What happens when customer service moves from call centres and apps into the messaging platforms people already use every day? In this episode of Below the Fold, Ibrahim sits down with Pushpendra Singh to explore the rapidly evolving world of business messaging and how WhatsApp, RCS, AI and conversational commerce are reshaping the relationship between businesses and their customers. Drawing from his experience across both telecommunications and big tech, Pushpendra explains why telcos and digital platforms are more interdependent than ever, and why the next phase of digital transformation is about meeting customers where they already are.
The conversation explores how business messaging has evolved beyond simple notifications into two-way customer journeys where people can ask questions, resolve issues, discover offers, make purchases and increasingly interact with AI-powered agents.
They also discuss how messaging can help transform customer care from a traditional cost centre into a potential revenue channel, while improving convenience and customer experience.
In this episode:
As AI makes conversations smarter and messaging platforms become more capable, the opportunity is no longer just about sending messages. It's about building better customer journeys.