We are living in a world where mobile messaging has become the key to a great customer service experience across industries. The pandemic has shifted how both consumers and businesses view the messaging channel, propelling it into a new realm. 

What is the “new normal?” Is it truly new, or is it just normal? Does it have anything to do with the global pandemic or everything to do with the technological movement called Digital Transformation?

Text messaging captivated the world in the 1990s and quickly became one of the most prevalent forms of communication globally. Despite the widespread growth of SMS, not much of the technology has changed since it was first released almost three decades ago. 

Written by Tim Banks, Editor of the Mobile Industry Eye. 

Mobile messaging has had a big year. Where once email was the preferred way for brands to communicate, it’s messaging that is now proving itself as the most effective channel through which to ‘speak’ to consumers. Not just as a marketing function but at all points throughout a customer’s journey. 

In our industry there’s certainly no shortage of articles, predictions, or hypotheses for the next generation of networks. In fact, there’s so much talk, that 7G is already a moniker appearing in industry rags, and I’m sure a little more research would have revealed even more sequential "G" references.