Infobip predicts AI-powered, hyper-personal customer engagement to transform UK market in 2026

Next-gen customer experience driven by rich, conversational and responsible innovation

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LONDON, 27 November 2025 – Global cloud communications platform Infobip today unveiled its top five customer experience and technology trends set to shape the UK market in 2026. The forecast highlights a year defined by AI-driven personalisation at scale, richer conversational channels, and a growing focus on responsible innovation in customer engagement.


2026 will be the year UK businesses harness AI’s full potential. Firms will utilise AI not just to automate, but to anticipate customer needs and respond in real time. Businesses and brands that succeed in this environment will be those that combine intelligence, interaction, and integrity in every customer conversation.”

James Stokes

Head of Enterprise, UK & Nordics, at Infobip

Infobip’s key predictions in customer experience, conversational communications and technology include:

  1. AI-powered hyper-personalisation at scale: Businesses will move beyond simple product recommendations to deliver real-time, context-aware experiences powered by AI. From messaging to logistics, customer journeys will be driven by behavioural, location, and intent data. This will result in interactions that feel dynamic, relevant, and human.
  2. The rise of rich conversational channels: With SMS facing growing regulatory and security challenges, channels such as Rich Communication Services (RCS) and AI-powered assistants will define brand communication. Expect more interactive, visual, and intelligent conversations between customers and businesses – throughout the full customer lifecycle.
  3. Responsible AI and data sovereignty: As AI adoption accelerates, so will scrutiny over data control and compliance. Infobip predicts greater demand for regionally hosted, transparent, and governance-ready AI solutions that balance innovation with accountability, driving customer trust.
  4. The next generation of customer experience: AI is evolving from passive assistance to agentic intelligence. It will anticipate customer needs, guide decisions, and personalise interactions in real time. CX leaders must rethink experience design to embrace this new era of proactive, conversational engagement.
  5. Smarter messaging, smarter strategy: With devices increasingly filtering or summarising Application-to-Person (A2P) messages, UK brands must shift toward trusted, interactive channels like WhatsApp or RCS. Delivering relevant, opt-in, and value-driven communication will become the new benchmark for customer engagement.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025)
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)
  • Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)

Fintechs to embrace consolidation, compliance, and seamless experiences in 2026

Infobip forecasts a shift towards integrated, AI-driven communications in fintech

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LONDON, 27 November 2025 – Leading global communications platform Infobip expects that UK fintech companies will focus on consolidation, compliance and embedded experiences in 2026, driving a new wave of innovation in financial services communications.


While many sectors are expanding their communication channels – (including WhatsApp and Rich Communications Services (RCS)- fintech is strategically consolidating experiences within apps and platforms. We anticipate 2026 will bring innovations centred on embedded payments, seamless authentication, and AI that enhances user experience while adhering to stricter regulatory standards.”

Danira Senjak

UK BFSI specialist at Infobip

Infobip’s 2026 fintech forecast highlights three key trends:

  1. Embedded experiences: Fintech companies will increasingly integrate services such as promotional messaging and payments directly into their platforms, creating frictionless financial transactions and smoother user journeys.
  2. Compliance-focused AI: AI will drive personalisation while fully aligning with privacy regulations and user control, ensuring innovation does not come at the expense of trust.
  3. Data sovereignty: Increased scrutiny on data residency and AI compliance will push fintech companies to prioritise transparency, security, and governance in all technology decisions.


The fintech sector will be less experimental but no less innovative than retail, for example. Successful organisations will create experiences that are both tailored and trustworthy.

Fintech firms, and neobanks in particular, hold valuable data that, if leveraged effectively, can significantly enhance customer engagement. By turning this data into actionable insights, they can personalise engagement, automate processes, and predict customer needs through AI.”

Danira Senjak

UK BFSI specialist at Infobip

Looking at the broader financial services landscape, Infobip forecasts that by the end of 2026, 83% of banks will adopt AI for customer support. However, 71% will still rely heavily on human agents for complex inquiries, underscoring the importance of balancing technology with the human touch in delivering customer experiences.(1)

1 Stats from the Infobip Conversational CX Maturity Report: https://www.infobip.com/conversational-cx-maturity-report/banking

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025)
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)
  • Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)

Retail’s next big thing: Agentic AI Commerce

Infobip predicts shift from digital adoption to AI-driven autonomous commerce in 2026

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LONDON, 27 November 2025 – The UK retail sector is on the verge of a major transformation as AI evolves from a digital support tool into an agent that actively shapes customer journeys in real time. Leading global communications platform Infobip forecasts that in 2026 “Agentic AI Commerce” will become the new norm for UK retailers, enabling hyper-personalised shopping experiences.


