KUALA LUMPUR, October – Infobip, a global player in cloud communications, hosted a panel discussion, bringing together industry experts to explore the dynamic landscape of customer experience and innovation.

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.

As customer expectations continue to place greater emphasis on communication channels, personalization, 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. A presence in Malaysia since 2021, sees the company’s unwavering commitment to localisation and Malaysia-centric operations is evident.

(Above Pic: At the centre is Velid Begovic, Infobip VP Revenue APAC speaking about the importance of innovation in the customer experience space.)

Driving innovation in CX via strategic partnerships

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.

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.

(This article was adapted from a press release by Infobip)