DataDecisionMakers Author
Ramy Riad is VP of Future Messaging at Webex CPaaS Solutions. He is passionate about creating multi-channel customer experiences and ensuring richer, smarter customer interactions for customers. With more than a decade of experience in telecommunications, Ramy works with global operator groups and governing bodies as well as messaging providers to truly shape the future of business messaging.
With the growth of online commerce and transformation of digital channels, like Google, Instagram and TikTok, into digital marketplaces, 60% of global organizations have turned to communications platform-as-a-service (CPaaS) solutions to help facilitate more personalized, real-time customer interactions and overcome legacy challenges for their IT. One of the biggest drivers for CPaaS adoption is that future consumers — like Gen Z and young millennials — have come to expect an always-on, personalized experience when interacting with brands on the communication channels they already use.