Retail is on the cusp of a dramatic evolution. We’re moving beyond simple digital adoption to a world where AI doesn’t just assist, but actively drives autonomous, real-time customer journeys. From tailored product discovery to frictionless checkout, AI will be the engine powering retail innovation across the country.”

Kim Johal

Retail specialist at Infobip

Key highlights of Infobip’s 2026 retail forecast include:

  1. AI-powered hyper-personalisation: Retailers will leverage behavioural, location, and intent data to deliver truly tailored, dynamic experiences that increase engagement and conversion rates in real-time.
  2. Agentic AI reshaping customer interactions: AI will evolve from passive assistance to proactive engagement, anticipating needs and personalising experiences across all touchpoints.
  3. Rise of Rich Conversational channels: Rich Communication Services (RCS) and WhatsApp will become mainstream platforms for conversational commerce in the UK, offering more visual, interactive, and intelligent brand-customer interactions.
  4. Smarter messaging for smarter devices: With increasing message filtering and summarisation on consumers’ devices, brands must adopt richer, trusted channels to ensure their communications are welcomed and relevant.
  5. Loyalty programs evolution: Traditional loyalty schemes will transform into hyper-personalised, data-driven ecosystems built on first-party and zero-party data, with transparency and trust as key differentiators.
  6. Addressing the high cost of returns: Returns is a high financial and environmental-cost problem for the retail sector, particularly in fashion. AI is set to become pivotal in reducing these costs by anticipating and managing behaviour in buying patterns which lead to high returns. In the pre-sale journey AI can identify multiples in different sizes in baskets, for example, and help customers make a choice based on previous purchases and sizing guides.


Success in this new era will require patience and strategic thinking. UK businesses must focus on packaged AI use cases with clear ROI and ensure their solutions are transparent, compliance ready and build customer trust. Infobip’s expertise in AI-driven communications, positions us as a key partner for retailers aiming to lead in the Agentic AI Commerce revolution.”

Kim Johal

Retail specialist at Infobip

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025)
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025)
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)
  • Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)

Infobip wins Silver at The Drum Awards for MoneyGram Haas F1 Team partnership

The collaboration has been recognised with a Silver Award at this year’s The Drum Awards Festival

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Vodnjan, Croatia – 20 November 2025 – Global cloud communications platform Infobip has been awarded Silver at this year’s The Drum Awards Festival, recognised in the B2B Partnership or Collaboration category for its innovative work with the MoneyGram Haas F1 Team.

Infobip’s partnership with the MoneyGram Haas F1 Team was selected for its innovative approach to sports fan engagement and its ability to bring the action and information from inside the race pit walls into fans’ pockets. In collaboration with the MoneyGram Haas F1 team, Infobip encouraged MoneyGram Haas F1 Team fans to opt in to ongoing content via WhatsApp or RCS messaging channels. Existing MoneyGram Haas F1 Team app users could receive in-app updates, powered by an AI engine that tailored content and cadence accordingly.

The partnership has achieved impressive results already. The Miami race partnership launch featured a hero video, fan hub, and media roundtable. Within 14 days, the story landed in 503 articles, with 688M potential reach, £2.25M AVE, and 79% positive sentiment.

At the Italian race in Monza, Infobip and the MoneyGram Haas F1 Team launched an interactive quiz to boost sign-up. Social ads challenged fans to test their MoneyGram Haas F1 Team knowledge for prizes. Results beat benchmarks: engagement and conversion soared, with cost per sign-up at £0.20 – nearly 80% below industry norms.

Commenting on the win, Ben Lewis, Vice President of Marketing & Growth at Infobip, said:


We’re delighted that our collaboration with the MoneyGram Haas F1 Team has been recognized by The Drum Awards. This Silver award underscores the power of partnerships and reflects our commitment to innovation and delivering next-generation fan experiences globally. This is just the beginning for Infobip and the MoneyGram Haas F1 Team as we inspire organizations to get closer to their audiences.”

