Launched in Asia in 2022, Ingenico’s StartupIN Program has expanded its horizons beyond regional borders, welcoming startups from across the globe. With a dedicated focus on seamlessly integrating promising commerce solutions into Ingenico’s ecosystem, StartupIN serves as a collaborative ally for early-stage startups venturing into physical in-store environments, bridging the gap between the real and digital worlds through Ingenico’s omnichannel payments and commerce solutions. 

Catered to early-to-mid-stage startups, the program acts as a platform for identifying and supporting the growth of new and innovative in-store payments and payments-linked solutions. For startups, participation in the program means a strategic partnership with Ingenico, providing access to its global network, expertise, and exclusive events for mentorship and business development. The partnership accelerates market entry, enhances credibility and visibility, and bolsters their market presence.

Ingenico’s transformative journey to a dynamic point-of-commerce technology provider

Ingenico’s transformation from a hardware-focused point-of-sale organisation to a dynamic point-of-commerce technology provider is marked by innovations such as AXIUM, a smart payment platform, along with a comprehensive suite of Managed Services and value-added commerce solutions to support diverse business environments. The transformations underscore Ingenico’s commitment to innovating the in-store payments space and are further emphasised through the StartupIN program, where startups leverage Ingenico’s global network and industry expertise to fuel growth and innovation.

Also read: How AppsFlyer helps brands navigate a rapidly evolving market

Driven by a mission to push boundaries within the payment ecosystem, StartupIN aims to elevate commerce solutions to meet the evolving needs of tomorrow. The goal is clear: to become the go-to destination for in-store innovation, facilitating collaboration, and driving transformative change in the retail landscape.

Ankit Maheshwari, APAC Startup Engagement Lead, StartupIN Program elaborated, “Ingenico has more than 40 years of experience in the payments industry and we have continuously grown and deepened our capabilities in this space. We believe that partnerships are key to driving innovation in in-store payments. StartupIN is our innovation and collaborative playground where we bring our expertise and global network together with inventions from startups to build forward-looking commerce solutions.”

StartupIN: The in-store commerce specialist

In the Asia Pacific region, around half of retailers anticipate a portion of online spending moving towards brick-and-mortar stores, with 42% expecting foot traffic to return to pre-pandemic levels. This trend presents a significant opportunity for startups to explore omnichannel solutions. At the forefront of this transition is the StartupIN program, which distinguishes itself through its focus on guiding startups in navigating in-store environments. 

Despite being founded just two years ago, StartupIN has clearly defined objectives: to champion innovation, foster collaboration, and serve as the bridge between in-store innovation and global commercial opportunities for startups. To determine if startups are a good fit for the program, StartupIN evaluates them based on four key criteria, known as the 4T’s -Team, Technology, Traction & The Ingenico fit.  

Acknowledging the ever-changing nature of startup environments, where market trends, technological advancements, and business pivots continuously evolve, the program is designed to be highly responsive to these changes. Partnering with startups, the program helps to navigate challenges including corporate environments and hierarchies, bridging gaps, and making the necessary connections. 

“As a relatively new entrant to the market, we embrace an agile mindset, shaping our processes to prioritise quicker delivery and seamless collaboration. With our past collaborations, we’ve streamlined delivery times from three weeks to a maximum of two months, depending on the complexity of the project. We know that startups have their hands full, so we keep things efficient, taking into account their limited resources and business goals. By working with us, startups also take on minimal risk, as no equity is involved.” expressed Ankit. 

Beyond facilitating short-term collaborations, StartupIN is committed to cultivating long-term relationships with emerging startups. The program primarily focuses on APAC and European markets, having successfully engaged startups such as Pi-xcels, Triple A, Crowdshop, Anycover, Kosmo, Savee, and Payex, with ongoing Proof of Concepts in Brazil and Spain, showcasing a diverse array of innovative solutions in the payment landscape across various industries.

Startups are attracted to StartupIN for various reasons. Firstly, the program provides a streamlined process and reduces risks for startups, ensuring efficiency and effectiveness. The straightforward onboarding process facilitates quick integration, and startups receive tailored mentorship. Furthermore, StartupIN’s participation in key industry events like the Singapore Fintech Festival and Paytech, Ingenico’s annual global event for its clients, offers valuable networking opportunities and the chance for startups to co-exhibit, boosting visibility and engagement in the startup ecosystem.

Also read: Taipei City Launches “Global Pass” to support Taipei startups in expanding abroad

“Throughout the year, StartupIN actively participates in various industry events, offering our partners opportunities to shine through exhibitions and speaking engagements. For example, Pi-xcels joined the StartupIN Program in January 2023, and within a record time of four weeks, we jointly developed a Proof of Concept (POC). Subsequently, we enhanced demo capabilities and initiated conversations with customers across Europe, Brazil, and Asia. The level of engagement of startups can vary, taking into account factors such as the startup’s profile, founder, solution type and other criteria to capture the key interest of shareholders. Pi-xcels further excelled when they won the pitch contest at Paytech 2024, sparking interest amongst many of Ingenico’s customers.” shared Ankit.

