The CMO Podcast with Fexingo · 2026-07-14 · 8 min
In this episode of The CMO Podcast, Lucas and Luna dive into a quiet revolution in marketing automation: WhatsApp. While many brands focus on email and SMS, WhatsApp's 98% open rate and rich-media capabilities make it a powerful channel for personalized customer engagement. Lucas breaks down how companies like H&M and KLM use WhatsApp for order updates, boarding passes, and customer service, while Luna questions whether the intimacy of the platform risks consumer backlash. They explore the trade-offs: high engagement vs. privacy expectations, automation vs. human touch. The episode features real numbers: 100 billion daily messages on WhatsApp, compared to 5 billion on SMS. Key strategies include opt-in double confirmation, conversational commerce flows, and integrating WhatsApp with CRM for lifecycle marketing. A must-listen for any CMO considering messaging apps as the next frontier.
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