Hyper-personalization: Intelligent customer engagement for business growth
In collaboration with IDC, we have analyzed how hyper-personalization is enhancing customer experience across the Asia-Pacific (APAC) region and what are the key factors responsible for driving this transformation.
Generic customer messaging has lost effectiveness, making hyper-personalization more crucial than ever. According to our survey, 83% of Gen Zs treat brand relationships like personal relationships, which makes it very important for brands to create meaningful customer experiences. By adopting hyper-personalization, brands can engage customers with relevant interactions, encouraging long-term brand loyalty.
What you’ll find in this eBook?
This eBook provides rich insights into the growing adoption of hyper-personalization across the APAC region, focusing on key industries such as retail, finance, telecom, healthcare, travel, and hospitality.
- Benefits of CPaaS in driving hyper-personalization for APAC Business.
- Real-life success stories of brands that have created an impact with hyper-personalization.
- How to create a winning hyper-personalization strategy leveraging data, AI, and omnichannel solutions.
Download this eBook and discover the connection between hyper-personalization and CPaaS, including the role of data-driven insights in improving customer journey.
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Messaging Trends Report 2025
Discover the current trends in business communication based on 530 billion mobile channel interactions that took place on our platform in 2024.
In the past year mobile messaging has undergone a significant shift, shaped by AI, conversational marketing, and Apple’s support for RCS.
By analyzing the 530 billion channel interactions on our platform and breaking the stats down by region, vertical, use case, and channel has allowed us to clearly identify how brands are refining their conversational communication strategies, and how they are using AI to improve the experience of their customers through practical, safe, and effective use cases.
14x
53%
51%
Report highlights:
Just some of the trends that you will discover in the report include:
- RCS growth: How global RCS traffic has increased exponentially after Apple started supporting the channel on its devices with the release of iOS 18 in September 2024.
- How enterprise brands are actually using AI: How analysis of AI Hub’s first full year of data shows us what industries are using AI the most, and what the key use cases are.
- How top brands are achieving CX maturity: From adopting the ideal channel mix for every region to using data and AI effectively, we analyze the messaging strategies of leading brands to identify the 7 communication habits that give them the edge.
- Messaging growth in APAC: How significant demand for RCS in regional markets, and the adoption of Western sales tactics with a local twist are driving the biggest global increase in messaging.
- Detailed regional analysis: We dive into the stats for every global region to identify trends impacting business messaging in your country.
Download the report to get valuable insights to help you to evolve your own messaging strategies to forge closer relationships with end users and customers.
Get the Messaging Trends Report
Engage meaningfully this Ramadan with conversational messaging
Discover how conversational experiences can help you build meaningful connections this Ramadan and take your marketing campaigns to the next level.
In this time of reflection and celebration, a conversational experience turns every interaction into an opportunity to build lasting, customer-centric relationships.
By providing a conversational experience, you can immerse yourself authentically in your customers’ lives, respecting and reflecting the values and spirit of Ramadan and Eid.
It’s not just about understanding customer needs; it’s about being part of their journey, celebrating with them, empathizing with their challenges, and being a companion in their festive preparations.
According to our research:
71%
of shoppers prefer personalized gift recommendations
104%
increase in retail & eCommerce interactions over WhatsApp on our platform
In this eBook, you will learn:
- Strategies for conversational marketing: Dive into tailored approaches that resonate with the cultural nuances of Ramadan, ensuring your messages are not just heard but cherished.
- How to provide 24/7 conversational support that goes beyond transactions, embracing the spirit of empathy and understanding during this holy season.
- How to elevate your commerce game with seamless transactions, personalized recommendations, and post-purchase engagement that echoes the values of Ramadan and Eid.
Download our eBook and gain valuable insights to help you unlock conversational experiences’ full potential this Ramadan.
Get the Ramadan eBook
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.
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%
16%
73%
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.
Get the CX Maturity white paper
RCS: a new era of customer engagement
In collaboration with IDC, we explore how rich communication services (RCS) are transforming customer engagement in the Asia-Pacific (APAC) region to create interactive, personalized experiences that drive brand loyalty and enhance communication.
The global user base of Android and iOS smartphones has reached a massive 5 billion. With Android — and now iOS — supporting RCS, their cross-platform reach presents a significant opportunity for brands to send messages that will land directly on their customers’ phones, overcoming mobile app fatigue.
RCS messaging provides secure interactive experiences by using a phone’s native messaging app and carrier network to deliver feature-rich content. The secure and integrated nature of RCS enables seamless movement for customers between stages and allows brands to deliver relevant, personalized communication at every stage to create two-way, frictionless customer engagement.
What you’ll find in this eBook
This eBook will provide insights into the growing adoption of RCS in APAC, and how brands can leverage rich media messaging to effectively personalize the customer journey and drive satisfaction.
- Unlock the power of RCS and deliver secure interactive experiences
- How to leverage RCS to be a trusted voice that reduces phishing risks
- What brands need to consider when adopting RCS and how to get started
Download the eBook and discover how RCS is transforming brand interactions across the Asia-Pacific region with personalized, secure, and rich customer experiences.
