97% of Businesses to Use AI in Customer Communications in 2025, But Are Consumers Ready for It?
STOCKHOLM, June 16, 2025 /PRNewswire/ -- Sinch (Sinch AB (publ)) (XSTO: SINCH), which is pioneering the way the world communicates through its Customer Communications Cloud, today released new research indicating that nearly all businesses plan to incorporate artificial intelligence into their customer communications this year. The report, the state of customer communications, explores how brands are adapting their engagement strategies as customer expectations rise, and AI adoption accelerates globally.
Based on surveys of 2,800 consumers and 1,600 business leaders across industries including retail, financial services, healthcare, and technology, the report shows that AI is set to play a central role in transforming how companies build seamless omnichannel execution across channels and deliver real-time support and personalized experiences.
The findings show that consumers increasingly expect consistent, secure, personalized experiences across channels like SMS, email, chat, and voice. Businesses are responding by integrating their communication strategies to deliver more seamless, AI-driven omnichannel engagement.
"Customer communication is no longer just about sending a message. It's about creating moments that engage people and drive business results," said Gwen Lafage, VP of Brand and Content at Sinch. "The businesses that lead are putting the customer at the heart of their communication strategies, letting them choose how and where they want to connect and using AI, and channels like RCS, to make every interaction smarter, faster, and more meaningful. That is how you create standout experiences and real business impact."
Key findings from the report:
The research identifies key trends shaping the future of digital customer communications, where AI, trust, and omnichannel execution intersect to deliver better customer experiences.
AI adoption is accelerating97% of businesses plan to use AI in their customer communications this year, with top investment areas for 2025 including AI voice assistants (63%) and AI-driven chatbots (43%). AI is quickly becoming the foundation of modern engagement strategies, providing real-time support, smarter personalization, and secure verification.
AI trust is generationalMillennials and Gen Z are embracing AI-powered interactions for speed and ease. In contrast, older consumers remain more cautious, particularly around transparency and data usage. 71% of Gen Z respondents would work with an AI-chatbot trained on support documentation. That compares to 42% of all age groups
Consumers expect channel choice and relevance.58% of consumers want to choose the channels they receive messages on, with preferences varying by use case and demographic. Businesses are under pressure to match these expectations with more flexible, personalized, and integrated communication strategies.
RCS is gaining traction59% of business leaders view Rich Communication Services (RCS) as a game-changer. This mobile messaging option was also consistently chosen by consumers over other formats for promotional, informational, and verification messages. The channel includes features like verified sender, image carousels, video, quick replies, and embedded calls to action, transforming what's possible in mobile messaging.
To help brands transform single interactions into real relationships, Sinch introduces a simple framework built around four essential use cases that drive both customer experience and business impact:
Marketing campaigns: Keep customers engaged with personalized messages that capture attention and drive conversions.
Customer updates: Keep customers informed with personalized alerts that drive timely actions and reduce operational inefficiencies.
Identity and verification: Keep customers safe by securing identities and interactions and preventing fraud through verified communication.
Customer service: Keep customers happy with fast, responsive support that builds loyalty and retention.
As competition intensifies and customer expectations continue to rise, the ability to deliver clear, secure, and relevant omnichannel communication is becoming a key business priority.
"It has never been more important, or more achievable, to create experiences that customers love," said Sophie Cheng, SVP of Product Marketing at Sinch. "But to do that, businesses must embrace AI to create seamless, trusted omnichannel strategies that focus on keeping their audiences engaged, informed, safe, and happy. That's exactly what our framework delivers: a clear focus on smarter digital communications that drive stronger business outcomes. With Sinch's deep channel expertise and enterprise-grade infrastructure, we help businesses bring this strategy to life across every stage of the customer journey."
Sinch's new report, The state of customer communications, is now available. It offers practical insights, global consumer data, and advice for businesses looking to innovate how they engage customers.
Download the full report or visit www.sinch.com to learn more.
