Posted on

BRI Ventures CEO to share insights on chasing Indonesia’s next Unicorn

Echelon X

Visit Echelon X to learn more about the program. Get your tickets here!

Indonesia’s tech startup ecosystem has been experiencing rapid growth in recent years, propelled by a combination of factors including a large and digitally savvy population, increasing internet penetration, and supportive government policies.

Jakarta, the capital city, has emerged as a vibrant hub for tech innovation, attracting entrepreneurs, investors, and talent from both within the country and across the region. The startup scene in Indonesia spans various sectors including e-commerce, fintech, healthtech, agritech, and logistics, with notable success stories such as Gojek, Tokopedia, Bukalapak, and Traveloka, all of which have achieved unicorn status.

Investment in Indonesian tech startups has also been on the rise, with venture capital firms, corporate investors, and international players actively seeking opportunities in the market. The country has witnessed significant funding rounds, indicating growing confidence from investors in the potential of Indonesian startups to scale and succeed both domestically and internationally.

Additionally, government initiatives to support entrepreneurship and innovation and regulatory reforms aimed at fostering a conducive environment for startups further contribute to the flourishing tech ecosystem in Indonesia.

Challenges in Indonesia’s burgeoning investment ecosystem

Investors in Indonesia are eagerly scouring the landscape for lucrative business opportunities, drawn by the immense potential of the country’s tech startup ecosystem. With a flourishing entrepreneurial culture, Indonesia offers a fertile ground for investment across various sectors which is largely bolstered by the success stories of the country’s impressive roster of unicorns, underscoring the viability of the market and fueling investor enthusiasm.

Also read: Navigating the AI frontier: Strategies for scaling for SEA startups

However, investors in Indonesia’s tech startup ecosystem also face several challenges amidst the promising landscape. Navigating regulatory complexities and compliance requirements can be particularly daunting, especially for foreign investors seeking to enter the market. Additionally, while there are numerous investment opportunities, identifying high-potential startups amidst intense competition requires thorough due diligence and market expertise. Infrastructure limitations, such as internet connectivity and logistics infrastructure, can also impact the scalability and profitability of investments, especially in reaching underserved areas. Moreover, fluctuations in macroeconomic conditions and currency volatility may introduce additional risks for investors.

Despite these challenges, strategic partnerships, continuous engagement with local stakeholders, and a deep understanding of the market dynamics can help investors navigate the complexities and capitalise on the growth potential of Indonesia’s tech startup ecosystem. As such, stakeholders in Indonesia’s investment space need to explore opportunities for learning and knowledge-sharing in order to effectively strategise on their quest to find the next unicorn.

Knowledge-sharing as a key component of Echelon X

Knowledge-sharing plays a pivotal role in fostering innovation and driving growth within the tech startup ecosystem. By sharing insights, experiences, and best practices, entrepreneurs, investors, and industry experts can collectively learn from both successes and failures, ultimately inspiring innovation and entrepreneurship throughout the business landscape.

Knowledge-sharing also facilitates networking and collaboration, enabling individuals and organisations to forge valuable connections, explore new opportunities, and overcome common challenges. Moreover, in a rapidly evolving landscape, staying informed about the latest trends, technologies, and market dynamics is essential for staying competitive and seizing emerging opportunities.

Also read: Echelon X: A platform where partnerships are forged

Happening on May 15 to 16 at the Singapore EXPO, Echelon X is deeply committed to fostering knowledge-sharing within the tech startup community. As one of the premier tech events in the region, Echelon X provides a platform for entrepreneurs, investors, and innovators to come together, exchange ideas, and learn from one another.

Through a diverse range of keynote speeches, panel discussions, workshops, and networking sessions, Echelon facilitates meaningful interactions and knowledge transfer, empowering participants to gain valuable insights and build meaningful connections. By promoting collaboration and knowledge-sharing, Echelon X contributes to the growth and development of the tech startup ecosystem in Asia, driving innovation and entrepreneurship forward.