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Discover the latest retail industry trends in Europe, MENA, and Africa
Digital transformation is reshaping customer journeys, making it essential to examine how retail industries in MENA, Europe, and Africa (EMEA) adapt to evolving consumer habits and technological advancements.
Our regional reports provide an in-depth analysis of key markets in EMEA’s retail space, specifically focusing on France, Italy, the United Arab Emirates, Saudi Arabia, Kenya, and South Africa.
Download your region’s report
No two retail markets are the same:
MENA: This dynamic region blends tradition with innovation, catering to tech-savvy, price-conscious, and empowered consumers.
Europe: Retailers harness technologies like AI-driven personalization and omnichannel experiences to address shifting consumer behaviors influenced by rising inflation and regulatory challenges.
Africa: A fragmented retail landscape characterized by a thriving informal sector presents challenges and opportunities.
Key numbers driving retail transformation
80%
of Europe’s retail customer care executives are already investing in generative AI (Source: McKinsey & Company).
70%
of the UAE’s eCommerce transactions happen on mobile devices (Source: The State of the UAE Retail Economy).
781 million
registered mobile money accounts in Africa represent nearly 48.8% of global mobile money users (Source: Retailing Africa).
What you will discover
Explore tailored solutions for your region and learn how to accelerate growth by meeting local customer expectations:
MENA: Explore how Middle Eastern retailers prioritize personalization and drive demand by refining every step of the customer journey.
Europe: Learn how retailers balance technological innovation and economic pressures to deliver exceptional customer journeys.
Africa: Discover how African retailers address the distinct needs of formal and informal markets while leveraging eCommerce to engage a youthful and digital-first population.
Gain access to insights from your region to drive your business forward in the retail industry.
Discover more retail industry trends
Conversational commerce in retail
What is conversational commerce in retail? How can retailers capitalize on it and what are the benefits? Find out this and more!
The complete guide to retail customer engagement
Win your customers’ hearts! Learn about customer engagement in retail and how to build the ideal customer engagement strategies for your business.
Shifts in retail: Why generational targeting isn’t working
We surveyed 2,000 retail consumers in the UK to find out how they prefer to communicate with brands. Dive into the findings that challenge traditional retail targeting practices.
Discover key insights into the retail industry in Africa
Our latest Retail Trends Reports explore how changing consumer habits, digital transformation, and technological advancements reshape the retail sector.
Discover key insights into the retail industry in Europe
Our latest Retail Trends Reports explore how changing consumer habits, digital transformation, and technological advancements reshape the retail sector.
Discover key insights into the retail industry in MENA
Our latest Retail Trends Reports explore how changing consumer habits, digital transformation, and technological advancements reshape the retail sector.
From hype to reality: crafting exceptional AI-powered customer journeys
Download our white paper and discover how AI and generative AI solutions are transforming digital customer journeys.
The opportunity of AI experiences
The world of AI is booming, with businesses eager to leverage its power. However, replicating the ease of something like ChatGPT isn’t a cakewalk. AI experiences require careful crafting to truly benefit your customers and your business.
43%
of CEO’s are exploring the adoption of AI
39%
of CMOs are looking to adopt AI solutions
Source: Statista
What you will learn:
This white paper dives into the world of AI-powered experiences, helping you navigate the hype and discover how to implement AI effectively. Learn how to:
- Balance the learning curve: Discover how to move forward with AI without getting overwhelmed by the technical complexities
- Unlock the true potential of AI: Explore how AI can create exceptional digital journeys for your customers
- Find the perfect AI solution: Learn how to choose the right AI partner to achieve your unique business goals
Download this white paper today and take the first step towards crafting exceptional digital journeys with AI-powered experiences.
Get the eBook
The opportunity of AI experiences
The world of AI is booming, with businesses eager to leverage its power. However, replicating the ease of something like ChatGPT isn’t a cakewalk. AI experiences require careful crafting to truly benefit your customers and your business.
43%
of CEO’s are exploring the adoption of AI
39%
of CMOs are looking to adopt AI solutions
Source: Statista
What you will learn:
This white paper dives into the world of AI-powered experiences, helping you navigate the hype and discover how to implement AI effectively. Learn how to:
- Balance the learning curve: Discover how to move forward with AI without getting overwhelmed by the technical complexities
- Unlock the true potential of AI: Explore how AI can create exceptional digital journeys for your customers
- Find the perfect AI solution: Learn how to choose the right AI partner to achieve your unique business goals
Download this white paper today and take the first step towards crafting exceptional digital journeys with AI-powered experiences.
Interested in learning more about AI?
Conversational AI vs. Generative AI: An in-depth comparison
Get an in-depth look at the difference between conversational AI vs. generative AI and how they can work together to help you elevate customer experiences.
Ethical AI: How brands can develop responsible AI solutions
Discover what ethical AI is, how it addresses biases, ensures transparency and how stakeholders can foster a thoughtful, inclusive, and ethical AI future.
Improve customer service through AI and keyword chatbots
Discover how AI and keyword chatbots can help you automate key elements of your customer service and deliver measurable impact for your business.