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AI Powered Customer Experience: Top 5 Trends for 2025

Team Ecosystm
on 12 Dec 2024

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.

Podcasts

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

Team Ecosystm
on 25 Oct 2024

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 […]

EcosystmTV

Unstructured Feedback Analysis Technology

Melanie Disse
on 10 May 2024

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

Melanie Disse
on 22 Apr 2024

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

Melanie Disse
on 22 Apr 2024

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

Melanie Disse
on 15 Apr 2024

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.

AI, Tech Pulse

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

Sash Mukherjee
on 26 Sep 2025

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

Team Ecosystm
on 27 Jun 2025

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.

AI in Insurance: Risk, Automation & Accountability

Team Ecosystm
on 17 Sep 2026

Across Asia Pacific, insurers are applying AI across risk, claims, fraud and pricing. Six trends emerge across the region's insurance sector.

Follow the Money: 5 AI Trends Investors are Betting On

Team Ecosystm
on 15 Sep 2026

Explore how AI is transforming education across Asia Pacific and reshaping how institutions prepare students for the future of work.

AI in Education: Solving Capacity, Access & Skills Gaps

Team Ecosystm
on 10 Sep 2026

Explore how AI is transforming education across Asia Pacific and reshaping how institutions prepare students for the future of work.

The Philippines’ AI Agenda: Building Capability, Access & Resilience

Team Ecosystm
on 3 Sep 2026

The Philippines AI landscape is evolving rapidly, with recent developments spanning infrastructure, regulation, public-sector resilience, workforce readiness, and economic development. These five developments offer a clearer view of where the country's AI strategy is heading.

AI in Telecom: Control, Scale & Competitiveness

Team Ecosystm
on 1 Sep 2026

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

Team Ecosystm
on 19 Aug 2026

Singapore’s AI agenda is expanding beyond adoption

EcosystmTV

AI in Public Sector: Turning Government Strategy into Public Value

Team Ecosystm
on 8 Sep 2026

AI is moving from policy discussions into government operations. What are governments actually doing with AI? Here are some examples.

EcosystmTV

Manufacturing in Asia Pacific: AI, Resilience & Industrial Competitiveness

Team Ecosystm
on 28 Aug 2026

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

EcosystmTV

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

Team Ecosystm
on 21 Aug 2026

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

EcosystmTV

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

Team Ecosystm
on 17 Aug 2026

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

EcosystmTV

The Small Language Model Ecosystem

Team Ecosystm
on 27 Jul 2026

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

EcosystmTV

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

Team Ecosystm
on 14 Jul 2026

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.