With this mission in mind, Echelon X will be featuring a fireside chat dedicated to tackling the ins and outs of the investment landscape in Indonesia’s vibrant tech startup ecosystem.

Chasing Unicorns: The Next Play in Indonesia’s Tech Investment and Ecosystem

At this Echelon X fireside chat, key experts and industry leaders will be discussing the fundamentals of investing in Indonesia, as well as trends and insights relevant to today’s increasingly competitive landscape. Aptly titled, Chasing Unicorns: The Next Play in Indonesia’s Tech Investment and Ecosystem, the fireside chat will be featuring Nicko Widjaja, CEO of BRI Ventures.

BRI Ventures (BVI) is a corporate venture capital initiative backed by Bank Rakyat Indonesia, with headquarters in Jakarta, Indonesia. The firm is established as an independent entity with its funding processes. They aim to be the leading regional venture capital in financial technology and are set to achieve their goal of accelerating Indonesia’s financial inclusion and digital economy society by empowering the startup ecosystem.

Also read: Exploring emerging tech at the Future Stage in Echelon X

As CEO of BRI Ventures, Nicko Widjaja leads the charge when it comes to chasing Indonesia’s next unicorn. An early tech investment pioneer, he has a career spanning over 10 years in venture capital, corporate transformation, and startup ecosystem.

He was formerly the CEO of MDI Ventures, a Telkom Indonesia-backed venture capital, with investments in over 10 countries. Under his leadership, MDI Ventures become one of the most profitable venture capital firms in the region with three unicorns, two international IPOs (ASX and TSE) and seven trade exits in just five years since inception. Since the founding of BRI Ventures in 2019, he has held two unicorns and one IPO at the IDX.

Throughout his career, Nicko Widjaja has invested in more than 100 startups globally.

Moderating the session is Anisa Menur Maulani, Editor at e27. Anisa is a media and communications professional with a decade of experience in Indonesia and Singapore. Starting as an intern at the United Nations Information Centre (UNIC) Jakarta, she had previous experiences in public relations and advertising before joining e27 as a junior correspondent in 2015. Anisa was also selected as a fellow in the first batch of the Google Newsroom Initiative Leadership Program.

Join us at Echelon X!

Gear up for the premier tech and innovation conference as Echelon X kicks off on May 15th and 16th, 2024, at the Singapore EXPO. This dynamic event will bring together industry leaders, visionary entrepreneurs, and groundbreaking startups from all corners of the region for two packed days.

Whether you’re eager to expand your knowledge, network with key players from the tech startup scene, or showcase your innovative ideas, Echelon X offers an unparalleled experience. Join us as a participant or an official partner by securing your spot now on our official page. Together, let’s embark on a journey to shape the future and create a lasting impact.

Join us at Echelon 2024, where innovation knows no limits, and the possibilities are endless!

The post BRI Ventures CEO to share insights on chasing Indonesia’s next Unicorn appeared first on e27.

Posted on

Studio 30 50 unveils maritime-tech startups joining its latest cohort

(L-R) Studio 30 50 team Michal Falk Menashe, Richard Holdsworth, and Shanker Pillai

Studio 30 50, a Singapore-based venture studio focussing on maritime startups, has announced the latest cohort.

The cohort comprises two pre-revenue startups and eight pre-idea founders exploring solutions across crew training, safety, and engagement; predictive vessel maintenance; marine insurance; and circular economy in maritime operations.

Also Read: Our voyage of innovation: Reshaping global maritime logistics

Studio 30 50 runs a unique programme. Unlike conventional incubators or accelerators, it runs intakes of cohorts for sprints that include both pre-idea founders and early-stage startups.

In each sprint cycle, entrepreneurs from previous cohorts are invited to return alongside a new intake. Startups benefit from hands-on mentorship, intimate development support, and action-focused connections with corporate partners and investors. There are no programme fees and only reduced equity commitments each time they return to the venture studio.

