Sinch: The New Standard: AI-Powered Conversational Messaging Transforms Peak Season CX
Sinch — 2025 — Holiday Shopping
The research from Sinch reveals a significant shift towards AI-powered conversational messaging, particularly during peak shopping periods like Black Friday. The findings indicate that richer communication channels are becoming essential for enhancing customer experience, with a notable increase in engagement metrics across these platforms. As consumers expect more interactive and personalized communication, brands must adapt their strategies to meet these evolving demands.
Key Statistics
- RCS experienced a 144% increase compared to 2024
- Email volumes for November grew by 32% compared to 2024
- Total interactions across the Sinch platform reached 27 billion during Black Friday week
Key Takeaways
- Invest in AI-powered conversational channels to enhance customer engagement during peak seasons.
- Develop a robust operational framework for integrating AI with existing customer experience systems.
- Establish clear policies for AI interactions to ensure compliance and customer satisfaction.
Cite as: Sinch. (2025). Sinch: The New Standard: AI-Powered Conversational Messaging Transforms Peak Season CX. Retrieved from https://research.agilebrandguide.com/research/sinch-the-new-standard-ai-powered-conversational-messaging-transforms-peak-season-cx