AI is reshaping customer experience, but trust, accuracy, and channel preferences are challenges brands need to overcome. This infopack explores how consumers want to interact with brands, and where AI adds value.

Going platform-agnostic allows Cash App to reach Gen Zers for P2P payments.

The news: Messaging ads are gaining traction as a key opportunity to reach customers at critical moments after Meta debuted ads in WhatsApp. In an exclusive conversation with EMARKETER, Grant Parker, president of omnichannel ad platform Innnovid, offered his take on the future of the messaging medium. Our take: The path forward for messaging ads relies on how well the format integrates with the user experience rather than interrupting it—necessitating that advertisers invest in this opportunity while accounting for consumer attitudes.

The news: WhatsApp will begin showing ads for the first time since Meta’s 2014 acquisition, starting with the Updates tab’s Status feature. Sponsored search placements and optional paid subscriptions will also be added to WhatsApp Channels. Ads won’t appear in encrypted chats or groups, and targeting will rely only on minimal metadata unless users opt in to link accounts. Our take: Meta is threading a careful line—monetizing WhatsApp while keeping privacy promises intact. With over 3 billion global users and deep consumer trust, the platform’s subtle shift into ads and subscriptions could deliver big returns if Meta avoids sparking user backlash over commercialization.

WhatsApp’s importance to Meta goes well beyond social messaging: A forced divestiture could disrupt customer service, commerce, and loyalty worldwide.

On today's podcast episode, we discuss how shopping will get even more social, how brands will be fighting their way into your messaging apps, and more. Tune in to the conversation with Senior Director of Podcasts and host Marcus Johnson, Vice President and Principal Analyst Jasmine Enberg and Senior Analyst Minda Smiley. Listen everywhere and watch on YouTube and Spotify.

US adults will spend 1 minute less with media this year than in 2022, although the longer-term topline trend is stable. Among formats and platforms, CTV is grabbing share, mobile is approaching a plateau, and Netflix and TikTok reign supreme.

WhatsApp chases Discord's success with Communities feature: The platform's upcoming tools could help create intimate, niche communities—a formula for high engagement and brand interest.

On today's episode, we discuss why paid newsletter subscriptions are having a moment, the competitive advantages of the biggest players, and why marketers should (or shouldn't) get involved. We then talk about HBO Max's upcoming ad-supported offering, whether Microsoft buying Discord makes sense, and the real problem with password sharing. Tune in to the discussion with eMarketer analyst at Insider Intelligence Nina Goetzen.

This year, US adults will spend an average of 24 minutes per day on mobile messaging apps — like WhatsApp and Facebook Messenger — which is up 4 minutes from 2019 estimates, according to our newest figures.

John Keefe, bot developer and app product manager at Quartz, discusses how the digital publisher uses Facebook Messenger to create loyal readers.