Omnichannel Tech Boosts Customer Engagement

Q: How does Infobip position itself in the Mexican market?
A: We are a strategic enabler of enterprise-grade omnichannel communication. We own and operate our native technology stack, with direct global telecom integrations, which allows us to deliver truly unified experiences across 12 communication channels. We do not compete with CRMs; we are the communication layer that powers CRM leaders like Adobe and Salesforce through exclusive partnerships. Our proprietary Customer Data Platform orchestrates and segments all interactions, giving our clients a behavioral understanding of each user and enabling targeted, dynamic engagement strategies.

Q: What competitive advantages does an omnichannel strategy offer over typical multichannel systems?
A: The strength of our omnichannel model lies in its architectural coherence. Unlike fragmented multichannel systems, which rely on disparate vendors and produce siloed data, we offer a single consolidated platform. Clients benefit from unified analytics, streamlined operations, and a centralized control hub. When an issue arises, they do not have to trace failures across multiple providers; they turn to us. This operational clarity, combined with real-time data integration across channels, enables smarter decision making and more effective campaign execution.

Q: How has Infobip's global infrastructure influenced its success in Mexico and Latin America?
A: Our global track record plays a pivotal role in a market like Mexico, where innovation is often contingent on precedent. While we have a strong local client base, our ability to reference successful deployments — whether at CaixaBank in Brazil or at a leading Turkish bank — provides the institutional confidence local decision makers need to act. These global case studies serve as proof points, allowing us to accelerate innovation adoption in Mexico and position our clients as market leaders rather than followers.

Q: How has Infobip helped companies in key Mexican sectors such as banking, retail, and logistics to exploit their operational potential?
A: One standout implementation was with Claro Sports during the 2024 Olympic Games. In just 10 days, we deployed an RCS-based campaign, critical given that Mexico is the second-largest RCS market in Latin America after Brazil. Despite WhatsApp’s dominance, RCS allowed for dynamic, branded interactions, driving a 40% sales increase during the campaign. This demonstrates how timely, channel-specific engagement can yield measurable returns, particularly in emerging sectors like gaming and betting.

In retail, our work with COMEX illustrates how we can transform long customer life cycles into loyalty engines. Rather than relying on promotions, we developed targeted campaigns for painters, offering education and benefits like health insurance. This community-building strategy, powered by data and personalization, generated a 115% increase in sales linked to these initiatives, highlighting how tech-enabled emotional connections can drive commercial outcomes.

In the insurance sector, we have implemented AI-driven bots that adapt in real-time to user sentiment. For example, if a user is stranded and distressed, the bot responds with urgency and initiates support protocols. In less critical situations, it takes a calmer tone. This intelligent automation supports, not replaces, human agents by handling early interactions and forecasting intent, allowing human teams to focus on complex cases and strategic upselling opportunities.

Q: What roles does regional talent, especially female talent, play in Infobip's operation and how does it influence its ability to innovate and respond to local needs?
A: Innovation depends on team diversity of thought, experience, and approach. Startups require agility and adaptability above all. We cultivate leadership capable of navigating uncertainty, adjusting strategy every three to six months rather than annually. This flexibility is only possible when teams are diverse, inclusive, and built on mutual reinforcement of strengths.

Q: How does your platform address the security and authentication needs of highly regulated companies in terms of compliance and fraud prevention?
A: Infobip was engineered from inception to meet the demands of regulated industries. Our roots in the European Union, particularly Croatia, exposed us early to stringent financial compliance requirements. We have over 800 direct telecom connections worldwide — more than any player in the industry — ensuring secure data transit on private routes. This infrastructure guarantees message delivery integrity across jurisdictions, reducing fraud risks and providing banks and insurers with the operational reliability they require.

Beyond infrastructure, we offer advanced multi-factor authentication with minimal user friction. Whether through WhatsApp, RCS, or biometric verification, we correlate device and behavioral data to validate identity silently. Our participation in Open Gateway initiatives strengthens security in entire ecosystems. Additionally, our regional offices, including in Mexico, allow us to meet local compliance and support requirements in-person, something increasingly non-negotiable for regulated entities.

Q: How will AI influence the development of conversational solutions within the Latin American ecosystem?
A: Latin America is rapidly advancing in AI adoption, with Mexico ranking third regionally. We are moving from rule-based bots to AI-powered conversational engines capable of sentiment recognition, context understanding, and adaptive negotiation. For example, a bot can now act as a personal shopping assistant, offering virtual try-ons, style advice, and dynamic discounts, all while seamlessly transitioning to a human agent when needed. This level of fluidity elevates both customer satisfaction and operational efficiency.

Q: What technological and business challenges do companies in Latin America and Mexico face in achieving true omnichannel personalization?
A: The core technological challenge is data governance and user consent. Consumers are wary of how their personal data is leveraged, particularly across social platforms. To gain trust, companies must not only comply with regulations but proactively educate users on how their data enhances personalization. Transparency in data usage and a clear value exchange are non-negotiable for gaining user buy-in and long-term loyalty.

In Mexico, an additional challenge is the cultural resistance to digital payments. Despite available infrastructure, adoption lags behind countries like Brazil or Colombia, where systems like PIX or Nequi are commonplace. Only 30% of the Mexican population uses fast digital transactions, and QR payment penetration remains limited. This hesitancy is not technical but cultural, and overcoming this inertia is essential to fully realize the potential of data-driven omnichannel strategies.

Q: What are Infobip's priorities for Mexico and Latin America for 2026?
A: Our top priority for 2026 is to scale our presence in Mexico, where we are doubling year-over-year performance. We are investing in human capital, brand development, and public engagement to mirror our success across Latin America. Technologically, AI remains our central focus, and we are embedding it across all layers of our platform to enhance real-time intelligence and personalization. Strategically, we are deepening our footprint in telecom, retail, and financial services, while expanding into high-growth verticals such as gaming, healthcare, and education to diversify our client portfolio and market impact.