Studio 30 50’s previous cohort sprint attracted 11 pre-idea founders and four pre-revenue startups.

Studio 30 50’s latest cohort has led to the commercial scaling of a previous cohort-founded startup and the establishment of two new ventures.

Startup outcomes from Studio 30 50’s cohort sprints include:

  • Orbital Wave: It simplifies the Bill of Lading process for seamless compliance. The team leaves with initial commercial proof of concept projects and more in the pipeline.
  • Vanguard: It provides insurtech to commercial shipping and marine underwriters. The team leaves with clarity on its extended product roadmap, fresh opportunities with strategic investors and potential customers across vessel and crew safety.
  • Nautisense: After joining the first cohort as founders, the startup returned to develop its first-of-its-kind AI tool to work at sea, benefitting from data and inputs from industry-leading partners.

“Despite the industry’s huge scale, there is still an enormous opportunity for innovators to disrupt, digitalise and redefine the maritime industry. We are bringing the barriers to innovation down by working directly with the industry-leading organisations that startups are building for. This opportunity for founders to benefit from real-world industry data, assets, and insight helps them finesse their products for commercial viability, while corporates can leverage their decades of experience to inform the solutions being developed by this emerging generation of talent,” said Shanker Pillai, Head of Studio 30 50.

Also Read: Why Singapore’s traditional sectors need a digital makeover

Founders from previous cohorts have also since realised their maritime-tech solutions, including Ayşe Başak, who launched Shipsider and was selected for the UN Women’s Entrepreneurship Program.

The industry leaders who provided support and attended the cohort’s Demo Day include DNV, MOL, MC Shipping, Lloyd Register, Latitude Brokers, Rightship, Microsoft, TecPier, Maritime Port Authority of Singapore Motion Ventures, Swire, South32 and Narwhale Ventures.

Applications for Studio 30 50’s next cohort sprint, taking place in May 2024, are now open.

X marks Echelon. Join us at Singapore EXPO on May 15-16 for the 10th edition of Asia’s leading tech and startup conference. Enjoy 2 days of building connections with potential investors, partners, and customers, exploring innovation, and sharing insights with 8,000+ key decision-makers of Asia’s tech ecosystem. Get your tickets here.

Want more from your Echelon experience? Be an Echelon X sponsor or exhibitor. Send enquiry here.

The post Studio 30 50 unveils maritime-tech startups joining its latest cohort appeared first on e27.

Posted on

Inside MixCare Health’s expansion plan: Seizing a US$1B opportunity in Asia

MixCare Health CEO & Co-Founder Alex Wong (left) at an event

Founded in 2020, Hong Kong-based digital health and wellness platform MixCare Health has made significant milestones that include serving more than 100,000 end-users via 25 clients, including major Hong Kong employers such as PwC, HKBN and Manpower, and insurers including China Life, AXA, Chubb Life, OneDegree and Blue.

“In the past 12 months, we’ve had significant success in growing the potential end user base by signing agreements with major employers and insurance companies who want to offer our individual health and wellness services to their policyholders. We are always humbled by how these major names will place their trust in a young company such as ourselves to support them with a solution,” explains Alex Wong, CEO and Co-Founder at MixCare Health, in an email interview with e27.

Aimed at corporates and insurers, the MixCare Health platform connects employees and policyholders with the services they need to live a better, healthier life. This year, the company plans to expand into Southeast Asia (SEA).

“We have had strong interest from insurers who want to do more in preventive care and increase engagement with policyholders and potential customers. Then, in turn, interest from policyholders who want to live healthier lives rather than get sick, as it means they need to make a claim. Our platform is a great solution for both,” Wong says.

“The insurers themselves may not want to build and maintain such a vast network of services. It is expensive, not just on the technology front, but also you need a cross-regional team to manage the platform. We solve all of that for them by providing a scalable solution that is easy to integrate into their existing tech stack and meets their internal requirements. For example, we could deliver access to HKBN in less than one month and launch phase one with a regional insurer in two months.”

