New research · AU/NZ edition
Messaging moved on.
Most strategies did not.
The State of Business Messaging 2026 is the AU/NZ read on where messaging is heading: rich messaging, AI, the new Sender ID rules, and the benchmarks to hold your own operation to. Built with Twilio, free to download.
In partnership with
.svg)
65%
of mobile devices in Australia are iPhones, still waiting on RCS.
1 July 2026
SMS Sender ID Register now live
What's inside
Everything you need to rethink messaging.
48 pages across six chapters, from the size of the market to the benchmarks you can hold your own operation to.
01
The messaging boom
Messaging stopped being a feature and became infrastructure.
~3 trillion
business messages a year by 2030
02
The channel shift
SMS grew up. Rich messaging is going global, and Australia is next in line.
485bn
business RCS messages forecast for 2030
03
What customers actually want
Customers already voted with their thumbs. Most businesses have not counted the ballots.
64%
of consumers want to be able to text a business back
04
AI and the conversational frontier
Used well, AI is a superpower. Used badly, it burns the trust the channel runs on.
85%
of consumers already interact with AI agents
05
Trust and the new rulebook
Scams exploded with volume. The response is reshaping the channel for the better.
1 July 2026
the SMS Sender ID Register went live in Australia
06
Benchmarks
Industry reference points to hold your own operation to, plus a five-question maturity check.
34%
fewer missed appointments after NSW Health redesigned its SMS reminders
“Messaging has become the channel customers trust most and businesses understand least.”
Mike Powrie
CEO, NeonNow · From the foreword
Who it's for
Built for everyone who owns the customer conversation.
Whether you run the contact centre or sign off the budget, the report gives you the numbers and the next steps.
Heads of CX
See where customers want to text you back, and where the two-way gap is costing you loyalty.
Contact centre leaders
Benchmarks for speed and cost to serve, and where AI and people each do their best work.
IT and digital
What rich messaging, the Sender ID Register and one connected platform mean for your stack.
Finance and operations
The numbers behind cost to serve, conversion and the business case for messaging.
Get the report
Get your free copy of the full report.
Tell us where to send it. You will get all 48 pages straight away, including the benchmarks and the five-question maturity check to run with your team.
Instant download, no waiting
Charts, how-tos and benchmarks to share with your team
Your details used only to follow up on this report
Download the report
Your report is ready
Thanks for your details. The State of Business Messaging 2026 opens in a new tab, so you can read it now or save it for later.
Open the reportWant to talk it through? Book a demo with a NeonNow specialist.
Something went wrong sending your details. Please try again, or email sales@neonnow.ai.
Keep going
More from the conversation that remembers.
Explore the campaign, test your own brand, or follow the practical steps. All three are free, and all three are built with Twilio.
Your customers should not have to start over
The campaign hub: the film, the four services and how memory works across every channel.
Explore the campaign →
Does your brand start every conversation from scratch?
Eight questions, two minutes, and a tailored readout showing exactly where context is being dropped.
Take the assessment →
The Business Messaging Playbook
Seven practical steps to conversations that remember in 2026, with the tools for each one.
Download the playbook →The State of Business Messaging 2026
Messaging moved fast. Your strategy can too.
Download the report, then talk to a NeonNow specialist about putting it to work.