FUTURE OF COMMUNICATION PLATFORMS: AN INTERVIEW
What unique communication challenges do SMBs face compared to larger enterprises, and how can integrating a conversational communication platform help solve them?
Small and medium-sized businesses need technology that works for them—not the other way around. They have big goals, but often lack the big teams and budgets that large enterprises enjoy.
So, they need simple, cost-effective tools that can help them compete at the same level as large enterprises. That’s where conversational communication platforms come into play: By bringing everything together in one place, SMBs can talk to their customers across SMS, different chat apps, and email without having to juggle multiple systems. This can help SMBs expedite their digital transformation, improve responsiveness, and enhance the customer experience without increasing overhead.
The future of communication platforms is heading firmly toward flexibility, speed, and automation. SMBs that embrace these communication platform trends will be better positioned to scale, connect meaningfully with customers, and stay ahead in a competitive market.
How important is it for SMBs today to adopt conversational channels and rich messaging experiences like RCS, WhatsApp, and other chat apps to meet evolving customer expectations?
Today’s consumers expect fast replies, convenient channels, and personalized experiences—all major trends in communication platforms. That’s why I think it’s really important for SMBs to meet customers on the platforms they already use. Because when SMBs show up in those same spaces, it feels much more natural for their customers.
Using images, quick replies, and buttons can make the experience even smoother and more engaging because that’s exactly how people communicate and connect in today’s world. For many small and medium-sized businesses, adopting these conversational channels isn’t just a nice-to-have; it’s a vital step in their digital transformation journey. These tools help overcome many SMB communication needs by making interactions more seamless, intuitive, and impactful—without complex infrastructure.
From your perspective, what are the biggest opportunities missed by SMBs that aren’t yet using omnichannel for their customer engagement?
From my perspective, omnichannel is all about meeting customers where they already are, and that’s the key to building stronger, more loyal relationships. This approach directly addresses key SMB communication needs by creating consistency across channels and helping businesses stay relevant.
Without an omnichannel strategy, businesses risk losing touch or even simply losing customers to competitors that offer a smoother, more connected experience. This is a big factor when we talk about the future of communication platforms because they’ll only get more integrated and customer-centric.
How is the partnership between Deutsche Telekom and Infobip helping SMBs accelerate their digital transformation journey?
Our partnership opens the door for SMBs to access communication technologies that were previously reserved for large enterprises. It gives them the tools they need to compete on an equal footing and drive growth. There are no hefty upfront costs or complicated setups—just smart, easy-to-implement solutions designed to help them thrive.
How is Deutsche Telekom making it easier and more accessible for SMBs to adopt these technologies?
As already mentioned, SMBs need simple, affordable technology that can help them grow and stay competitive in a fast-changing world. That’s why having the right partner matters. Someone who understands SMB communication needs can provide powerful tools that are easy to use and backed by real support.
With our onboarding support, SMBs never have to navigate the tech world alone. We’re here to help them stay ahead, adapt, and succeed. Our SMB packages make it easy to get started with communication platforms. Best of all, they don’t need a big budget or tech team. All they need to do is focus on growing their business and connecting with customers.
And for anyone ready to take the next step, we offer advanced tools like AI chatbots, contact centers, and marketing campaign services. These solutions can help them do even more and are aligned with current trends in communication platforms and technologies.
Looking ahead, how do you see messaging trends evolving for SMBs over the next few years? What should businesses prepare for?
Messaging itself will only get smarter and more integrated. Of course, customers will keep expecting quick replies, personal touches, and seamless experiences—no matter where conversations start.
AI will also take on a bigger role in handling support and driving conversations. But it needs to be done thoughtfully rather than just automating for the sake of it. Nevertheless, by intelligently and efficiently using AI, SMBs can use the future of communication platforms to help them deliver meaningful customer engagement at scale.
But they should start exploring these tools now. For example, they can try introducing conversational channels, using customer insights to guide decisions, and integrating automation where it makes sense. Because the businesses that start early, learn as they go, and stay flexible will be the ones customers choose (and stay with) over time.