AI Archives - MARKETECH APAC

India – Microsoft has announced a US$3b investment in India over two years to enhance cloud and AI infrastructure, skilling, and establish new datacenters, driving AI innovation in the country.

During his visit to India, Microsoft Chairman and CEO Satya Nadella announced plans to expand the company’s cloud and AI infrastructure across its datacenter campuses. With three datacenter regions already operational and a fourth set to launch by 2026, the investment aims to build a scalable AI ecosystem to support India’s growing AI start-ups and research community.

The new datacenters will also feature zero-water cooling, reinforcing Microsoft’s commitment to sustainable AI growth. Additionally, long-term renewable energy contracts with Amplus and ReNew support the company’s goal of becoming carbon-negative by 2030.

Nadella said, “India is rapidly becoming a leader in AI innovation, unlocking new opportunities across the country. The investments in infrastructure and skilling we are announcing today reaffirm our commitment to making India AI-first and will help ensure people and organisations across the country benefit broadly.”

Puneet Chandok, president of Microsoft India and South Asia, further explained, “In the last 12 months Microsoft has been a copilot to making AI a reality in India, taking it from boardrooms to classrooms, commerce to communities, and finance to farmers. Today’s announcement strengthens our belief in India’s potential and our resolve to equip the country with the resources and future-ready skills needed to excel in the global marketplace. We will continue to use AI to unlock possibilities for the next few decades and ensure communities across the country have access to the compute they need to prosper in the AI era.”

Moreover, Microsoft plans to bolster India’s long-term competitiveness by equipping 10 million people with AI skills over the next five years through the second edition of its ADVANTA(I)GE India program. As part of Microsoft’s Global Skills for Social Impact charter, the program will deliver training in collaboration with government, nonprofit, and corporate partners, as well as local communities.

Shri Jayant Chaudhary, Minister of State (Independent Charge), Ministry of Skill Development and Entrepreneurship, said, “India’s vibrant youth and tech talent are key to shaping the future of AI. Through the ‘AI for India’ mission, we aim to empower citizens with cutting-edge AI skills, driving innovation, creating jobs, and bridging the digital divide. Collaborations with global leaders like Microsoft and similar companies are pivotal in this transformation. By equipping our workforce, especially women and youth, with advanced skills, we are building an AI-ready India, poised for digital leadership and sustainable economic growth.”

To strengthen its commitment to India’s AI ecosystem, Microsoft Research (MSR) Lab also launched an AI Innovation Network. This initiative will drive new collaborations, particularly with digital-native companies, to accelerate the translation of AI research into practical business solutions.

In line with this, Microsoft signed an AI MoU with SaaSBoomi, an Indian B2B startup community. The partnership aims to fuel the growth of India’s AI and SaaS ecosystem, positioning the country as a global product powerhouse and contributing to its trillion-dollar economy.

By combining SaaSBoomi’s network with Microsoft’s technology, the collaboration seeks to support over 5,000 startups and 10,000 entrepreneurs, upskill 150,000 employees, and drive regional development in more than 20 tier II cities. Over the next five years, the initiative aims to create 200,000 new jobs, attract $1.5b in venture capital, and nurture 50 unicorns and soonicorns, advancing innovation, sustainability, and tech infrastructure across India.

Microsoft underscores that its investments in accelerating AI innovation are crucial to supporting Prime Minister Narendra Modi’s vision of transforming India into a developed nation (Viksit Bharat) by 2047.

Singapore – SenseTime Group Inc., the prominent Chinese AI software firm, is reportedly scaling down its office space in Singapore as it navigates rising competition and cost pressures in the rapidly evolving AI landscape.

Bloomberg, citing unnamed sources familiar with the matter, reported that SenseTime is relocating from a prime downtown office to a smaller space in a more affordable neighborhood. The company is said to be vacating its roughly 11,000-square-foot (1,022-square-meter) office in Frasers Tower for a less central location.

