Infobip, a global leader in cloud communications, hosted an enlightening panel discussion, bringing together industry experts to explore the dynamic landscape of customer experience and innovation. This discussion aimed to shed light on the evolving consumer behaviour, the significance of customer experience, and the future direction of this vital industry.
 

From left to right: Matt Armitage, BFM host and moderator of the panel discussion; Velid Begovic, Infobip VP Revenue APAC; George Ni, Infobip Regional Director of Partnerships and Alliances (APAC); Ruslana Reznikova, Infobip VP GM Eurasia and APAC; and Miguel Turnbull, Infobip Director of Strategic Partnership Development (Global) who discussed the current and future customer experience and what it means for businesses.

 
The Current Landscape
 
The pursuit of hyper-personalised experiences in physical shopping has posed considerable challenges when attempting to achieve a similar level of personalisation in the digital realm. In today's customer-centric landscape, brands are proactively adopting various platforms and solutions to establish strong connections with their customers, in order to enhance overall customer experiences and fostering long term relationships. The rapid advancement of technology has compelled brands to remain current and effectively employ solutions tailored to their customer base.
 
As customer expectations continue to place greater emphasis on communication channels, personalisation, and responsiveness, businesses are increasingly turning to strategic partnerships to meet these evolving demands. Infobip distinguishes itself by offering unified solutions that efficiently save businesses time and resources, aligning seamlessly with the timely requirements of current customer interactions. With Infobip's presence in Malaysia since 2021, the company's unwavering commitment to localisation and Malaysia-centric operations is evident.

Centre: Velid Begovic, Infobip VP Revenue APAC spoke about the importance of innovation in the customer experience space.

Driving Innovation in CX and Its Significance
 
In today's business landscape, consumer demands have shifted towards immediate access to information through meaningful and interactive interactions. This change is driven by a growing weariness of automated platforms where 75% of consumers express their dissatisfaction in robotic interactions with brands. Brands must prioritise delivering the information and services that customers seek by meeting their expectations for a more personalised and responsive experience to ensure customer retention and foster loyalty. However, businesses are facing several challenges in order to deliver an exceptional customer experience. These challenges include the demand for immediate responses, the need for effective and efficient service delivery, and the ability to seamlessly interconnect various platforms within a complex ecosystem.
 
Businesses are advised to prioritise understanding and optimising all customer interactions, with a focus on building customer satisfaction and loyalty to enhance customer experiences. This can be achieved by training staff for better customer engagement, analysing customer behaviour and preferences, and providing personalised solutions for a seamless experience. As a result, businesses are able to improve customer experience and make a significant impact on the industry. Businesses are encouraged to invest wisely by not cutting costs in essential solutions and by being open to the incorporation of new technologies to remain relevant in the evolving world of customer experiences.
 

Far right: Ruslana Reznikova, Infobip VP GM Eurasia and APAC revealed that customer service in the future will be further shaped by digitalisation. 

The Future of Customer Experience
 
The future landscape will be characterised by an upsurge in digitalisation, where consumers will increasingly seek to carry out all tasks and interactions within a single, all-encompassing "super app." This aspiration reflects a key goal to unify the customer experience and journey into a seamless and integrated digital platform, creating a new level of convenience for users. The evolution of consumer behaviour and the customer experience landscape will likely revolve around the central theme of digital integration, streamlining all aspects of user interaction within this super app.
 
The forthcoming customer experience developments may incorporate advanced technologies such as AI-driven video and voice interactions, alongside traditional text-based interactions. Partnerships in the changing consumer behaviour landscape will play a crucial role in shaping the future of customer experience. The success of brand partnerships in this evolving landscape will be dependent on several factors, including technological capabilities, robust data privacy measures, adaptability to changing consumer needs, and a profound understanding of market dynamics. As partnerships between brands evolve, it will be crucial in driving a more immersive and tailored customer experienced, capitalising on technology's capabilities and the insights derived from an ever-developing understanding of customer needs and behaviour.
 
Velid Begovic, Infobip VP Revenue APAC, said: “Businesses should be thoughtful in selecting their partnerships to enhance conversational experience delivery. A vital step is to remain vigilant and receptive to emerging technologies and innovations in the AI-driven world. Businesses are empowered to continually enhance their customer experiences by harnessing the full potential of conversational interactions and data-driven insights. Businesses will create seamless and efficient channels for customer interaction by staying relevant in this dynamic landscape, thereby elevating the overall quality of the customer experience.”
 

About Infobip
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact center solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over a decade of industry experience, Infobip has expanded to 75+ offices globally. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
 
Recent award wins include:
• Infobip named a Leader in the Gartner Magic Quadrant™ for the Communications Platform as a Service (CPaaS) 2023 Report
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (doc #US50607923, May 2023)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (Feb 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
• Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
• Ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors (October 2021)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021)
• Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report
• Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards