Shift to digital channels or leave ROI on the table. It's that simple.

woman in center of wall of screens, illustrating conversational AI systems working across digital channels that can analyze user data and user intent

8 out of 10

consumers are more likely to purchase from businesses that connect their interactions across phone, email, and messaging platforms (text messages, WhatsApp, Facebook Messenger), on websites, or in-app messaging.

Through 2026, 50% of large organizations will fail to unify engagement channels, resulting in a disjointed and siloed CX that lacks context.

Market Guide for Digital Customer Service and Support • Gartner, Inc. • 2023

The more options the better

Consumers are more likely to purchase from a company that lets them...


of consumers say they're more likely to purchase from a company that lets them message as opposed to only having the option to call.


of consumers want the option to seamlessly switch between calling and messaging depending on their preference at the moment.


of consumers say they're more likely to purchase from a company that lets them browse, buy, and get answers over messaging.

88% of internet users say they prefer to connect with brands via messaging over other contact channels. We expect significant session growth in the messaging channel in 2024.

Liz Ferriter • Global Lead of Channel Partnerships • Google's Business Messages

Authentic personalization should start with a conversation


of consumers want brands to create personalized connections with them.

Consumers prefer conversations to cookies.

Brands rely on third-party cookies to deliver personalized experiences but half of consumers say they do not want companies to track their online behavior. Yet, 62% of consumers say they are willing to share information in a conversation when asked.

The more digital channels businesses hold conversations on, the more opportunities they have to personalize the experience. Brands that integrate their CRM, CMS, or other systems with their digital conversation channels can build a 360-degree view of each contact — providing agents (or AI) with everything they need to deliver truly personalized conversations.

Discover more ways to connect with consumers.

Download the full report