The Human-Automated Impact on APAC CX

Accelerated digitalization has impacted customer behavior. We commissioned Forrester to survey the latest trends that transformed CX across Asia Pacific (APAC).

Download our study to discover:

  • Why hybrid experiences are crucial to superior CX
  • Customer personas that have impacted business conversations
  • Best practices for delivering a hybrid customer experience

Country specific infographics available!

Get your free copy now!

Source: A commissioned study conducted by Forrester Consulting on behalf of Infobip


Rise in customer preferences within APAC for automated chatbot services for purchase journeys.


of customers find it difficult to connect with live agents. 


revealed how recent support interactions failed to exceed expectations

We’re happy to find a single platform solution to cover our entire customer journey right from service to transactional and promotional activities. Infobip’s solutions were not only easy to integrate but implement as well, enabling us to quickly get up and running with an omnichannel strategy. Answers helped us automate our communication over our customers preferred channels – web Live Chat and WhatsApp, Conversations empowered our agents to deal with complex queries, and SMS let us make the verification process seamless. With Infobip we’re truly able to provide our customers with a digitized car buying experience.

Anna Kim

Regional Marketing Director, Carsome

Infobip’s platform has helped us, at Beam&Go, to improve our customer communications at scale. Before Infobip, our customer service processes were manual, while now, they are more automated, cost-efficient, and user-friendly. Our customers now experience a seamless customer journey while at the same time we’ve cut costs by around 30%.

Kath Cayabyab

Marketing Team Lead, Beam&Go