Ben Lewis

Vice President of Marketing & Growth at Infobip

The award recognizes the strength of a multi-year strategic partnership between Infobip and MoneyGram Haas F1 Team, which seeks re-imagine how fans connect with a team via digital communications. The collaboration leverages Infobip’s omnichannel messaging and conversational technology to deliver richer, personalized fan experiences around race weekends.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billionmobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025) 
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025) 
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025) 
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025) 
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025) 
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025) 
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)  
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)  
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024) 
  • Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024) 

Half of consumers want shopping season promotions before end of October

2025 shopping season survey unveils consumer engagement expectations

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London, UK, 28 October 2025 – Global cloud communications platform Infobip’s 2025 shopping season survey has revealed the festive period really does start earlier each year.[1] Nearly half of consumers (47%) now expect to receive promotions by the end of October with a further 31% preferring early November. The findings highlight a clear shift in consumer behaviour, with shoppers eager to plan ahead and brands needing to respond earlier to capture attention.

The study also shows that personalisation and AI are driving the shopping experience:

  • 76% of consumers say personalised offers are important in their decision making
  • 66% trust AI to handle simple shopping tasks like order tracking or product recommendations.  


A key learning from this year’s shopping season survey is that consumers globally are getting an early start on their holiday preparations – actively browsing, comparing options, and curating their wish lists well before November. The survey also highlights that shoppers increasingly want to control their brand interactions, choosing when and how they want to be contacted, and which channels they prefer.
 
For retailers, success during the crucial holiday shopping season hinges on deeply understanding consumer preferences, engaging customers at the right time, through their preferred channels, and delivering personalised, meaningful content.”

Ben Lewis

VP of Marketing and Growth at Infobip

The winning formula for businesses looking to engage customers this shopping season is a combination of timing, channel and relevance. Key insights include:

  • Early is the new on time – Globally, 47% of shoppers expect promotions to drop by late October or earlier, and 31% want them in early November.
  • Personalisation is a must – 76% of shoppers value personalised offers, with irrelevant or over-targeted campaigns being seen as intrusive by 8%.
  • Speed matters – Effective engagement must extend beyond purchase. 90% say order confirmations within minutes are essential during the holidays.
  • AI is gaining trust – 66% of shoppers trust AI for simple tasks like order tracking or product recommendations. 16% trust AI suggestions as much as human ones.
  • Omnichannel engagement is mandatory – Email remains a leading channel for holiday promotions, but WhatsApp, SMS, RCS and app notifications are catching up fast.

Read the full report here: https://www.infobip.com/blog/shopping-season-survey

[1] Research was conducted on 1,600 respondents from eight key markets: the US, the UK, France, Spain, Brazil, India, Australia, and the Philippines.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.  

Recent award wins include:

  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025)
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)
  • Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)

Batelco by Beyon Signs Partnership with Infobip to Launch an Omni-Channel Platform

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Manama, Bahrain, 16 October 2025 – Batelco by Beyon has signed a strategic partnership with Infobip, a global leader in cloud communications, during GITEX Global 2025, one of the world’s largest technology events taking place in Dubai until 17 October.

Through this partnership, Batelco will launch an Omni-Channel platform powered by Infobip, a Communications Platform-as-a-Service (CPaaS) solution designed to empower businesses, particularly in the SME, banking and finance sectors to change the way they connect with customers.

This dynamic multi-channel communication platform enables businesses to engage with their customers seamlessly across multiple touchpoints, including SMS, WhatsApp, email, voice, in-app messaging, and more, all through a secure and unified interface.

With its advanced API capabilities, the platform integrates easily into existing business systems, providing real-time analytics, custom automation, and enhanced operational efficiency. This empowers businesses to adapt strategies, scale communication, deliver personalized customer experiences, and maintain robust data security and full regulatory compliance while delivering exceptional customer experiences.

The new platform intelligently selects the most efficient communication route for each interaction and ensures secure and reliable message delivery. This guarantees fast, consistent, and effective message delivery, helping businesses enhance engagement, strengthen relationships, and build lasting customer trust.


