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If you read the last post on our recent research findings, you’ll know all about how consumers are using mobile messaging (or maybe you’ve read the whole report already?) In this second part of our mini blog series we’ll take a look at the opportunities that businesses are missing when it comes to reaching consumers in the ways they crave - we dive into the mobile messaging opportunity gap. …
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Our latest research report: Mobile Consumer Engagement 2020 highlighted that not only do consumers welcome many different kinds of personalized mobile messages from businesses, but also that they’re 35x more likely to open them than emails! Yet despite this, businesses have been slow on the uptake and are not providing the kind of high-value, real-time messaging that consumers crave. Our…
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Over the past few months we’ve been busy working on a new system to help ensure the technical notifications you receive from us are relevant. Testing is complete and now we’re ready to share it with the world. If you’re looking to tailor notifications to your own specific requirements (and let’s face it who isn’t), then we’ve got you covered at: https://status.sinch.com. Here you'll be able to…, how, we notify you: Email – like the emails we send today, but with each email you’ll also receive a link to manage your subscription so you can remove irrelevant content Text – receive text messages direct to your mobile phone RSS feed / Atom feed – opt in via the subscription button in the interface Webhook – set up a URL that we can post information to and we’ll send information direct to a Slack…, not, be moving clients over to this new system automatically. You will need to sign up and configure your own profile to make sure it’s set up to suit you and the notifications you're interested in. Once subscribed, feel free to let your Account Manager know, so we can edit your current technical subscription. Contact them directly or drop an email to [email protected]. This will ensure you avoid… Type: Blog Article
We’re thrilled to welcome Vikram Khandpur to Sinch as he joins our leadership team as our Chief Product Officer. Vikram joins us from Microsoft where he’s spent the last 13 years leading product management teams, most recently on Skype and Microsoft Teams platforms. You can read the formal announcement here and we caught up with Vikram to get to know him better., What attracted you to this new opportunity at Sinch?, Sinch’s accomplishments to date and its potential certainly impressed me. The company has built an amazing network of communications services on top of hundreds of telcos worldwide, and has the right technology and assets in place to meet the rapidly rising demand for B2B and B2C customer engagement services. I could quickly see how I could add value in this opportunity, applying my experience…, Why is now the right time to join Sinch?, Sinch is poised to take advantage of a massive opportunity as business demand for message-based tools that deepen customer engagement and retention escalates. It’s the perfect time for me to help drive product focus and prioritize our engineering investments as the company scales to meet this high-growth opportunity., What have been your biggest achievements at Microsoft and how will this experience benefit Sinch?, The learnings I’ve acquired over the last 13 years at Microsoft have taught me so much about digital transformation and product innovation at massive scale - especially around how people and businesses communicate, how teams collaborate and how developers innovate. I’ve applied all this to serve the needs of distinct audiences – whether consumers, Fortune 5000 organizations, SMBs or developers.…, What do you anticipate will be the biggest changes going from a global giant like Microsoft to a still global yet much smaller company like Sinch?, While Microsoft may seem like a much larger company, it’s made up of hundreds of different smaller and disruptive product teams. Also, Skype, where I led product management for four years following its acquisition by Microsoft, was originally a Swedish company. So in reality, there will be more similarities than challenges at Sinch. You could say we are culturally aligned., Where do you think your expertise and experience leading multi-disciplinary product teams will have the biggest impact at Sinch?, My experience leading, building and motivating large product teams at Microsoft will surely have a direct impact as we scale product and engineering teams to meet the demand ahead of us. But what I bring too is a commitment to putting not just businesses but also consumers at the center of our products - this has always been at the heart of the way I work. This mindset will help provide clarity…, How will you apply your past entrepreneurial experience to the role at Sinch?, My experience as a founder has given me a unique perspective: teaching me how to make the right trade-offs and I’ve deployed this mentality even at the largest organizations where I’ve worked. While Sinch is no longer a start-up, I think it’s important to stay true to that scrappy, entrepreneurial culture for as long as possible so we can keep innovating profitably., Where do you think cloud and mobile will be in the next 5-10-15 years? And how will you help Sinch meet the opportunities ahead?, First, consumers are starting to use chat and messaging apps more - not just to talk to each other, but to communicate with businesses, like taking action on a credit card alert, handling two-factor authentication or interacting with customer support. This is poised for rapid growth. In parallel, organizations are increasingly producing more data, which is driving growth in cloud adoption and…, Given your AI experience, how do you plan on helping Sinch innovate and lead in conversational messaging?, There’s a lot of direct experience which is going to be invaluable. We evolved the Skype developer platform so that brands could build conversational bots and used Microsoft’s assistant, Cortana, to enable predictive replies. That experience using AI to make sense of big data and human interactions has given me unique insight into how we can take advantage of various AI technologies to improve…, You’ll be working out of Seattle. Tell us more about why this location is strategic to Sinch., The West Coast and especially Seattle is home to some of the largest technology brands - many of whom are Sinch customers. This proximity to our customers will positively influence our product roadmap. This is also a great place to invest in talent and technology - all of which will be vital to our success as we scale globally. In the short term, we have plans to actively hire for our product and…, What skillsets/qualifications will matter most for your teams in the future?, I am always looking to hire people with three key attributes; 1) a laser focus on the needs of the customer, 2) ability to think big and 3) a bias for action., What keeps you awake at night?, Ensuring we always have the best, most motivated people in the right roles. We welcome Vikram to the Sinch team!
