In this episode of The CX Breakroom (EMEA), host Kim Johal is joined by Andro Galinovic (Chief Information Security Officer at Infobip) and Imraan Kharwa (Regional Data Protection Officer at Infobip) to unpack the hidden infrastructure behind every customer message, and why understanding it has never been more important.
While messaging may appear simple on the surface, every interaction travels through a complex chain of networks, providers and regulatory requirements before reaching its destination. This conversation explores what that means for customer trust, data privacy, operational resilience and the future of customer engagement.
The discussion examines why security isn't simply about choosing the shortest route, how organisations should think about balancing resilience with risk, and why messaging channels like WhatsApp, RCS and SMS each have different roles depending on the customer journey. The guests also explain why organisations that focus solely on cost can inadvertently introduce security and compliance risks into their messaging infrastructure.
The episode also explores the evolving regulatory landscape across Europe and the Middle East, from GDPR and cross-border data transfers to emerging data residency requirements and the growing role of AI within regulated industries. Rather than slowing innovation, clear governance frameworks can give organisations the confidence to adopt new technologies responsibly.
Whether you're leading customer experience, digital transformation, security or compliance, this episode provides a practical look at how the hidden messaging chain underpins every customer interaction, and why getting it right is essential for building trust at scale.
Chapters:
00:00 – Why messaging is more complex than it appears
00:59 – Understanding the hidden messaging chain
03:08 – Privacy, governance and why the supply chain matters
05:26 – Managing incidents, audits and customer complaints
07:23 – Security vs resilience: choosing the right messaging channel
09:40 – The risks of oversimplifying messaging infrastructure
11:58 – Data residency and regulation across MENA and Europe
16:39 – Cross-border data transfers and regional infrastructure
20:03 – AI, data residency and future-proofing customer engagement
22:21 – Why strong governance enables innovation, not limits it
Connect with our guests:
Andro Galinovic – Chief Information Security Officer, Infobip
Imraan Kharwa – Regional Data Protection Officer, Infobip
Kim Johal – Host of The CX Breakroom and Senior Sales Manager at Infobip
Learn more about Infobip:
🌐 Website: https://www.infobip.com
🔗 LinkedIn: https://www.linkedin.com/company/infobip/
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