Our partnership with Infobip marks a significant step forward in Batelco’s commitment to supporting the digital transformation journey of businesses in Bahrain and the region. By introducing an Omni-Channel platform, we’re providing organizations with a future-ready communication platform that enables them to connect with their customers more effectively, securely, and intelligently than ever before. Batelco is committed to equipping Bahraini enterprises with the fastest and most reliable digital communication tools available.”

Abdulla Danesh

General Manager Enterprise at Batelco


We are proud to join forces with Batelco by Beyon to empower Bahraini enterprises to achieve new heights of digital performance through our AI-powered, omnichannel solutions. Our platform delivers seamless integration, intelligent automation, and secure delivery at scale, giving businesses the agility to respond to customer needs in real-time and deliver meaningful, personalized experiences across every channel.”

Matija Ražem

Chief Commercial Telecom Officer at Infobip

This partnership embodies the shared dedication of Batelco and Infobip in supporting local businesses and organizations to achieve digital excellence and maintain a competitive edge amid a rapidly evolving digital landscape.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025)
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)
  • Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)

About Batelco by Beyon

Batelco by Beyon is the leading provider of innovative telecommunications and digital services that connect and empower people, enable businesses, and enrich society.Batelco serves the enterprise, consumer, government and global markets in one of the most competitive environments in the MENA region through its comprehensive portfolio which includes fixed and mobile telecoms, internet connectivity, cloud services, and Data Center solutions. With sophisticated infrastructure solutions. Batelco offers dependable and diverse solutions to meet growing international capacity demands. Batelco also has major infrastructure projects in the pipeline including participation in the SEA-ME-WE 6 international cable, Al Khaleej Cable the company’s first fully owned subsea cable, and a new state-of-the-art Data Centre. For more information, please visit www.batelco.com

Ooredoo Kuwait and Infobip bring New Era of Conversation Customer Experience powered by Agentic AI

New Collaboration Introduces Advanced SaaS and CPaaS Solutions to Empower Digital Transformation for Enterprises in Kuwait

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KUWAIT – 06 October 2025 – Ooredoo Kuwait, a leading telecommunications and ICT service provider, has partnered with Infobip, a global leader in cloud communications, to bring the Conversational Experience Orchestration Platform (CXOP) powered by Agentic AI to the Kuwaiti market. This strategic collaboration enables businesses to deliver next-generation customer engagement while positioning Ooredoo Kuwait as a technology provider driving digital transformation.

The partnership was unveiled at an exclusive event hosted by Ooredoo Kuwait and Infobip, focused on transforming customer experience in the Conversational AI era. During the event, Kuwaiti businesses had the opportunity to discover how leading organizations are leveraging AI, automation, and omnichannel communication to deliver faster, more personalized, and seamless customer interactions across channels such as WhatsApp, Apple Business Chat, and more.  

The partnership is part of a broader Ooredoo Group initiative that began with the successful launch of Infobip’s AI Hub in Qatar. Now, building on that momentum, Ooredoo Kuwait is leveraging its deep customer relationships and strong enterprise sales network to offer a full suite of Software-as-a-Service (SaaS) and Communications Platform-as-a-Service (CPaaS) solutions. These include chat, email, messaging, and automation services.  

The partnership allows companies to move beyond traditional telecom services and rapidly adopt intelligent communication solutions that enhance customer satisfaction, streamline operations, and future-proof their engagement strategies. A one-stop shop for digital transformation, backed by a global CPaaS leader and supported locally by Ooredoo.   At the center of this partnership is Infobip’s CXOP infused with Agentic AI. This solution enables businesses to orchestrate intelligent, autonomous conversations across digital channels with seamless handover to human agents when needed. Through this, companies can deliver faster, more meaningful customer interactions while maintaining complete control and personalization.


We’re proud to collaborate with Infobip to bring CXOP and Agentic AI to enterprises in Kuwait. This partnership reflects our commitment to becoming a full-fledged technology provider, helping our customers evolve and succeed in the age of conversational AI.”

Sulaiman AlHumoud

Director B2B Marketing at Ooredoo Kuwait


Together with Ooredoo Kuwait, we’re enabling businesses to access powerful digital communication tools that were previously out of reach. By combining Ooredoo’s local strength with our global CPaaS and AI capabilities, we’re delivering real, scalable digital transformation for enterprises in the region.”

