Unpacking the state of Conversational Experiences

Discover all there is to know about Conversational CX Maturity, and how brands can learn and evolve their solutions for optimized experiences.

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Conversational CX Maturity white paper

The rise of digital interactions has transformed the way customers engage with businesses, creating a landscape where instant, convenient, and personalized communication is no longer a luxury—it’s a necessity.

Conversational CX has emerged as a disruptive strategy brands use to gain a competitive advantage and move beyond transactional communication to deliver meaningful, context-rich, and proactive interactions.

70%

of brands are using chatbots for customer communication

16%

of brands are using conversational AI solutions

73%

of brands still rely heavily on support teams and agents

By investing in developing more mature conversational experiences that are intelligent, integrated, and customer-focused, brands can not only differentiate themselves but also drive stronger loyalty, operational efficiency, and long-term growth. 

About our research:

We commissioned a survey of 206 enterprise level businesses, focusing on stakeholders from retail, finance, healthcare, and telco businesses worldwide. The survey aimed to uncover how these businesses approach the adoption and use of conversational solutions, how they plan to invest in the future, and where the gaps are in their current solutions are.  

In this white paper, we will break down key findings from the Conversational CX Maturity benchmark from Infobip that gives insight into how brands build conversational experiences, where and why they sometimes fall short, and what can be done to make improvements for better CX maturity.

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Get the CX Maturity white paper