The firm is downsizing as rivals like ByteDance expand overseas amid China’s economic slowdown. In stark contrast, one of its major competitors, OpenAI—the creator of ChatGPT—announced plans just a few months ago to establish an office in Singapore, with further expansion in the Asia-Pacific region on the horizon.

According to Bloomberg, the move highlights SenseTime’s struggle to remain competitive after losing Alibaba as a key backer in 2023. It also reflects a cooling trend in Singapore’s prime office market, which has relied on the expansion of Chinese tech firms in recent years.

As of now, the company’s representatives in Singapore have not issued any statements regarding the reports.

It is worth noting that SenseTime was among the first in China to win approval for generative AI services last year. However, in December 2024, Reuters reported that the company underwent a “major organisational restructuring” to accelerate its shift towards generative AI technologies. The report also highlighted that SenseTime has struggled to keep pace with competitors in the generative AI boom, with its shares plummeting 61% from their issue price three years ago.

India – Kimberly-Clark is set to strengthen its presence in India by scaling up operations and boosting investment at its Bengaluru-based Global Digital Technology Center (GDTC), with a strategic focus on advanced innovations and digital transformation.

Kimberly-Clark revealed that over the next three years, its GDTC will expand its AI/ML capabilities and digital solutions to enhance operational efficiency and customer engagement, further supporting its global ‘Powering Care’ strategy and commitment to consumer-centricity.

The Bengaluru GDTC is driving Kimberly-Clark’s tech advancements while contributing to India’s innovation ecosystem by partnering with startups, universities, and industry leaders to develop cutting-edge solutions.

“Our Bengaluru GDTC is a testament to Kimberly-Clark’s deep-rooted commitment to innovation and the immense breadth of Indian talent,” said Zack Hicks, chief digital and technology officer at Kimberly-Clark.

“In just five years, the centre has evolved into a key growth engine for our digital strategies, delivering AI-powered commercial and supply chain solutions and pioneering advancements in modern manufacturing. Looking ahead, we remain focused on further investing in India, leveraging the country’s outstanding talent and technological expertise to shape the future of Kimberly-Clark and pioneer industry-leading innovation in our core categories,” Hicks explained.

Founded in 2018 with a $2.5 million investment, the Bengaluru GDTC has grown eightfold in five years, focusing on digital capabilities like AI, ML, data analytics, and cloud transformation. The center leverages AI/ML to optimise sales predictions, refine e-commerce pricing, and automate processes like order entry. In 2024, Gen AI platforms boosted employee productivity by 25%, while AI-driven sales analytics improved execution by 10% in regions including Europe, the Middle East, and Africa. These innovations enhance efficiency, reduce costs, and improve accuracy.

The GDTC recently hosted its third Digital Hackathon, ‘UNLOKC 2024,’ bringing together Kimberly-Clark employees and tech partners to create digital solutions for business opportunities in supply chain, marketing, and finance.

As Kimberly-Clark’s largest tech hub, the Bengaluru GDTC will remain a key driver of global growth and innovation, attracting top talent and expanding its capabilities to shape the company’s future and its tech ecosystem.

Digital banks are reshaping the financial industry with convenient, fully online services that prioritise accessibility and efficiency. To stay competitive in this growing sector, they must adopt innovative solutions that enhance customer experience and streamline operations.

Conversational AI plays a crucial role in this transformation, offering real-time, personalized support while automating routine tasks. By improving customer satisfaction and operational efficiency, AI enables digital banks to scale services effectively without compromising quality, making it a vital tool in today’s tech-driven market.

In this case study, we explore how Tonik Bank, a leading digital bank in the Philippines, leveraged Gupshup’s Conversation Cloud—powered by advanced AI and automation tools—to enhance customer satisfaction and operational efficiency.

The Challenge

As a digital-first bank, Tonik aimed to stand out by delivering a seamless, efficient customer experience superior to traditional banks. To meet the demands of its growing user base, the bank sought innovative solutions to reduce response times, automate routine tasks, enhance customer satisfaction and engagement, and boost operational efficiency while cutting costs.

Tonik recognised that addressing these challenges would not only retain existing customers but also attract new users to its platform.

