The financial services industry faces a critical communication gap. Consumers increasingly demand text-based interactions with their financial service providers, but most organizations have not fully embraced text due to persistent trust and security concerns. The emergence of Rich Communication Services messaging creates an opportunity to meet consumer expectations and redefine how financial services engage with customers.
This report examines the impact RCS will have on text messaging and how financial institutions should leverage this next wave of text messaging. It is based on insights from a Datos Insights Q3 2025 survey of 1,500 U.S. consumers who have experienced at least one phase of the lending or collections customer journey in the past 12 months.
Clients of Datos Insights’ Retail Banking & Payments service can download this report.
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