The future of customer experience is conversational

The way customers interact with their favorite brands continues to evolve. Businesses that want to exceed customer expectations today need to adopt new technology, practices, and processes. Even though companies have advanced in many forms of automated messaging and quick response solutions, customers still want real, human-like experiences from their first interaction to their repeat purchase. Being conversational enables businesses to meet customer demands and deliver the best customer experience possible. With today’s advanced technology, companies can deliver real conversational experiences that will improve customer loyalty and drive business growth. At the moment, we are at a unique point in time where two mega trends collide: the rise of generative AI and the emergence of superapps. The next pillar in the digital transformation is conversational experience.

Conversational experience

Conversational experience is a type of customer experience that doesn’t only focus on problem-solving. It aims to build long-term relationships with customers that result in greater customer loyalty, improved brand image, and more revenue. Conversational experiences make it easy for customers to interact with their favorite brands and receive help when needed. It helps agents to quickly provide personalized support as it uses context and conversations to allow both agents and customers to pick up wherever they left off in their conversation - no matter what channel they’re using. And it enables marketers to engage customers across their journey, from onboarding to retention.

Gen AI reshaping customer interaction

Conversational experience is getting more and more important with customer journeys moving into conversational channels such as chat apps or super apps. We see that integrating multiple channels and messaging types throughout a single flow of communication is a key factor for successful business-to-customer engagement. Generative AI is reshaping customer interactions as we know them and enabling the shift to full omnichannel support with digital channels, chatbots and personalized experiences. Combining the power of conversational channels and AI can help simplifying the customer journey with hyper personalization, automation, and 24/7 availability, using AI-driven chatbots, rich messaging apps, and upgraded voice/video channels.

One communication platform for all businesses

To help carry conversations from one channel to another, an end-to-end conversational platform is key. That end-to-end conversational platform should provide you with engagement tools to cover all aspects of the customer journey, from conversational marketing, through conversational commerce to conversational support. Furthermore, it should provide the ability to automate these journeys through GenAI & other bots, as well as providing analytics to track key metrics and the ability to bring a human in the loop.

With Infobip ’s global cloud communication platform, we can provide exactly that. Businesses can get access to cutting-edge technology that can help to co-create meaningful end-to-end experiences that scale growth. We’re proud of the natively built technology we offer 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. We provide a broad range of capabilities at scale. These include our omnichannel and CPaaS capabilities, contact center solution, chatbot building platform, customer engagement solution, customer data platform, identity and security solutions, and telco solutions. We have established a strong presence in the US covering 99% of the US population with our voice and messaging infrastructure. We’re constantly investing in providing innovative new products and services alongside our global reach and scale.

From ‘Best kept secret’ to CPaaS Leader

That's why we’re so thrilled to be named a Leader in the 2023 Gartner? Magic Quadrant? for CPaaS . We are excited about this acknowledgement going from the ‘Best kept secret’ in the IT & Telco world to a company recognized as CPaaS leader by industry analysts. It makes us even more passionate to drive innovation to the market.

We are continuing to scale our efforts, extending our partner network and developer community. This enables us to work with various companies to help them turbocharge their customer journeys by building personalized journeys, and offering them real-time insights for maximal business impact and customer satisfaction. And there’s much more to come, because we’re just starting!

We’ve already introduced CPaaS X , our modular API stack to help our customers automate their workflows. We’ve also launched a major AI upgrade to our Software as a Service (SaaS) products. For example, we added AI Assistant, a generative AI bot to our product Answers , so customers can build GenAI bots. On top of that, we have launched Infobip Experiences that will help companies accelerate their digital transformation efforts in the conversational future with series of predefined vertical industry-specific use cases supported by GenAI. Finally, all our products are integrated into one platform enabling businesses to build and steer end-to-end customer journeys connecting marketing, sales and support into one-stop shop.

Join us at Gartner IT Symposium/Xpo 2023

We’re very happy to tell you more about our mission to democratize the world of communications and digital interactions through the power of our platform. If you want to discover more best practices and innovations that can help your organization transform to the conversational future, I invite you to join us at the Gartner IT Symposium/Xpo 2023 from 16-19 October in Orlando, Florida. You’re welcome to connect with our team at our booth #1137 (Pacific Hall).