For more information please contact:
Janet Lennon, Director of Global PR & Communications
janet.lennon@sinch.com |1.206.914.6175
This information was brought to you by Cision http://news.cision.com
https://news.cision.com/sinch-ab/r/97--of-businesses-to-use-ai-in-customer-communications-in-2025--but-are-consumers-ready-for-it-,c4164377
View original content:https://www.prnewswire.com/news-releases/97-of-businesses-to-use-ai-in-customer-communications-in-2025-but-are-consumers-ready-for-it-302482443.html
SOURCE Sinch AB
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
Yahoo
an hour ago
- Yahoo
Elbit Systems To Report Second Quarter 2025 Financial Results on August 13, 2025
The Company will host a Conference Call to discuss its financial results on August 13, 2025 at 9:00am ET HAIFA, Israel, July 30, 2025 /PRNewswire/ -- Elbit Systems Ltd. (NASDAQ: ESLT) (TASE: ESLT) ("Elbit Systems" or the "Company") announced today that it will publish its Second Quarter 2025 financial results on Wednesday, August 13, 2025. Results Conference Call The Company will host a conference call on August 13, 2025, at 9:00am Eastern Time. On the call, management will review and discuss the results and will be available to answer questions. To participate, please call one of the dial-in numbers below: US Dial-in Number: 1-866-744-5399Canada Dial-in Number: 1-866-485-2399Israel Dial-in Number: +972-3-918-0644International Dial-in Number: +972-3-918-0644 at 9:00am Eastern Time; 6:00am Pacific Time; 4:00pm Israel Time This call will also be broadcast live on Elbit Systems' website at An online replay will be available from 24 hours after the call ends. Alternatively, for two days following the call, investors will be able to dial a replay number to listen to the call. The dial-in numbers are: 1-888-782-4291 (U.S. and Canada) or +972-3-925-5900 (Israel and International). About Elbit Systems Elbit Systems is a leading global defense technology company, delivering advanced solutions for a secure and safer world. Elbit Systems develops, manufactures, integrates and sustains a range of next-generation solutions across multiple domains. Driven by its agile, collaborative culture, and leveraging Israel's technology ecosystem, Elbit Systems enables customers to address rapidly evolving battlefield challenges and overcome threats. Elbit Systems employs approximately 20,000 people in dozens of countries across five continents. The Company reported $1.9 billion in revenues for the three months ended March 31, 2025 and an order backlog of $23.1 billion as of such date. For additional information, visit: follow us on Twitter or visit our official Youtube Channel. Company Contact: Dr. Yaacov (Kobi) Kagan, EVP & Chief Financial OfficerTel: + Daniella Finn, VP, Investor RelationsTel: + Dalia Bodinger, VP, Communications & BrandTel: + This press release may contain forward–looking statements (within the meaning of Section 27A of the Securities Act of 1933, as amended, Section 21E of the Securities Exchange Act of 1934, as amended and the Israeli Securities Law, 1968) regarding Elbit Systems Ltd. and/or its subsidiaries (collectively the Company), to the extent such statements do not relate to historical or current facts. Forward-looking statements are based on management's current expectations, estimates, projections and assumptions about future events. Forward–looking statements are made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995, as amended. These statements are not guarantees of future performance and involve certain risks, uncertainties and assumptions about the Company, which are difficult to predict, including projections of the Company's future financial results, its anticipated growth strategies and anticipated trends in its business. Therefore, actual future results, performance and trends may differ materially from these forward–looking statements due to a variety of factors, including, without limitation: scope and length of customer contracts; governmental regulations and approvals; changes in governmental budgeting priorities; general market, political and economic conditions in the countries in which the Company operates or sells, including Israel and the United States among others, including the duration and scope of the current war in Israel, and the potential impact on our operations; changes in global health and macro-economic conditions; differences in anticipated and actual program performance, including the ability to perform under long-term fixed-price contracts; changes in the competitive environment; and the outcome of legal and/or regulatory proceedings. The factors listed above are not all-inclusive, and further information is contained in Elbit Systems Ltd.'s latest annual report on Form 20-F, which is on file with the U.S. Securities and Exchange Commission. All forward–looking statements speak only as of the date of this release. Although the Company believes the expectations reflected in the forward-looking statements contained herein are reasonable, it cannot guarantee future results, level of activity, performance or achievements. Moreover, neither the Company nor any other person assumes responsibility for the accuracy and completeness of any of these forward-looking statements. The Company does not undertake to update its forward-looking statements. Elbit Systems Ltd., its logo, brand, product, service and process names appearing in this Press Release are the trademarks or service marks of Elbit Systems Ltd. or its affiliated companies. All other brand, product, service and process names appearing are the trademarks of their respective holders. Reference to or use of a product, service or process other than those of Elbit Systems Ltd. does not imply recommendation, approval, affiliation or sponsorship of that product, service or process by Elbit Systems Ltd. Nothing contained herein shall be construed as conferring by implication, estoppel or otherwise any license or right under any patent, copyright, trademark or other intellectual property right of Elbit Systems Ltd. or any third party, except as expressly granted herein. Logo: View original content: SOURCE Elbit Systems Ltd. Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Yahoo
an hour ago
- Yahoo
Online Gaming Market to Surge to USD 333.20 Billion by 2030, Driven by Technological Innovations and Cloud Integration: MarkNtel Advisors (Top Players - Tencent, Microsoft, Bandai Namco Holdings & Others)
NEW DELHI, July 30, 2025 /PRNewswire/ -- According to the latest industry analysis, the Global Online Gaming Market is projected to grow from USD 208.58 billion in 2024 to USD 333.20 billion by 2030, expanding at a robust CAGR of 8.12% during the forecast period of 2025–2030. This significant growth is fueled by increasing adoption of electronic devices, evolving gamer preferences, widespread digitalization, and the rapid development of cloud gaming technologies. The report, developed by market intelligence firm MarkNtel Advisors, provides a comprehensive view of the market dynamics, key growth factors, segmentation breakdowns, and emerging opportunities that define the trajectory of the global online gaming industry. How Big is the Online Gaming Industry? Market Size Value in 2024: USD 208.58 Billion Industry Revenue Forecast in 2030: USD 333.20 Billion Growth Rate: CAGR of 8.12% Base Year of Estimation: 2024 Historical Data: 2020-2023 Future Forecast Period: 2025-2030 Request Free Sample Report: Online Gaming: A Digital Powerhouse Redefining Entertainment Online gaming has evolved into a mainstream form of entertainment across all age groups and demographics. With the widespread accessibility of mobile phones, the proliferation of high-speed internet, and the surge of eSports and social gaming platforms, the gaming landscape has transformed into a vibrant, fast-paced ecosystem. The report attributes the market's expansion to a combination of factors, including: Surging Demand for Mobile Gaming: Mobile platforms dominate the market with a 43% share, thanks to the affordability and accessibility of smartphones and tablets, particularly in Asia-Pacific and emerging economies. The widespread deployment of 5G, combined with lower latency and enhanced graphics on mobile devices, is reshaping the online gaming experience. Cloud Gaming and Streaming Services: Cloud-based platforms are disrupting the traditional gaming ecosystem. Players can now stream high-quality games without investing in expensive hardware. Industry giants like Google, Microsoft, and Amazon are investing heavily in cloud infrastructure, with a collective spend of over USD 395 billion in the U.S. in 2025 alone. Gamification and In-Game Monetization Models: The adoption of reward-based gaming, in-game purchases, NFTs, and avatar customization are contributing to player engagement and extended playtime. Game developers are leveraging these features to build monetization strategies while offering players unique, immersive experiences. Key Market Drivers and Opportunities 1.) Rise of Electronic Devices Fuels Market Momentum As of 2025, GSMA Intelligence reports approximately 14 billion active electronic devices worldwide—equivalent to 173% of the global population. The shift to digital lifestyles, remote work culture, and global internet penetration has catalyzed this rise. From smartphones to advanced consoles, the growing device ecosystem allows gamers to access diverse platforms seamlessly. 