Also Read: AI-powered insurtech startup Sunday acquires KSK Insurance Indonesia

“Furthermore, through our platform, we also have access to many anonymous end-user data points that our analytics can turn into meaningful insights that help insurers and employers build engagement plans with their stakeholders.”

In its expansion to SEA, MixCare Health wants to focus on Thailand and Singapore, followed by Malaysia and the Philippines. Companies have approached the company to replicate its partnership model in Hong Kong; it has also hired a country manager in Thailand.

“We believe there is a total serviceable, obtainable market of US$1 billion for MixCare to aim for across the broader Asian region – that includes Hong Kong, South Korea and also our target markets in SEA,” Wong explains. “Our solution is proven and scalable, and we have already shown that we can partner effectively, so we are excited to pursue our growth strategy.”

The MixCare Health platform

When asked about insights they can share about the SEA market, Wong says that while the COVID-19 pandemic is considered over in many regions, it has increased awareness of health and wellbeing. It also highlights the urgency of digital transformation.

“In each of these markets, you have tech-savvy populations using their devices to look for new solutions to help them live healthier lives. They also want choice, so one person may need short-term mental health support to help them through a particular struggle, while another may benefit from acupuncture treatment for muscle pain,” Wong says.

“Health and life insurers are looking to build ecosystems to meet that need, and employers are also looking to leverage these services to help them retain their talent. That’s creating a great opportunity for MixCare Health and our platform.”

Also Read: Why the digital ecosystem is key to transforming the insurance industry

Beyond the expansion

Apart from its expansion plan to SEA, MixCare Health also aims to continue growing in its home market in Hong Kong. Apart from adding more business partners, it also wants to raise funding to support its growth.

“Regarding our technology, we are adopting generative AI technology to streamline internal operations and customer service. We are also utilising the wellness and medical data we collect to provide more data-driven health recommendations and insights to end-users, insurers and employers,” Wong says.

“We’ve achieved a lot in our first three years, and we expect that appetite for our services will continue to grow.”

Image Credit: MixCare Health

The post Inside MixCare Health’s expansion plan: Seizing a US$1B opportunity in Asia appeared first on e27.

Posted on

Invest in women, accelerate progress: Why gender equality matters now more than ever

In a world grappling with multiple crises, achieving gender equality has never been more essential.

The tech industry thrives on innovation, yet a stubborn bias persists: women continue to face systemic prejudice and discrimination that hinder their advancement.  This disparity, despite progress towards inclusivity, creates a frustrating loop that reinforces stereotypes. 

Breaking these stigmas is imperative for creating a more inclusive and diverse workforce where women are empowered to thrive and contribute to innovation on equal footing with their male counterparts.

This International Women’s Day is a poignant reminder of the ongoing struggle for women’s rights and dignity, which is not just a matter of social justice but also a cornerstone for fostering a more inclusive, prosperous and equitable future for all.

“Gender bias in the tech industry has been pervasive. While progress has been made, there is still more to be done. This mission begins with early education, where educational institutions should nurture and encourage women to enter the STEM (Science, Technology, Engineering, and Math) field and provide mentorship, which helps to increase tech talent. Workplaces also play a vital role by offering flexible work policies that foster a supportive culture while ensuring fair salaries and opportunities. Government efforts such as Women In Tech provide a platform for women to seek support and resources in their careers. Ultimately, achieving gender inclusivity is a shared responsibility that falls on every stakeholder in society,” says Penny Chai, Vice President of Business Development APAC at Sumsub.

Navigating gender inequality: Challenges and catalysts for change

The world faces a multitude of complex challenges, from pandemics and global conflicts to the ever-present threat of climate change. In the midst of these uncertainties, achieving gender equality emerges not just as a moral imperative but as a cornerstone for building a more prosperous, just, and sustainable future. 

Yet, despite significant strides made in recent years, the path towards true equality remains riddled with obstacles. Women continue to face systemic barriers and underrepresentation across various facets of life.

