00e3o compreensivelmente cautelosos, especialmente com <a href=\"https:\/\/tcpaworld.com\/2025\/06\/11\/robocalls-on-the-rise-latest-robocall-index-update-confirms-trend-robocalls-up-nearly-20-yoy\/\" target=\"_blank\" rel=\"noreferrer noopener\">o Growth de dois d\u00edgitos<\/a> em chamadas de spam e fraude. Essa cautela faz com que seja dif\u00edcil para uma marca se destacar, especialmente porque at\u00e9 mesmo as mensagens leg\u00edtimas costumam ser vistas com desconfian\u00e7a. Nossa pesquisa mostra que <a href=\"https:\/\/sinch.com\/pt\/como-se-comunicar-com-clientes\/capitulo\/seguros\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\" target=\"_blank\" rel=\"noreferrer noopener\">53% dos consumidores<\/a> receberam mensagens leg\u00edtimas de marcas que inicialmente consideraram suspeitas, criando uma grande barreira para a confian\u00e7a.<\/p>\n\n\n\n<p>At\u00e9 2026, as marcas que vencerem ser\u00e3o aquelas que tornarem a confian\u00e7a <strong>vis\u00edvel<\/strong> e <strong>sem empecilhos<\/strong>. As empresas far\u00e3o duas coisas excepcionalmente bem: tornar cada mensagem visivelmente segura e proteger cada intera\u00e7\u00e3o com o cliente com uma autentica\u00e7\u00e3o que pare\u00e7a f\u00e1cil.<\/p>\n\n\n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  mb-2\">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=Ypj5e6GVC5w\" class=\"lazy-video-link\" data-lazy-video=\"Ypj5e6GVC5w\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/Ypj5e6GVC5w\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/Ypj5e6GVC5w\/maxresdefault.jpg\" alt=\"Verified, secure messaging will build trust | Sinch Predictions 2026\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n                            <figcaption class=\"video-caption\">\r\n                    Em 2026, a confian\u00e7a funcionar\u00e1 de duas maneiras: as marcas precisar\u00e3o mostrar quem s\u00e3o e como mant\u00eam os consumidores seguros. Robert Gerstmann, da Sinch, explica.                <\/figcaption>\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=Ypj5e6GVC5w#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/Ypj5e6GVC5w\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/Ypj5e6GVC5w\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=Ypj5e6GVC5w\",\n    \"name\": \"Verified, secure messaging will build trust | Sinch Predictions 2026\",\n    \"description\": \"Fraud and scams across email, messaging, and voice are eroding consumer trust. In 2026, verified and secure communications will define the future of brand trust. \\n\\nSinch\\u2019s Chief Evangelist and Co-Founder, Robert Gerstmann, explains how channels like WhatsApp and RCS provide built-in verification and branding, showing customers exactly who they\\u2019re communicating with. Meanwhile, network-level verification and frictionless authentication remove traditional security hurdles, creating a smoother, safer experience. \\n\\nThe result: Consumers gain confidence in every interaction, and brands can engage more effectively. In 2026, these kinds of verified, secure communications will be the foundation of trust in the next era of customer engagement. \\n\\nThis video is part of Sinch Predictions 2026, our annual, research-driven look at the trends transforming customer communications in the year ahead. \\n\\nExplore all of Sinch\\u2019s Predictions for 2026: https:\/\/sinch.com\/blog\/customer-communications-predictions\/\",\n    \"uploadDate\": \"2025-11-20T21:55:27+00:00\",\n    \"duration\": \"PT4M\"\n}        <\/script>\r\n        \r\n\t\r\n\n\n\n<p>Primeiro, quando as marcas entrarem em contato com os consumidores, elas precisar\u00e3o dar uma prova visual instant\u00e2nea de que suas mensagens s\u00e3o leg\u00edtimas. <a href=\"https:\/\/sinch.com\/blog\/rcs-verified-senders\/\" target=\"_blank\" rel=\"noreferrer noopener\">Perfis de remetente verificados<\/a> (com logotipos oficiais e\/ou marcas de verifica\u00e7\u00e3o em canais como RCS e WhatsApp) se tornar\u00e3o a norma.