From the first SMS to AgentOS: What 20 years of data reveals about CX

Date: May 27, 2026
Time: 4:30PM CET

Join here

About the event

628 billion interactions in 2025, 3.8 trillion messages over 20 years, and one persistent question from the brands sending them: how do we turn all of this into better customer experiences?
Our panel of industry experts will walk through what two decades of messaging data reveals about CX — and what it means for your strategy in 2026.
Join us for research-backed insights and bring your questions!

Join here

Get ready to discover

  • The four eras of messaging — from single-channel SMS to AI-orchestrated journeys — and what each shift changed for brands
  • Why 97.7% of traffic now runs across 2+ channels, and why orchestration has replaced channel selection as the central challenge
  • The SMS paradox: why volumes didn’t drop, and what the shift from 99% to 62% share actually tells you
  • How regulation — OTP bans, verified sender requirements, fraud frameworks — is reshaping customer journey design from the ground up
  • Where the real maturity gap is between regions, and what the most advanced markets are already doing
  • What leaders should invest in next — and why it’s probably not a new channel

Meet our speakers:

Tonko Šarac
INFOBIP

Director of GTM

Igor Marušić
DT EUROPE

Head of CPaaS Business Development

Tim Banting
SO WHAT? NOW WHAT!

Founder & Principal Analyst

Dave Hitchins
INFOBIP

Technical Content Writer (moderator)

Proud to be recognized by

Two teams.
One obsession.

Performance through innovation

Discover more

A LEADER AGAIN

2025 Gartner®
Magic Quadrant™
for CPaaS

Positioned furthest for our Completeness of Vision!

Get the report

More upcoming events where you can find us

Viva Technology.

Join us in Paris for Europe’s leading innovation and startup technology event!
Date:17 – 20 Jun, 2026. Location:Paris, France.

Gartner IT Symposium/XPO Barcelona.

Join us in Barcelona to explore AI, cybersecurity, and digital transformation with global IT leaders.
Date:09 – 12 Nov, 2026. Location:Barcelona, Spain.