Nearly half (48%) of North American CX leaders plan to add two-way SMS/text as a customer service channel in the short to near term, making it the most-planned CX investment on the list, according to a December 2025 survey from Execs In The Know.

Nearly 4 in 5 people in the US own a smartphone, per our March 2023 forecast. US adults check their phones an average of 114 times each day, and usually do so within the first 10 minutes of waking, per a Reviews.org study.

Focus on cross-platform messaging: Google is ramping up pressure on Apple to adopt Rich Communication Services (RCS) as an equitable cross-platform standard. We breakdown RCS and its potential to unify mobile messaging.

The number of mobile messaging app users worldwide will rise by 6.1% in 2021, and new business features facilitate brand-consumer interactions.

Our new forecast for global mobile messaging app users shows that the pandemic has accelerated adoption of OTT messaging services, though not in every country nor to the same degree for every app.