Скачать или смотреть The CX Breakroom with Matija Kapic: Turning challenges into CX opportunities

What if every customer challenge was a chance to build trust? Perhaps they can be, if brands choose to design their response intentionally. Matija Kapic, Head of Solution Engineering – Asia at Infobip, joins us to discuss how brands can turn moments of friction into meaningful conversations, using automation to create lasting customer relationships in a digital-first world.

Learn more about Telco innovation & partnerships:
https://go.infobip.com/ImprovingTelcoCX
https://go.infobip.com/ConvCXmaturity


00:00 Introduction
01:18 What does it mean to turn a customer challenge into a meaningful conversation
02:47 Reasons that prevent organizations from turning challenges into CX opportunities
03:53 What does it take to deploy automation in a way that improves CX?
05:36 Unlocking CX value through intent-based designs
07:10 Examples of intent-based models in the CX journey
09:11 Broader strategy for CX and digital leaders
12:50 Conclusion

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