This report focuses on the rapid evolution of customer communications in India, driven by mobile-first behavior, increased digital adoption, and rising consumer expectations. It explores how businesses are shifting from traditional voice and SMS to conversational channels such as WhatsApp, RCS, and in-app messaging. The document highlights key trends including personalization at scale, automation through chatbots, and the growing role of AI in customer engagement. It also addresses India-specific challenges such as scale, language diversity, and cost efficiency. Through insights and examples, the ebook demonstrates how modern messaging platforms enable businesses to improve reach, engagement, and trust while supporting long-term digital transformation in one of the world’s fastest-growing

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