Singapore – Sebastian Graham, most recently the director of native for APAC at Yahoo, has been appointed by Taboola as its new director of agency development for Asia-Pacific

In the newly created role, Graham will be responsible for establishing Taboola’s APAC agency development team, while also creating further partnerships between Taboola and agencies, brands, and technology partners, to support and improve client success with native advertising.

Graham comes to Taboola approaching 20 years’ experience working in senior agency, marketing, media and tech roles across ANZ and APAC.

Prior to his role at Yahoo, he led group performance and technology for Bohemia Group and was also the performance director for UM Australia.

For Taboola, agency success is a focus for Taboola, which recently announced momentum and new technology to support them. This includes recent momentum for Taboola’s generative AI technology, which has been used by more than 3,500 clients around the world to generate content and copy for ad creative, such as titles, images and descriptions. 

In addition, Taboola has made significant advancements in its performance advertising-focused bidding technology, called ‘Maximize Conversions.’

Singapore – When it comes to customer experience(CX), customer data serves as a significant source of insights that can be used to predict behaviours and needs, while informing an organisation on how it resonates with its customers. 

However, brands within the Asia-Pacific(APAC) region still face significant challenges in the way data is collected and analysed, according to a report from unified customer experience management platform Sprinklr and global customer experience platform CX Network. 

Specifically, the report found that 46% of brands in APAC said they do not have a central data storage required to deliver a competitive customer experience, with only 58% indicating that they had an annual budget of US$100,000 or less for contact centre solutions.

On the other hand, 79% of brands in APAC are using multiple tools to understand customer data, impacting operational efficiency as well as overall customer experience, with 54% of brands storing their contact centre data in a way that can be easily analysed.

With these findings in mind, the report underscores that modern CX demands unified systems that enable digital communication channels handled by the contact centre to deliver the most comprehensive understanding of customers, their experiences, and the likelihood that they will return.

The ability to do this depends on where customer data is stored, whether it is received by CX teams in real-time, how it is actioned, and the tools available for the job.

Talking about the findings, Melanie Mingas, editor in chief at CX Network, said, “When it comes to advancing the quality of CX and the efficiency of operations, these organisations must take the opportunity to embrace AI-powered tools that support workflows and analyse customer interactions across all channels. This report outlines the benefits of upgrading the tech stack and provides practical advice on how to initiate such a project.”

Meanwhile, Arun Pattabhiraman, chief marketing officer at Sprinklr, said, “The use of multiple disconnected tools for CX management can lead businesses to underutilise their consumer data and miss key business insights. Our latest report spotlights some of the industry-wide gaps in data collection and analysis for the Asia-Pacific region, to encourage a shift to the more optimal approach of unified CX management.”

“Sprinklr’s unprecedented AI-powered CXM platform is a global leader in this space, helping some of the world’s leading businesses extract the maximum value from their data, while improving their overall customer experience,” he added.

Singapore – Virtue APAC, the advertising agency powered by VICE, has appointed Martin Soendergaard as its executive creative director following continued organic and new client growth. 

In his new role, Soendergaard will oversee and guide the agency’s entire creative output across its offices in Singapore and India, in addition to growing and developing a team of creatives working across global and regional clients such as Coca-Cola, Diageo, and Shiseido.

Soendergaard joins Virtue APAC from We Are Social Singapore, where he was ECD for more than two years, delivering global and regional work for brands including Samsung, Activision, Amazon Prime Video, and Bandai Namco.

Originally from Denmark, Soendergaard has worked internationally for the past 16 years at agencies such as CPB, 360i, and BBDO, leading diverse teams responsible for developing global multi-platform campaigns. His extensive portfolio includes iconic brands in culture like Absolut, Volkswagen, Ford, Burger King, Bose, and Porsche. 

Speaking on his own appointment, Soendergaard said, “Virtue APAC is doing really innovative and creatively driven work such as the recent Coca-Cola Creations’ Y3000′ and ‘Soul Blast’ launches and its ‘Walk Beyond’ brand platform for Johnnie Walker that spotlights the progressive creative culture born from the streets of Southeast Asia.” 