The Objective

Tonik outlined clear goals for its partnership with Gupshup:

Enable instant access to customer support and information.
Reduce reliance on traditional channels by adopting AI-driven solutions.
Deliver personalised and efficient customer interactions.
Enhance operational efficiency by automating routine tasks.

By achieving these objectives, Tonik aimed to establish itself as a leader in customer experience while scaling its operations cost-effectively.

The Solution

To address Tonik’s objectives, Gupshup implemented a comprehensive strategy leveraging Generative AI and automation technologies. At the core of this approach was the integration of a Generative AI-powered chatbot tailored specifically for Tonik’s mobile app. This advanced chatbot managed a wide range of customer interactions, providing instant responses to queries, engaging in contextual and personalised conversations, and assisting with routine banking tasks such as balance inquiries and transactions.

In addition to enhancing responsiveness, Gupshup automated routine customer service tasks, allowing human agents to concentrate on more complex, high-value interactions. This shift not only improved the efficiency of the customer care team but also significantly reduced response times.

To improve AI accuracy and reduce manual retraining, Gupshup took a multi-model approach combining Gupshup’s fine-tuned ACE LLM (built atop foundational models) with traditional NLP models, optimizing for latency, response quality, and cost-effectiveness.

As a result, the chatbot now autonomously resolves 75% of customer queries, covering a wide range of topics from FAQs about account opening and information about loan products. This significantly reduces the need for human intervention. Additionally, ACE LLM’s fine-tuning reduces AI hallucinations, ensuring high accuracy and reliability.

To ensure sustained success, Gupshup established regular feedback loops and performance reviews, continuously optimizing the system for maximum effectiveness and adaptability.

The Result

The partnership between Tonik and Gupshup yielded remarkable results, showcasing the power of Generative AI in transforming digital banking.

Customer satisfaction saw a significant boost, with the AI chatbot enhancing response times and achieving a 45% increase in customer satisfaction ratings. Operational efficiency also improved, as automation allowed the customer care team to operate 4.3 times more efficiently while reducing costs associated with manual query handling.

The AI chatbot demonstrated exceptional performance, routing 9 out of 10 customer queries through the in-app chat feature, achieving an AI accuracy rate of 95%. This success in automation not only streamlined processes but also enhanced the overall user experience.

This initiative is expected to save over USD 20 million in operational costs for Tonik Bank over the next three years, contributing to a significant increase in productivity while maintaining a headcount growth rate below 20%.

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Tonik Bank’s partnership with Gupshup highlights the power of conversational AI in banking. By automating tasks and improving customer interactions, Tonik enhanced its customer experience and achieved significant operational efficiency. This success sets a standard for innovative, customer-focused digital banking in a competitive financial landscape.

Commerce media is transforming advertising by enabling brands to engage shoppers with precision throughout their purchase journey. Leveraging rich commerce data across platforms empowers advertisers to target high-value audiences, deliver personalised experiences, and achieve measurable results. AI plays a key role in streamlining processes and predicting shopping behaviours with remarkable accuracy.

Amid rising privacy regulations and industry fragmentation, commerce media offers a unified, data-driven approach to navigate these challenges. Prioritising first-party data, harnessing AI, and fostering cross-platform collaboration help advertisers build meaningful connections and stay competitive in a dynamic digital landscape.

In our latest What’s NEXT in Marketing interview, Taranjeet Singh, managing director of Venture Markets, APAC at Criteo, explores how commerce media is transforming advertising with data-driven targeting and AI while addressing challenges like fragmentation and privacy regulations to build a unified, privacy-first ecosystem.

Unlocking audience insights with commerce media

Commerce media empowers advertisers by connecting them with high-value consumer audiences across retail media networks, the open internet, and social platforms. The outcome is precision-driven targeting that seamlessly engages consumers throughout their purchasing journey.

“Commerce media allows advertisers to speak to the audiences that matter most at all stages of their purchase journey, wherever and whenever they shop, which increases the likelihood of conversion,” Singh explained.

