Unlock key insights into the BFSI industry from MENA
Our latest BFSI Trends Reports for EMEA explore how digital transformation, regulatory changes, and technological advancements are reshaping the financial sector.
Unlock key insights into the BFSI industry from Africa
Our latest BFSI Trends Reports for EMEA explore how digital transformation, regulatory changes, and technological advancements are reshaping the financial sector.
Unlock key insights into the BFSI industry across MENA, Europe and Africa
Our latest BFSI Trends Reports for EMEA explore how digital transformation, regulatory changes, and technological advancements are reshaping the financial sector. Focus countries in these reports include the United Kingdom, Croatia, the United Arab Emirates, the Kingdom of Saudi Arabia, Kenya and South Africa.
Download your region’s report
The opportunity in EMEA BFSI
Africa, the Middle East, and Europe’s banking, finance, and insurance industries (BFSI) are undergoing significant changes driven by innovations like GenAI and shifting market dynamics. However, none of these developments follow a one-size-fits-all approach.
Key numbers to consider
78%
of Europe’s banking leaders plan to increase their spending on GenAI in the coming year
$4.4tn
the value of the Islamic finance sector, which spans over 80 countries
1 billion
of Africa’s online traffic happens on mobile. As a result, banking prioritize mobile banking apps over internet banking.
What you will discover
The industry trends we identified provide comprehensive insights of the BFSI landscape in Europe, MENA, and Africa, helping you make informed decisions and stay ahead in the market.
Learn how to:
- Leverage digital transformation in Europe: Discover how AI and tech innovations are enhancing customer experiences and streamlining operations across Europe.
- Navigate Islamic banking trends in MENA: Explore the growth of Islamic banking in the region and its impact on the financial landscape.
- Harness the mobile money revolution in Africa: Understand the widespread adoption of mobile money in Africa and its implications for traditional banking.
Gain access to the insights from your region to drive your business forward in the BFSI industry.
Discover more BFSI industry trends
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Demystifying finance AI chatbots for fintech firms
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How omnichannel banking drives customer engagement in retail banking
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Unlocking the potential of generative AI in CX
In collaboration with IDC, we explore the rising adoption of generative AI in shaping customer experiences (CX) in the Asia-Pacific region and what brands should know about leveraging this technology to elevate CX.
The growing popularity of GenAI
Generative AI has captured the attention of brands and customers around the world. As we learn more about how this technology can be used, businesses are looking to leverage it to set them apart from the competition by creating unique customer experiences and improving the overall customer journey.
Many Asia-Pacific C-suite leaders view GenAI as their top investment area for 2024-2025. In fact, brands across industries have already started to adopt GenAI:
74%
of transportation and logistics brands
72%
of telecommunications and media brands
59%
of banking and finance brands
49%
of retail and hospitality brands
What you’ll find in this eBook
This eBook will provide insight on the growing trend of GenAI in building customer experience strategies, and how brands can leverage AI to effectively automate and personalize the customer journey and improve pain points.
- Learn about modern challenges GenAI solutions can help resolve
- How to leverage GenAI through the entire customer journey
- What brands need to consider when adopting this technology and how to get started
Download the eBook and discover how GenAI has transformed the Asia-Pacific region with new, unique, reliable, and compliant customer experiences.
Platforms messaging trends 2024
Discover the latest communication and service trends for platform businesses based on an analysis of the 65 billion B2B interactions that were fulfilled on our platform for platforms over the last year.
Leveraging CPaaS to provide a more bespoke service and create new revenue streams
With people using more communication channels than ever before, businesses are increasingly depending on platform providers to provide them with the capability to match channels with client preferences and use cases.
As a result, we have seen a 65% increase in the number of platform companies sending traffic with us and an 89% increase in the total number of platform interactions.
Download this report to find out which channels are growing the fastest in your industry and region, and how platform companies are helping their clients to build closer relationships with their customers through conversational interactions.
Conversational channel growth for B2B platforms
255%
more RCS messages sent.
105%
more Voice calls.
52%
increase in the use of Video calls.
These are impressive growth figures, but another conversational channel has seen a 500% increase in traffic. Download the report to find out which one.
More 2024 messaging trends research
Mastering email deliverability in a competitive landscape
Deep dive into the latest trends, insights and best practices that will ensure your email communication reaches the right audience in their inbox (and not spam folders).
We know the frustration of amazing crafting email strategies that never reaches your audiences inbox. Low deliverability rates can feel like screaming into the void, leaving you wondering if anyone’s even listening.
Here at Infobip, we’re passionate about email communication, and we understand the importance of getting your messages seen by the right audience, at the right time. That’s why we created this comprehensive eBook: Mastering email deliverability in a competitive landscape, which deep dives into the latest trends, insights and best practices.
Here’s what you’ll find inside:
- Email deliverability best practices: Discover proven strategies to ensure your emails land in inboxes, not spam folders.
- How to check email deliverability: Learn how to monitor your performance and identify areas for improvement.
- Email deliverability experts: Gain insights from our deliverability experts on crafting winning email campaigns.
In addition, we’ll also share valuable tips on building a strong sender reputation, keeping your email list clean, and crafting compelling content that resonates with your audience.
Why download the eBook?
Infobip isn’t just about email. We’re a recognized leader in the CPaaS (Communication Platform as a Service) space, according to the 2024 Gartner Magic Quadrant for CPaaS. This means we offer a powerful omnichannel conversational experience platform that allows you to connect with your customers on their preferred channels – SMS, chat apps, social media, email, and more.