“Everything they do is rooted in deep cultural insights, and I’m looking forward to helping our clients think differently while championing and building the brilliant creative talent within the agency. I couldn’t be more excited to join the Virtue family,” he added. 

Meanwhile, Lesley John, managing director at Virtue APAC, commented, “Martin joins Virtue as we partner with more ambitious clients wanting to build their brands inside culture. His extensive experience at leading global agencies, combined with his strong social capabilities and passion for effectively using tech, make him ideally suited to drive our creative offering.” 

“He is a proven leader with a reputation for collaborating and motivating his teams to maximise creative opportunities. His international and regional knowledge will be a major asset, and I’m delighted to welcome him to our growing Virtue APAC team,” she concluded. 

Melbourne, Australia – CommerceHub has announced its appointment of Gordana Redzovski as managing director for the Asia Pacific region to lead the company’s plans of expansion.

With a specific focus on the Asia Pacific region, Redzovski will be employing her expertise to provide strategic guidance and direction in support of the company’s expansion plans. 

Based in Australia, she brings 15 years of experience in high-growth industries. Most recently, Redzovski was VP retail APAC at Lightspeed Commerce where she successfully developed new revenue streams during the pandemic, launched Lightspeed Payments in Australia and led the integration of Vend and Lightspeed Commerce retail teams in APAC. She has also served in senior leadership roles at Deliveroo, Catch.com and iSentia.

Speaking on her appointment, Redzovski said, “I’m thrilled to join the talented, flagship team at CommerceHub during this exciting period of transition and growth. Retailers and brands in APAC continue to seek out innovative partners to support their focus on enhancing the customer experience, and indeed business outcomes, through utilising a unified omnichannel approach.”

Meanwhile, Pete Elmgren, CRO at CommerceHub, commented, “As someone who is known for her ability to engage stakeholders and deliver outstanding results by making data-driven decisions and galvanising teams, Gordana is an outstanding choice to lead APAC. She’s a seasoned executive who is passionate about driving operational efficiency and helping customers experience profitable growth.”

Building a career in a foreign land is a feat that’s not easy to achieve. Along the way, hurdles, failures, and hardships are to be expected, but with hard work and determination, valuable lessons and achievements will surely come with the challenges.

For the inaugural piece of MARKETECH APAC’s Milestones Series, we talked with Mark Opao, communications planning partner for APAC and META at Kaspersky, to share one of his greatest milestones — having a successful career in Singapore and China for the past 12 years and counting. In this narrative, Opao bares some of the challenges, the achievements, and career lessons that he gained through these years.

Taking the leap

Having a steady career in the Philippines, Opao didn’t have plans to move out of the country in his early days. This was until a couple of opportunities were presented to him in Singapore. Taking a leap of faith, he decided to give it a try without any high expectations — which led him to where he is today.

“I already moved several times in my career so far (from the Philippines to Singapore to China and back to Singapore), and I would say the defining moments of these moves were the exciting opportunities that it presented. I get exhilarated when I explore unfamiliar territories and the chance to meet new people of different backgrounds and perspectives,” Opao said.

Overcoming challenges

One of the most difficult challenges Opao had to face working in a foreign country was the difference in culture. To this, he admitted that it became hard for him to work with people with different working cultures. But through time, he learned how to manage his relationships with his colleagues, whilst still maintaining boundaries.

“When you move to another country, you’re the one who should adjust and not the other way around. That includes having an open mind and learning to appreciate (or even practice) their way of life and working styles, the customs and traditions, as well as the nuances in the way they engage with people,” he said.

Another thing was working in a fast-paced and high-pressure advertising market. He even mentioned that in Singapore and China, there is a need to increase resilience, especially in thriving against tough and stressful situations. 

