NEW research commissioned by global cloud communications platform Infobip and conducted by IDC reveals increasing investments in cloud-based solutions in Asia Pacific, including the Philippines. The research, titled “Revolutionizing Customer Experience through Conversational Commerce,” emphasizes the growing role of AI-powered conversational commerce and omnichannel communication platforms in the region. Filipinos’ active social media usage provides a powerful tool for brands to connect with customers.
Digital-native customers are setting higher expectations and driving brands to shift from transaction-level experiences to relationship-based ones. Cloud-based solutions enable end-to-end customer journeys in the digital age. Conversational commerce, utilizing Communication Platforms as a Service (CPaaS), is gaining traction, enhancing loyalty and customer lifetime value.
Conversational commerce relies on CPaaS, enabling organizations to integrate real-time communication features into their applications. SaaS tools, such as smart chatbots, are on the rise for personalized interactions. In the Philippines, 64 percent of organizations are using CPaaS solutions to enhance customer experience, aid business expansion, and improve processes.
CPaaS and SaaS empower businesses to provide seamless customer journeys across multiple touchpoints, enhancing ROI and customer engagement. Conversational commerce enables local businesses to expand globally through automated messaging and cloud support.
As businesses embrace conversational commerce, they position themselves to leverage AI technology for meaningful connections and growth opportunities. Organizations need a customer-centric strategy and the right tools to meet expectations, enhance engagement, and establish lasting relationships.
Across Asia Pacific, 70 percent of organizations plan to increase communication platform spending to offer unique customer experiences to the region’s active social media users. In the Philippines, 63 percent of organizations plan to increase communication platform spending.
Different countries have varying motivations for investing in CPaaS and SaaS solutions, from enhancing customer experiences to improving business processes and expanding domestically and internationally. CPaaS solutions are crucial for enabling conversational commerce experiences and fostering emotionally fulfilling engagements.
Organizations embarking on their conversational commerce journey need experienced partners with omnichannel capabilities, easy integration, and agility to respond to new use cases. Infobip is ready to help businesses elevate their conversational commerce strategies in Asia Pacific.
