Club Med: Advancing CX for travel with WhatsApp and AI

Personalized, real-time communication has become the standard expectation for travelers everywhere. People no longer want to wait on calls. They expect brands to respond instantly, in the same channels they use every day. Messaging apps are now at the center of this new way of interacting, which is why brands must adapt to provide timely and relevant experiences. 

We spoke to Caroline Launois, VP of Digital Sales at Club Med, and Siddhartha Chatterjee, Chief Data & AI Officer, about how AI and WhatsApp messaging are improving travel CX. 

Engaging customers where they already are

For Club Med, great customer experience starts with accessibility and simplicity. Travelers are busy, mobile-first, and often planning on the go. The brand recognized that in order to truly meet customer expectations, it needed to engage people directly in the environments where they spend time.

Conversations that keep you moving

With Infobip’s platform, Club Med combines smooth messaging flows with AI intelligence. It gives travelers the ability to start a conversation anytime, without waiting for an agent to be available. This approach improves response times and internal workflows, allowing teams to handle higher volumes of inquiries.   

AI-powered omnichannel journeys

Our platform allows Club Med to build flexible, omnichannel experiences, integrating APIs with their AI systems and internal data sources to ensure smooth communication. 

WhatsApp enables the brand to:

• Respond 24/7
• Automate conversations when appropriate
• Deliver timely, relevant information

Together, these capabilities meet travelers’ growing demand for effortless service.

Siddhartha notes that 52% of customers expect fast, instant responses, emphasizing the value of timely, accurate communication across all channels.

Club Med is using WhatsApp in 15 markets, handling one-third of all inbound contacts, with 42% of conversations automated to date.

Guiding travelers every step of the way

With more travelers planning their trips online from start to finish, messaging platforms have become key touchpoints between travelers and brands.

Combined with AI, they transform how people research destinations, ask questions, and make bookings, all within a single, uninterrupted conversation. AI guides travelers through every step while automatically delivering the right information at the right time.  

The result is faster responses, smoother journeys, and more meaningful connections with every guest.

Infobip’s focus on customer experience through WhatsApp

Club Med is adapting as AI-driven, omnichannel engagement becomes the new standard. Instead of siloed interactions, travelers get a streamlined journey through WhatsApp, that feels personal, connected, and always available.

By putting customers first, Club Med and Infobip demonstrate what great CX looks like: faster, smarter, and more efficient experiences that make travel planning as effortless as the vacation itself.