According to a JP Morgan Private Banking study, only 5.7 per cent of the total high-growth private businesses were founded or led by women across APAC. Lennise Ng, CEO and Co-Founder of Borong, points out that even today, there are investors in the market who maintain biases against female founders, contributing to the underrepresentation of women in the investment space. This imbalance directly affects the fundraising efforts of women-led businesses, which is crucial for sustaining high-growth enterprises requiring substantial capital.

This stark reality is reflected in the staggering US$360 billion annual deficit in global spending on gender equality measures. The ramifications of this gap are undeniable, with an estimated 75 million people falling into poverty since 2020. This economic burden is projected to disproportionately affect women, with projections suggesting that over 342 million women and girls will be living below the poverty line by 2030.

Also Read: The climate change and gender equality connection: How to support underfunded women-owned business

Jiwon Park, the Founder of SAIB, a sexual wellness startup in Korea, highlighted the entrenched gender bias in her country. She said, “In the specific context of Korea, where societal conservatism and patriarchal values persist, the challenges of gender bias are compounded by double standards. Despite a growing openness among the younger generation about matters of sexuality, there remains a significant conservative undertone, particularly when it comes to female sexuality. The societal expectation for Korean women to present themselves as sexually reserved, feigning inexperience and naivety, contributes to perpetuating harmful stereotypes.

Public discussions about women’s sex lives are met with severe consequences, including slut-shaming and, in extreme cases, misogynistic hate crimes. These deeply ingrained biases and societal expectations not only hinder open conversations about sexual wellness but also contribute to an environment where women are discouraged from embracing and expressing their sexual agency.”

In the male-dominated sexual wellness industry, Park faced constant underestimation, often being dismissed when trying to make safer and female-friendlier condoms. This pervasive gender bias became the catalyst for change, driving her to found SAIB. This intimate cosmetics brand, its name a clever reversal of the word ‘bias’, includes Korea’s first-ever line of condoms explicitly marketed toward women. Through SAIB, Park empowers women to discuss and explore their sexual health openly, challenging societal norms and dismantling long-standing restrictions on conversations surrounding female sexual well-being.

Unfortunately, the situation in Southeast Asia has also not improved significantly. “Up till today, there are still investors in the market that maintain biases against female founders, like when they hold certain stereotypes about women’s interests, capabilities, and career trajectories. Across SEA, there’s this thing called the ‘bro culture’. This ‘bro culture’ is typically practised during various business meetings and networking sessions that happen after working hours – and it takes extra effort for women to break through that,” Ng added. 

Funding disparity: Obstacles and champions

The venture capital landscape paints a disheartening picture of gender disparity. Despite their immense potential and contributions, female entrepreneurs receive a meagre two per cent of all VC funding. This persistent gender gap in investment remains a major hurdle, hindering female-led businesses from accessing the resources needed for growth and innovation.

Pocket Sun, Co-Founder and Managing Partner at SoGal Ventures sheds light on this discrepancy: “As a student studying entrepreneurship at USC, I noticed an inequity in the speakers who were coming to speak. Few to none were women and diverse, and I wanted to create a community to combat this. I created the SoGal community in LA, which is now one of the largest global networks for women entrepreneurs and investors, with over 256,000 members across 50 chapters on six continents. When we were raising our first fund, we were told by many LPs that investing in women wasn’t a thesis. Three unicorns and a top-decile fund later, I’m proud to say we have proved them wrong.”

Women entrepreneurs often lack the same capital confidence as their male counterparts. Funds are predominantly directed towards businesses led by men, creating a cycle where women struggle to access sufficient capital. This results in prolonged fundraising periods of Six to 36 months, diverting attention from scaling their businesses and hindering decision-making. 

Jennifer Cheng Lo, Founder and Director of NewChic Capital, initially opted to bootstrap her early entrepreneurial endeavours, a risky but empowering decision that ultimately led to successful exits and IPOs, solidifying her roles as both an entrepreneur and an investor.