He went on to highlight how Criteo enables advertisers to activate and monetise these audiences through its Commerce Media Platform, leveraging a vast network of 17,000+ advertisers, 3,100 brands, and 225 retail media networks. By utilising deep commerce insights, Criteo helps predict and shape shopping behaviours while ensuring privacy-safe first-party data through closed, authenticated environments like retailer sites and social platforms.

Singh shared an example of how Yanadoo, a South Korean self-development platform, used Criteo’s OneTag with Dynamic Loader to retarget users who hadn’t converted. By tracking key events like course purchases and registrations, Yanadoo built detailed customer profiles, allowing Criteo’s AI to optimise bidding and ad delivery. This approach improved targeting across the open web, enabled the collection of valuable first-party data, and delivered measurable outcomes as consumers progressed through their purchase journey—an essential focus for advertisers.

In addition to Yanadoo, Swiggy, an India-based on-demand convenience platform, partnered with Criteo to enhance its offsite retail media campaigns, helping brands reach high-intent audiences across the open internet and OTT platforms.

Singh highlighted the success of this collaboration with brands like Kellogg’s, which drove conversions and attracted new-to-brand shoppers. Through Criteo’s tracking tools, Kellogg’s achieved a ROAS of 1.9 (above the industry average of 1.55), a 25% new-to-brand rate, and reached over 50% of its target audience.

Speaking on the data, Singh explained, “Commerce media empowers advertisers to use first-party data for targeted audience engagement throughout the purchase journey. By combining precise targeting with closed-loop measurement, brands can drive conversions, acquire new customers, and maximise ROI across channels, transforming data-driven advertising.”

AI: Driving precision and automation in commerce media

For Singh, artificial intelligence is the backbone of modern commerce media, streamlining operations while enhancing personalisation and performance. From automating ad delivery to generating predictive insights, AI transforms how advertisers connect with their audiences.

“AI-powered tools save advertisers time by automating tasks like audience targeting, ad personalisation, and performance tracking,” Singh noted. “This precision fosters higher engagement and measurable outcomes, such as increased revenue per user and return on ad spend.”

He also mentioned how Criteo’s advanced AI solutions, like ‘Commerce Audiences,’ enhance ad delivery through behavioural clustering and predictive modelling, while also leveraging engagement scores to prioritise users most likely to take action.

Singh explained that AI tools in Criteo’s Commerce Audiences, such as ‘Embeddings,’ detect behavioural links between users, products, and websites to cluster audiences effectively. Engagement scores prioritise users likely to act, while predictive modelling targets the most promising audiences, reducing reliance on real-time data.

“AI engines use commerce data to craft highly relevant campaigns, connecting advertisers with retailers for efficient scaling. As technology matures, it will continue to drive innovation in commerce media, empowering advertisers to deliver exceptional customer experiences and drive growth,” he highlighted.

Addressing industry fragmentation

Despite commerce media’s potential, Singh highlighted challenges like fragmentation and lack of standardisation, which can limit campaign scalability and ROI. According to him, a unified approach is key to unlocking commerce media’s full potential.

“Industry fragmentation can lead to inconsistent campaign performance and a loss of up to 20% in revenue for retail media networks,” Singh warned, citing Forrester’s report.

Criteo addresses fragmentation with a unified commerce media platform that caters to both marketers and media owners. For marketers, it offers Commerce Max and Commerce Growth, while media owners benefit from Commerce Grid and Commerce Yield, supporting everyone from enterprise brands to smaller retailers.

Singh also highlighted Criteo’s launch of SKU-based planning in Commerce Max, enabling brands to buy sponsored product ads across multiple retail networks with a single workflow. This simplifies campaign management, allowing for efficient targeting of in-market shoppers at scale. With AI-driven recommendations and closed-loop measurement, Criteo optimises campaigns, helping marketers focus on driving sales.

“This cohesive approach minimises fragmentation, streamlines media buying processes, and mitigates addressability challenges, empowering clients to achieve stronger results across the advertising ecosystem,” he stated.

