The 2026 State of Customer Engagement

"Every message that you send matters a little bit more than it used to. Because every interaction is training the system. You're either building trust with it, or slowly training it to deprioritize you."

"We started looking at what users are actually engaging with, and then created push notifications around that. It creates a loop where we foster their interest."

"AI should be used more so as a signal, something that supercharges your efforts, but we still need a human touch. It comes off very disingenuous when you start to feel too much AI coming at you as a customer."

"I love the idea of using AI for both content and graphics. If you don't create variety, the player might develop a blindness to it."

"The system is learning from behavior: what users open, what they ignore, what they dismiss. Over time, your messages are building a kind of track record. It's almost like a credit score."