Infobip’s eBook with IDC insights shows how conversational AI and CPaaS help brands deliver meaningful, omnichannel customer engagement. By 2026, a third of customer communications will use AI-driven real-time updates. Key to success is unifying data via CDP, applying the 8 Ps of customer context, and integrating across preferred channels like WhatsApp and WeChat. Challenges include fragmented CX tools, legacy systems, and skills gaps. Case studies from Unilever, Anand Rathi, and Telekom Deutschland show higher engagement, sales, and efficiency through AI-powered chatbots, messaging apps, and personalized campaigns.

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