At a time when digital communication volume is growing exponentially, Sinch, a global leader in omnichannel communication solutions, reveals new data from the State of RCS in Customer Communications 2025 study, uncovering a concerning trend: over half of consumers (53%) have mistaken a legitimate brand message for a fraud attempt.
Simultaneously, 80% state they trust interactions with customers more when they display clear verification signals, such as logos and authenticity badges. This finding reinforces the role of verified messaging (RCS) as an essential resource for companies seeking to protect customers and strengthen the credibility of their communications.
“The rise in digital fraud attempts demands that brands adopt higher standards of security and transparency. RCS provides this layer of authenticity — combining verified identity, visual authentication, and a rich, interactive experience,” explains Miriam Liszewski, Commercial RCS Product Manager at Sinch.
Holiday season: Peak communications, peak risk
The study warns that the year-end season is the period of highest risk, as corporate communication volume increases alongside the number of fraud attempts. In this scenario, credibility becomes the new decisive factor for a brand's visibility — a message that doesn't inspire security may not even be opened.
Among the main consumer demands, the research indicates that they want: Clear confirmation signals, such as logos and verification seals; Sensitive information sent via secure and authenticated channels; and Personalized and relevant messages.
On the other hand, consumers reject communications with a suspicious appearance, interactions with customers from unknown senders, and alerts that seem like spam.
RCS: The new benchmark in digital trust
RCS (Rich Communication Services) for business is establishing itself as a safer and more interactive alternative to traditional SMS, delivering verified profiles, logos, and visual authentication that protect both companies and consumers.
According to the report, 59% of consumers state they prefer to receive sensitive information, such as one-time passwords (OTPs), through verified channels like RCS. The study also reveals that 96% of retailers already use some form of conversational commerce, reinforcing the trend of integration between brands and consumers through digital channels.
Among business leaders, 54% of executives in the financial sector and 57% in the healthcare sector highlight security as the main benefit of RCS, while 59% consider the technology a true game-changer for their segments, demonstrating its transformative potential in corporate communication.
“Security has ceased to be a differentiator and has become the central pillar of corporate communication. In an increasingly noisy digital environment, brands that adopt verified channels ensure not only message delivery but also the strengthening of the relationship with the consumer,” adds Miriam.
Credibility as the new currency
The research concludes that, in the era of hyperconnectivity, credibility is the new currency in brand-consumer relationships. Verified messaging is not just a defense tool against fraud but also a strategy for sustainable growth for companies that value security, transparency, and personalization.
