Infobip Champions Conversational AI to Redefine Customer Engagement at Africa CX Conference in Kisumu

Infobip, a global leader in cloud communications, took center stage at the 6th Annual Africa Customer Experience (CX) Conference in Kisumu, advocating for the transformative power of conversational AI in revolutionizing customer engagement, boosting business competitiveness, and driving sustainable growth.

Partnering with Belva Digital, Infobip was among the top technology innovators showcased at the event, which brought together professionals, thought leaders, and innovators from across the continent to explore the future of customer experience.

“Today’s customers are no longer satisfied with generic responses or delayed service,” said George Muhia, Head of Enterprise Business for East Africa at Infobip.
“Generative and conversational AI is redefining customer interaction by enabling emotionally intelligent, real-time engagement that builds trust and loyalty.”

Muhia emphasized that today’s consumers demand more than speed—they expect authentic, personalized experiences that make them feel seen, understood, and valued throughout their journey.

“As customer expectations evolve, businesses must evolve too. Conversational AI empowers companies to meet these expectations with speed, empathy, and a deep personal touch.”

Recent studies underscore this shift:

• 82% of consumers prefer personalized interactions
• 73% expect brands to recognize them across all touchpoints
• Yet, nearly 60% believe businesses have lost the human element in customer service

“Businesses must move beyond transactional engagements to create emotional connections,” Muhia added.
“At Infobip, we help brands do just that—combining human insight with AI to enable smarter, more meaningful conversations at scale.”

Infobip’s conversational AI solutions address the shortcomings of traditional customer service models—such as mass messaging and disjointed communication channels—by enabling contextual, emotionally intelligent interactions that drive customer satisfaction and long-term loyalty.

Built to unify the customer journey, Infobip’s platform integrates marketing, service, and commerce across multiple channels, giving businesses a 360-degree view of each customer’s behavior and history. This supports hyper-personalized engagement and more effective segmentation.

“We’re entering a new era where technology doesn’t just support the customer experience—it defines it,” said Muhia.
“The future of CX is not only digital, but deeply human. Brands that recognize and adapt to this shift will be the ones that thrive.”

As Africa’s customer experience landscape rapidly evolves, Infobip is urging businesses to embrace a conversational, intelligent, and human-centric approach to CX—empowering them to connect, engage, and grow like never before.

The conference, which concluded on Friday, focused on leveraging intelligent technologies to shape the future of customer experience, offering insights, strategies, and innovations poised to transform how businesses connect with their customers.