Tag: Infobip

Singapore – Infobip, a global cloud communications platform, has joined forces with Singtel, a communications technology group, to improve how Singaporean businesses engage customers through communication services.

Rich Communication Services (RCS) allows interactive messaging for companies, turning business messages into brand experiences for customers. Through its messaging capabilities, it helps businesses in various industries, including finance, gaming, retail, and e-commerce.

Through RCS, businesses can have access to branded messaging options. It allows them to share rich messages that can include images, videos, and carousels. This helps brands build trust and recognition among their customers while nurturing relationships.

Additionally, RCS allows two-way communication between brands and customers. The approach empowers customers to directly respond to the branded message or make purchases conveniently.

Infobip’s partnership with Singtel is part of its efforts to provide RCS to businesses globally, partnering with various telecom companies. The partnership extends this initiative to Singaporean businesses, contributing to their business growth.

“Companies want to better engage their customers in more interactive ways, especially on their mobile devices. RCS provides customers with more personalised communication that will help businesses build stronger relationships and drive business results. We look forward to empowering organisations with this capability to help them build brand affinity with their customers,” Terence Lai Tuck Leong, vice president of digitalisation, products, and partnerships at Singtel Singapore, said.

“The introduction of RCS messaging marks a significant step for customer engagement in Singapore as businesses aim to elevate their communications to meet evolving consumer expectations. Singtel’s deep understanding of the Singaporean market, combined with Infobip’s global experience and expertise in RCS, will empower local businesses to connect with customers securely through rich, branded two-way conversations,” Lim Jiun Kei, head of operator partnership region at Infobip, said.

Conversational marketing is certainly a game-changing strategy for businesses looking to engage with customers in real-time, fostering stronger relationships and delivering personalised experiences. Unlike traditional marketing methods, which can often feel impersonal and static, conversational marketing allows businesses to interact directly with consumers, creating a two-way dialogue that encourages trust and builds loyalty. 

Whether through chatbots or live customer service representatives, these conversations provide businesses with valuable insights into consumer behaviour while allowing customers to receive timely responses to their queries. In today’s fast-paced, digital world, this personalised interaction is crucial for businesses aiming to stand out and meet the evolving needs of their audience.

In addition, mobile messaging platforms like Facebook Messenger, WhatsApp, Instagram, and Telegram are ideal channels for executing conversational marketing strategies. These platforms not only make it easy for brands to connect with their customers where they already spend a significant amount of time but also offer a seamless way to promote deals, product launches, and other marketing initiatives.

This trend was further highlighted in the recently concluded ‘Mastering conversational marketing in the era of mobile messaging’ webinar, which delved into the nuances of conversational marketing, demonstrating how real-time interactions can help brands build deeper, more personalised relationships with their customers.

Addressing evolving customer needs using click-to-chat ads

Kicking off the webinar was a keynote presentation from Cecile Perez Tizon, sales director for Asia-Pacific at Infobip, which highlighted the use of ads where click-to-chat can be placed in both Feed and Stories on Facebook and Instagram, as well as in Facebook Marketplace. In the presentation, she highlighted how this strategy works, given that 93% of social media marketers use paid Facebook ads, and 57% of businesses noticed that including Facebook stories to promote their products and services is crucial to their success.

While click-to-chat ads vary from one platform to another, Cecile highlights how this feature’s seamless integration and flow allows brands to guide potential customers to be converted, and give them easy access whether for inquiries or special offers. Moreover, she also highlights how new technologies, like generative AI, have helped brands to optimise their messaging channels to adopt personalised prompts to users.

“Chat has evolved so much [that] we even have generative AI assisting in providing content that is useful and efficient in providing us with answers to our curiosity, so if there are questions [such as] colour, size, shape, or whatever options, it can be provided [easily] on chat,” she said.

Moreover, aside from AI-powered responses, she also highlighted how click-to-chat also simplifies offering an easy catalogue of products and services to customers, as well as supporting payment options–such as those from WhatsApp Payments.

Moving forward into the presentation, Cecile also highlighted that one of the primary benefits of click-to-chat ads for businesses is that it helps them to improve the value of their digital investments. This means that brands should combine advertising and messaging to enable better marketing outcomes. For her, brands always consider an investment that is optimal for results.