Zeid Shubailat

Director at Infobip MENA

This launch marks a significant milestone in Ooredoo Kuwait’s digital evolution, aligning with the company’s broader vision to redefine customer experience through innovative, AI-driven communication solutions.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025)
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)
    Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)

About Ooredoo Kuwait

Ooredoo Kuwait, a leading provider of integrated telecommunications and technology solutions, is dedicated to delivering cutting-edge services that enhance the digital lives of its customers. As part of the Ooredoo Group, which operates across the Middle East, North Africa, and Southeast Asia, Ooredoo Kuwait leverages its extensive network infrastructure and innovative technology to offer a wide range of communication solutions, including mobile, fixed-line, and internet services.  

With a strong focus on customer satisfaction and technological advancement, Ooredoo Kuwait continually invests in enhancing its service offerings and infrastructure. The company is committed to driving digital transformation and providing high-quality, reliable connectivity and entertainment solutions to meet the evolving needs of the Kuwaiti market.   Through its innovative products and services, Ooredoo Kuwait aims to enrich lives, support economic growth, and contribute to the development of the digital economy in Kuwait.  

Learn more about Ooredoo Kuwait: https://www.ooredoo.com.kw/

Globant and Infobip Announce Strategic Partnership to Accelerate AI-Powered Enterprise Engagement Across MENA

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Riyadh, Kingdom of Saudi Arabia, 1 October 2025 – Globant (NYSE: GLOB), a digitally native company focused on reinventing businesses through innovative technology solutions, and Infobip, a global leader in omnichannel communications, today announced a strategic partnership to deliver next-generation AI-powered conversational engagement for enterprises across the MENA region.

The collaboration combines Globant’s expertise in AI-driven digital transformation with Infobip’s award-winning omnichannel communications platform, empowering organizations to deliver smarter, more personalized, and secure customer experiences at scale.

By uniting Globant’s robust generative AI assistance and predictive analytics with Infobip’s scalable Conversational Experience Orchestration Platform (CXOP) powered by Agentic AI and interactive omnichannel messaging capabilities, enterprises can accelerate innovation, strengthen engagement, and create seamless customer journeys that drive growth and loyalty.


Our joint solutions are designed to deliver Conversational AI experiences resulting in improved customer engagement. By combining Infobip’s communications platform with Globant’s AI innovation, we are strengthening our ability to boost engagement, and deliver more personalized customer experiences for end users.”

Veselin Vuković

Chief Alliances Officer at Infobip

The partnership will be showcased at the Saudi Retail Show, Riyadh, 7–8 October 2025, where Infobip and Globant will share a booth and present their AI-powered conversational engagement solutions. Attendees will experience how these technologies support accelerated digital transformation for enterprises in MENA, enabling faster issue resolution, deeper personalization, and trusted interactions across every channel.


Enterprises today are looking for innovative ways to reinvent how they connect with customers and build trust through every interaction. Commerce is entering an agentic era, where intelligent AI agents empower end-to-end, autonomous shopping and operational decisioning. Together with Infobip, we are leveraging this new era powered by AI technologies to unlock growth and deliver measurable outcomes”.

Julio De Salvo

SVP of Solutions, Head of Solution Strategy & Partnerships for MENA & APAC at Globant

Through this strategic collaboration, Globant and Infobip are enhancing their combined capabilities to meet the needs of a fast-growing market. Enterprises will benefit from advanced conversational AI, integrated analytics, and interactive messaging such as WhatsApp, delivered through secure and branded communication channels that strengthen authenticity and reduce fraud. Backed by 24/7 support, rapid API integration, and global coverage, the partnership ensures that organizations can scale innovation and execution with confidence.

Earlier this year, Infobip launched CXOP, its customer experience orchestration platform, further reinforcing its commitment to innovation in trusted, AI-powered communication. Together with Globant, Infobip continues to deliver enterprise-ready solutions that drive measurable impact and redefine customer engagement for the MENA region and beyond.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025)
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)
  • Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)

Over half of shoppers say customer experience is too generic

Data from Retail Economics and Infobip reveals personalisation is the key to attracting and retaining customers

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London, UK, 30 September 2025 – Research by global cloud communications platform Infobip and economic research consultancy Retail Economics, shows personalisation is now essential for retailers. The research, led by retail expert Richard Lim, reveals how strategically crafted, individual experiences are not just “nice to have,” but the foundation for overcoming friction in the customer journey and building lasting loyalty.