Navigating privacy regulations

With evolving privacy regulations, the reliance on first-party data has become critical for advertisers. Singh emphasised that as third-party cookies phase out, businesses are focusing on first-party data for more targeted, privacy-compliant advertising. Regulations like GDPR and Apple’s App Tracking Transparency drive this shift, ensuring companies can deliver relevant marketing while respecting user privacy.

“By embracing privacy-first strategies and advanced technologies, businesses are better equipped to comply with regulations and build consumer trust, while also adapting to an industry where data privacy is now a foundational principle,” he commented.

Singh further explained that as the industry shifts to a privacy-first environment, Criteo is well-positioned to provide solutions that support partners in this new landscape. The company focuses on three core pillars: first-party data, Google’s Privacy Sandbox, and closed environments.

Criteo has developed a unique shopper graph across both the demand and supply sides, enabling privacy-safe activation through hashed emails, and ensuring 1:1 addressability while protecting user privacy. Partnering with Google, Criteo leverages the Privacy Sandbox to maintain key addressability functions without third-party cookies, reaching 63% of global browser traffic. Additionally, Criteo’s Commerce Media Platform helps brands engage high-intent shoppers across 225 global retailers and millions of logged-in users on platforms like Meta, ensuring precise targeting while maintaining privacy standards.

According to Singh, as privacy regulations reshape advertising, companies are increasingly prioritising first-party data to ensure compliance and effective, privacy-respecting marketing strategies.

“This shift is fostering a more transparent and user-centric digital landscape. Criteo, along with other industry players, is supporting this evolution by offering technologies that help brands adapt to these changes,” he added.

Future trends in commerce media

When asked about the key trends shaping the future of commerce media, Singh pointed to shifting consumer behaviour as a major influence. As consumer habits evolve, marketers must adapt by integrating performance media with commerce media to effectively engage audiences throughout the entire shopping journey, from discovery to purchase.

This shift toward integrated strategies helps brands deliver relevant, seamless experiences at every touchpoint. With Criteo’s AI-driven algorithms, marketers can eliminate guesswork and stay ahead of changes in consumer behaviour, ensuring campaigns remain effective.

Additionally, fragmentation and inconsistent standards continue to hinder the full potential of commerce media. To address this, industry leaders are uniting supply and demand, connecting publishers and retailers with meaningful demand, and enabling advertisers to reach key audiences across the purchase journey. As the industry evolves, standardising measurement has become crucial.

Singh noted how Criteo tackles this challenge with four commerce media solutions that provide full-funnel marketing activation and monetisation for all players in the ecosystem.

“By 2025, addressability solutions will be at the forefront of the industry’s shift to a cookieless future,” he predicts. “Criteo is prepared with tailored strategies to address these concerns, including our three-pronged approach of first-party data, Privacy Sandbox integration, and closed environments.”

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As consumer behaviour continues to evolve, so will commerce media. Advertisers and retailers will increasingly focus on creating meaningful, personalised connections with shoppers across all touchpoints, ensuring that every interaction is relevant and impactful.

Commerce media is not just a tool—it’s a transformative strategy that empowers brands to maximise their impact in an increasingly complex advertising ecosystem. With AI-driven insights and privacy-first solutions paving the way, the future of commerce media will be defined by precision, personalisation, and enhanced performance.

Singapore – Consumers across the Asia-Pacific region are largely enthusiastic about AI and new technologies but remain deeply concerned about the future, a new report by Ipsos revealed.

Although the global debate over the benefits and risks of AI remains divided, the report highlights that people in Asia are optimistic about technological progress. In the Asia Pacific region, 68% of consumers believe AI is positively impacting the world, significantly higher than the global average of 57%.

According to the report, China is the most receptive to new technology, ranking first among the 50 global markets surveyed in terms of believing AI will have a positive impact worldwide.

Despite these positive figures, the report also found that many APAC countries continue to express concerns about AI.

Since 2013, the percentage of Indians who believe technological processes are negatively impacting their lives has risen by 19%, while in Japan, the figure has increased by 18 percentage points.

