The CX Breakroom
The CX Breakroom is Infobip's podcast that explores the evolving landscape of customer experience. Host Kim Johal interviews industry leaders from Europe, Africa, and the Middle East, discussing topics like agentic AI and modern customer engagement. Each monthly episode offers real-world insights and practical perspectives on CX.
Episodes
New Kids on the Block: The Channels Reshaping CX in EMEA
In this episode of The CX Breakroom (EMEA), host Kim Johal is joined by Lelen Udayan (Head of Customer: Marketing at Ackermans) and Lauren Potgieter (Country Manager, South Africa at Infobip) to explore one of the biggest questions facing CX leaders today: which new customer engagement channels actually matter, and which are simply adding complexity?From WhatsApp and RCS to conversational
Winning the engagement moment: Real-time fan connection across channels
In this episode of The CX Breakroom (EMEA), host Kim Johal is joined by Michael Heath (Senior CRM & Fan Engagement Manager at TGR Haas F1 Team) and Zeljka Stiblik (Head of AI Product Solution Engineering at Infobip) to explore how fan engagement is evolving, and what it takes to build meaningful relationships at scale.At the heart of the conversation is a simple but powerful idea: fan
From messages to value: Turning 87 billion interactions into one seamless journey
In this episode of The CX Breakroom (EMEA), host Kim Johal is joined by Julian Dawkins (Principal Product Marketing Manager at Infobip) and Zeid Shubailat (Sales Director at Infobip) to unpack the key insights from Infobip’s 2026 Messaging Trends Report, and what they mean for CX leaders across Europe, the Middle East and Africa.Drawing on analysis of 628 billion interactions, the convers
Agentic AI – The Next Evolution of CX
In the very first episode of The CX Breakroom (EMEA), host Kim Johal sits down with Krešo Žmak (Chief Innovation Officer, Infobip) and Ben Lewis (VP of Marketing and Growth, Infobip) to unpack one of the most talked-about shifts in customer experience today: Agentic AI.From the early days of branch offices and websites to today’s world of messaging apps and AI-powered conversations, custo
The CX Breakroom Trailer
Welcome to the CX Breakroom, Infobip’s podcast where we step away from the slides and talk about what’s really changing in customer experience.Each month our host, Kim Johal, sits down with industry leaders from across Europe, Africa and the Middle East, to unpack the big shifts shaping the industry, from agentic AI to the realities of running modern customer engagement.If you want real‑w
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