<\/p>\n\n\n\n<p>Em segundo lugar, quando os consumidores entrarem em contato com uma marca, a seguran\u00e7a parecer\u00e1 f\u00e1cil.  Prote\u00e7\u00f5es inteligentes e invis\u00edveis, como biometria passiva e autentica\u00e7\u00e3o sem senha, manter\u00e3o as pessoas seguras em segundo plano. Cerca de <a href=\"https:\/\/sinch.com\/pt\/como-se-comunicar-com-clientes\/capitulo\/seguros\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\" target=\"_blank\" rel=\"noreferrer noopener\">metade dos consumidores<\/a> dizem at\u00e9 mesmo que se sentem mais seguros quando essas etapas extras existem.<\/p>\n\n\n\n<p>Todos os sinais apontam para a mesma verdade: a verifica\u00e7\u00e3o vis\u00edvel e a seguran\u00e7a cont\u00ednua definir\u00e3o um novo padr\u00e3o para a cria\u00e7\u00e3o de confian\u00e7a em 2026. <\/p>\n\n\n\n<p>Veja como voc\u00ea pode se preparar para essa realidade:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Torne a autenticidade vis\u00edvel. Use canais ou mecanismos que permitam que os clientes reconhe\u00e7am instantaneamente a sua marca e se autentiquem, sem atras\u00e1-los.<\/li>\n\n\n\n<li><strong>Eduque seus clientes. <\/strong>Seja transparente sobre suas etapas de seguran\u00e7a. Mostre a eles como s\u00e3o as mensagens reais e verificadas &#8211; e por que eles podem confiar nas suas.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-8-PT-1-1024x401.png\" alt=\"\" class=\"wp-image-172165\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">8. As caixas de entrada inteligentes do futuro reinventar\u00e3o o email como um canal de precis\u00e3o<\/h2>\n\n\n\n<p>Durante anos, a estrat\u00e9gia das empresas para n\u00e3o mandar emails em massa foi adicionar alguma personaliza\u00e7\u00e3o leve, como escrever o primeiro nome aqui ou aplicar um segmento amplo ali. E, embora essa estrat\u00e9gia tenha feito com que os emails parecessem um pouco menos gen\u00e9ricos no in\u00edcio, ela n\u00e3o oferece a relev\u00e2ncia que os clientes esperam agora. Como os destinat\u00e1rios agora exigem comunica\u00e7\u00f5es realmente direcionadas, essa abordagem s\u00f3 contribuiu para tornar as caixas de entrada impessoais e desorganizadas.<\/p>\n\n\n\n<p>At\u00e9 2026, isso mudar\u00e1 \u00e0 medida que as caixas de entrada evolu\u00edrem. A intelig\u00eancia da caixa de entrada e os requisitos de remetente mais rigorosos da Apple e do Google atuar\u00e3o como guardi\u00f5es pessoais, decidindo quais mensagens merecem aten\u00e7\u00e3o. Eles classificam, resumem e priorizam com base no que acham que \u00e9 mais importante para cada usu\u00e1rio.<\/p>\n\n\n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  mb-2\">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=OQv6vmg1Muc\" class=\"lazy-video-link\" data-lazy-video=\"OQv6vmg1Muc\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/OQv6vmg1Muc\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/OQv6vmg1Muc\/maxresdefault.jpg\" alt=\"Tomorrow\u2019s intelligent inbox reinvents email | Sinch Predictions 2026\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n                            <figcaption class=\"video-caption\">\r\n                    O e-mail n\u00e3o est\u00e1 morto \u2013 muito pelo contr\u00e1rio. Jonathan Bean explica como o canal favorito dos consumidores se tornar\u00e1 ainda mais relevante em 2026.                <\/figcaption>\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=OQv6vmg1Muc#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/OQv6vmg1Muc\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/OQv6vmg1Muc\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=OQv6vmg1Muc\",\n    \"name\": \"Tomorrow\\u2019s intelligent inbox reinvents email | Sinch Predictions 2026\",\n    \"description\": \"For years, email has been cluttered with generic blasts, leaving customers frustrated. By 2026, intelligent inboxes will change that, prioritizing messages that truly matter to each user. \\n\\nSinch\\u2019s CMO, Jonathan Bean, explains how in 2026, inboxes will learn what truly matters to each user, filtering out noise and prioritizing meaningful messages. Brands that provide real value by anticipating consumer needs rather than just selling will earn attention and loyalty. \\n\\nThe intelligent inbox will finally deliver on the long-promised personalization at scale, making email a precise, curated, customer-focused channel.  \\n\\nThis video is part of Sinch Predictions 2026, our annual, research-driven look at the trends transforming customer communications in the year ahead. \\n\\nExplore all of Sinch\\u2019s Predictions for 2026: https:\/\/sinch.com\/blog\/customer-communications-predictions\/\",\n    \"uploadDate\": \"2025-11-20T21:55:56+00:00\",\n    \"duration\": \"PT2M28S\"\n}        <\/script>\r\n        \r\n\t\r\n\n\n\n<p>A sorte favorece os relevantes e, para ganhar um lugar na caixa de entrada principal, as marcas precisar\u00e3o ir al\u00e9m da segmenta\u00e7\u00e3o ampla e <strong>provar que vale a pena abrir cada mensagem.<\/strong> Essa prova vem do fornecimento de valor real e demonstr\u00e1vel, por meio de mensagens que antecipam as necessidades do cliente em vez de apenas tentar vender para ele.<\/p>\n\n\n\n<p>Nossa pesquisa mostra que <a href=\"https:\/\/sinch.com\/pt\/como-se-comunicar-com-clientes\/capitulo\/engajados\/?utm_content=blog&amp;utm_term=&amp;intcmp=GL-25-Brn_SCC_blog_content\" target=\"_blank\" rel=\"noreferrer noopener\">42% dos consumidores<\/a> esperam promo\u00e7\u00f5es personalizadas e quase 30% esperam que as marcas usem seu hist\u00f3rico de compras para tornar as mensagens mais relevantes. As marcas que atenderem a essas expectativas ganhar\u00e3o aten\u00e7\u00e3o em um dos canais mais poderosos que existem.<\/p>\n\n\n\n<p>Como voc\u00ea pode se preparar para atualizar sua estrat\u00e9gia de email em 2026:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Use dados em tempo real.<\/strong> Acione emails com base no que os consumidores realmente fazem, como navegar em um produto ou deixar algo no carrinho.<\/li>\n\n\n\n<li><strong>Repense suas m\u00e9tricas de sucesso. \u00c0 medida que a IA come\u00e7ar a resumir e filtrar as mensagens, as taxas de abertura de email v\u00e3o se tornar menos importantes. Comece a monitorar as m\u00e9tricas de engajamento, como convers\u00f5es e respostas diretas, para medir o que realmente repercute em seu p\u00fablico.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/11\/SI-Predictions-2026-Blog-Header-9-PT-1-1024x401.png\" alt=\"\" class=\"wp-image-172171\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">A conclus\u00e3o: a conex\u00e3o com o cliente est\u00e1 sendo reimaginada<\/h2>\n\n\n\n<p>Antes de 2026, a comunica\u00e7\u00e3o era principalmente voltada para a efici\u00eancia e o alcance do maior n\u00famero poss\u00edvel de pessoas.  Mas, em contrapartida, muitas vezes sacrificou o significado, a confian\u00e7a e a emo\u00e7\u00e3o.<\/p>\n\n\n\n<p>Em 2026 e no futuro, tudo mudar\u00e1 para a efic\u00e1cia:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A IA possibilitar\u00e1 um grande n\u00famero de conversas.<\/li>\n\n\n\n<li>A voz e as mensagens far\u00e3o com que as intera\u00e7\u00f5es pare\u00e7am mais naturais.<\/li>\n\n\n\n<li>A confian\u00e7a e a verifica\u00e7\u00e3o s\u00e3o essenciais na seguran\u00e7a.