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EMEA
Preferences for traditional methods like mobile phone calls and email remain strong, along with non-SMS apps mainly for messaging. There is moderate interest in moving more toward AI-enabled channels for voice, messaging, and video.
France
Traditional mobile phone calls and SMS text messages are strong channels in France, supplemented by some non-SMS apps for messaging. Several platforms continue to have moderate usage — including Facebook, Instagram, and WhatsApp — but some consumers are showing signs of communications fatigue.
Germany
Traditional methods such as mobile phone calls and email are popular. However, non-SMS apps (especially WhatsApp) have largely supplanted SMS text messages. Near-term migration toward AIenabled channels will likely be moderate, with some consumers showing signs of communications fatigue.
Italy
Traditional methods such as mobile phone calls and email are popular. But WhatsApp has largely supplanted SMS text messages and is making notable inroads for voice calls. The market is likely to continue moving toward these AI-enabled channels.
Spain
Mobile phone calls and email are popular. However, AIenabled channels show increased usage — particularly WhatsApp for both messaging and voice calls.
Sweden
The market mainly uses traditional methods such as mobile phone calls, SMS text messages, and email. App usage is relatively low and plans to migrate toward AI-enabled channels are moderate.
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