Customers Expect Authenticity, More Personalized Attention From Brands

The Infobip eBook “Driving Meaningful Customer Engagement with Conversational AI” highlights the growing importance of unified conversational solutions powered by conversational AI in the Asia Pacific region. The IDC Future of Customer Experience Survey 2023 revealed that many organizations in China, Malaysia, Indonesia, and India lack the capability to maintain customer context and deliver unique experiences. However, more brands are prioritizing customer interactions and investing in customer experience to improve satisfaction and trust. The use of AI in everyday conversations is helping businesses in the region to empower customers and provide better CX.