Customer experience is evolving as consumers desire more interactive and engaging communication with brands, similar to conversations with friends. Organizations must adapt by offering conversational experiences, facilitated by technologies like Communications Platform as a Service (CPaaS). Silvio Kutić, CEO of Infobip, explains his journey from failed projects to creating a successful communications platform. He emphasizes the need for businesses to adapt to changing consumer expectations to provide personalized, timely communication across various channels, thereby enhancing customer experience and ensuring organizational success.
"Consumer expectations are shifting towards wanting interactive, conversational experiences with brands, akin to how they communicate with friends or family, necessitating a new approach from organizations."
"CPaaS empowers organizations to enhance customer experience through digitization and personalization, ensuring communication occurs on the right channel at the optimal time."
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