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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.
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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.
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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.

Fujitsu Oceania Executive Analyst & Advisor Day 2026: Highlights

Fujitsu’s 2026 Oceania Analyst & Advisor Day highlighted a broader shift in how the company is shaping its portfolio and operating model.

AI Inference Economics: Managing the Cost of Scale

Ecosystm Principal Advisor Darian Bird explores AI inference consumption, evolving pricing models, and the future of inference economics.

IBM Think on Tour: Singapore Highlights

Ecosystm analysts share their take on the announcements, demonstrations, and messaging from the IBM Think on Tour Singapore event.

IBM Think Leader Insights: Building the AI-First Enterprise

Large language models have shaped the first wave of enterprise AI, but they are not the optimal choice for every application. This report authored by Ecosystm Principal Advisor Darian Bird examines why small language models are becoming an important part of enterprise AI architectures.

Australia Google Cloud Summit 2026: Highlights From Sydney

The 2026 Google Cloud Summit and Analyst Connect in Sydney highlighted a shift in how competitive advantage is being framed in the cloud market. Here are the 5 key takeaways.

Report: Right-Sizing Enterprise AI: The Rise of Small Language Models

Large language models have shaped the first wave of enterprise AI, but they are not the optimal choice for every application. This report authored by Ecosystm Principal Advisor Darian Bird examines why small language models are becoming an important part of enterprise AI architectures.

AI in Telecom: Control, Scale & Competitiveness

Here are five trends shaping AI adoption across Asia Pacific telecom, and what they mean for the networks operators are building.

AI in Singapore: Strengthening the AI Ecosystem

Singapore’s AI agenda is expanding beyond adoption

Inside Malaysia’s AI National Push: Reading the Signals

Explore Malaysia AI strategy, the key signals shaping its ecosystem, and what they mean for businesses, innovation, and regional growth

Retail in Asia Pacific: Building Competitive Advantage with AI

AI is redefining retail across Asia Pacific. Discover how leading organisations are using AI to create competitive advantage, improve customer experiences, and drive business growth.

From Discovery to Readiness: Building Quantum Capability in Aotearoa

Louise Francis provides an overview of New Zealand’s evolving quantum capabilities and outlines six key areas that will determine how effectively the country can build readiness for the next generation of technology.

AI in Public Sector: Turning Government Strategy into Public Value

Learn how AI is reshaping the public sector across Asia Pacific through government investment and innovation.

New Zealand Tech Trends 2026

The foundations of New Zealand’s past and its culture of experimentation have set the stage, but 2026 will test which organisations can scale, govern responsibly, and leverage emerging technologies effectively.

Resilience: Top 5 Cyber Trends for 2026

In 2026, many organisations will have agentic AI – with direct access to critical data – operating as a non-human workforce, demanding controls beyond traditional oversight.

Intelligence: Top 5 Enterprise AI Trends for 2026

AI has firmly become a strategic imperative, transforming decisions, work, and competitiveness. Yet tech and business leaders often struggle to navigate the rapid pace of innovation, emerging players, and enterprise providers layering new features – particularly around platforms and integrated intelligence.

Foundations: Top 5 Infra Trends for 2026

AI adoption is accelerating, but infrastructure is becoming the bottleneck. Legacy data centres, fragmented cloud estates, and years of technical debt are slowing innovation, inflating costs, and amplifying risk.

Key Tech Trends & Disruptions in 2026

In 2025, AI moved from content generation to autonomous action, with multi-step agentic AI workflows forcing a rethink of work, decisions, and value creation. In 2026, organisations will focus on scaling these systems – balancing speed, control, and trust – while redesigning workflows, decision rights, and value creation.
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Cyber Trends & Critical Gaps

Cybersecurity cannot be just the CISO’s job; it’s an enterprise-wide priority. AI is changing the game, powering smarter defences while also driving new threats. Ecosystm research finds nearly 9 in 10 organisations are using AI to strengthen security and accelerate response.

The Quest for Business Value In IoT Enabled Supply Chains

Dr. Kaushik Ghatak, Principal Advisor, Supply Chain, Ecosystm at Ecosystm's Digital Supply Chain BreakFirst on answering the ‘why’ question for developing the business case for IoT capability development in the world of supply chains.
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 […]

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