Business Messaging: Five Success Factors from RI’s Industry Leaders

Writing in The Jakarta Post , BCG’s Huy Nguyen-Tuong and Meta Indonesia’s country director highlight a Meta-commissioned Kantar survey revealing that 87% of Indonesians prefer messaging to communicate with businesses. They cite benefits like improved customer engagement and retention, alongside keys to success such as personalized responses, AI integration, and value-driven metrics. “Businesses need to consider this new world of instant communication across all interactions with customers, beyond single, isolated use cases,” the authors note.