Behind the Mic with Ramkrishna Yumnam, Key Account Executive at Infobip: Powering Human-Centered CX with Technology

With over a decade of experience in technology, particularly in digital solutions, customer experience, and marketing, Ramkrishna Yumnam, Key account executive at Infobip helps businesses grow revenue, enhance customer experiences, and improve operational efficiency. Passionate about innovation and results, he works with businesses to unlock their full potential in an increasingly complex digital world.

In our conversation with Ramkrishna Yumnam, we explored how technology, when used right, can elevate customer experiences, here are his perspectives:

Q1. What motivated you to pursue a career in customer experience?

I’ve always been fascinated by technology and its potential to improve our lives. So, when I entered the workforce, I was fortunate enough to find a path where I could help my clients deliver amazing customer experiences through the use of technology.

Q2. How have you leveraged emerging technologies such as AI, machine learning, and blockchain to enhance customer experience for your customers?

In short, yes but I always like to remind myself what Steve Jobs famously stated, “You’ve got to start with the customer experience and work backwards to the technology.” This meant focusing on what customers wanted and needed, then developing the technology, whether that is AI or whatever is the most innovative, to fulfill those needs. He believed that technology shouldn’t dictate the experience, but rather serve as a tool to enhance it.

Q3. What are some of the most significant challenges you've faced in improving customer experience using Gen AI?

Gen AI is a relatively new technology, and it is evolving very rapidly. The main challenge is that a lot of its capabilities have had little chance to prove its true potential or business value. This is compounded by the fact that some large enterprises move in certain rhythm, and one which can be slow at times. Of course, there are other organisation where they have experimentation division, or team who are more willing to take risks, where they test out the hypothesis of a new technology’s capabilities by doing pilot programs.

Q4. What role does customer feedback play in your product development process, and how do you gather and incorporate it effectively?

Taking customer feedback is a continuous process for enterprise CX solutions provider – we exist because of understanding the feedback and being able to provide a solution. If we don’t or cannot provide the solution, unless it is not technically or commercially feasible, someone else would do it.

Q5. What strategies have you found most effective in delivering exceptional customer experiences for your end-customers through your products and services?

One of the most effective strategies we’ve found for delivering exceptional customer experiences is focusing on creating easy, seamless, and conversational interactions. In today’s digital environment, where convenience is the norm and customer expectations are high, brands must go beyond standard service delivery and aim to offer personalized, two-way engagement that feels natural and human.

To achieve this, we leverage a framework known as Conversational CX Maturity, which helps us evaluate and improve how effectively you communicate with your customers. This includes examining the channels being used, the range of use cases we support, and the technologies that needs to integrated—all with the goal of enhancing our conversational capabilities.

A critical part of this strategy is the adoption of conversational AI. When implemented thoughtfully, it allows our customers to move away from long call center queues and generic messaging, and toward instant, cost-effective, and personalized customer interactions. This shift not only improves the overall experience but also helps build stronger customer loyalty.

Success doesn’t happen overnight. It requires a clear, well-developed strategy and often the support of experienced partners. By investing in the right tools and approaches, we’ve been able to transform traditional customer service into a more dynamic and engaging experience.

Q6. How do you stay updated with the latest trends and developments in customer experience?

I would say network with like-minded professionals in the industry and combine that with having a learner’s mindset, you will be able to stay on top of all the latest and greatest trends and developments.

Conclusion

Ramkrishna Yumnam’s passion for technology and customer-centric thinking shines through every insight he shares; he exemplifies how innovation must always begin with the customer in mind. His thoughtful approach — from quoting Steve Jobs to stressing the importance of structured data, pilot programs, and conversational CX maturity — reinforces a vital truth: technology delivers its greatest impact when it enhances real human experiences.

As a Key Account Executive at Infobip, Ramkrishna continues to bridge innovation with empathy, guiding clients through the evolving landscape of Gen AI, conversational AI, and enterprise CX. His reflections serve as a reminder that success in customer experience doesn’t come from technology alone, but from a clear vision, a learner’s mindset, and a relentless focus on adding value.

“Thank you for exploring this edition of Behind the Mic. This series is part of our ongoing journey toward the Conversational AI & Customer Experience Summit, where thought leaders like Ramkrishna Yumnam are not just shaping conversations, but driving real change. Stay tuned for more insights from the voices transforming the future of CX.”