StartupIN and the road ahead

Looking ahead to 2024, StartupIN plans to continue supporting innovative solutions that positively shape the commerce landscape by enhancing its go-to-market strategy and transitioning POCs into the pilot phase, building on 2023’s successes.

To refine its approach, StartupIN collaborates closely with innovation teams in the banking sector to identify suitable startups for potential 3-way POC co-creation and tailoring solutions precisely to meet partners’ and market needs. Additionally, it strengthens relationships within the fintech ecosystem through partnerships with ecosystem players and venture capitalists (VCs), aligning with its commitment to fostering innovation in the financial technology space.

Also read: Nagoya University: Asia’s extensive network of innovation, research, and education

“At its core, StartupIN’s mission is about empowering people and pushing the boundaries within the payment ecosystem. We embrace an open-minded approach and part of StartupIN’s journey involves discovering new startups along the way while continuing to support innovative solutions that positively shape the commerce landscape. Over the past 12 to 18 months, the program has evolved significantly to ensure its relevance and effectiveness in supporting startups’ evolving needs. Navigating in-store payment and commerce solutions can often be daunting for startups, especially without a clear playbook like their virtual counterparts. However, as the online and offline worlds converge and consumers demand seamless omnichannel experiences, the StartupIN program is here to lead the way.” Ankit added.

For startups curious to learn more about StartupIN and the program, find more information at: https://ingenico.com/en/partners/startupin.

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

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.

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We live in a world where the lines between the physical and digital realms are blending. The Altair Technology Conference in July 2023 gathered engineers, product designers, and tech experts to explore the ‘Phygital’ world. This term combines ‘digital’ and ‘physical’, signifying how these two aspects now intertwine in our daily lives.

Technologies like augmented reality (AR), virtual reality (VR), physics simulations, AI/ML, the Internet of Things (IoT), and smart devices are reshaping industries and changing how we live, work, and shop. In this changing landscape, customer expectations are evolving quickly.

As product designers, we’re adapting by focusing on human-centred designs that prioritise sustainability, user-friendliness, safety, and faster development. Traditional product development silos are disappearing as innovative tools and technologies are paving the way for collaboration and simultaneous engineering, thus shortening the development cycles while raising quality and decreasing costs.

Human-centered design

One exciting technology is “Human-in-Loop,” which lets humans and machines interact in real-time to optimise designs by understanding forces, strains, and key parameters. This isn’t just for big corporations; even smaller suppliers can use these virtual systems to develop their parts efficiently, as seen with companies like Fluidon and T-Systems.

Also Read: Southeast Asian Web3 startups shine in 2023: Meet the trailblazers

As we navigate this blend of the virtual and physical, we’re entering an era where innovative and efficient products are developed faster. Real-time simulation is overcoming verification challenges, marking a game-changing era.

Augmenting reality with virtual sensors

Looking ahead, engineering software companies with data and AI capabilities can create Large Design Models (LDMs), smart tools that virtually assemble products based on instructions, even with limited data.

The Phygital world isn’t just changing industries; it’s revolutionising healthcare. People with chronic conditions, such as diabetes, can benefit from IoT-connected devices. For instance, a glucose monitor can transmit real-time blood sugar data to a smartphone app.

Based on a range of personal parameters, including factors like RBC count and demographics, the smartphone will provide recommendations for dietary intake and actions to take while simultaneously activating the corresponding colour code on the glucose monitoring device’s screen. This allows patients to receive immediate feedback, helping them manage their condition more effectively and improve their overall quality of life.

Digital and physical application

The Venn diagram provides an example of how the fusion of the digital and physical in the ‘Phygital’ world brings powerful outcomes, enhancing healthcare in real-time.

Financial organisations leverage the digital twins, which are the foundation of phygital technology, to enhance client experiences and even thwart fraud. A combination of near real-time simulations, data, and real-time activity monitors make a formidable combination in preventing fraud from taking place.

Altair stands with you as we navigate the intersection of physical and digital realms in the thrilling ‘Phygital’ era. Together, we illuminate the path to a future where these worlds converge, fostering innovation, collaboration and growth.

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This article was first published on October 2, 2023.

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It’s estimated that the average professional receives around 65 emails per day in the working week. And that’s excluding all those that fall into the spam folder. For those working on the frontlines of customer service, this email volume expands enormously.

In 2024, manually handling customer emails or relying on traditional ticketing systems seems highly inefficient amidst the rapid tech innovation in global markets, particularly in Southeast Asia. This region has leapfrogged the dot-com boom, normalised mobile wallet usage, and even pioneered vertical farming technology.

So then, why is it that in an age marked by the rapid progression of artificial intelligence (AI), particularly through generative AI and Large Language Model (LLM) technologies, Southeast Asian customer service agents continue to grapple with the relentless influx of customer emails? And what implications do businesses face when their agents are unable to address the mounting queries flooding their inboxes?

Shortcomings of traditional ticketing systems

Global research reveals that 54 per cent of consumers prefer using email for customer service, making it the most popular channel for support inquiries. However, traditional ticketing systems present several limitations that hinder their effectiveness.

