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AI Powered Customer Experience: Top 5 Trends for 2025

n 2024, technology vendors have heavily invested in AI Agents, recognising their potential to drive significant value. These tools leverage well-governed, small datasets to integrate seamlessly with applications like Workday, Salesforce, ServiceNow, and Dayforce, enhancing processes and outcomes.
Ecosystm-Podcast Episode-37-Transforming-Financial-Services-Insights-from-Shayan-Hazir-HSBC-Cover

Ecosystm Podcast Episode 37- Insights from Shayan Hazir (HSBC)

Join us for an enlightening conversation with Shayan Hazir, Chief Digital Officer, ASEAN at HSBC, and Sash Mukherjee, VP of Industry Insights at Ecosystm, as they explore the profound impact of Technology on the financial landscape. In this comprehensive discussion, Shayan sheds light on the shape of innovation in today’s tech-centric world and the challenges […]

Unstructured-Feedback-Analysis-Technology

Unstructured Feedback Analysis Technology

CX vendors are embedding GenAI capabilities into their solutions and launching new products or features, leading to market fragmentation in the VoC space.

VoC Market Shakeup: PG Forsta Acquires InMoment

The Voice of Customer (VoC) market continues to evolve, often driven by technological advancements as well as M&As. Medallia, Qualtrics, and InMoment are the three major VoC players in the enterprise segment globally and locally across ANZ.
Unstructured-Feedback-Analysis-Technology-Making-Sense-of-the-Market-Fragmentation

Unstructured Feedback Analysis Technology: Making Sense of the Market Fragmentation

The concept of customer feedback is evolving, and how organisations design and manage VoC programs must also change. Technology is now capable of enabling customer teams to tap into all those unsolicited, and often unstructured, raw feedback sources.
Feedback-Disruption-Breaking-Down-Silos-with-GenAI

Feedback Disruption: Breaking Down Silos with GenAI

Customer feedback is at the heart of Customer Experience (CX). But it’s changing. What we consider customer feedback, how we collect and analyse it, and how we act on it is changing.

eBook: Making AI Work: Strategy, Data, and the Power of Ecosystems

AI is reshaping business faster than ever, moving from hype to a boardroom must-have. Yet, many organisations struggle with strategy, data readiness, and scaling impact. Authored by Sash Mukherjee, this eBook in partnership with Snowflake, examines these challenges and provides a clear roadmap for leading with AI at scale.

Whitepaper: Use Backcasting, Not Forecasting in Uncertain Times

AI has moved rapidly from a specialist technology into a foundational capability for economies, governments, and societies, widely embedded in critical infrastructure, public services, defence systems, and the everyday operation of markets and institutions.

Building Hong Kong’s AI Advantage: Infrastructure, Innovation & Industry

Six trends emerging across Hong Kong's technology landscape and what they suggest about the direction of AI over the coming years.

Manufacturing in Asia Pacific: AI, Resilience & Industrial Competitiveness

AI is reshaping Asia Pacific manufacturing, enabling smarter factories, resilient operations, and new models of industrial competitiveness.

New Zealand’s AI Productivity Paradox: The Gap Between Deployment & Redesign

New Zealand has strong sustainability credentials, but the next phase will be defined by whether technology adoption can keep pace with intent.

Banking in Asia Pacific: Faster Systems, Higher Stakes, New Risk Dynamics

From payments to risk management, banks are reworking the foundations of their business for a more complex operating environment.

Indonesia’s AI Moment: Ambition, Architecture, and the Long Game

Based on Ecosystm’s ongoing tracking of the Indonesian market, here are some of the developments shaping the next phase of AI adoption.

New Zealand’s Sustainability Transition: From Policy Strength To System Execution

New Zealand has strong sustainability credentials, but the next phase will be defined by whether technology adoption can keep pace with intent.

AI in Singapore: The Enterprise Reality

Singapore has made AI a national priority, with significant investment in adoption, skills, infrastructure, research, and governance.

AI in Malaysia: Connecting the Foundations

Five trends shaping Malaysia’s next phase of enterprise AI adoption.

AI in Hong Kong: The Enterprise Adoption Story

Explore five AI trends shaping enterprise priorities in Hong Kong, from governance and data to workforce readiness and adoption.

AI in Indonesia: Strengthening the Foundations for Enterprise Adoption

Indonesia is building the foundations for AI across a geographically complex and rapidly digitising economy. But enterprise adoption is moving at a different pace.

AI in Thailand: Enterprise Adoption & Readiness Enablers

AI in Thailand is being tied to broader economic and industrial priorities with the realisation that it is not just about standalone technology adoption.

India’s Digital Shift Being Tested Inside Enterprise Systems

How policy, AI, infrastructure, GCCs, and new ways of working are reshaping India’s enterprise systems.

Manufacturing in Asia Pacific: AI, Resilience & Industrial Competitiveness

Explore how AI is reshaping manufacturing in Asia Pacific through smarter operations, greater productivity, and stronger resilience.

AI in Banking: Faster Systems, Higher Stakes, New Risk Dynamics

Explore how AI in banking is helping Asia Pacific banks move faster, reduce costs, manage risk, and strengthen resilience.

AI in Healthcare: From Early Leadership to System-Wide Integration

AI is moving beyond isolated healthcare applications. Here are some of the developments shaping the next phase of healthcare.

The Small Language Model Ecosystem

How Small Language Models (SLMs) are enabling cost-effective, high-performance, and sovereign AI for enterprises.

Modernising the Banking Core: Commonwealth Bank of Australia’s Banking Platform Re-architecture

This case study explores the Commonwealth Bank of Australia's core banking modernisation programme. Read the case study and watch the full conversation for insights into one of the region's largest banking platform transformations.

Rewiring Enterprise Applications AI Driven Execution

Many enterprise applications were designed to record and manage work. Today’s priorities demand something different. As organisations embed AI into business processes, applications must support faster decisions, coordinated execution, and greater operational visibility. Here is what you need to know about the forces reshaping enterprise applications.

Ecosystm-Podcast Episode-37-Transforming-Financial-Services-Insights-from-Shayan-Hazir-HSBC-Cover

Ecosystm Podcast Episode 37- Insights from Shayan Hazir (HSBC)

Join us for an enlightening conversation with Shayan Hazir, Chief Digital Officer, ASEAN at HSBC, and Sash Mukherjee, VP of Industry Insights at Ecosystm, as they explore the profound impact of Technology on the financial landscape. In this comprehensive discussion, Shayan sheds light on the shape of innovation in today’s tech-centric world and the challenges […]

Strategic support for business planning, go-to-market activities, thought-leadership, and management consulting for digital transformation.

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