This comprehensive trends report analyzes business-to-consumer messaging across industries based on more than 150 billion interactions. It documents the rapid rise of conversational experiences, driven by chat apps, rich media, and automation, while reaffirming the continued importance of SMS and email for reliability and security. The report covers omnichannel foundations, chatbot adoption, customer support evolution, and industry-specific use cases. It also explores regional differences and future outlooks, positioning conversational messaging as the standard for modern customer engagement.

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