“In the olden days, companies knew that they had a budget for communication, so they set aside a budget for broadcast marketing campaigns and all that. But these days, after you implement all those campaigns, you use the same amount of budget to get results that is used to optimise your next batch of campaigns,” she explained.

In the case of Infobip, it has a built-in dashboard that tracks real-time data on the performance of their click-to-chat campaigns and helps brands to track the performance of their active chatbots and fine-tune them for best results.

“The main goal is to be able to track the performance of the communications so you can see all the users that you have–all the unique users that you’ve gained, the new ones, and the old ones that are not engaged. You can think on the side when you do your planning ‘how can we form better content, a different kind of call out’ to make sure that [the] marketing or ads entice these non-engaged statistics to be part of the engaged and converting [them,” she added.

How industry leaders should transform CX through conversational marketing

Next up on the webinar was a panel discussion featuring industry leaders Greg Anonas, international wine and food marketing director at Emperador Distillers, Inc.; Rosebel Garcia, head of marketing & commercial at Hertz, Thrifty, and Dollar; and Dara Deng, head of OTT partnerships for APAC at Infobip as they discussed how to build stronger customer relationships and loyalty, as well as seamless customer journey through personalised strategies and effective communication. The discussion was moderated by Katherine Sy, regional head of content at MARKETECH APAC.

When asked about one word that defines conversational marketing, Greg said ‘precision’ referring to how these new solutions allow brands to specifically target specific consumers and make them feel they are getting interacted by the brands personally; while Rosebel shared ‘digital’ referring to how digital platforms have become hubs for brand personalisation and interactions; and Dara sharing ‘interactive’ referring to how brands are actively brainstorming ways to bring customers closer through meaningful and personalised conversations.

Greg opened up the conversation by sharing an example of their conversational marketing about how their partner, liquor delivery service Boozy.ph, keeps the brand updated with a link to sales after a digital conversation with a customer; as well as their ‘digital sommelier’ service, which gives users a chance to ask questions about the perfect alcoholic beverage to pair with their food. In short, these strategies are their way to also generate sales through genuine connections.

“When you think of the sales funnel, you think of where people come in and where you eventually want to lead them. So the goal really is to make a sale,” he said.

He also highlighted the importance of how engaging customer journeys will spell the future of conversational marketing, stating, “User journey is the future of conversational marketing that we are seeking for. After you make the sales you can also measure the consumer sentiment and how reassured they are that they made the right choice.”

Meanwhile, Dara commented that the ultimate goal for a technological provider like Infobip is to make sure their solutions fit to the demands of one industry compared to another–from finance to F&B, retail and consumer brands.

“When we talk about conversational experience, we are talking about how to build personalised and right chats to be interactive with the brands. This is kind of very difficult and this is a question that we keep in mind for the business to think about: ‘how do I view that’ and ‘do I have the tools and platforms to view that,” she said.

Dara also added the three key layers of an ideal SAS system: marketing automation, chatbot level, and customer support platform.

For Rosebel, she shared that ultimately, conversational marketing strategies play around the company’s goal of expanding its customer base and market visibility. In their case as a car rental company, as the company lost a huge customer base during the pandemic, they opened a new subsidiary offering cheaper rental options for customers.

“We measure customer success by addressing our customer pain points and eventually launching a new product and improving our brands through these conversations that we have made [with customers],” she said.

Greg also highlighted how the easiest measure for a brand’s customer success story is sales–and in their own case, since they own a digital platform they can see how often they repeat purchases. He notes that making the sale for the first time is always considered a trial, but brands need to eventually want to bring customers to repeat purchases.

“After awareness, you need to be able to drive trial and conversion. Once they are converted, you need to make sure that they keep coming back to you. For us marketing people–it’s not rocket science–what we’re really after is to get people to not only try our product but to continue consuming or going back to our services,” he explained.

In terms of what type of data should be collected by brands, Dara explained that this all depends on what specific analytics a brand wants amidst a sea of data.

“We can think about how do we reutilise this data that we collected and then re-engage them and have better conversion towards better sales and results, as well as better ROI. Additionally, this data can be used to turn existing customers to be more loyal or to leverage this to redesign my next campaign which is more focused on a particular pattern,” she said.

The webinar was attended by 144 attendees representing brands such as 2GO Express Inc, AIA, Doctor Anywhere, HSBC, Lazada, Love Bonito, Prudential Assurance Company, Trip.com, Tyro Payments, Watsons, and more.