2.) Technological Advancements in Cloud Gaming Cloud gaming is emerging as a core driver of market transformation. The technology removes the need for high-end gaming hardware, enabling affordable access to top-tier gaming content. With the rise in data centers and cloud parks in regions like North America, Europe, India, and Australia, cloud gaming platforms offer scalable, low-latency solutions for millions of gamers worldwide. 3.) eSports and Spectator Gaming The eSports sector has become a cultural phenomenon. Major tournaments such as League of Legends, Valorant, and Dota 2 attract millions of spectators via YouTube, Twitch, and Amazon Prime Video. The report notes that over 7 million viewers tune into each major tournament. Additionally, the integration of traditional sports titles like NBA 2K and F1 has expanded the demographic reach to older and more diverse audiences. Explore Complete Research Report for Detailed Information About Companies, Shares, and Data: - Emerging Market Trends and Main Challenge 1.) Increasing Female Gamer Base and Cross-Generational Appeal The demographic landscape of gamers is becoming increasingly diverse. Female participation is on the rise, and cross-generational appeal is increasing due to the introduction of casual and mobile games that cater to a wider audience. Platforms are adapting to deliver content that resonates with all age groups, from children to seniors. 2.) Growth in Subscription-Based Gaming Models Subscription models are transforming how users access games. Services like Xbox Game Pass, Apple Arcade, and PlayStation Plus are redefining gaming access by offering extensive libraries for a monthly fee. These services reduce upfront costs and offer value through exclusive content and early access to new releases. 2.) Cybersecurity and Data Privacy Concerns As online gaming platforms collect sensitive user data, including payment credentials and identity information, they have become lucrative targets for cybercriminals. According to the FBI's Internet Crime Complaint Center (IC3), cyberattacks grew by 22% in 2023, driven largely by phishing and ransomware incidents. The report warns that without robust cybersecurity infrastructure, game publishers may face user attrition, particularly as gamers become more privacy-conscious and shift toward free-to-play platforms that require less personal data. Segmentation Analysis of Online Gaming Global Market ◾ By Gaming Type Adventure games dominate the market with approximately 33% share. These games combine storytelling, real-time interaction, and immersive graphics, especially when enhanced by AR/VR technologies. The blending of adventure with genres like horror, puzzle, and RPG broadens appeal. ◾ By Platform Mobile phones lead the platform category with 43% share, followed by PCs and consoles. The growth of smartphone gaming is particularly strong in developing nations where affordability and internet access drive usage. ◾ By Gamer Type Casual gamers and social gamers constitute a large share, followed by hardcore and professional gamers. The rise of single-player and multiplayer enthusiasts reflects a growing interest in both solo and social gaming experiences. ◾ By Age Group Young adults (18–24) and adults (25–34) are the largest age demographics engaging with online gaming, though increasing participation is observed among middle-aged (35–54) and senior (55+) populations, especially due to mobile accessibility and casual games. Schedule a Consultation with Our Experts! - Regional Insights: Asia-Pacific Takes the Lead Asia-Pacific dominates the global online gaming market, accounting for around 41% of the total share. The region's growth is attributed to: High population density Affordable smartphone penetration Expanding internet infrastructure Active eSports scene and gaming events like the Tokyo Game Show India, China, Japan, and Indonesia are among the fastest-growing gaming markets globally, collectively accounting for more than half of the world's online gamers. In Q1 2025 alone, over 1.93 billion gaming applications were downloaded in Southeast Asia, reflecting the region's insatiable appetite for digital entertainment. Competitive Landscape By MarkNtel Advises, the top online gaming companies in 2025: Activision Blizzard, Inc. Microsoft Corporation Apple Inc. Electronic Arts Inc. Sony Interactive Entertainment Inc. Nintendo Co., Ltd. Tencent Holdings Ltd. Ubisoft Entertainment NEXON Co., Ltd. Square Enix Holdings Co., Ltd. and more… These companies are investing in AI integration, cloud streaming, and cross-platform compatibility to future-proof their offerings. Industry Developments Microsoft & AMD (2025): Announced a new Xbox hardware portfolio with custom AMD chips focused on AI-powered gameplay and cross-platform compatibility. Nintendo (2025): Launched the Nintendo Switch 2 with enhanced performance and full backward compatibility, solidifying its hardware leadership. About Us – MarkNtel Advisors