Twilio surveyed 7,640 consumers and 637 business leaders across 18 countries to uncover the key trends shaping customer engagement in 2025. Here are our biggest takeaways:
- AI must benefit business and consumers: Consumers want better AI: transparent, respectful, and always with a human backup.
- AI is reshaping how businesses personalize: AI is the only way to scale relevance with speed.
- Reliability and transparency are key to consumer trust: Consumers still expect strong data practices AND fast, frictionless experiences. Brands need to deliver both.
Download the full report or check out our blog post that dives into these insights!