And then there were three. Twilio argued customer engagement is stalled because AI hasn’t closed the trust gap. Sinch said the problem is that disconnected systems sabotage your customer conversations. Now Braze adds a third perspective—we rarely understand the human at the end of the phone.

Also the publisher of the Humanity in Action report, Braze calls for understanding the user’s digital body language and understanding the human behind the visitor. We must read the signals, use the data, and shape the experience to convert aloof anonymity into deep trust. It’s a call for empathy at scale… READ MORE