Avsnitt
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In this episode of The CX Breakroom (EMEA), host Kim Johal is joined by Lelen Udayan (Head of Customer: Marketing at Ackermans) and Lauren Potgieter (Country Manager, South Africa at Infobip) to explore one of the biggest questions facing CX leaders today: which new customer engagement channels actually matter, and which are simply adding complexity?
From WhatsApp and RCS to conversational AI, click-to-chat journeys and the emergence of super app behaviours, the discussion explores how customer expectations are evolving across Africa, the Middle East and beyond. While many organisations focus on launching new channels, Lelen and Lauren argue that success comes from something far less visible: the infrastructure, data and orchestration that connect every interaction together.Drawing on experience across retail, fintech, remittances and customer engagement technology, they unpack why customer preferences are increasingly behavioural rather than generational, why AI should be focused on reducing friction rather than replacing experiences, and how hyper-personalisation is changing what customers expect from brands.
The conversation also explores why omnichannel does not necessarily mean connected, how context is frequently lost as customers move between channels, and why brands should focus less on adding touchpoints and more on creating seamless journeys that preserve customer history and intent.
Whether you're building a customer engagement strategy across multiple markets or trying to understand which channels deserve investment, this episode offers practical advice on how to stay customer-led in an increasingly fragmented landscape.
Chapters
00:00 – Introducing the new channels shaping customer engagement
01:27 – Generational vs behavioural channel preferences
02:32 – How AI is improving customer interactions
03:53 – The future of hyper-personalisation
04:56 – Why omnichannel experiences still feel fragmented
06:32 – WhatsApp, SMS and email: why all three still matter
08:01 – Lessons from retail and fintech customer journeys
10:34 – Click-to-WhatsApp and designing seamless experiences
12:16 – Are super apps changing customer expectations?
14:15 – The infrastructure needed to connect every channelConnect with our guests
Lelen Udayan – Head of Customer, Ackermans
Lauren Potgieter – Country Manager, South Africa, Infobip
Kim Johal – Host of The CX Breakroom and Senior Sales Manager at Infobip
Learn more about Infobip
🌐 Website: https://www.infobip.com
🔗 LinkedIn: https://www.linkedin.com/company/infobip/
Follow The CX Breakroom
Subscribe and join us each month in the breakroom as we continue to unpack the big shifts shaping customer experience across EMEA, one conversation at a time.
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In this episode of The CX Breakroom (EMEA), host Kim Johal is joined by Michael Heath (Senior CRM & Fan Engagement Manager at TGR Haas F1 Team) and Zeljka Stiblik (Head of AI Product Solution Engineering at Infobip) to explore how fan engagement is evolving, and what it takes to build meaningful relationships at scale.
At the heart of the conversation is a simple but powerful idea: fan loyalty doesn’t sustain itself. While sports organisations have traditionally relied on social media and one-way communication, today’s fans expect far more, personalised, real-time, two-way interactions that make them feel like part of the team.
Drawing on real-world examples from Formula 1, the episode explores the growing gap between what fans expect and what many organisations still deliver. From the limitations of social-first strategies to the untapped potential of owned channels like messaging apps, Michael shares how teams are rethinking engagement to move beyond generic broadcasts and towards deeper, more emotional connections.
The discussion also dives into how AI and conversational channels are reshaping the fan experience, from second-screen interactions during live events to always-on engagement that extends far beyond race day. With the majority of fans never attending a live event, the challenge, and opportunity, lies in recreating that sense of immersion digitally.
Looking ahead, the episode explores a future powered by AI agents, hyper-personalisation, and predictive engagement, where fans don’t just consume content, they actively participate, interact, and build ongoing relationships with the teams they love.
Whether you're in sport, media, or any industry with a passionate audience, this episode offers a compelling look at how to turn attention into connection, and connection into long-term loyalty.
Chapters:
00:00 – Welcome back: fan engagement beyond the sport itself
01:15 – What fans really want: emotion, connection and belonging
02:56 – The gap between fan expectations and current CX strategies
04:41 – Why social-first engagement is no longer enough
06:28 – Personalisation vs broadcast: what fans expect today
08:36 – How Drive to Survive reshaped fan expectations
10:49 – Engaging the 95%: reaching fans beyond the live event
12:14 – Recreating live experiences through digital and AI
14:43 – Second-screen behaviour and real-time engagement
16:59 – From campaigns to conversations: what fans really want
Connect with our guests
Michael Heath – Senior CRM & Fan Engagement Manager, TGR Haas F1 Team
Zeljka Stiblik – Conversational AI Leader, Infobip
Kim Johal – Host of The CX Breakroom and Senior Sales Manager at Infobip
Learn more about Infobip
🌐 Website: https://www.infobip.com
🔗 LinkedIn: https://www.linkedin.com/company/infobip/
Follow The CX Breakroom
Subscribe and join us each month in the breakroom as we continue to unpack the big shifts shaping customer experience across EMEA, one conversation at a time.
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Saknas det avsnitt?
