The Hidden Supply Chain Behind Messaging: What BFSI Needs to Know About Trust, Control, and CX
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Messaging often looks simple from the outside, but behind every message is a chain of systems, providers, and responsibilities. In this episode of EMEA CX Breakroom, host Kim Johal, Senior Sales Manager at Infobip, is joined by Andro Galinovic, Chief Information Security Officer at Infobip, and Imraan Kharwa, Data Protection Officer at Infobip, to explore what that hidden chain means for BFSI organisations. The conversation focuses on why messaging is more complex than it looks, how that complexity affects trust and control, and why privacy, resilience, and customer experience all depend on understanding the path behind the message. Europe is the main anchor for the discussion, with MENA as the key regional lens. In this episode, we explore: - Why messaging is more complex than it looks - How the hidden chain affects trust and accountability - What BFSI teams should think about in audits, incidents, and procurement - Why security and privacy need to work together - How messaging and customer journeys can differ across Europe and MENA - What AI means when the underlying service path is not uniform If you work in banking, fintech, insurance, CX, privacy, security, governance, or digital transformation, this conversation will help you better understand the systems behind the customer experience. Guests: - Host: Kim Johal, Senior Sales Manager at Infobip - Andro Galinovic, Chief Information Security Officer at Infobip - Imraan Kharwa, Data Protection Officer at Infobip Subscribe for more conversations from EMEA CX Breakroom.
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