Technology covers the systems underneath marketing, and the one post here so far is about business messaging: reaching customers through SMS, RCS and WhatsApp, with AI handling much of the conversation. It takes each piece in turn. Generative AI writes product copy at scale and lets chatbots hold context-aware support conversations. Conversational CX turns a one-way journey into a two-way chat that can pull data from a CRM. SMS still wins on reach, RCS adds images, carousels and buttons to the text thread, and WhatsApp Commerce lets a customer browse a catalog and buy inside the chat. For each channel, the post looks at where the return on investment comes from.
Customer journeys are no longer linear or predictable. Messaging platforms and AI-powered decision engines now work together to deliver real-time, personalized conversations at every touchpoint. From WhatsApp and in-app chat to automated lifecycle campaigns, intelligent messaging is redefining how brands build relationships. Curious how modern customer journeys are designed and optimized with AI?