“In my job where I need to hit the ground running from Day 1, the way I managed to overcome challenges is EMBRACING IT. When I move markets or join a new team/company, I always like to start by observing everything- from the meeting dynamics, to looking at previous reports and presentations, and even interactions during lunch. From there I take down notes, highlight key pointers, and from there I make my “attack”!”

Better than gold: His most valuable career lessons

For Opao, the past 12 years were a tough road, but it was also when he picked up some of the most valuable lessons that he still treasures to this day, one being the true meaning of humility. According to him, he thought at first that being humble is to avoid being in the limelight, immediately putting down any form of praise or recognition from others, and shying away from leading bigger responsibilities. 

“Now I believe that true humility is recognizing that you are blessed with certain gifts/talents/strengths and you should use that to reach out and help as many people as possible. Personal branding and promoting yourself well are very important. But you must use it with the right intention. Don’t remain quiet and allow yourself to just be put on the side whereas you know that you have more to give and more to share,” he said.

As he climbed the corporate ladder, Opao also eventually realised that skills, intelligence or plain hard work alone will not take someone upward, seeing different people use different ways, both good and bad, to get to the top — thus, he learned never to lose his values.

“It can be easily tempting to join the bandwagon. But in a world where you are as good as your last show, when the moment comes where everything has been stripped down from you- power, prestige, title- that’s where you’ll realize what truly matters. Work should be treated as a means and not an end. So don’t lose your values until the moment you’ve realised that you are already losing yourself,” he added.

Another career lesson he wished he learned earlier was to avoid aiming for fame but for longevity. To him, career sustainability and slow yet steady progress are more valuable rather than trying to compare himself to others and constantly trying to surpass them.

“I have to admit that I was on “team fame” early on in my career because I had a toxic habit of comparing myself to others. But as I journey on in my career I learned to develop my self-esteem and started to believe more in myself.”

Moving forward

Opao has achieved great feats as a communications and media professional throughout his career, but for him, there’s more for him to do to fulfill his purpose. One of these is to channel all of his learnings to the younger generation aiming to achieve greater heights in the industry.

To this, he said, “After accumulating years of experience in media advertising (and counting), I like to progressively channel those learnings to younger folks who wish to be in the industry and to companies who need advice in capitalizing digital media to grow their businesses-either as a corporate mentor, a consultant, or in the academe.”

“No regrets!” Twelve years later, this is what Opao can say looking back on his first overseas move to Singapore in 2011 to today, which, according to him, was the best decision he had ever made.

This piece is published under MARKETECH APAC’s content series ‘Milestones’, which celebrates the different milestones and achievements of industry leaders across the Asia-Pacific region. Please reach out to [email protected] for more information.

Singapore – In today’s dynamic business landscape, the ability to deliver exceptional customer experience (CX) has become a critical differentiator. Customers, now more than ever, demand exceptional service and are even willing to pay a premium for it. And so, with growing customer needs and demands, businesses must learn how to leverage technology to deliver a truly seamless customer experience that will set them apart from the rest.

In this journey towards revolutionising CX, the capabilities brought about by artificial intelligence (AI) serve as a powerful ally. With AI technology’s ability to process huge volumes of data and predict customer behaviour, it can address customer needs and resolve issues more efficiently for businesses. 

For Admir Mašin, head of platforms in Asia-Pacific at Infobip, businesses must develop strong omnichannel CX strategies to drive growth while providing a favourable customer journey across all channels. He further highlighted the power of conversations in elevating businesses, advising brands and platform businesses to engage with customers in real-time in their preferred channels and to be present when and where their customers expect them to be.

Mašin also talked about CPaaS X, a set of modular and flexible APIs that is made to eliminate the complexities brought about by CPaaS integration for platform businesses. He highlighted how Infobip’s CPaaS X speeds up onboarding and time to market, reduces operational load, and streamlines engineering efforts, thus simplifying a customer’s workload and giving them more space to focus on scaling their business.

Meanwhile, industry leaders Lisa Collins, director of experience platforms at Accenture; James McIntyre, customer experience lead at Cashrewards; Prerna Pant, co-founder of Radarr; as well as Mašin, also provided their industry insights on how brands can revolutionise their current customer experiences to become more future-proof and efficient. 