If you missed attending it, you can catch the on-demand access to the webinar, where brands explore strategies to boost customer engagement and loyalty. Register HERE for free.

Kuala Lumpur, Malaysia – A new study by Infobip has recently revealed the distinct preferences of different generations when interacting with businesses ahead of the Singles’ Day shopping promotions.

While 86% of consumers across all age groups expect targeted messages, this research shows the importance of tailoring strategies to each generation’s unique preferences.

The report also reveals that Baby Boomers desire more varied communications while 73% of Gen X prefer receiving product updates. 

The younger generations, millennials and Gen Z, are more open to new communication channels such as chatbots. Additionally, 83% of Gen Z desire brands to understand them, with 65% wanting a two-way dialogue with brands.

With millions of consumers shopping online, retailers need to increase customer retention to boost profits. The preference for online shopping also provides retailers the opportunity to strengthen their brand presence.

Ivan Ostojić, chief business officer at Infobip, said, “Our research shows that most shoppers, no matter their age, want brands to engage with them like with a friend through conversational channels and say it will increase their loyalty. However, brands must get customer communications right to enhance loyalty and grow sales. That’s why Infobip has analysed what each generation prefers and published a new report and a playbook to help retailers and e-commerce firms make the most of the shopping season.”

Singapore – In the mobile messaging landscape where personalisation and immediacy are crucial, conversational marketing keeps brands relevant and competitive by boosting customer satisfaction and loyalty while driving conversions through timely, contextually relevant interactions. How can brands and marketers navigate these complexities as consumer expectations evolve to meet customer needs effectively and foster more meaningful connections?

To explore the transformative impact of conversational marketing on creating a seamless customer journey, MARKETECH APAC is hosting an exclusive webinar on 3 October, titled ‘Mastering conversational marketing in the era of mobile messaging.’ This webinar session will dive into the nuances of conversational marketing, demonstrating how real-time interactions can help brands build deeper, more personalised relationships with their customers.

The webinar will host a panel discussion featuring premiere marketing leaders across Southeast Asia to share their insights and strategies on leveraging conversational marketing to create a more seamless and engaging customer experience. The panel is composed of: 

  • Greg Anonas, International Wine and Food Marketing Director at Emperador Distillers, Inc. 
  • Rosebel Garcia, Head of Marketing & Commercial at Hertz, Thrifty, and Dollar
  • Dara Deng, Head of OTT Partnership, APAC at Infobip

The panel will share insights on using modern technologies to innovate conversational marketing, enhancing customer satisfaction and conversion rates. They will also discuss building stronger customer relationships through personalised strategies, overcoming AI-driven challenges, and measuring campaign success.

Moreover, the webinar will include a keynote presentation by Cecile Perez Tizon, Sales Director at Infobip, covering how to meet customer expectations with click-to-chat ads, enhance engagement with exceptional service and data-driven campaigns, and maximise ad spending using advanced behaviour analytics.

Teddy Cambosa, regional editor at MARKETECH APAC, said, “Conversational marketing transforms brand engagement by turning passive audiences into active participants. It’s not just about selling; it’s about building relationships, trust, and real-time connections that humanise the brand and foster loyalty. We’re keen to hear more from Infobip and other marketing leaders on how brands can ace this strategy for this year and beyond.”

Mastering conversational marketing in the era of mobile messaging is made in partnership with the omnichannel communications platform Infobip. Catch this webinar on 3 October, 2 PM (SGT) by registering HERE for free. See you there!

Singapore – In a world of accelerated uncertainty, the future of customer experience(CX) innovation will be driven by brands that go beyond mere transactional interactions, focusing instead on creating relationship-based experiences that align with delivering customer value and fulfilling trusted customer preferences to achieve business goals.

That being said, this shift in innovation is brought about by digital-native customers today who are demanding greater value, more memorable and immersive experiences, as well as greater control over how they engage with brands, becoming equal stakeholders in the CX ecosystem.

To help navigate through this phenomenon, global cloud communications platform Infobip, with market intelligence firm IDC, have teamed up with MARKETECH APAC to present the report, ‘Revolutionizing Customer Experience through the Power of Conversational Commerce’, providing guidance to marketers and brands on how to get started and accelerate the journey towards customer-centric business resilience.

