iOS 26 will go live in September and, while much of the attention in the mainstream media has been on the ‘liquid glass’ look, this major OS update also introduces powerful new messaging features, AI-driven communication tools and a redesigned user experience for millions of iPhone users globally.
For businesses where timely, clear and personalised customer communication is critical, iOS 26 represents more than just a software update, it signals a shift in how brands must engage customers to deliver outstanding experiences.
With features like AI-powered Hold Assist and Call Screening, live translation capabilities and improved messaging formats, iOS 26 gives businesses new tools to reduce friction, increase engagement and meet evolving customer expectations.
Here are five expert tips on how to optimise communications, improve customer satisfaction and stay competitive in a rapidly evolving messaging landscape when iOS 26 lands.
Revisit your mobile messaging strategy
New iOS features often shift how users interact with their devices, changing notification behaviours and engagement patterns.
Now is an ideal time to audit your SMS, email, push, and chat messaging strategies to ensure they remain relevant, timely, and fully optimised for the latest iOS update. Adapting your messaging to these changes will help deliver clear, timely updates throughout the customer journey. This not only reduces enquiries but also builds trust through better communication.
Harness AI-powered tools to enhance customer service
iOS 26 introduces AI features, such as Hold Assist, which waits on hold during calls and alerts users when a representative is available and Call Screening, which automatically handles unknown calls to filter spam.
These AI tools reduce the time customers spend waiting on hold or dealing with spam calls, improving the overall service experience. However, it’s equally important that customer service teams adapt their workflows and training to effectively integrate these new capabilities. Doing so not only reduces frustration but also ensures teams can focus on genuine queries, delivering faster, more personalised support that meets evolving customer expectations.
Leverage live translation to support multilingual customer service
With Live Translation coming to iOS 26, businesses have a new opportunity to break down language barriers in real time – across calls and messages. Powered by on-device AI models, this tool provides instant translation with spoken AI voice and written captions, making it easier than ever to communicate with customers in their preferred language.
Customer service teams should begin preparing now to support multilingual conversations as standard. This means reviewing current communication channels, training agents to work alongside AI tools, and integrating platforms that support message translation and language routing. Businesses that act early can deliver faster, more inclusive support – improving customer satisfaction and expanding their global reach.
Prioritise personalised, privacy-first messaging
Apple continues to reinforce privacy in iOS 26, introducing stricter tracking controls and features like on-device call screening and transcripts for unknown callers. While these updates help reduce scam exposure, they also raise the bar for legitimate business communications.
Delivering real-time, personalised messages based on consented data builds loyalty and trust far more effectively than mass messaging. Businesses must ensure their communications are clearly identifiable and consistently trustworthy to avoid being mistaken for spam, while also respecting user privacy and preferences to maintain long-term engagement.
Partner with flexible providers to futureproof your communications
The messaging landscape is rapidly changing as iOS 26 introduces stricter privacy protections that limit tracking and traditional attribution methods.
Businesses across all industries need partners who offer scalable, channel-flexible solutions that prioritise consent-based messaging and privacy-safe tools. This flexibility is essential for delivering relevant, trusted communication and adapting seamlessly to iOS 26’s evolving privacy requirements, as well as embracing potential future support for Rich Communication Services (RCS) and richer media formats.”
Author
Richard Hanscott is CEO at Esendex. To find out more, visit https://www.esendex.co.uk/