Concerns about AI, digital privacy, and security are also widespread, with seven in 10 consumers in the Asia Pacific region worried about how companies are collecting their personal information. These concerns are especially high in the Philippines (86%), Thailand, and Singapore (both 81%).

In addition to privacy concerns, the report uncovered intriguing insights. It found that young people in Asia are generally anxious about the future, with more than half (57%) of Gen Z in the Asia Pacific region expressing a preference for growing up in the era of their parents’ childhood—surpassing the global average of 51%.

The Ipsos report suggests that brands capitalise on the nostalgia trend by blending familiar traditions from the past with modern innovations.

Meanwhile, the report also highlights broad consensus on climate change, with 84% of people believing the world faces an environmental disaster unless the region acts swiftly. This concern has grown significantly in Australia, rising by 15% since 2013.

Most consumers in the Asia-Pacific region believe that individuals should not bear the responsibility of making further changes to their daily lives to address climate change.

Three in four (73%) respondents stated they are already doing all they can to protect the environment, with this sentiment especially strong in Indonesia (91%), Thailand (89%), and the Philippines (87%).

In addition, three-quarters of those surveyed (75%) believe companies are not doing enough to address environmental issues. Alarmingly, a majority in India, Taiwan, Indonesia, and Thailand feel it is already too late to take meaningful action on climate change.

Hamish Munro, CEO of Ipsos APEC, commented, “This latest report highlights how our consumers and citizens think and feel in a world of rapid change and complexity, particularly around technological evolution, societal change, and climate change. The insights reveal a region that is open to transformation but wants its businesses to step up, guide the change revolution, and be leaders.”

“When it comes to climate change, consumers believe brands have a critical role to play in minimising harmful environmental effects. There is a real opportunity for brands to be environmental leaders and demonstrate their commitment to climate change efforts,” Munro added.

Singapore – Supermom, a Singapore-based AI consumer data platform designed by and for mothers, has successfully secured S$18m (US$14m) in a series B funding round, attracting investment from four key investors.

The funding round is spearheaded by Granite Asia, one of Asia’s top venture capital firms, and features participation from Hearst Ventures, along with returning investors Qualgro and AC Ventures.

This latest funding round follows Supermom’s Series A raise of S$8m in December 2022, which was also led by Qualgro, reinforcing the belief that Supermom is a standout innovator harnessing AI and data to deliver value for families and consumer brands.

Supermom plans to utilise the funds to enhance its AI capabilities and expand internationally, allowing for improved product offerings and increased innovation to deliver greater value to both brands and consumers. Additionally, team expansion will be prioritised to accelerate development initiatives.

“We are thrilled to partner with Supermom as they build the largest AI driven data platform in SEA connecting brands and consumers. At Granite Asia, we believe in supporting companies that positively impact communities, and Supermom’s vision of empowering parents across SEA to live better and smarter aligns with our values. We look forward to helping accelerate their growth and expand their reach across the region,” shared Jenny Lee, managing partner at Granite Asia.

Katie Hu, managing director of Hearst Ventures, added, “We were impressed by the way in which the Supermom platform has delivered significant business growth for brands while enhancing parenthood experiences for mothers and families. Its expanding footprint in the Southeast Asia region makes it an attractive company to watch out for. We are looking forward to working with the Supermom leadership to unleash their ambitions for the region.”

Commenting on the continuous commitment by Qualgro, Weisheng Neo, partner at Qualgro, shared, “As an AI and data investor, our confidence in Supermom’s team stems from our strong working relationship that has led to accelerated growth and outstanding products. We have been impressed by the speed and dedication for building an advanced data platform.”

“We have seen the Supermom business in Indonesia grow significantly in the last one year, with the launch of Project 1MPACT and onboarding of new agencies and brands. We are excited to be a part of their growth journey in SEA’s largest and fastest-growing market,” added Adrian Li, managing partner at AC Ventures.

