KISUMU, Kenya, April 23 – Global cloud communications provider Infobip has called on African businesses to embrace conversational AI as a core strategy to improve customer experience and drive competitiveness in a fast-evolving digital landscape.
Speaking at the 6th Annual Africa Customer Experience (CX) Conference held in Kisumu, Infobip’s Head of Enterprise Business for East Africa, George Muhia, said that businesses must move beyond traditional service models to meet rising consumer expectations for personalized, real-time engagement.
“Today’s customers demand more than efficiency—they want authentic, emotionally intelligent interactions that reflect their needs and values,” said Muhia.
“Conversational AI makes this possible by delivering timely, contextual, and human-centric communication at scale.”
Infobip, showcased at the conference in partnership with Belva Digital, demonstrated how AI-powered platforms can unify marketing, service, and commerce across channels, offering a 360-degree view of customer behavior for hyper-personalized engagement.
With studies showing 82% of consumers prefer personalized interactions and 73% expect seamless brand recognition across touchpoints, Muhia urged businesses to rethink CX strategies to avoid losing the human touch.
“The future of customer experience is not only digital—it is deeply human,” he said.
“Companies that adopt intelligent, conversational platforms will unlock stronger loyalty and sustainable growth.”
Themed around leveraging intelligent technologies to transform CX, the conference brought together leaders, professionals, and innovators from across Africa to explore emerging trends and tools shaping the next generation of customer service.