Ready to unlock the true potential of your email marketing and elevate your customer engagement strategy?
Download your copy of our email deliverability eBook today!
Ready to start optimizing your email communication? Have a look at the below resources
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With the peak shopping season now extending from October to January, now is the time to ensure that your email strategy and infrastructure is ready to capitalize. Find out how with our detailed guide.
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The ultimate guide to email automation
The only email automation how to guide you will ever need – packed with practical advice and worked examples. From creating triggered emails to building nurture flows that convert – we cover it all.
Driving meaningful customer engagement with conversational AI
Dive into the world of conversational AI and unlock endless possibilities for driving meaningful customer engagement.
The landscape of customer communication is quickly changing, fueled by the widespread adoption of messaging apps, virtual assistants, and digital platforms. Every step of the customer journey, from the initial inquiry to resolving after-sale issues, is evolving faster than ever.
1/3
of customer communications will be AI-powered by 2026.
Brands in retail, digital commerce, financial services, and telcos across Asia Pacific are using their customers’ preferred channels to address their informational needs— in turn, gaining a competitive edge.
In this eBook, you will discover:
- The pivotal role of channels in shaping exceptional CX
- The power of conversational AI in understanding customer preferences
- How to overcome key challenges to deliver enhanced customer experiences
- The advantage of having a customer data platform in orchestrating a unified journey
- Real-world use cases showcasing the transformative impact of an omnichannel communication strategy
Download our eBook to embark on a journey toward CX excellence with conversational AI and master customer conversations that leave a lasting impression.
Interested in learning more about conversational AI?
What is ethical AI? Key principles, concerns, and ethical chatbots explained
Explore ethical AI principles and best practices for creating fair, transparent, and privacy-respecting chatbots.
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.
From clicks to conversations: How Hagens is driving retail success with conversational marketing
Dive into the world of conversational marketing in the retail sector with Hagens. See how they are leveraging this strategy to boost conversions and build meaningful relationships with customers.
Retail Economics report 2024
Learn about the surprising shifts happening in consumer shopping behaviors and why retailers need to rethink their segmentation strategy, derived from our survey of 2,000 UK consumers in collaboration with Retail Economics.
Leveraging proprietary data from Retail Economics and a survey of 2,000 nationally representative UK consumers, this report highlights the challenges and opportunities retailers face as multigenerational consumers switch between multiple channels.
56%
of respondents felt their CX lacks personalization
27%
of shoppers feel comfortable with chatbots and AI-enabled communications
Our study also debunks the need to rely on generational theory and income brackets in segmentation. As a result, there’s a disconnect between retailer-to-customer communication and vice versa.
Key findings:
- Digital shoppers are demanding: The least tolerant shoppers are predominantly those who shop online, underlining the significance of catering to the expectations and preferences of digital consumers.
- Understanding shopper personas: There is no one-size-fits-all approach in retail, emphasizing the necessity of understanding and catering to our diverse shopper personas to effectively meet their needs and preferences.
- Pain points in the customer journey: Identifying and addressing the top pain points in the customer journey is paramount for enhancing satisfaction and retention. Our research found the top five issues to be paying for returns, stock availability, poor communication, lack of delivery options, and order tracking.
Download our report to gain valuable insights that will help you navigate the complexities of the retail landscape and enhance your customer experience strategies.
Discover more about shifts in retail communication
How retail chatbots can personalize shopping experience
Shoppers expect quick, helpful responses. Retail chatbots have become a popular tool for brands to meet that demand. Learn how they’re transforming the way companies interact with their customers.
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.
Omnichannel retail strategy for transformed customer experiences
With the right omnichannel retail strategy, you can personalize every step of the customer journey and create a smoother path to purchase and loyalty. Explore how to make it happen.
Finance messaging trends 2024
Analysis of the 473 billion interactions between businesses and customers on the Infobip platform in 2023 reveals how innovative finance companies are embracing new channels, incorporating chatbots to provide an always-on service, and using gen-AI to help improve customer service.
New market players gaining a competitive advantage
With more choice of financial service providers available to customers, smaller and more agile businesses that can incorporate the latest technology to provide a faster and more engaging customer experience become more attractive.
In our report we have been able to identify three key trends that are helping these businesses to evolve their services.
- Co-ordinated multi-channel communication
- Conversational customer experience
- Using data and AI effectively to drive personalization
Download this report to find out how they are doing this, and which are the most effective channels for this new era of messaging in the finance industry.
Channel trends in the finance sector
18x
increase in mobile app messaging
70%
increase in conversational support messages using WhatsApp
15x
more AI generated messages on Instagram
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Telco messaging trends 2024
By analyzing the 473 billion mobile messaging interactions that took place on our platform in 2023 we have been able to track how telcos are embracing new conversational channels, using gen-AI to help improve customer service, and are diversifying their service offerings through collaborations with cloud communication providers.
The telco market is evolving
The telecoms industry is in a transformative phase, with both customer engagement and service delivery being redefined by the combination of more sophisticated and useful AI, the widespread availability of 5G, and changing consumer preferences.
As an industry that is based on connecting people, telcos have always been quick to adopt new communication technologies and adapt their services to meet the changing expectations of customers.
Download this report to find out how our Telco customers are making effective use of digital messaging channels and adopting AI to drive revenue growth, improve network optimization, and diversify their product offerings.
Conversational support is going digital
385%
increase in the use of WhatsApp
199%
more support messages on Instagram
154%
more customer service interactions on Facebook