‘Revolutionizing Customer Experience through the Power of Conversational Commerce’ discusses the rising role of conversational commerce and omnichannel communication platforms in delivering a superior and contextualised customer experience throughout the APAC region.

The report highlights the value of conversational commerce in customer-centricity by giving readers an overview of its significance, showcasing how the future of CX is efficiently redefined through fostering meaningful engagements by using methods such as leveraging conversational mediums and communication platform as a service(CPaaS), showing examples of its use and effectiveness in the current industry.

Furthermore, the report also gives insights as to how marketers and brands can future proof their business through current and future advancements in conversational commerce, as well as the right standards for choosing a partner to embark with on the conversational commerce journey.

Lastly, several touchpoints for the utilisation of conversational commerce are explored geographically across APAC, displaying the industries encompassed as well as its nature of use across different markets in the region.

Teddy Cambosa, regional editor at MARKETECH APAC, said, “As businesses navigate the digital realm, the art of meaningful conversation becomes the brushstroke that paints lasting impressions. In the canvas of customer experience, the brush of dialogue not only shapes transactions but also crafts relationships. In this ever-changing business landscape like this, this report offers actionable insights for businesses to recognise the power of conversational commerce, which in turn paints a portrait of personalised service, resonates in the hearts of customers, and creates a masterpiece of loyalty and satisfaction.”

To access the report, you may download ‘Revolutionizing Customer Experience through the Power of Conversational Commerce’ here.

Singapore – In the contemporary retail landscape, a customer’s experience with brands and companies has become an identifier of success. 

From being simply a transactional aspect, the customer experience (CX) now encompasses every interaction customers have with brands, from browsing through products to post-purchase support. And whether it be online, in-store, or through various touchpoints, it is undeniable that how brands service their consumers plays a pivotal role in shaping their perception of the brand and their purchasing decisions.

Recognising this, global cloud communications platform, Infobip has launched the marketing guide ‘What Customers Want (A Retailers Guide to Digital Customer Experience)’, to offer businesses a simpler way to understand what shoppers want and what solutions and tools they can utilise in order to successfully answer these needs at any given moment.

This guide is specifically designed for retailers that seek to succeed and set themselves apart in the crowded and competitive marketplace. It is also suitable for brands that look to improve the way they engage and service their customers to ensure retention and loyalty, thus driving long-term success.

Infobip found that some shoppers will not complete their purchases if they don’t feel secure online. Therefore, this guide provides businesses with new solutions they can explore to offer uninterrupted and smoother authentication processes. Additionally, it also contains informative and actionable insights that show retailers how to utilise the right tools to make personalised experiences easier for both customers and retailers.

Teddy Cambosa, deputy regional editor at MARKETECH APAC, stated, “In the ever-evolving landscape of commerce, retailers must recognize that the heartbeat of success is synchronised with the rhythm of impactful digital customer experience (CX) strategies. This guide offers a multitude of strategies which retailers can implement to promote a harmonious intersection of technology and customer-centricity.”

With this guide, businesses can have an idea of what can tick or tickle their customers and how they can effectively address this to deliver a more personalised, seamless, and satisfying experience that drives long-term success.

To access the guide, you may download ‘What Customers Want (A Retailers Guide to Digital Customer Experience)’ here. 

Singapore – In today’s dynamic business landscape, the ability to deliver exceptional customer experience (CX) has become a critical differentiator. Customers, now more than ever, demand exceptional service and are even willing to pay a premium for it. And so, with growing customer needs and demands, businesses must learn how to leverage technology to deliver a truly seamless customer experience that will set them apart from the rest.

In this journey towards revolutionising CX, the capabilities brought about by artificial intelligence (AI) serve as a powerful ally. With AI technology’s ability to process huge volumes of data and predict customer behaviour, it can address customer needs and resolve issues more efficiently for businesses. 

For Admir Mašin, head of platforms in Asia-Pacific at Infobip, businesses must develop strong omnichannel CX strategies to drive growth while providing a favourable customer journey across all channels. He further highlighted the power of conversations in elevating businesses, advising brands and platform businesses to engage with customers in real-time in their preferred channels and to be present when and where their customers expect them to be.

Mašin also talked about CPaaS X, a set of modular and flexible APIs that is made to eliminate the complexities brought about by CPaaS integration for platform businesses. He highlighted how Infobip’s CPaaS X speeds up onboarding and time to market, reduces operational load, and streamlines engineering efforts, thus simplifying a customer’s workload and giving them more space to focus on scaling their business.

