The report highlights the current trends in business-to-consumer (B2C) communications, with a focus on the increasing use of digital channels for customer interactions. The use of cloud contact center interactions has increased by 221% compared to 2021, and the number of interactions on digital channels has increased by 68%. The report also notes that messaging apps, such as WhatsApp, have seen a significant increase in usage, with a 2021 vs 2022 increase of 80%. The role of technology across industries is also discussed, with the report noting that chatbots, rich messaging apps, and RCS interactions are becoming increasingly popular. Overall, the report suggests that businesses need to focus on building an omnichannel foundation and providing a conversational experience to meet the changing needs of customers.
