AI-enabled business messaging is fast becoming the backbone of modern customer engagement, reshaping expectations toward seamless, personalized, and end-to-end conversations. Indonesian enterprises have largely embraced this shift – but most are only scratching the surface. While adoption is widespread, few organizations deliver truly connected customer journeys, leaving significant gains in customer lifetime value and acquisition efficiency unrealized.
The real opportunity lies beyond marketing. Companies that extend rich messaging into fulfillment, support, and authentication are not just communicating – they are building trust in moments that matter, amplifying the impact of every interaction. Yet this requires more than technology; it demands a deliberate rethink of strategy, data foundations, operating models, partnerships, and measurement.
BCG, in partnership with Meta, explores the current state of AI-enabled messaging in Indonesia, the value at stake, and the five critical success factors required to unlock its full potential in this report. The question is no longer whether to adopt, but how boldly to execute.
Read the report (English)
Read the report (Bahasa)