FocalCXM: Solving CX challenges for health & life sciences and manufacturing with AI and CPaaS 

With digital content and communication channels multiplying, organizations within health and life sciences, and manufacturing are struggling to cut through the noise and deliver relevant, timely, and personalized experiences. 

FocalCXM, a software product development services company, is meeting this challenge with a bold vision: simplify the way information flows between brands and their audiences by combining industry-specific insight, agentic AI, and a reliable CPaaS infrastructure through its partnership with Infobip. 

We spoke to Adi Buddhavarapu, CEO of FocalCXM, to learn how they are solving CX challenges in highly regulated, content-heavy industries. He also shared why the future of engagement lies in conversational experiences, super apps, and intelligent automation that meets users where they already are. 

Industry-specific CX challenges: Deep focus, smarter solutions 

FocalCXM takes an industry-first approach to customer experience, focusing closely on the specific pain points of complex sectors: 

Improving healthcare CX with conversational engagement 

Healthcare professionals (HCPs), including doctors, are overloaded with messages, websites, and login credentials from various pharmaceutical and medical device brands. This makes it hard to access the right scientific or promotional content when they need it. According to Adi, traditional portals are becoming less effective. FocalCXM addresses this by enabling easier, more conversational experiences through familiar channels like WhatsApp or LINE.  

Improving content delivery for manufacturing teams 

Manufacturers and their network of independent reps, distributors, and partners often struggle with critical documents, such as sales sheets, product specifications, or case studies that are often large and complex to use. FocalCXM works with manufacturers to simplify and structure this content flow, making it easier for teams to quickly find and share the right information, when and where it’s needed.

Infobip’s unified CPaaS approach 

As a system integrator working with healthcare and manufacturing, FocalCXM builds customer journeys that handle regulatory laws, high volumes of content, and workflow challenges. Orchestrating consistent, personalized CX at scale in these sectors is difficult. 

Our CPaaS solutions help FocalCXM eliminate the need to build and maintain channel-specific integrations for each customer or country. Instead, it allows FocalCXM to offer: 

• Centralized orchestration of omnichannel messaging across multiple countries 
• Faster scalability to support evolving engagement needs without added complexity 
• Built-in compliance and data security, important for regulated industries 

Where CX for health & life sciences and manufacturing is headed next 

Expectations move toward real-time, personalized, and platform-native interactions, so the new challenge is: How can brands deliver exactly the right information, at the right time, through the channels their audiences use and trust? 

FocalCXM believes the future of CX will be defined by two key trends: super apps and agentic AI. 

Super apps: Bringing everything to one place 

Platforms that combine messaging, payments, services, content, and more into one experience are reshaping consumer behavior in global markets. For example, WhatsApp is adopting many of the same capabilities, becoming a one-stop channel where customers can access information, complete transactions, and manage interactions all in one place. 

In HLS, imagine a doctor being able to receive clinical trial updates, download a product brochure, ask a question via chatbot, and even schedule a meeting with a rep. All within the same app they use every day. The same applies to manufacturing, where field teams could review product specs, watch training videos, and place orders directly through a messaging interface, without ever opening a portal or logging into a separate system. 

Agentic AI: Autonomous engagement at scale 

Agentic AI refers to autonomous systems that take initiative, proactively finding, filtering, and delivering relevant content or actions based on user context and intent. 

Workflows in healthcare and manufacturing are complex, and there’s a lot of information to sort through. There’s also a multitude of paths a customer could take. Instead of spending time searching for the right documents, or being transferred from one person to another, agentic AI helps deliver relevant content quickly and automatically, making it easier for people to get what they need when they need it. It can also make autonomous decisions, guiding customers in the right direction and handling more complex use cases than an average AI assistant can. 

FocalCXM focuses on understanding these challenges and builds solutions that put users first. By using our platform to connect across different messaging apps and channels worldwide, they make customer experiences smoother and easier to navigate. 

At the end of the day, it’s not just about giving people access to information. It’s about making that access simple, relevant, and trustworthy, delivered right where people already spend their time. 

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