Created & Presented by Shankar Iyer, Head of Customer Success at Infobip, at EngageMint, Asia's largest Retention Marketing Conference. Shankar takes us through the telecommunication ecosystem in India & the importance of CPAAS in the staying relevant. This session covers: -What and why of digital conversations -Intuitive customer experience flows -Expectations of personalized, contextualized and connected customers -Smartphone ecosystem & WhatsApp penetration in India -WebEngage and Infobip partnership to make you stay relevant over conversational channels About the speaker: Shankar Iyer comes with a lot of experience in communication industry. He has helped various large enterprises to build their communication infrastructure, get them started on their digital journey and grow their business. You can find him here: https://www.linkedin.com/in/iyer-shankar-telecom/?originalSubdomain=in About EngageMint: Hosted with love by WebEngage, EngageMint is a platform that brings together marketers and product managers from across Asia, passionate about one thing - giving their customers the ‘aha’ experiences they deserve. At EngageMint, we strongly believe that by equipping professionals with the right strategies, we can initiate a massive shift in the way businesses think about growth, product experiences, customer retention, and everything else in between. All our sessions are hand-curated and deep-dive into each aspect of user engagement and retention. So all you have to do is take notes and implement these learnings as soon as you get back to work! More details: https://webengage.com/engagemint/ WebEngage is a new age Retention Operating System, a single suite for marketers to store user data, provide actionable insights, orchestrate omnichannel campaigns by leveraging user insights to provide a hyper-personalized end-user experience. The platform helps brands drive more revenue from existing customers and anonymous users across 10+ communication channels. WebEngage goes above and beyond a marketing automation platform and powers the user engagement for thousands of enterprise brands worldwide, working across several industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, Online Retail. The key clientele includes marquee brands like HUL, Bajaj Finserv, Unacademy, ALT Balaji, MakeMyTrip, Zivame, Firstcry, and many more. ---------------------------------------------- To know more about WebEngage, visit - https://webengage.com/ Book a demo with us: https://webengage.com/register-for-demo/?utm_source=youtube&utm_medium=social&utm_campaign=engagemint22&utm_term=shankariyer To know the latest insights on customer retention and marketing automation worldwide, follow us here: Twitter: https://twitter.com/WebEngage LinkedIn: https://www.linkedin.com/company/webengage Facebook: https://www.facebook.com/WebEngage/ Instagram: https://www.instagram.com/webengage/

1. “The only thing that overcomes
hard luck is hard work”

2. Digital Conversation!
2022
Shankar Iyer
Head of Customer Success, Infobip

3. Telecommunication
Ecosystem in India

4. Mobile Communication Ecosystem
Mobile & www
Cloud & OTT
IOT & AI
Smart Phones
& Apps
2000-2009 2010 201
7
2024

5. Enterprise Mobile Communication Platform
1999-2010 2010-2017 2018 2020
Voice & SMS
Omni-channel
Bots
Conversational AI

6. In 2025
80mn MSME
base
Digital India
IO
T
Service Sector
Economy &
Startups
~300mn
5G users
87% - household
mob Internet
1bn smartphones 900mn Internet
users
~120mins per
day – avg time on
chat app

7. Changing landscape is
leading to…

8. Complex Customer journey

9. Complexity in Tech stack
X Many providers / services
X Multiple account managers
X Various APIs and web
X Individual setup
X Continuous development
X Multiple security setups
X Multiple support channels
X Administration / legal / time
= Complex

10. What is the customer
saying?

11. We have tuned out of advertising
and email blasts. Instead, we want
relevant experiences and always-
on support whenever and wherever
needed.

12. Customer preference!
of customers say they
enjoy automated voice
response experience
Businesses spend $1.3 trillion supporting 265 billion
customer service calls each year*
3%
of customers would
rather message a
business than speak to
a person
67%
of customers say that
messaging is the
easiest, most
convenient way to
contact a business
61
%
of customers think
they get a faster
response over
messaging
59%
Sources:*IBM; **Zipwhip; ***The
Conversation; ****Facebook

13. User Concerns over Voice channel
Source: CCW Market Study, 2019

14. Communication platform as a
service (CPAAS)

15. Omnichannel Platform

16. Omnichannel will accelerate…
Marketing Onboarding Expansion
ATTRACT
ACQUIR
E
INFORM ENGAG
E
RETAIN AND
GROW
ACTIVATE

17. Conversational Business
(Bots & Agents)

18. Google Business Messages -
Early Access
Social Media –
4bn+
LINE – 197mn
Viber Business
Messages – 1bn
Messenger – 1.3bn
Google RCS -
~150mn (India)
WhatsApp Business – 2bn

19. Conversation allows you to…
• Automate
• Active communication
• Bot partners Agent
• Voice over chat
• Multi Linguistic
• Beyond FAQ’s

20. So how do you stay
relevant?

21. Let the customer choose…

22. Integrate the conversational tools

23. Omnichannel + Conversations

24. … IS PERSONAL
‘It’s all about me’
“Talk to me when I want and on the channel I want”
“Understand my history”
“Understand my preferences”
“And make it on my schedule”
An Intelligent conversational
platform which

25. Happy customers ☺
of consumers are more
likely to purchase more at
companies with excellent
customer service
90%
of customers say they would
pay more for better customer
experience
86%
more likely to buy from a
business they can
message with
53%
Source: Total consumer, facebook & hubspot

26. Digital conversation to
“Digital Reputation”

27. Digital is the new standard
Digital by choice
35%
Digital by need
Digital by lifestyle Offline society
25%
23% 17
%
Source: McKinsey, Customer First: Personalizing the
Customer-Care Journey, Jan 2019

28. Digital Reputation

29. Thank you!