Business Wire

Infobip Research Reveals Paradigm Shift in Customer Experience

Share

New research from global cloud communications platform Infobip reveals how conversational customer experiences and generative AI developments have created a long-lasting impact for how people and brands interact. Infobip analyzed more than 473 billion digital communications interactions on its platform in 2023 between businesses and consumers to identify the latest global business messaging trends.

As consumers look for a deeper connection with the brands they buy from, conversational messaging channels are seeing the fastest growth. In 2023, Infobip recorded a 137% increase in mobile app messages compared to 2022, a 73% rise in social media messages, and a 63% increase in chat app messages. Conversational experiences are increasing throughout the customer journey, whether for marketing, commerce, or support.

WhatsApp remains the primary channel brands use for conversational support, where businesses send 90% of support messages over the chat app. However, brands are diversifying their channel mix, leveraging chat apps in specific regions. Brands are also using conversational AI to provide personalized customer support.

WhatsApp remains the top digital channel for conversational marketing, driven by new features that enable customers to start and complete a purchase in a single WhatsApp chat window. Infobip is also seeing significant increases in other messaging apps such as Telegram, Line, Viber, and Messenger. The data also shows a 29% increase in mobile app messaging for marketing in 2023 compared to 2022.

Ivan Ostojić, Chief Business Officer at Infobip, said: “Our data shows how conversational experiences are rapidly spreading across the globe as businesses roll out marketing, sales, and support use cases. Customers can now seamlessly progress through a journey within a single conversational thread on a chat app or RCS .”

For more information, see: https://www.infobip.com/messaging-trends-report

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 centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. 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.

To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.

Contact information

Marcelo Nahime
Marcelo.Nahime@infobip.com

About Business Wire

For more than 50 years, Business Wire has been the global leader in press release distribution and regulatory disclosure.

Subscribe to releases from Business Wire

Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.

Latest releases from Business Wire

“e4life” is Present at Expomed Eurasia with its Innovative Device Able to Inactivate Flu and Covid Viruses With an Efficacy over 90%19.4.2024 18:13:00 EEST | Press release

Expomed Eurasia, the most important medical exhibition between Europe and Asia, is ready to house more than a hundred companies, to discover new technological trends and the most innovative products which are going to change deeply the health market. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240419226980/en/ e4life: e4ambient and e4you devices (Photo: Business Wire) This is a perfect occasion for e4life to present its device based on the e4shield technology which is able to inactivate flu and Covid viruses present in the air. A technology, patented in Italy, that uses neither chemical agents nor filtering materials, but it is based on the transmission of electromagnetic waves able to inactivate the viral load in aerosol. “This Exhibition represents an extraordinary opportunity to present our innovative technology (e4shield) in a dynamic and rapidly evolving region as Eurasia. In a climate of growing consciousness of the

Qualcomm Schedules Second Quarter Fiscal 2024 Earnings Release and Conference Call19.4.2024 16:00:00 EEST | Press release

Qualcomm Incorporated (NASDAQ: QCOM) today announced that it will publish the Company’s financial results for its second quarter fiscal 2024 on Wednesday, May 1, 2024, after the close of the market on the Company’s Investor Relations website, at https://investor.qualcomm.com/financial-information. The earnings release will also be furnished to the Securities and Exchange Commission (SEC) on a Form 8-K, which will be available on the SEC website at http://www.sec.gov. Qualcomm will host a conference call to discuss its second quarter fiscal 2024 results which will be broadcast live on May 1, 2024, beginning at 1:45 p.m. Pacific Time (PT) at https://investor.qualcomm.com/news-events/events. An audio replay will be available at https://investor.qualcomm.com/news-events/events and via telephone following the live call for 30 days thereafter. To listen to the replay via telephone, U.S. callers may dial (877) 660-6853 and international callers may dial (201) 612-7415. Callers should use rese

Newmont Appoints Mining Industry Veteran Francois Hardy as Chief Technology Officer19.4.2024 15:56:00 EEST | Press release

Newmont Corporation (NYSE: NEM, TSX: NGT, ASX: NEM, PNGX: NEM) today announced the appointment of Francois Hardy as Chief Technology Officer (CTO). Francois will join Newmont’s Executive Leadership Team and lead the technical work across the business to improve operational performance and drive growth. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240419973025/en/ Newmont Appoints Mining Industry Veteran Francois Hardy as Chief Technology Officer (Photo: Business Wire) Francois will take over from interim CTO, Dean Gehring, who also served in a dual role as Newmont’s Chief Integration Officer. After a period of transition, Dean will be leaving the company in early July. Francois brings more than 30 years of technical and operational experience in mining to the role. He commenced with Newmont in 2002 and has held roles including Group Head Exploration, Managing Director Africa and General Manager Tanami. “Francois is a stron

SLB Announces First-Quarter 2024 Results, Targeting to Return $7 Billion to Shareholders Over 2024–202519.4.2024 13:50:00 EEST | Press release

SLB (NYSE: SLB) today announced results for the first-quarter 2024. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240417469361/en/ The exterior of the SLB headquarters in Houston, Texas (Photo: Business Wire) First-Quarter Results (Stated in millions, except per share amounts) Three Months Ended Change Mar. 31, 2024 Dec. 31, 2023 Mar. 31, 2023 Sequential Year-on-year Revenue $8,707 $8,990 $7,736 -3% 13% Income before taxes - GAAP basis $1,357 $1,433 $1,161 -5% 17% Income before taxes margin - GAAP basis 15.6% 15.9% 15.0% -35 bps 58 bps Net income attributable to SLB - GAAP basis $1,068 $1,113 $934 -4% 14% Diluted EPS - GAAP basis $0.74 $0.77 $0.65 -4% 14% Adjusted EBITDA* $2,057 $2,277 $1,788 -10% 15% Adjusted EBITDA margin* 23.6% 25.3% 23.1% -171 bps 51 bps Pretax segment operating income* $1,649 $1,868 $1,391 -12% 19% Pretax segment operating margin* 18.9% 20.8% 18.0% -184 bps 95 bps Net income attributable to SLB, exclud

Zayo Group Appoints New CEO of Zayo Europe19.4.2024 10:00:00 EEST | Press release

Zayo Group, a leading global provider of network infrastructure, has appointed Colman Deegan as its new CEO of Zayo Europe to drive the business’ growth as cloud and AI adoption continues across the continent. This appointment is effective as of April 16, 2024. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240419471253/en/ Colman Deegan, CEO Zayo Europe (Photo: Business Wire) Steve Smith, CEO Zayo Group, says, “Colman’s experience and proven track record as a CEO leading large teams and businesses makes him perfectly equipped to take our European business to new heights, together with our outstanding local team. Colman will drive Zayo forward, strengthening our partnerships with data centres, hyperscalers, and enterprises across Europe. Under Colman’s leadership, we are confident that we will achieve our bold ambitions and maximise our impact in the European market.” Deegan spent more than two decades at Vodafone where he h

In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.

Visit our pressroom
HiddenA line styled icon from Orion Icon Library.Eye