Supermom has established a robust ecosystem that connects over 10 million parents across Southeast Asia, supported by more than 6,000 online communities and over 250 consumer brands, including multinational companies such as AIA, Kimberly Clark, Abbott Laboratories, and Unilever, as well as local giants like Mandiri, Indofood, and Wings Group.

The platform has proven its value in offering families valuable insights into lifestyle and consumption choices. Additionally, Supermom creates income-earning opportunities for mothers by rewarding them for their insights and user-generated content, while also fostering connections among like-minded parents.

Commenting on the funding, Luke Lim, CEO of Supermom, said, “We are grateful to our investors—both new and returning—for believing in our vision and extending their support. As a company, we remain committed to building the largest AI-driven data platform in SEA, connecting brands and consumers. Our track record in the last four years of scaling the business by focusing on our core solutions and core clients has helped us to build a solid foundation for growth. We are thrilled to have Granite lead this investment round. With their extensive global experience in transforming tech startups into industry leaders, we are confident in the future growth and impact of our business.”

Supermom was established by Joan Ong, a former managing director of global MICE organiser Terrapinn, along with Luke Lim and Rebecca Koh, chief of staff of Supermom.

Singapore – Majority or 88% of consumers in Southeast Asia rely on AI-driven content and product recommendations for purchasing decisions, with 83% willing to pay more for AI-enhanced shopping experiences, reveals a whitepaper jointly developed by Lazada and Kantar.

The report reveals that nearly two-thirds of respondents (63%) in Southeast Asia perceive AI as widely adopted in online shopping, with more than half identifying AI chatbots (63%), translations (53%), and visual product searches (52%), as key recognised features in ecommerce.

In terms of actual adoption, however, usage of these features remains below 50%—47% for AI chatbots, 40% for visual product searches, and 40% for translations. The report also indicates that only one-third of respondents found these features helpful in meeting their needs.

According to the whitepaper, the gap between perceived and actual effectiveness of AI features highlights an opportunity for ecommerce platforms to leverage AI and data insights, bridging this divide to boost customer satisfaction.

Interestingly, while only a few respondents found AI features in online shopping helpful, the report reveals a strong trust in AI-powered platforms. The majority rely on AI for personalised recommendations (92%) and product summaries (90%), with 88% making purchasing decisions based on AI-generated content and suggestions.

When examining consumer motivations for using AI in online shopping, over half of SEA respondents (52%) cited convenience as a primary reason for adopting AI in their personal lives. Similarly, 51% prioritise product and seller reviews, highlighting an opportunity to enhance review depth, relevance, and authenticity through AI technology.

Furthermore, a substantial majority of shoppers (83%) are willing to pay more for AI-powered shopping experiences. This willingness is linked to the positive benefits shoppers perceive, with nearly half of respondents (49%) indicating that AI enhances discovery, customer service, and overall enjoyment during online shopping.

James Dong, chief executive officer of Lazada Group, elaborated, “The launch of our inaugural whitepaper marks a pivotal moment in understanding how AI is shaping the future of eCommerce. As technology evolves, so do consumer expectations. This whitepaper explores the transformative potential of AI and provides insights into how businesses in Southeast Asia can harness it to create personalised, seamless, and smart shopping experiences.”

“At Lazada, we are committed to staying at the forefront of innovation, ensuring that AI drives both efficiency and enhanced customer engagement across all touchpoints. Going forward, we will continue to invest in AI and cutting-edge technologies to revolutionise the eCommerce ecosystem,” he added.

With 80% of respondents using AI features on eCommerce apps at least once a week, the whitepaper urges eCommerce platforms to seize the opportunity to enhance their AI integration efforts and provide more holistic and exceptional shopping experiences.

“AI has become an integral part of the eCommerce landscape, enabling smarter decision-making and more tailored customer experiences at scale. As we dive deep into how we can enhance AI algorithms to personalise product recommendations, optimise supply chains, and enhance customer service interactions, it is clear that AI will remain a key enabler in pushing the boundaries of what eCommerce can achieve. What excites me most is how we are building robust AI systems to solve complex technical problems in ways that directly improve the shopping experience for our customers,” said Howard Wang, chief technology officer at Lazada Group.