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In this episode of The CX Breakroom (EMEA), host Kim Johal is joined by Julian Dawkins (Principal Product Marketing Manager at Infobip) and Zeid Shubailat (Sales Director at Infobip) to unpack the key insights from Infobip’s 2026 Messaging Trends Report, and what they mean for CX leaders across Europe, the Middle East and Africa.
Drawing on analysis of 628 billion interactions, the conversation explores how customer communication is evolving at pace. While messaging volumes continue to grow across EMEA, the real story lies beneath the surface: a shift from volume-driven engagement to value-driven interactions.
From Europe’s rapid adoption of rich channels like RCS, to MENA’s voice-first landscape and Africa’s leap toward more trusted, conversational channels, each region is moving at a different speed, but in the same direction. The discussion highlights how brands can no longer rely on single-channel strategies, and must instead embrace orchestrated, omnichannel experiences that carry context seamlessly across every interaction.
Julian and Zeid also explore how platforms like AgentOS are helping organisations manage this growing complexity, unifying channels, enabling AI-driven journeys, and ensuring every interaction delivers meaningful outcomes.
Whether you're navigating channel strategy, exploring agentic AI, or trying to make sense of shifting customer expectations, this episode offers a practical look at where CX is heading, and how to keep up!
Chapters:
00:00 – Welcome back & introducing the 2026 Messaging Trends Report
01:33 – Messaging growth across EMEA: what surprised us most
03:16 – Digital transformation and shifting customer expectations
04:41 – Europe’s growth story and the rise of RCS
06:30 – MENA’s acceleration and evolving channel strategies
10:47 – Africa’s shift from volume to value-driven interactions
13:33 – The challenge of managing customers across multiple channels
16:04 – How AgentOS addresses CX complexity and fragmentation
18:47 – What customers in MENA are prioritising today
23:20 – Where to start: practical advice for CX leaders
Connect with our guests:
Julian Dawkins– Principal Product Marketing Manager, AI, at Infobip
Zeid Shubailat – Sales Director, MENA, at Infobip
Kim Johal – Host of The CX Breakroom and Senior Sales Manager at Infobip
Learn more about Infobip:
🌐 Website: https://www.infobip.com
🔗 LinkedIn: https://www.linkedin.com/company/infobip/
Follow the CX Breakroom:
Subscribe and join us each month in the breakroom as we continue to unpack the big shifts shaping customer experience across EMEA, one conversation at a time.
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In the very first episode of The CX Breakroom (EMEA), host Kim Johal sits down with Krešo Žmak (Chief Innovation Officer, Infobip) and Ben Lewis (VP of Marketing and Growth, Infobip) to unpack one of the most talked-about shifts in customer experience today: Agentic AI.
From the early days of branch offices and websites to today’s world of messaging apps and AI-powered conversations, customer communication has evolved dramatically. But with generative AI and autonomous agents now entering the mix, the pace of change is accelerating faster than ever.
The discussion explores how AI agents are transforming customer journeys, enabling hyper-personalised interactions, real-time decision making, and seamless experiences across channels. Krešo and Ben break down what makes agentic AI different from traditional chatbots, why data and orchestration are the real challenges for businesses, and how organisations can begin experimenting safely while keeping human oversight in place.
They also explore the future of CX, where multi-agent systems, proactive customer support, and agent-to-agent communication could redefine how brands engage with their customers.
Whether you're a CX leader, marketer, or technology strategist, this episode offers a practical look at what the next evolution of AI-powered customer experience really means for businesses today.
Chapters:
00:00 – Introduction from Kim
01:08 – The evolution of customer communication: from branches to apps
03:04 – Why brands must meet customers on their channel of choice
04:59 – The AI acceleration and why businesses need to adapt faster
08:33 – The forces driving AI adoption in CX
11:24 – From chatbots to generative AI and agentic systems
13:12 – Multi-agent systems and real-time orchestration
15:02 – Hyper-personalisation and proactive customer experience
18:55 – The shift from campaign marketing to intent-driven engagement
20:33 – What the next 18–24 months could look like for CX leaders
27:18 – What should (and shouldn’t) be automated in the AI era
Connect with our guests:
Krešo Zmak – Chief Innovation Officer, Infobip
Ben Lewis – VP Marketing and Growth, Infobip
Kim Johal – Host of The CX Breakroom and Senior Sales Manager at Infobip
Learn more about Infobip:
🌐 Website: https://www.infobip.com
🔗 LinkedIn: https://www.linkedin.com/company/infobip/
Follow the CX Breakroom:
Subscribe and join us each month in the breakroom as we continue to unpack the big shifts shaping customer experience across EMEA, one conversation at a time.
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Welcome to the CX Breakroom, Infobip’s podcast where we step away from the slides and talk about what’s really changing in customer experience.
Each month our host, Kim Johal, sits down with industry leaders from across Europe, Africa and the Middle East, to unpack the big shifts shaping the industry, from agentic AI to the realities of running modern customer engagement.
If you want real‑world conversations about everything CX, subscribe to join us in the breakroom for your monthly CX reset.