“Specific instances of gender bias I’ve experienced early in my career was feeling like I was being held to higher expectations and performance standards to fulfil the same managerial role as a male counterpart.  This led to me realising metaphorically that the only way to have a seat at the table was to create my own table, not try to sit at other tables, and invite my own friends to sit at my table. 

As I’ve always been entrepreneurial, I was motivated to start my own ventures, and I also took the initiative of starting my own Family Office (after an exit, which is also entrepreneurial), and even now collaborate with some of the best female entrepreneurs and female-led funds as an LP, co-investor, partner, and more because I wanted to minimise the chances I would continue to experience gender bias,” she shared. 

Pocket Sun and Jennifer Cheng Lo are more than just investors; they’re advocates for women entrepreneurs. Pocket, known as the “gold medal coach for women founders,” takes pride in her role as a cheerleader, advocate, and connector for her fellow entrepreneurs. Jennifer, on the other hand, sees herself as a disruptor, challenging systemic biases and levelling the playing field for diverse entrepreneurs. She invests not only capital but also her time and expertise, supporting, advising, and collaborating with female entrepreneurs and funders. By investing in diverse entrepreneurs and fund managers, Pocket and Jennifer are not only supporting individual founders but also driving innovation and economic growth.

Advancing towards equity

Despite ongoing challenges, women are making significant strides in dismantling the status quo. Positive developments are increasingly visible, with women actively driving change across various sectors.

Also Read: From behind a women’s lens: Establishing a footing in the male-dominated VC industry

“While the road is not without obstacles, I remain optimistic about the landscape and the increasing recognition of the valuable contributions of women entrepreneurs in the tech sector. In our portfolio, three out of 10 companies have at least one female founder, reflecting positive progress. While acknowledging persistent challenges, we approach them as opportunities for positive change. We always strive to embrace the strengths that women bring to entrepreneurship, such as their collaborative nature, sensitivity, and prudence,” said Erika Dianasari Go, Partner, Value Creation at Alpha JWC Ventures.

In a positive step towards gender parity, governments are allocating a portion of investments in certain VC funds specifically to support female founders. We’re also seeing a growing number of women entering the ranks of venture capital firms and securing leadership positions, contributing to a more diverse and inclusive decision-making landscape.

“As the Head of Growth Marketing at Choco Up, I was excited to join a company that solves a problem many female founders face: lack of access to capital. Choco Up is providing an innovative financing solution called revenue-based financing (RBF) that is filling an important gap in Singapore’s funding landscape. Positioned between traditional funding sources such as venture capital and banks, RBF can be especially useful for businesses that may not be a perfect fit for these more conventional options.” Niki Torres, Head of Growth Marketing, Choco Up.

This ongoing progress towards a more inclusive fundraising landscape for female-led startups brings increased opportunities and support. Investing in female founders creates a ripple effect, empowering not only individuals but also entire ecosystems.

Investing in women: Driving economic and social progress

Investing in women is not simply a matter of doing the right thing; it is an economic and social imperative. Studies consistently demonstrate that companies with diverse leadership teams outperform their less diverse counterparts. By fostering gender equality, we unlock economic growth and a more just and equitable society, paving the way for a future where everyone, regardless of gender, has the opportunity to thrive.

On this International Women’s Day, let us echo the call to invest in women in order to accelerate progress. We can all play a part in challenging the status quo and building a brighter future. This includes supporting women-owned businesses, amplifying their voices, advocating for change through policy and action, and investing in our growth and potential.

By taking these steps together, we can break down the barriers that hold women back and unlock the immense potential that lies in the spirit of inclusiveness. Let us commit to creating a world where the stories of successful women entrepreneurs are not the exception but the norm. As Bell Beh, who co-founded  BuzzAR, a metaverse startup, said it best, “It’s time for the Yin energy to shine together with Yang.”

Fundraising or preparing your startup for fundraising? Build your investor network, search from 400+ SEA investors on e27, and get connected or get insights regarding fundraising. Try e27 Pro for free today.