Manila, Philippines – Union Bank of the Philippines has announced the expanded role of Albert Cuadrante as chief marketing, customer experience, and digital channels officer, reflecting the bank’s commitment to strengthening its customer-centric strategies and digital innovation.

In his new role, Cuadrante will lead the charge in ensuring the bank delivers exceptional customer experiences across both physical and digital channels. As the overseer of UnionBank’s digital banking platform, UB Online, Cuadrante is also responsible for optimising the app’s user interface and continuously enhancing the customer journey to make banking easier and more convenient.

In an exclusive interview with MARKETECH APAC, Cuadrante outlines his vision for enhancing customer experience at UnionBank, highlighting its leadership in digital banking through technology, customer insights, and agile innovation.

Blending digital innovation with customer care

Cuadrante began his journey at UnionBank as chief marketing officer before taking on the additional responsibilities of chief customer experience and digital channels officer.

For Cuadrante, his expanded role naturally integrates with the marketing function, as building strong customer relationships is essential to effective marketing. He believes that businesses must engage in continuous interactions and research to gain valuable insights into the customers they aim to attract and retain.

In his words, “Being intimate with the consumer is the core of marketing.”

Cuadrante’s vision is to create an empowered digital banking experience that liberates customers from traditional constraints like paper forms and limited banking hours, all while ensuring exceptional support at physical branches when needed.

A prime example of this vision is UnionBank’s ‘The Ark,’ the country’s first fully digital branch launched in 2017, which set the standard for the bank’s nationwide branch experience by seamlessly integrating digital and physical services.

“We are mindful never to lose sight of the fact that behind every digital transaction and interaction is a person,” Cuadrante shared. “That is the thread that binds the design of our products and services. We now have over 15 million retail customers and are growing, with our app being one of the highest-rated and most downloaded local banking apps. This motivates us to keep on looking for ways to delight our customers.”

Recognising the diverse needs of UnionBank’s clientele, Cuadrante is committed to continuously improving the customer experience by making it as seamless and frictionless as possible.

“We want our customers to open accounts, get credit cards, or have loans approved in the fastest possible time,” he expressed.

Beyond banking, the goal is to provide exclusive deals and offers in areas like shopping, travel, dining, and entertainment, helping customers enjoy the best experiences life has to offer. Cuadrante emphasises the importance of customer feedback, which UnionBank uses to identify areas for improvement and better meet the financial goals and aspirations of its clients.

“We constantly get customer feedback to allow us to determine which areas of our products and services we can do better at. Technology combined with our agile way of working allows us to keep on iterating and quickly make adjustments based on what we are learning to help ensure delivering our desired customer experience,” he said.

Embracing AI to drive efficiency and fuel growth

As the banking industry evolves with advancements in technology, Cuadrante emphasises the importance of agility.

“The UnionBank Team thrives in a fast-changing environment, as this is the nature of a digital world. We have built our processes around the agile way of working to enable us to introduce and/or improve products, services, and features,” he shared.

Under Cuadrante’s leadership, a culture of continuous learning and innovation is also actively fostered within the marketing and CX teams. This approach ensures they stay attuned to emerging trends and shifts in consumer behaviour and sentiment, which in turn informs the ongoing refinement of UnionBank’s products, services, and customer experiences.

UnionBank’s early adoption of AI technology is another key part of Cuadrante’s strategy for future growth. He highlighted the bank’s commitment to leveraging AI to design and deliver more personalised products, services, and offers that align with the diverse needs, behaviours, and aspirations of its customer segments.

“I believe that AI will allow us to become more efficient and targeted in the way we communicate, as well as allow us to respond more quickly to queries and requests for assistance,” he added.

Looking ahead, Cuadrante envisions a future where AI continues to shape the banking industry, enhancing the customer experience and driving further growth for UnionBank.

“We have already made a lot of progress with the models and tools that we have developed since, and we are actively working with our strategic partners in testing and experimenting on new solutions that can help make us more efficient and take our growth to the next level,” Cuadrante concluded.