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Dhaka Tribune

Infobip hosts event on customer experience, business growth in Dhaka

The event brought together distinguished industry leaders from Bangladesh across sectors including BFSI, retail & e-commerce, and digital natives

Update : 28 Sep 2022, 06:36 PM

Infobip, a global cloud communication company and a leader in omnichannel engagement, hosted an exclusive live event ‘Omnichannel Customer Experience for Maximizing Business Growth’ at The Westin Dhaka. 

The event brought together distinguished industry leaders from Bangladesh across sectors including BFSI, retail & e-commerce, and digital natives, reads a press release.

An evening conference witnessed a stellar opening remark by the Director of Customer Services – India, Bangladesh, Nepal, and Sri Lanka of Infobip Shankar Iyer, who shared insights into what it takes to deliver a great customer experience (CX) and how digitization is crucial for brands to compete in the new era where customer’s needs and expectations are taking a turn every day. 

“If business were an Olympic sport, CX would be gymnastics,” he said, implying that businesses should priortize providing superior CX with an omnichannel approach if they want to build customer loyalty, reduce costs, and drive sales.

Following that, SEVP & Head of Retail Business of LankaBangla Finance Khurshed Alam and CEO and Co-founder of Bdjobs.com Fahim Mashroor participated in a fireside chat where they discussed how brands can increase customer retention through CX, and the role of automation in offering the best CX to their customers. 

They also shared some use cases on how Infobip’s solutions helped them in overcoming their customer communications challenges. The session was moderated by the Enterprise Team Lead (Sales) – India, Bangladesh, Nepal, and Sri Lanka of Infobip Soumyadeep Bhattacharya.

Other sessions at the event included a product demonstration on ‘Connected Customer Experience with Cloud Contact Center and AI chatbot’ by Senior Sales Engineer of Infobip Arif Hossain and a customer-partner conversation, led by Strategic Account and Partnership Manager of Infobip India Shoubhik  Das, in which the Managing Director of Wintel Limited Faisal Alim and FAVP & Head of Contact Center of Islami Bank Bangladesh Muhd Anisur Rahman participated. 

Alim shared his partnership journey with Infobip and emphasized how collaboration has benefitted them on board new customers smoothly. Rahman, on the other hand, provided insights into their omnichannel CX strategies and future customer trends in the financial services sector. 

The event concluded with a power-packed panel discussion on ‘Reimagining Automation-driven Friction-free Customer Journey,’ led by Revenue Director – India, Bangladesh, Nepal, and Sri Lanka of Infobip Sandesh Sarang. 

The discussion featured Chief Business Officer of Nagad Sheikh Aminur Rahman, GM & Head of Retail Business of Bata Shoe Company (Bangladesh) Arfanul Hoque. and Head of Digital Banking of Brac Bank SK Sunjur Ahmed. 

The panellists spoke about the massive implications of automation for enhancing CX throughout the customer journey and making data-driven decisions in their respective industries. 

The discussion also highlighted how crucial it is for internal cross-functional teams to work together in order to comprehend the overall customer journey and guarantee customer success. 

Finally, they looked at some key steps that businesses might take using automation to fall in the top category for their customers.


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