TL;DR
- Brands that master conversational CX maturity outperform in loyalty, trust, and sales
- Most businesses overestimate their CX integration; only 33% of “omnichannel” brands deliver seamless CX
- Over half still use basic chatbots while competitors implement GenAI with real-time NLP
- Infobip’s CX Maturity Index and Navigator suite help brands diagnose, transform, and accelerate digital CX
- With over 6,000 clients globally, Infobip provides proven roadmaps from CX maturity to business impact
The Digital Gap: Most Brands Are Still Multichannel, Not Omnichannel
In today’s hyperconnected market, success belongs to those who can offer real-time, two-way communication on customers’ preferred digital channels. These aren’t just tools — they’re competitive weapons. And yet, while 90% of companies claim to be omnichannel, only 33% actually deliver synchronized, seamless customer experiences, according to Infobip’s Conversational CX Maturity Index.
The rest are stuck in what Infobip calls the “multichannel trap” — deploying several disconnected tools that fragment rather than streamline the customer journey.
CX Maturity Is the Next Frontier in Digital Transformation
To remain competitive in the digital-first era, brands must mature beyond surface-level CX strategies. This means moving from reactive chat support to intelligent, proactive engagement—enabled by unified data, contextual AI, and integrated digital tools.
According to Infobip, conversational CX maturity consists of consistent, personalized interactions that span the customer lifecycle. The end result? Higher satisfaction, deeper loyalty, and increased conversion.
But it’s a maturity curve. And most companies are still just beginning.
Conversational CX Adoption Metrics
| Metric | Insight | Source |
| Claimed Omnichannel Adoption | 90% of brands | Infobip |
| True Seamless Experiences | 33% of brands | Infobip |
| Companies Using Basic Chatbots | 51% | Infobip |
| Conversational AI Adoption | Only 1–2 in 10 use advanced AI | Infobip |
| Businesses Using Infobip CX Tools | 6,000+ | Infobip |
Basic Chatbots Are Holding Brands Back
Despite the rise of Generative AI, more than half of global firms still rely on basic chatbots, unable to adapt to real-time user needs or provide multilingual support. Meanwhile, next-gen conversational AI is already enabling brands to deliver personalized, contextual, and emotionally resonant experiences at scale.
According to Infobip, firms that continue to stop at surface-level automation risk alienating customers and eroding trust. In contrast, leaders in conversational CX are already pushing ahead with GenAI-powered assistants, rich analytics, and personalized dialogue engines.
Infobip’s Navigator: Turning Diagnosis Into Direction
For brands that know their CX is falling short but don’t know where to begin, Infobip offers a structured, scalable transformation framework. Infobip Navigator is more than a toolkit—it’s a full-stack CX maturity accelerator, already in use by banks in APAC, telcos in EMEA, and retailers globally.
Navigator delivers value through five key modules:
- Maturity Navigator: Evaluates where a brand stands today
- Vision Navigator: Aligns CX upgrades with business strategy
- Value Navigator: Recommends data-driven next steps
- Implementation Navigator: Drives agile execution
- Success Navigator: Optimizes for ongoing performance
This system ensures brands don’t just assess their challenges — they act on them with speed, clarity, and measurable outcomes.
From Diagnosis to Deployment: How Brands Accelerate CX
Once maturity is assessed, the next step is action. According to Infobip, the transformation process must follow five practical pillars:
- Assess your maturity baseline: Benchmark across key channels and integration
- Invest in AI-powered automation: Move beyond basic bots toward intelligent assistants
- Personalize at scale: Use data insights to tailor every touchpoint
- Execute with agility: Roll out in phases without sacrificing momentum
- Protect user trust: Prioritize privacy and security as part of the CX fabric
Each of these is embedded into Navigator’s transformation engine, ensuring that clients don’t stall after strategy meetings—they build, test, iterate, and scale.
Why This Matters Now
Digital transformation is no longer a tech initiative — it’s a customer expectation. Whether in retail, telecom, finance, or healthcare, consumers expect consistent, conversational engagement across channels.
But the bar is rising. It’s no longer enough to “have a chatbot.” The question is whether that chatbot can respond in real time, learn context, and add value. Anything less feels impersonal—and increasingly, unacceptable.
A Roadmap for Every Brand
Infobip has already helped over 6,000 organizations navigate this journey. From European retailers deploying multilingual customer support, to banks in the Middle East rethinking onboarding flows, Infobip’s tools have delivered tangible improvements in retention, satisfaction, and revenue.
More importantly, these brands now understand their CX maturity path — and how to keep climbing it.
Conclusion: The Future Is Conversational
Whether it’s support, sales, or service, everything is now a conversation. The brands that invest in conversational CX maturity today won’t just deliver better customer experiences — they’ll own the future of digital commerce.
With Infobip’s Navigator and CX Maturity Index, companies finally have the clarity and tools they need to stop guessing and start transforming.
