INFOBIP
New research from global cloud communications platform Infobip reveals how conversational customer experiences and generative AI developments have created a long-lasting impact for how people and brands interact. Infobip analyzed more than 473 billion digital communications interactions on its platform in 2023 between businesses and consumers to identify the latest global business messaging trends.
As consumers look for a deeper connection with the brands they buy from, conversational messaging channels are seeing the fastest growth. In 2023, Infobip recorded a 137% increase in mobile app messages compared to 2022, a 73% rise in social media messages, and a 63% increase in chat app messages. Conversational experiences are increasing throughout the customer journey, whether for marketing, commerce, or support.
WhatsApp remains the primary channel brands use for conversational support, where businesses send 90% of support messages over the chat app. However, brands are diversifying their channel mix, leveraging chat apps in specific regions. Brands are also using conversational AI to provide personalized customer support.
WhatsApp remains the top digital channel for conversational marketing, driven by new features that enable customers to start and complete a purchase in a single WhatsApp chat window. Infobip is also seeing significant increases in other messaging apps such as Telegram, Line, Viber, and Messenger. The data also shows a 29% increase in mobile app messaging for marketing in 2023 compared to 2022.
Ivan Ostojić, Chief Business Officer at Infobip, said: “Our data shows how conversational experiences are rapidly spreading across the globe as businesses roll out marketing, sales, and support use cases. Customers can now seamlessly progress through a journey within a single conversational thread on a chat app or RCS.”
For more information, see: https://www.infobip.com/messaging-trends-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, Roberto Kutić and Izabel Jelenić.
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240403207536/en/
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
GoWit One: The Unified AI Operating System Set to Revolutionize Commerce & Retail Media4.12.2025 07:09:00 CET | Press release
WPP Turkey has been selected as a pilot partner to deploy GoWit One, cutting campaign setup time to 10 minutes. GoWit, a global AdTech leader in omnichannel Commerce and Retail Media, announced the launch of GoWit One, the unified AI operating system that brings automation, unification, and real-time intelligence into a single ad platform for agencies operating across multiple retailers, channels, and markets. By bringing these three elements into one dashboard, GoWit One addresses the industry's most critical bottleneck: operational inefficiency. The platform enables agencies to manage campaigns across multiple retailers, channels, and markets, reducing manual AdOps workflows by 98%, turning a process that used to take hours into as little as 10 minutes. Solving the “Fragmentation Crisis” Despite the explosive growth of Retail Media, the industry faces a significant hurdle. According to the IAB, 70% of the market still lacks end-to-end AI adoption. Media buyers are currently forced to
Galderma Secures ‘BBB’ Credit Rating With Positive Outlook from S&P Global Ratings4.12.2025 07:00:00 CET | Press release
‘BBB’ long-term issuer credit rating from S&P Global RatingsPositive outlook, reflecting expected profitability improvement, ramp up of Nemluvio, and continued deleveraging and balance sheet improvementRecognition of Galderma’s science-based dermatology portfolio and global operations Galderma Group AG (SIX:GALD), the pure-play dermatology category leader, today announced that S&P Global Ratings (S&P) has assigned the company a ‘BBB’ long-term issuer credit rating with a positive outlook. The rating reflects Galderma’s strong track record of growth and its leading positions across Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. S&P notes the company’s well-established brand portfolio, global footprint, including an expanding presence in emerging markets, and continued investment in science-based innovation. S&P highlights momentum from recent launches, including Nemluvio® (nemolizumab), alongside improving profitability and expanding free operating cash flow
NTT DATA Announces Six New AI-Powered Cyber Defense Centers to Strengthen Cyber Resilience and Counter an Evolving Threat Landscape4.12.2025 04:30:00 CET | Press release
Four next-generation autonomous Cyber Defense Centers are now operational in India, with two additional centers planned in the UK in 2025 and the USA in 2026 Built with Agentic AI for SecOps, GenAI-driven threat orchestration and advanced automation that delivers up to 60% faster investigations and 90% fewer alerts Adds capacity for 800+ security analysts to protect global clients 24x7 through unified, AI-driven detection and response NTT DATA, a global leader in AI, digital business and technology services, today announced the launch of four next-generation autonomous Cyber Defense Centers powered by AI technologies in Bengaluru, Hyderabad, Noida and Mumbai, with two additional centers set to open in Birmingham (UK) in Dec 2025 and Dallas (USA) by Jan 2026. These purpose-built Cyber Defense Centers reinforce NTT DATA’s strategic focus on modernizing cybersecurity for the AI era. They represent a shift from traditional centralized security operations to a distributed, AI-driven, hyper-
YES Announces Leadership Transition as Rezwan Lateef Appointed Chief Executive Officer3.12.2025 20:24:00 CET | Press release
YES (Yield Engineering Systems), a leading provider of high-performance process solutions for the semiconductor Advanced Packaging market, today announced that Rezwan Lateef has been appointed Chief Executive Officer. Mr. Lateef previously served as President of YES and has been a key driver of the company’s significant growth, global expansion, and product innovation over the past several years. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251202200541/en/ Rezwan Lateef, CEO of YES. The transition marks a natural progression for the company as it surpasses a key revenue milestone and enters its next phase of scaling with top tier semiconductor and AI computing customers. Rama Alapati, who has served as CEO since 2021, will step into a consulting role to support Mr. Lateef during the transition period and ensure strong organizational continuity. “Rama has played an instrumental role in elevating YES from a promising techno
Doha Debates Examines How Entertainment Shapes Us Today3.12.2025 18:13:00 CET | Press release
In a new episode, leading thinkers and students debate whether today’s entertainment elevates us or pulls us into distraction. Qatar Foundation’s Doha Debates continues its flagship debate series with a new episode that examines how modern entertainment shapes our attention, creativity, and everyday well-being. Moderated by Dareen Abughaida, the debate brings together three influential thinkers to ask whether today’s entertainment landscape is enriching us—or overwhelming us. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251203737439/en/ Doha Debates examines how entertainment shapes us today in a new episode, leading thinkers and students debate whether today’s entertainment elevates us or pulls us into distraction. (Photo: AETOSWire) This week’s debate features Marya Bangee, Senior Advisor at the Pop Culture Collaborative; Dr. Anna Lembke, Professor of Psychiatry at Stanford University and author of Dopamine Nation; and N
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom