New index reveals the most mature sectors for customer experiences
Vodnjan, Croatia, December 12, 2024 – A new Conversational Customer Experience (CX) Maturity Index from global communications platform Infobip reveals the maturity benchmarks for four major industries, retail and eCommerce, Telco, Finance and Healthcare.
Customer experience is a key differentiator between businesses and brands. Great customer experiences boost engagement and increase sales, while poor experiences can reduce loyalty and sales.
Infobip has ranked four sectors’ conversational CX maturity, for their ability to deliver outstanding customer experiences with precision and consistency, by measuring two variables:
• Journey scoring: the channel mix brands use to communicate with customers and how many use cases brands automate across these channels
• Sophistication scoring: a brand’s approach to integrating tools, platforms and tech, and communication strategy.
Infobip’s Conversational CX Maturity Index reveals:
| Sector | Journey score | Sophistication score |
| Retail and eCommerce | 60 | 57 |
| Telcos | 63 | 57 |
| Finance | 57 | 52 |
| Healthcare | 56 | 48 |
The framework enables businesses to evaluate how effectively they understand, design, and optimize every customer interaction across critical touchpoints, whether in marketing, sales, or support. Infobip will soon launch a comprehensive Conversational CX Maturity Index that enables companies to benchmark themselves against their industry peers on their conversational maturity across use cases and technology.
Achieving conversational CX maturity is becoming a necessity for brands that want to thrive in an increasingly competitive, digital-first landscape. This means evolving from simple, reactive chatbots to sophisticated, AI-driven systems that can engage proactively and offer personalized experiences across every touchpoint. Conversational CX maturity isn’t just about keeping up with technology – it’s about putting the customer at the heart of everything brands do. Brands that invest in conversational excellence will see tangible benefits: higher customer satisfaction, increased loyalty, better operational efficiency, and a stronger competitive edge. By delivering consistent, personalized, and seamless experiences, mature brands create lasting connections that lead to higher customer lifetime value and long-term business success.”
Ivan Ostojić
Chief Business Officer
About Infobip
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
Recent award wins include:
• Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024)
• Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)
• Infobip named a leader in the CPaaS Leaderboard, Juniper Research (March 2024)
• Infobip ranked as number one Communications Platform as a Service (CPaaS) provider, in the inaugural MetriRank CPaaS Report from Metrigy (Dec 2023)
• Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Dec 2023)
• Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)
• Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2023 (Sept 2023)
• Infobip named a leader in the Juniper Customer Data Platform Leaderboard Report (July 2023)
• Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2023 Vendor Assessment (May 2023)
