At this year’s MEF Leadership Forum Americas in Miami, Sinch’s VP of Product & Carrier Relations, Lodema Steinbach, took the stage to spotlight where enterprise communications are headed – and why omnichannel engagement is no longer optional.

In her session, “The evolution of enterprise omnichannel communications,” Lodema broke down the shifting expectations of today’s digital-first customer and what enterprises need to do to keep up.

“AI-powered chatbots are going to help grow conversations at scale so I can learn [my] customer faster, so that customer is more comfortable with me – then I can create more personalization for that customer to help keep the conversation going.”

Omnichannel isn’t a nice-to-have – it’s the baseline.

Consumers expect frictionless experiences, no matter the channel. In fact, a 2024 Sinch study found that 77.9% of consumers want to hear from brands across multiple channels. Omnichannel is no longer theoretical – it’s embedded in how top enterprises engage across the customer journey.

During her session, Lodema stressed the importance of using a mix of messaging, voice, and email to meet customers where they are and how they want to engage. From personalized marketing campaigns to time-sensitive alerts, omnichannel communication helps enterprises stay relevant across markets and customer segments.

Smarter engagement with AI

AI’s ability to unlock more meaningful, real-time conversations also stood out as a key theme during Lodema’s session.

There’s no denying AI has come to change the way brands interact with their audience. According to Sinch research, consumers are increasingly open to interacting with AI-powered chatbots, with common use cases including delivery tracking, product research, and after-hours support conversations.

When used right, AI can help businesses better understand customer behavior and deliver hyper-personalized interactions – at scale. The result? Higher engagement, stronger relationships, and sharper competitive edge.

“AI-powered chatbots are going to help grow conversations at scale so I can learn [my] customer faster, so that customer is more comfortable with me – then I can create more personalization for that customer to help keep the conversation going.”

The rise of interactive mobile messaging channels

Looking ahead, Lodema pointed to RCS and WhatsApp as the messaging channels to watch. Both of these channels are evolving fast, with over 50% of global consumers stating they’d likely engage with this type of interactive messages sent directly to their phones. Their rich, interactive features are opening new doors for brands to connect more deeply with their audiences.

“What we’re seeing in the future is RCS is taking off, WhatsApp is taking off… […] And we think this will be triggered by conversations and better, higher quality interactions with the customer.”

This ability to interact with brands through mobile messaging channels is already yielding great results for businesses building these experiences for their customers. During her session, Lodema shared real use cases from Sinch customers who saw amazing results with RCS, including 3x higher CTR, 42% increase in engagement, and 10% more website redirections.

Ready to level up your customer engagement?

Lodema’s message was clear: Omnichannel and AI aren’t just buzzwords – they’re business essentials. And with rich mobile messaging channels gaining momentum, now’s the time to future-proof your messaging strategy.

The good news? Whether you’re a carrier, platform provider, or enterprise innovator, Sinch is here to help you stay ahead.

Sinch is leading the way in enterprise messaging, helping businesses turn these insights into action. As a global leader in RCS and omnichannel communications, we empower enterprises with the tools to drive real results – from seamless customer journeys to measurable business impact.

Stay tuned for more insights from the Sinch team as we shape the future of enterprise communications.