Meanwhile, industry leaders Lisa Collins, director of experience platforms at Accenture; James McIntyre, customer experience lead at Cashrewards; Prerna Pant, co-founder of Radarr; as well as Mašin, also provided their industry insights on how brands can revolutionise their current customer experiences to become more future-proof and efficient. 

The industry experts in Asia-Pacific shared their advice on what are the best practices in establishing the best CX strategy for brands and businesses aiming to revolutionise their customer experience strategies by utilising cutting-edge technologies.

Collins shared how important it is for brands to employ a life-centric approach when assessing and dealing with customers. She emphasised how brands that are thriving are those that focus more on how they can help people with their needs, personalising what they can offer, and improving the customer’s journey with the brand.

In addition, Pant also discussed the relevance of understanding customers at each stage of their journey. By using advanced technologies like social media listening tools, brands can track and understand what’s driving customers in each stage of their journey, helping them solve problems and anticipate trends in the future.

Meanwhile, McIntyre pointed out the importance of having the right measurement in a brand’s CX programme. Businesses must learn how to choose the right metrics and visualise data so that it measures what matters for the customer and business.

Mašin also suggested investing in conversational technologies, leveraging AI capabilities to increase efficiency while also fostering interactions with audiences to create satisfaction and drive success.

The webinar, titled CX Revolution: Leveraging AI Tech for Seamless Customer Experience, is made in partnership with omnichannel communications platform Infobip. It was attended by industry experts and marketing representatives from countries inside and outside of APAC.

If you missed going to the event, you may register HERE to obtain your on-demand access.

Jakarta, Indonesia – A significant channel partnership has been announced by TenMax, an AI Martech company with its headquarters in Taiwan, and Infobip, a global cloud communications platform.

Through this partnership, marketing automation and digital transformation solutions will be made available to the Indonesian market.

TenMax was chosen by Infobip as a partner due to their experienced local engineering team and a track record of working with clients like Gojek. Gojek’s Gojek Ads Network (GoGAN), a comprehensive digital advertising solution, was supported by TenMax’s AI engineering.

TenMax Indonesia (TMI), a Jakarta-based subsidiary of TenMax, will offer its clients in Indonesia the full range of omnichannel messaging channels, tools, and solutions for customer engagement offered by Infobip. TMI will also provide customised implementation and service support on a local level.

With a focus on the unique requirements of its preeminent small and mid-sized enterprises (SMEs), Indonesia is a crucial market for Infobip. SMEs accounted for 97% of domestic employment in 2020 and nearly 56% of Indonesia’s business investment.

Furthermore, Indonesia is a developing, tech-savvy market distinguished by a young population. The digital native Gen Z in Indonesia, which makes up 52% of its 270 million people, spends 8.5 hours per day on their smartphones, 2 hours longer than the APAC average.

Jeremy Lin, general manager of TMI, said, “Infobip’s solutions help lower the barriers to marketing automation, which we believe is crucial to addressing the customer retention challenges faced by Indonesian SMEs.” 

He added, “They often have extensive customer lists but struggle to retain customers due to a lack of access to the right tools. Infobip is the perfect match for the Indonesia market, and we are thrilled to partner together.”

Meanwhile, George Ni, regional director of partnerships and alliances, APAC at Infobip, expressed, “We are delighted about our partnership with TMI and the opportunities it presents for Indonesian businesses. TMI’s deep understanding of the local market combined with Infobip’s powerful solutions will provide businesses with the essential tools needed to enhance customer experiences.” 

Ni added, “Together, we are well-positioned to make a positive difference that builds strong customer relationships in Indonesia.” 

Singapore – In a time characterised by rapidly shifting customer preferences and heightened digital engagement, harnessing the power of AI technology has emerged as a paramount strategy for delivering a truly seamless customer experience (CX). AI’s capability to intelligently analyse huge volumes of data and predict customer behaviour not only enables personalised interactions but also empowers companies to proactively address needs, resolve issues, and create journeys that resonate deeply with each individual. But with the CX landscape continuously transforming, how can companies leverage the power of AI technology to adapt to increasing customer expectations and excel in a competitive market landscape?

