Infobip South Africa, a communication platform for businesses and a leader in omnichannel customer engagement, has appointed Lauren Potgieter as Country Manager in a strategic move to accelerate growth and strengthen its position as a trusted partner in digital transformation.
With over 26 years of experience across business process management, customer experience, and global operations, Potgieter brings a strong track record in driving operational excellence and scalable growth. In his new role, he will focus on unlocking value through omnichannel engagement, Artificial Intelligence (AI)-enabled automation, and enhanced partner collaboration.
He holds a Bachelor of Business Administration (BBA) and several professional qualifications, including PRINCE2 and Six Sigma Green Belt, supporting his expertise in delivering strategic, outcome‑driven business performance.
Potgieter says his passion lies in helping businesses translate customer engagement into real growth.
“Across every market I have worked in, the common thread is the power of connected experiences,” he explains. “When technology and people align around the customer, transformation becomes scalable and sustainable, that’s what excites me most about leading Infobip’s next phase in South Africa.”
His career highlights include leading organisations through expansion, turnaround, and capability building. Potgieter’s core strengths lie in client relationship management, strategic planning, business development and operational transformation.
Identifying opportunities
Throughout his career, Potgieter has successfully delivered end-to-end transitions, managed complex operations and executed strategic consolidations for blue-chip organisations. He excels at identifying opportunities, designing innovative solutions and converting them into sustainable results.
Potgieter describes his leadership style as people-centric and outcomes-driven, with a strong emphasis on collaboration and clarity of vision. He believes that empowered teams, supported by the right technology and insight, are key to unlocking sustainable performance.
“At Infobip, my goal is to help businesses turn every customer interaction into a connected, consistent experience. Through AI-driven customer journey orchestration — powered by solutions like AgentOS — we can unify strategy, people and omnichannel technology to deliver smarter, more personalised experiences across voice, WhatsApp, SMS and emerging digital touchpoints.”
Potgieter explains that he was attracted to Infobip because of its position as a global leader in cloud communications and omnichannel engagement, making it a powerful enabler for modern, personalised customer experiences. Its ability to unify WhatsApp, voice, SMS, email, messaging apps, and AI-driven channels addresses the challenges many organisations face when legacy systems or restrictive CPaaS models limit meaningful Customer Experience (CX) transformation.
Focus on driving immediate value
In the first three to six months, his focus will be on driving immediate value, strengthening partnerships and building the capabilities needed for Infobip to act as a true strategic enabler.
“By focusing on strategic enablement and measurable outcomes, we will show how Infobip’s technology strengthens customer experiences while directly supporting business strategy and growth,” he notes.
Potgieter states that the greatest growth opportunities for Infobip in the South African and African markets lie in omnichannel engagement, AI and automation, and positioning the continent as a CX hub.
“I’m looking forward to unlock opportunities by leveraging the expertise of the existing Infobip team, working closely with partners and ensuring solutions are tailored, fit-for-purpose, and outcome-driven. We will focus on delivering measurable ROI while tailoring offerings to local and regional market dynamics.”
