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Conversational channels have become a primary way for brands to engage customers across discovery, purchase, and support. As these interactions scale, trust plays a critical role in shaping customer experience, engagement, and long-term loyalty. Today’s conversational journeys go beyond plain text. Rich media messaging such as images, carousels, interactive buttons, and in-chat actions is increasingly used to simplify decisions, add context, and drive action. When designed well, rich media builds clarity and confidence. When overused or poorly timed, it can create friction and weaken trust. This roundtable will explore how brands across industries are using conversational commerce and rich media to deliver consistent, trustworthy experiences at scale, while keeping interactions human, transparent, and customer-first.
Trust as a core CX and engagement driver
Rich media as an experience enhancer, not a distraction
Designing conversational commerce journeys that feel guided, not pushed
Consistency of tone, intent, and context across conversations
Respecting customer attention, choice, and control
Measuring success beyond conversions: engagement quality and loyalty signals
Associate Director Marketing
Big Basket
Head of Marketing & Partnerships
ZoomCar
Director Marketing
Delhivery
GM Growth Marketing
Swiggy
SVP
GIVA
Associate Vice President Global Branding Digital and Marketing Communication
Biocon Technologies
Director Marketing
No Broker
Internet and Mobile Association of India (IAMAI) is a not-for-profit industry body registered under the Societies Registration Act, 1860. Its mandate is to expand and enhance the online and mobile value-added services sectors. It is dedicated to presenting a unified voice of the businesses it represents to the government, investors, consumers, and other stakeholders. IAMAI represents varied sectors such as digital advertising, digital entertainment, TravelTech, online gaming, digital payments, Fintech, digital commerce, Edtech, Healthtech, Agritech, Big data, ML, AI & IoT, AR/VR, LogisticsTech and so on www.iamai.in.
Kalyan Biswas | kalyan@iamai.in | +91 99717 68811
The Leela Bhartiya City,
29th January
03:00 pm to 05:30 pm