To explore the potential of platform tech integrations in redefining customer experience strategies, MARKETECH APAC presents a new webinar this September 21. Titled “CX Revolution: Leveraging AI Tech for Seamless Customer Experience“, the webinar aims to impart valuable insights to marketers on leveraging technology to enhance customer interactions, streamline communication channels, and deliver personalised experiences that resonate with the target audience.

The webinar will host a panel discussion with some of leading industry experts in Asia Pacific to share their thoughts on how brands can revolutionise their current customer experiences to become more future-proof and efficient. The panel is composed of Admir Mašin, head of platforms in Asia-Pacific at Infobip; Lisa Collins, director of experience platforms at Accenture; James McIntyre, customer experience lead at Cashrewards; and Prerna Pant, co-founder of Radarr. 

The panel discussion will also discuss the following:

  • Assessing Brands’ CX Scores: What are the crucial aspects when evaluating the performance of brands’ CX scores?
  • Mapping the CX Journey: How do the critical stages of the CX journey play a role in achieving excellence in customer experiences?
  • Empowering CX of the future: How can strategic adoption of future-proof technologies enhance and advance customer experience capabilities?

Meanwhile, Infobip’s Mašin will be also doing a keynote presentation where he will be discussing how brands can elevate and innovate their customer journey strategies through advanced communication technologies. Moreover, it will also tackle the following key points for discussion:

  • Beyond the Surface: Delving into Communication Tech Platforms and Their Limitless Potential
  • Innovating Together: Harnessing Communication Tech Platforms to Break Down Silos in Customer Journeys
  • Strategic Tech Synergy: Illuminating How Communication Platforms Drive Ultimate CX Enhancement

“The rapid advancements in AI technology are sure to revolutionise the CX journey, prompting marketers to redefine their brands’ CX strategies as they aim to enhance customer interactions while also improving agility and efficiency. Don’t miss the opportunity to learn from experts on tech integrations, streamlining channels, and personalised experiences for your targeted audience,” said Katherine Sy, regional head of content at MARKETECH APAC. 

CX Revolution: Leveraging AI Tech for Seamless Customer Experience is made in partnership with global cloud communications platform Infobip. Catch this webinar on September 21, 11AM (GMT+8) by registering HERE. See you there!

Kuala Lumpur – The shift in customer communication preferences has been found to lean noticeably towards conversational interactions, making more companies expand and invest towards conversational commerce. This was according to the latest data from an InfoBrief provided by global cloud communications platform Infobip, and IT market research and advisory firm IDC. 

The InfoBrief by Infobip and IDC suggested that the potential of conversational commerce is now being employed and recognized, with tools such as CPaaS and SaaS enabling businesses to provide a seamless, customer journey that’s visible across multiple touchpoints.

The increasing popularity of customer-centric business strategies among brands in the Asia Pacific region reflects consumers’ present attitudes and expectations. 70% of organisations in the region plan to increase communication platform spending in 2023–2024, despite the fact that only a few countries use CPaaS on average at 50%–59%, in order to offer distinctive customer experiences to the region’s expanding social media users, who are primarily young, active, and conscious of the power of their own influence.

All nations intend to spend money on CPaaS and SaaS solutions in the near future, but their reasons are claimed to be very different. Businesses in Indonesia and Singapore strive to improve customer experiences and develop new revenue streams, while those in China, Thailand, and the Philippines are driven to expand their domestic and global markets as well as improve and mobilise their business operations. This is probably owing to the latter countries’ booming retail and e-commerce sectors and overall greater adoption rate of CPaaS solutions, which is around 60% and above.

Nikhil Batra, research director of telecommunication for IDC Asia/Pacific, said that CPaaS solutions are increasingly recognized as crucial catalysts for enabling conversational commerce experiences.

“In fact, 27% of businesses in Asia Pacific are actively partnering with CPaaS platform providers to deliver contextualised customer interactions that not only boost profitability but also foster emotionally fulfilling engagements. This trend highlights the increasing importance of leveraging these technologies to meet customer demands and achieve business success,” he added.

Meanwhile, Velid Begovic, vice president of revenue at Infobip, commented, “Businesses position themselves to forge ahead, leveraging AI technology to create connections and unlock new growth opportunities, whilst organisations need an actionable, customer-centric strategy and the ability to invest in the right tools to grow the business and keep customers happy. By aligning their strategies with conversational commerce, businesses can proactively meet customer expectations, enhance engagement, and establish long-lasting relationships.”