Modern messaging has changed the way we communicate. It’s transformed how we keep in touch with friends and family, how we interact in the workplace, how we get our news, and how we wield language itself — think emojis, GIFs and Alexa commands. Yet despite ample evidence that consumers are ready to chat with brands, businesses have largely lacked the tools to message with customers in a personal, secure and scalable way.
We spoke to 34 product, marketing and CX leaders from the world’s most innovative companies including Google, Hootsuite, Uber and Ovum, about the state of conversational business in 2019.
Author Smooch / online report.