The rise of the messaging economy

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In just a few short years, text-based communications have become a staple for companies ranging from enterprise giants to startups and independent app developers. Brand-to-customer interactions that were once limited to in-person interactions, phone calls, and mail are now taking place over multiple social networks, emails, SMS, live chat, mobile push notifications, and more. It’s almost impossible to quantify the number of options that people have for communication. “Messaging seems so obvious, but when you think about trends over the past decade, the explosion of messaging really represents a paradigm shift,” says Rob LoCascio, CEO and founder at customer intelligence…

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