is a leading consulting, data analytics, and market research firm that provides an extensive range of strategic reports on diverse industry verticals. We being a qualitative & quantitative research company, strive to deliver data to a substantial & varied client base, including multinational corporations, financial institutions, governments, and individuals, among others. We have our existence across the market for many years and have conducted multi-industry research across 80+ countries, spreading our reach across numerous regions like America, Asia-Pacific, Europe, the Middle East & Africa, etc., and many countries across the regional scale, namely, the US, India, the Netherlands, Saudi Arabia, the UAE, Brazil, and several others. Discover More Market Insights Like This One! – Global Cloud Gaming Market Research Report: Forecast (2025-2030) Vietnam Cloud Gaming Market Research Report: Forecast (2025-2030) - The Vietnam Cloud Gaming Market size was valued at around USD 2.64 million in 2024 and is projected to reach USD 11.05 million by 2030. Along with this, the market is estimated to grow at a CAGR of around 22.60% during the forecast period, i.e., 2025-30. Philippines Cloud Gaming Market Research Report: Forecast (2025-2030) - The Philippines Cloud Gaming Market size was valued at around USD3.96 million in 2024 and is expected to reach USD16.57 million by 2030. Along with this, the market is estimated to grow at a CAGR of around 22.61% during the forecast period, i.e., 2025-30 Southeast Asia Cloud Gaming Market Research Report: Forecast (2025-2030) - The Southeast Asia Cloud Gaming Market size was valued at around USD 121.29 million in 2024 and is projected to reach USD 698.22 million by 2030. The market is also estimated to grow at a CAGR of around 23.92% during the forecast period, i.e., 2025-30. UAE Gaming Market Research Report: Forecast (2025-2030)- The UAE Gaming Market size was valued at around USD 484.1 million in 2023 and is projected to reach around USD 754.2 million by 2030. Along with this, the market is estimated to grow at a CAGR of around 6.16% during the forecast period, i.e., 2025-30 Global Metaverse in Gaming Market Research Report: Forecast (2023-2028) - The Global Metaverse in Gaming Market is projected to grow at a CAGR of around 41.2% during the forecast period, i.e., 2023-28. Saudi Arabia Online Gaming Market Research Report: Forecast (2023-2028) - The Saudi Arabia Online Gaming Market is projected to grow at around 7.85% CAGR during the forecast period, i.e., 2023-28. The growth of the market would be propelled mainly by the increasing number of affordable internet plans, easy access to online games. Contact: MarkNtel AdvisorsOffice No.109, H-159, Sector 63, Noida, Uttar Pradesh-201301, IndiaContact No: +91 8719999009Email: sales@ our Website: Source: Logo: View original content: SOURCE MarkNtel Advisors Sign in to access your portfolio
Yahoo
5 hours ago
- Yahoo
China Southern Power Grid Showcases Multiple AI Achievements at 2025 World Artificial Intelligence Conference
SHANGHAI, July 29, 2025 /PRNewswire/ -- From July 26 to 28, the 2025 World Artificial Intelligence Conference (WAIC) convened in Shanghai under the theme "Global Solidarity in the AI Era." As a strategic partner of the event, China Southern Power Grid (CSG) unveiled an exhibition themed "Empowering Every kwh with AI" and hosted a forum focused on AI-driven innovation in the power sector. CSG also presented a range of AI-powered applications at the China AI Industry Innovation Exhibition, highlighting its latest initiatives to integrate AI into energy and power systems and support the growth of a smarter industrial ecosystem. In recent years, CSG embraced emerging technologies—particularly artificial intelligence—and achieved a number of breakthrough advances. These include strengthening its technological foundation, deploying a wide range of demonstration scenarios, and helping build an AI ecosystem within the power sector. These efforts have played a key role in building the New Energy System and the New Power System and serving the industry's transition to low-carbon and environmentally responsible operations. Looking ahead, CSG will continue to prioritize national strategic objectives, including the Digital China initiative and the broader energy transition. The company plans to deepen its research into AI technologies and expand their application across the energy sector, while strengthening collaboration across the industry value chain. Through these efforts, CSG aims to contribute Chinese solutions and expertise to the global digital and intelligent transformation of the energy industry, and to the long-term goals of carbon peaking and carbon neutrality. View original content to download multimedia: SOURCE China Southern Power Grid (CSG)