The study shows that more than 60% of customers find communications from retailers irrelevant, while 56% feel the customer experience is too generic. Retailers who double down on individual, customised interactions, stand to gain a significant advantage.

And this isn’t just about personalised marketing communications. The study reveals the importance of tailored communication throughout the customer journey. 

Customers appreciate retailers recommending relevant products, but they also want a personalised approach through the purchase, fulfilment and returns stages. Clear communications via preferred channels when delays occur are vital to 82% of shoppers, while the availability and quality of customer support for delivery-related queries is important to 75%.

Retailers succeeding in attracting attention, building trust and increasing loyalty are focused on:

  1. Personalised Messaging – leveraging data driven customer communication, tailoring offers, tracking information, and support messages.
  2. Data Optimisation – consumers prefer brands that acknowledge their shopping habits and interests to facilitate a more convenient shopping experience.
  3. Seamless Experiences Across Channels – brands can reach new potential customers and increase loyalty by communicating over various channels.


Customers now expect personalised communications across the customer journey. If a retailer can recommend a product or service at the right time through the right channel, they expect the same tailored communications if they have a problem or need support. To attract and retain customers, retailers must up their personalisation game. Communications must be relevant and timely, delivered via preferred channels.”

Kim Johal

UK&I Retail Lead at Infobip

Download the full report here: https://www.infobip.com/downloads/retail-economics-report  

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić. 

Recent award wins include

  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025) 
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025) 
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025) 
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025) 
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025) 
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)  
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)  
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024) 
  • Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024) 

Infobip surpasses 10 billion RCS messages

Apple’s RCS support sparks surge in conversational messaging
 

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Vodnjan, Croatia, 9 September 2025 – Global communications platform Infobip has surpassed 10 billion Rich Communication Services (RCS) business messages, delivered to consumers on its platform, marking a significant leap toward richer, conversational messaging.

An image with a dark background. On the left, a large, rounded orange shape contains white text that reads: "We hit 10bn RCS messages." To the right, the Infobip logo (a circular target icon next to the word "infobip") is displayed in orange. Pink and white abstract shapes are scattered around the background.

This milestone highlights the explosive growth of RCS and the effect of Apple’s adoption of RCS in late 2024. Since the iOS 18 update, global RCS traffic on Infobip’s platform has increased fivefold, with North American message volume soaring by 1,400%.  

Businesses worldwide have embraced RCS for engaging, two-way customer interactions. Infobip’s data reveals a 500% year-on-year growth in RCS usage, with brands leveraging it alongside SMS to deliver personalized customer experiences.  

RCS offers the next generation of business messaging: secure, reliable, and interactive—letting brands connect with customers via text, images, videos, and files within their native SMS app. Enterprises can take consumers through the entire customer journey from the initial marketing touchpoint to purchase and support.  

HESA (Higher Education Statistics Agency), part of Jisc, used RCS powered by Infobip boosting responses to its Graduate Outcomes survey, the UK’s largest annual social survey. With RCS, HESA provides richer, more engaging communications to graduates, enabling them to verify survey messages are genuine. As a result, RCS survey conversion rates are double that of SMS.


RCS enables us to provide rich, engaging and trusted messages to graduates which has helped encourage them to complete the survey when they are invited. With improved completion rates compared to SMS, we can deliver the high-quality data the sector needs to make informed decisions about the experiences of recent graduates.”

Dr Gosia Turner

Head of Surveys at Jisc


We’re witnessing record adoption as RCS becomes the channel of choice for businesses aiming to offer trusted, personalized messaging. Infobip is proud to lead this transformation, and we expect RCS growth to accelerate as more consumers and brands embrace these capabilities.”

Craig Selby

RCS Business Unit Director at Infobip

In the US, Infobip was the first to launch RCS messaging with all major telecom carriers. This breakthrough empowers US brands to create more personalized, engaging customer journeys, resulting in stronger relationships and increased revenue per message. Infobip is recognized as RCS Business Messaging Leader by Juniper Research and continues to set the standard for conversational messaging innovation.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić. 

Recent award wins include:

  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025) 
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025) 
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025) 
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025) 
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025) 
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)  
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)  
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024) 
  • Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)