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One of the issues we got to grips with in our latest report: Mobile Consumer Engagement 2020 was consumer attitude towards chatbots. Our research revealed some interesting facts and figures. The full report is available here . If you’re hunting for highlights on how chatbots are being received, the verdict is in. Not only are consumers already using chatbots for everyday transactions, they’re…
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If you thought it was busy on Black Friday in the aisles of retail stores and on screens of all sizes, imagine the behind-the-scenes efforts and technology at Sinch that enabled smooth and on-time communications and powered customer journeys of thousands of companies engaging with their customers. In “war rooms” from Stockholm to Seattle to Singapore and to Sydney, despite the massive increase in…
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New research shows that despite consumers’ wariness about sharing personal data, they are open to some types of personalized messaging, Protecting consumer data privacy has been in the spotlight for the last two years—first with the adoption of GDPR in 2018, but more recently with troubling news about how giants like Google and Facebook leverage and share user data. The interest isn’t likely to fade anytime soon: Data privacy legislation is in the works across the globe, from California’s imminent rollout of CCPA, to new…, Understanding consumers’ wariness about data privacy, A recent study from the highly respected US research organization, Pew Research Center, finds Americans feel out of control when it comes to protecting their data. 63% report they understand very little or nothing at all about regulations and laws intended to protect their data. And 8 in 10 believe they have little-to-no control over the data companies collect about them. (These concerns aren’t…, Understanding data collection as a value exchange, Research from Sinch , which surveyed 2,300 mobile phone users globally, supports many of these ideas. Sinch’s Mobile Consumer Engagement 2020 study found the majority of consumers (72%) say they are concerned about mobile apps tracking their movements, and 60% avoid putting apps on their phones because they don’t trust how companies use their data. When asked what steps they take to protect their…, How do consumers protect privacy? Two Factor Authentication is a top choice, Consumers are also wary about sharing their email and phone numbers with businesses, particularly those they don’t know/trust. A surprisingly high number are at least “somewhat comfortable” sharing their contact information. While only 32% would share their phone number with an unfamiliar brand, that number jumps to 68% when asked to share a phone number with a brand they use. (Social media…, Concerns about sharing mobile phone numbers - How comfortable are consumers when it comes to sharing their mobile numbers with brands?, , Even more interesting: younger generations are much more willing to share personal contact information. Nearly 80% of the Gen Zers Sinch polled says they are at least somewhat comfortable sharing their phone number with brands they use, and 71% of Gen Y say the same. And this makes sense: many businesses’ product/service offerings are intricately linked to the mobile phone experience—a…, Even data-distrustful consumers see value in messaging businesses, In an earlier blog post , we looked broadly at consumers’ willingness to receive messages from businesses, examining scenarios across industries—from travel and banking to healthcare and retail. But what of those consumers that have a higher level of distrust for how businesses use their personal data? Would they be similarly interested in engaging with businesses using their mobile phones? We…, Testing messaging scenarios with wary consumers - The most distrustful consumers welcome most of these messaging scenarios, Lessons for 2020, You can find a lengthy discussion of key takeaways for executives in the full report , but the following are some important considerations related to data privacy:, Treat data trustworthiness as a strategic asset:, When companies are exposed in the media for data hacks or data misuse, the crisis is not only about the legal findings or financial penalties related to these breaches — it’s the breakdown of consumer trust. Customer experience — and in particular mobile experience — depends on the flow of data between consumers and the brands they trust. When a company loses consumers’ trust, they also lose a…, Develop owned ecosystems:, Growing regulation of customer data is arguably long overdue due to abuses by bad actors in the tech industry. The change, however, means companies must double down on growing owned ecosystems. Rather than buying massive swaths of user data from third parties, companies will need to develop digital and mobile experiences that are worthy enough for customers to willingly share information in…, Personalize interactions for the individual:, Our research shows that even while the majority of consumers welcome a wide range of messaging scenarios, in each scenario a sizeable share does not. Full stop. Today’s consumer experience must be tuned to individuals and their unique preferences, not target markets or personas. What does each of your customers want when they interact with your brand, and have you provided a rich ecosystem of…, Privacy 2025, :, While companies adapt to the growing raft of data privacy regulations, they must also keep their eyes on the preferences of millennials and Gen Z. Young people are more willing to share their data according to the Sinch research and many other studies. If you’re not convinced, Paypal’s announcement that it intends to purchase Honey for $4 billion should sway you. Honey collects users’ online…
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2019’s nearly over and what a year it’s been for Sinch! Here's our top highlights of the year and a sneaky peak of what we expect to see in 2020. 1. New year, new look! We started the year off with a bang! Merging all brands into one big happy family we became Sinch in February . A new brand identity with a shared name and a shared vision to enrich engagements for all! 2. Sinch Engage launch In…
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