CHANNEL CHIEF
End customers are expecting seamless, efficient, and personalised communication experiences across various channels. Their pain points often revolve around complexity and fragmentation of customer service systems, which can result in slow response times, inconsistent experiences, and difficulty in managing interactions across multiple touchpoints says Aida Durmić.
dDescribe your current job role and a summary of the business model of Infobip? The Head of New Business in Infobip is a business-oriented role, focused on managing a team of hunters, and growing revenue and GP from new business acquisitions. Hunters are industry and vertical focused, and through squads work closely with the marketing and partnership teams to align efforts with market needs.
Infobip is a global cloud communication platform and provides businesses with scalable communication solutions across various channels, such as WA, SMS, email, voice. The business model focuses on helping customers improving and driving customer engagement, automation, and enabling seamless communication at scale.
What are your strengths and abilities that you bring to the above role?
Durmić has been fortunate during her tenure with Infobip to have gained exposure across the whole region and collaborated with diverse markets. This broad knowledge of various industries and different players in the market has been instrumental in driving the team’ s success. Additionally, witnessing firsthand the rapid changes in the industry, including the growth of major OTT platforms, shifting customer expectations, and the rise of AI.
This firsthand experience allowed for teams to bring cutting-edge insights and innovative solutions directly to customers, helping them navigate these dynamic changes effectively.
Please describe the expectations of the end customers that you address. What are their pain points today?
Today, end customers are expecting seamless, efficient, and personalised communication experiences across various channels. Their pain points often revolve around the complexity and fragmentation of customer service systems, which can result in slow response times, inconsistent experiences, and difficulty in managing interactions across multiple touchpoints. Many customers also struggle with scaling their operations while maintaining high-quality service, especially in the face of growing customer expectations for instant support. This challenge is compounded by the need to integrate new technologies, like AI, with existing platforms without disrupting ongoing processes.
To address these issues, Infobip focus on providing scalable, omnichannel solutions that enable businesses to engage with customers more effectively. By leveraging AI and automation, we can offload routine inquiries, improve response times, and free up human agents to handle more complex issues. Ultimately, the goal is to help businesses enhance customer satisfaction, streamline operations, and stay agile in an increasingly competitive market.
Which generic technologies and innovations can make a difference to your end customers business?
The most trending topic is AI, and one of the most important advancements is the
Aida Durmić, Head of New Business MENA, Infobip
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