Image credit: Adobe Firefly

The post Invest in women, accelerate progress: Why gender equality matters now more than ever appeared first on e27.

Posted on

Tech-forward, human-centric: Shaping tomorrow’s customer engagement landscape

Vonage

In a transformative exploration of customer engagement, the event, “The Future of Customer Experience: Journeying into Conversational, Personalized, and AI-Driven Engagements,” organised by Vonage in partnership with e27, gathered industry leaders at the Pullman Jakarta, Thamrin on February 29. This exclusive event provided a unique platform for thought leadership, insightful discussions, and practical demonstrations aimed at shaping the trajectory of customer interactions.

At the forefront of this event was Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson. Renowned for pioneering innovative technologies, Vonage specialises in delivering seamless and personalised communication experiences. With a commitment to driving the evolution of customer engagement, Vonage’s thought leadership and demo during the event provided attendees with a glimpse into the future of customer interactions, showcasing practical solutions that bridge the gap between technology and human-centric experiences.

Vonage’s thought leadership session and demo highlighted the company’s vision for the future of customer experience. Attendees were treated to a demonstration that underscored Vonage’s commitment to practical solutions, illustrating how businesses can intelligently use tools to connect with customers on a deeper level.

Panel discussion highlights

Empathy in customer relations: Where the customer reigns supreme

The panel discussion brought forth the timeless truth that the “Customer is King,” underscoring the need for genuine empathy in customer relations. The consensus was that, despite technological advancements, understanding and resonating with the customer’s needs remain paramount.

Smart tools for assistance: Striking the right balance

Panellists urged businesses to be smart about utilising tools that assist customers. They emphasised the importance of finding the delicate balance between leveraging technology for efficiency and maintaining a human touch in customer interactions.

Also read: Moving to Japan is a big step – but one that is getting smaller

Triggers, timing, and messages: Crafting the perfect customer experience

Finding the right triggers at the right time with the right message emerged as a key theme. The panellists stressed the significance of crafting personalised, timely messages that resonate with customers, creating a more meaningful and impactful customer experience.

AI and data analytics: Beyond bombarding customers

The power of AI and data analytics was highlighted not as a tool for bombarding customers but as a means to gather and analyse customer information intelligently. The panellists discussed leveraging AI to determine customer needs by aggregating available information, providing a more targeted and relevant experience.

AI as an enabler: Moving beyond chatbots

The discussion challenged the notion that AI is solely synonymous with chatbots. Panellists emphasised that AI is a powerful enabler, capable of enhancing the overall customer experience. By understanding the nuances of customer interactions, AI can contribute to creating a more tailored and efficient service.

Omnichannel strategy: Knowing, not just being present

The concept of omnichannel strategy was clarified as not just being present on every channel but truly knowing the customer across all channels. The panellists emphasised the importance of understanding customer behaviour and preferences consistently, ensuring a seamless experience across various touchpoints.

Also read: GB Helios: Empowering SMEs with tailored and innovative financial solutions

SEA’s mobile-first economy: Respect in communication

In the context of Southeast Asia’s (SEA) mobile-first economy, the panellists acknowledged the prevalence of communication on platforms like WhatsApp. A key takeaway was the importance of respecting the client’s personal space and avoiding spam. Communicating meaningful information was emphasised as crucial in this era of constant connectivity.

As the event concluded, it became evident that the future of customer experience hinges on a delicate balance between technology and empathy. Through its thought leadership and active participation in the panel discussion, Vonage showcased its commitment to driving this transformative journey. The event catalysed industry leaders to collectively shape a customer-centric future, acknowledging the evolving landscape while prioritising the human element in every interaction.

– –

This article is produced by the e27 team, sponsored by Vonage

We can share your story at e27, too. Engage the Southeast Asian tech ecosystem by bringing your story to the world. Visit us at e27.co/advertise to get started.

The post Tech-forward, human-centric: Shaping tomorrow’s customer engagement landscape appeared first on e27.