The industry experts in Asia-Pacific shared their advice on what are the best practices in establishing the best CX strategy for brands and businesses aiming to revolutionise their customer experience strategies by utilising cutting-edge technologies.

Collins shared how important it is for brands to employ a life-centric approach when assessing and dealing with customers. She emphasised how brands that are thriving are those that focus more on how they can help people with their needs, personalising what they can offer, and improving the customer’s journey with the brand.

In addition, Pant also discussed the relevance of understanding customers at each stage of their journey. By using advanced technologies like social media listening tools, brands can track and understand what’s driving customers in each stage of their journey, helping them solve problems and anticipate trends in the future.

Meanwhile, McIntyre pointed out the importance of having the right measurement in a brand’s CX programme. Businesses must learn how to choose the right metrics and visualise data so that it measures what matters for the customer and business.

Mašin also suggested investing in conversational technologies, leveraging AI capabilities to increase efficiency while also fostering interactions with audiences to create satisfaction and drive success.

The webinar, titled CX Revolution: Leveraging AI Tech for Seamless Customer Experience, is made in partnership with omnichannel communications platform Infobip. It was attended by industry experts and marketing representatives from countries inside and outside of APAC.

If you missed going to the event, you may register HERE to obtain your on-demand access.

Singapore – Edelman has announced the appointment of Alyssa Soh to head of influencer marketing in APAC, and the elevation of Simon Murphy to the role of head of business marketing. Soh will report to Tyler Vaught, global head of influencer marketing at Edelman while Murphy will report to Joe Kingsbury, global chair of B2B marketing at Edelman.

Soh joins Edelman after a decade in the tech sector, most recently as head of branded content and creators for X (formerly Twitter) JAPAC. In her previous roles, Soh led multi-functional teams across the region, working hand-in-hand with X’s top advertisers to create consistently exceptional creative work, driving optimal performance on the platform. 

In the newly created role, Soh is tasked with scaling Edelman’s influencer marketing offering across the region, establishing an exemplary body of work, and fortifying Edelman’s position as a market leader.

“I believe leveraging Edelman’s established and trusted position in the global communications industry, as well as its comprehensive suite of solutions, will allow us to innovate in this market – enhancing our work with both Brands and Creators to create meaningful content and trusted connections with their audiences across owned, paid and earned channels,” Soh shared.

Meanwhile, Murphy has been with Edelman for 6 years, having joined the firm in Hong Kong as head of corporate in 2017, before relocating to Melbourne in 2022 to take up the role of EVP and head of corporate innovation for APAC and global client lead. He possesses over 25 years of international experience in corporate affairs and communications, having worked in Australia, Hong Kong, India and the UK. 

In his new role, he will lead Edelman’s specialized B2B offering, focused on driving reputation, business demand and revenue growth for B2B clients, across the APAC region.

“Business has always been about trust and relationships. At Edelman we earn trust to drive growth. We make meaningful connections and sustain conversations. Which drives bigger, better, long-term impact,” Murphy said.

APAC – SaaS technology company Eagle Eye has released its audited results for the financial year, showcasing 36% group revenue growth, and significant international revenue expansion driven by the US (129%) and APAC (56%), including its first customer in Singapore.

This is in line with the Eagle Eye’s continued expansions in the UK, Taiwan, and Australia, as well as their upcoming launch of ‘Eagle AI’ in 2024, an AI offering building on the company’s previous capabilities.

According to Tim Mason, chief executive of Eagle Eye, the development in the field of AI represents an enormous opportunity for their future, where the company sees three tangible areas for progression. First would be to continue aiming to be the leading enabler of advanced analytics and AI, followed by launching EagleAI for retailers globally, and using AI to enhance their tech stack and development capabilities. 

He also mentioned that recent developments in AI across the retail industry demonstrate that personalisation is going to be easier for all types of retailers globally to adopt, which presents an exciting opportunity for Eagle Eye’s existing AIR platform.

