This document discusses the future of mobile engagement based on a survey of over 2,300 consumers. Some key findings include: consumers often silence notifications and have app fatigue, showing a need for simplicity; consumers welcome personalized promotions and see value in mobile wallets; and consumers fear misuse of personal data but will engage if companies prioritize value, explore consumer needs, build trust, and respect privacy. The conclusions are that personalized and relevant mobile engagement can drive purchases if companies avoid spam and put customers first.

1. The Future of
Mobile Engagement
Jonathan Bean, CMO - Sinch
Michael Ricci, Mobile Experience Strategist - Oracle

2. Today’s speakers
Jonathan Bean
Chief Marketing Officer
Michael Ricci
Mobile Experience Strategist

3. The Agenda
Why mobile is the centerpiece of today’s customer experience
Why we embarked on asking 2,000 + consumers about the future of Mobile Engagement
The benefits of mobile consumer engagement
Survey findings
Conclusions and key takeaways

4. “Mobile is the underlying
fabric for a majority of
customer experiences
and consumers expect
personalized relevance
at every touchpoint”
Michael Ricci
<SMS/MMS/RCS>
<mWeb>
<Email>
<Rich Media>
<AppMsg>
<Digital Wallet>
<eCom>
<mSearch>

5. Consumers don’t see channels, they
see brand experiences
Email SMS/MMS Push Rich Push In-App

6. Message center Web optimization App optimization Mobile ads
Consumers don’t see channels, they
see brand experiences

7. Sinch – Understanding
Our End User
Connect with 7 billion people
30 Billion API calls per year
300+ direct carrier connections
1000+ enterprise clients
Serving 8 of the top 10 US tech brands

8. Mobile messaging is powering the
new customer journey
Marketing Operations Customer Service
make a
general inquiry
84%
ask about a
product or
service
81%
make a
purchase
74%
schedule an
appointment
71%
get product
or service
support
76%
comment about
a product
79%

9. Has anyone asked them
what they want?

10. A research study exploring mobile
consumer engagement
Sinch surveyed surveyed over 2,300
consumers across the globe in August 2019
The purpose was to:
• Understand the current and desired use of
mobile messaging
• Learn about their attitudes towards data
privacy, chatbots and customer
engagement.

11. The survey findings

12. The consumer issues companies
should be aware of

13. 1. Consumers press mute

14. Consumers silence notifications
71% of consumers say they often or sometimes silence notifications on their phones. Why?
I disable notifications for apps
trying to sell me something

15. 2. App fatigue is here

16. 51% of smartphone users say they
downloaded zero apps in the last month
The average app loses 77% of users
within 3 days of being installed
And just 5% still use an app at the 90-
day mark
Apps lose traction

17. 3. Anti-spam tactics & noise avoidance
is the new normal

18. 40% of Gen Y & Z maintain a special
email just for spam.
2 in 5 have dozens of unread emails in
their inbox
I’m not really listening

19. 4. Consumers fear misuse of
their personal data

20. Consumers download only the apps they trust

21. The benefits of
Mobile Consumer Engagement

22. Unleash a world of potential with
Mobile Consumer Engagement

23. 1. Consumers wish for
simplicity

24. Consumers wish for simplicity
Would it be useful if all your mobile chats took place using your phone’s default
TXT/SMS application?

25. 2. The demand is there, if
only companies knew

26. Exploit the opportunity gap
Consumers welcome specific types of messages, but companies aren’t
taking advantage

28. 3. Consumers welcome
personalized promotions

29. Higher enthusiasm for personalized
promotions

30. 4. The mobile wallet
will bloom

31. Conclusions

32. Consumers hate spam.
Without clear value &
personalization,
consumers opt out

33. are more likely to make a
purchase when a brand
offers a personalized
experience
80% of consumers

34. 4 key takeaways to excel in
mobile consumer engagement
Prioritize value
Service messages are welcome, but so are
promotional messages, i.e., if they’re highly
personalized, relevant and timely.
Explore unmet needs
Untapped potential exists in how businesses can better
serve consumers through notifications, rich messaging
and chatbots. The opportunity is huge.
Build trust
Making connections on mobile is at the core of
consumer engagement but it’s contingent on trust.
Companies that build consumer trust outperform
organizations that don’t.
Value consumer privacy
Consumers are open to sharing their data and
receiving content from brands they trust. However,
companies need to articulate how they provide tangible
value and how they safeguard personal data.

35. Mobile
messaging is
35x more
effective than
email

36. Out now!
www.sinch.com