<\/li>\n\n\n\n<li>A personaliza\u00e7\u00e3o finalmente come\u00e7ar\u00e1 a parecer pessoal.<\/li>\n<\/ul>\n\n\n\n<p>Isso pode parecer assustador, mas para as marcas que est\u00e3o prontas para adotar essas mudan\u00e7as, os sinais s\u00e3o promissores. E, embora n\u00e3o possamos prometer que o futuro seja imut\u00e1vel, nossa leitura sugere claramente uma coisa: atender \u00e0s expectativas dos clientes \u00e9 fundamental.<\/p>\n\n\n\n<p><strong>Est\u00e1 curioso para saber como essas previs\u00f5es ser\u00e3o colocadas em pr\u00e1tica?<\/strong> Assista ao nosso <a href=\"https:\/\/sinch.com\/webinars\/sinch-predictions-2026\/\" target=\"_blank\" rel=\"noreferrer noopener\">webinar de Previs\u00f5es da Sinch<\/a> e explore o que vem por a\u00ed para a comunica\u00e7\u00e3o com o cliente em 2026.<\/p>\n\n\n\r\n\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden  \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=_tZqB3qufM0\" class=\"lazy-video-link\" data-lazy-video=\"_tZqB3qufM0\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-language=\"pt\" data-thumb=\"https:\/\/img.youtube.com\/vi\/_tZqB3qufM0\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/_tZqB3qufM0\/maxresdefault.jpg\" alt=\"Sinch Predictions 2026: What&#039;s in the cards for customer communications? (Webinar)\">\r\n                <\/a>\r\n            <\/div>\r\n\r\n            \r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=_tZqB3qufM0#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/_tZqB3qufM0\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/_tZqB3qufM0\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=_tZqB3qufM0\",\n    \"name\": \"Sinch Predictions 2026: What's in the cards for customer communications? (Webinar)\",\n    \"description\": \"What\\u2019s next for customer communications in 2026? In our Sinch Predictions 2026 panel discussion, Sophie Cheng (Sinch), Stefano Nicoletti (Mobile Ecosystem Forum), and Vandita Arora (HubSpot) explore the trends redefining customer communications.\\n\\nDiscover how AI-driven conversations, trusted identity, and smarter messaging strategies across SMS, RCS, and WhatsApp are shaping customer engagement in 2026 and how brands can prepare for the year ahead.\",\n    \"uploadDate\": \"2026-01-28T18:38:23+00:00\",\n    \"duration\": \"PT1H1M20S\"\n}        <\/script>\r\n        \r\n\t\r\n\n\n\n<p>J\u00e1 mostramos nossas previs\u00f5es &#8211; agora \u00e9 a sua vez. Na Sinch, estamos ajudando as empresas a dar vida a esse futuro, criando uma tecnologia que ajuda a tornar cada intera\u00e7\u00e3o mais confi\u00e1vel e mais humana. <strong>Est\u00e1 curioso para saber como nossa equipe pode ajudar? <a href=\"https:\/\/sinch.com\/pt\/entre-em-contato-conosco\/\" target=\"_blank\" rel=\"noreferrer noopener\">Vamos conversar!<\/a><\/strong><\/p>\n","protected":false},"author":15,"featured_media":172116,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"blog_category":[303],"class_list":["post-171748","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-insights-pt"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>2026 Customer Communication Trends - Sinch Predictions Revealed<\/title>\n<meta name=\"description\" content=\"2026 will rewrite the rules of customer communication. Learn how AI, trust, and personalization will shape what comes next.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sinch.com\/pt\/blog\/previsoes-comunicacao-com-o-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"2026 Customer Communication Trends - Sinch Predictions Revealed\" \/>\n<meta property=\"og:description\" content=\"2026 will rewrite the rules of customer communication. 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