Talking about the upcoming AI offering, Mason said, “We have entered FY24 in a strong position with considerable momentum across the group. We are particularly excited by the opportunity for EagleAI, our new AI offering launching in 2024, building on the capabilities brought into the group with the acquisition of Untie Nots”. 

“Internally, we are exploring how AI can be applied to our own internal projects, processes  and tools to continue running the business in a more efficient way. It is in its early stages, but we believe this will be vital to reducing toil whilst maximising the time spent on innovation and product development. We expect AI to be the capability that enables further efficiencies within Eagle Eye which in turn could drive higher margins to allow us to reinvest into the business to support our continued growth,” concluded Mason. 

Singapore – A new report from Emplifi suggests that the airline industry in Asia has seen a dip in social media engagement despite the fact the industry itself seeing a year of growth. More specifically, the airline industry mostly have seen negative social media sentiment in X, formerly known as Twitter.

Across the world, the stress of air travel often leads passengers to seek rapid solutions via social media and X has been a critical source of real-time customer support for airlines. Interestingly, negative sentiment in public comments towards global airline brands on the platform has remained consistent, hovering between 32% and 26% between the peak of the pandemic in 2020 all the way into 2023. 

In Asia, while negative sentiment has remained around the 20% to 30% range for nearly three years, the more notable finding is that positive sentiment on public airline tweets has decreased for the first time since the pandemic. 

While airlines have implemented social care strategies, there has been limited progress in the post-pandemic era. Following the turbulence of COVID-19, 2021 witnessed global airlines achieving their best response rate to user queries, averaging 23% across platforms (Facebook, and Twitter). 

However, the percentage of questions answered on social media platforms has stagnated in 2023. On average, only 25% of public questions asked in the comments on a brand’s post receive responses, leaving a substantial 75% unanswered. 

In terms of most-mentioned airline brands, Air India (185,638 mentions) took the lead for 2023, garnering the highest number of mentions on X thus far while other Asia based airlines followed close behind: Qantas Airline (43,853 mentions), AirAsia (29,603 mentions), and Singapore Airlines (24,714 mentions). 

Zarnaz Arlia, chief marketing officer at Emplifi, said, “While brands recognize the importance of top-tier customer service, staying aligned with rapidly evolving expectations is a challenge. The airline industry, in particular, needs constant refinement of their social care strategy. Our analysis shows there’s room for improvement. By prioritizing customer care on social platforms, airlines not only meet customers where they are but also foster loyalty, encouraging advocacy and, in the end, driving profits.”

Singapore – Vietnamese airline Vietjet has appointed Lion & Lion as its key partner for social media management and creative content across five markets in Asia-Pacific; namely Singapore, Malaysia, Indonesia, Hong Kong and Taiwan.

The partnership, which took effect on July 2023, marks a significant milestone for Lion & Lion as its first airlines account, while demonstrating Vietjet’s commitment to expanding routes in the post-pandemic era by leveraging Lion & Lion’s unique regional setup of the teams across multiple markets.

Vietjet is responding to the growing demand for tourism by expanding its routes across APAC regions. In search of a collaborative agency with a strong presence in the APAC region, Vietjet selected Lion & Lion for their integration capabilities, deep market understanding, and established footprint in the target countries.

The recent launch of new routes from Jakarta to Vietnam exemplifies Vietjet’s dedication to attracting more Asian travellers. To ensure the success of this expansion, Lion & Lion’s ability to provide local insights, innovative ideas and tailored content for each market played a pivotal role in their selection. 

Hendero Fin, business director at Lion & Lion Singapore, expresses his enthusiasm for the partnership, further highlighting the agency’s integrated setup as a key advantage. 

“With Lion & Lion’s Hub & Spoke Delivery Model, we are able to consolidate multiple markets into one unified way of working that allows us to integrate resources across multiple markets, benefiting Vietjet with both cost and operational efficiency,” Fin added.