Firstly, scalability remains a significant challenge, with high costs associated with infrastructure, personnel, and licenses. These systems often require substantial investment in maintenance and training, contributing to prolonged downtimes and delays in addressing customer inquiries.

Also Read: How to revolutionise the banking and finance industry with Robotic Process Automation

Moreover, the lack of 24/7 availability and manual processing bottlenecks lead to increased workload and slower response times, resulting in frustrated customers and reduced satisfaction levels. Traditional ticketing systems also struggle with personalisation due to manual data handling and limited access to customer information. These systems often rely on outdated processes for content updation, leading to inconsistent responses and prolonged resolution times.

Indeed, almost two-thirds of consumers have experienced being ghosted by company customer service, and 84 per cent of customer service agents cannot answer questions on the first interaction. In a market where customers are being more cautious with their spending, brands need to ensure these customers come back and remain loyal. And very often, these essential customer interactions start in the email inbox.

Impact of unsatisfactory resolutions: Unhappy customers and revenue loss

It is no secret that Southeast Asians have high expectations from the brands they purchase from. And brands that fail to meet these expectations risk losing that customer’s loyalty for good. A recent study revealed that Southeast Asian consumers will significantly cut their spending on a brand after a poor experience.

The same report found that SEA companies risk losing 14 per cent of their revenue due to poor customer experience – around US$165 billion across the region. This is a staggering figure that businesses cannot afford to ignore in an increasingly competitive landscape.

But, business leaders need to be mindful that SEA is not a homogenous region. Instead, SEA is a cultural melting pot of 655 million people spanning hundreds of ethnicities and over 1200 languages spoken. Consumers in each market not only expect communication in their own language but also in a manner and tone that reflects their linguistic and cultural nuances.

How can email automation help in instant and personalised human-like support

Despite being one of the most ubiquitous parts of business operations, email innovation has remained relatively stagnant and under-valued when compared to other facets of digital transformation. But that is rapidly changing with solutions that are enabling instant, personalised,  and scalable customer support like never before.

In the past, email automation technology was mostly limited to sending one-size-fits-all email communications to customers. However, advances in generative AI and LLMs are widening the scope of this automation significantly.

Also Read: Automation: Are you leading or lagging in the race?

Unlike outdated automation tools, which largely generate generic and robotic responses, modern email automation solutions have the capability to understand complex, unstructured emails, deciphering various tones, intents, and entities.

Recognising the value of authentic human connection, these advanced solutions, powered by LLM technology, are adept at providing accurate and empathetic responses in natural human language. They seamlessly extract relevant information from knowledge bases, facilitate escalations, and route queries to agents, if required, ensuring a swift and efficient resolution process.

Moreover, through the integration of customer insights from databases and alignment to content guidelines, these solutions generate contextually relevant responses, effectively addressing customer issues while maintaining consistency with brand messaging.

Gen AI-powered Email Automation solutions also enable quick automatic classification of email queries based on intent, urgency, and customer segment to reduce time spent by human agents in prioritising incoming emails manually. For example, if a service has gone down, AI tools can help segment all emails relating to that particular incident, ensuring efficiency and promptness in their customer service teams. This has a significant impact on improving agent productivity.

Critically for SEA business leaders, advanced email automation tools can be personalised for different linguistic markets. Using the right language for the right SEA market will ensure an instant connection between the brand and the individual customer.

This simple but critical solution can overcome a huge barrier in customer interactions. With this, customer representatives reduce the risk of miscommunication and can focus on problem-solving as opposed to language translation.

No SEA business, whether large or small, is immune to the headaches of a mounting inquiry inbox. However, innovation in email automation means this should no longer be the case.

Thanks to generative AI-powered email automation, businesses have the potential to both speed up and enhance their customer service. Those who are prepared to think big can create a truly scalable email support operation by self-serving incoming email queries in multiple languages, round-the-clock.

From a bottom-line perspective, automating email queries will naturally save businesses costs in hiring and training more agents. Above all, though, it will free vital time and resources to concentrate on the elements that matter the most to customers: incredible products and services and an empathetic, meaningful human engagement when it’s required.

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Editor’s note: e27 aims to foster thought leadership by publishing views from the community. Share your opinion by submitting an article, video, podcast, or infographic

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Singapore is one of the first countries outside of Europe and North America (and the first in Southeast Asia) to benefit from the environmental and operational benefits of electric construction machinery. That’s because, in early June 2023, Volvo Construction Equipment (Volvo CE) introduced its L25 Electric compact wheel loader, ECR25 Electric compact excavator and the EC55 Electric Excavator into the market.

Electric machines are a much-needed step in the right direction for the construction industry – not just in Singapore but worldwide. The construction industry must change how it operates if it is to help the world meet its 1.5°C climate targets set in the Paris Agreement.

Around 40 per cent of annual global CO₂ emissions are a result of the built environment, whether from building operations or the embodied carbon produced in construction.

Over the next 40 years, around 240 billion m² of new floor area is estimated to be added to global real estate (the equivalent of building an entire New York City each month), underlining the need to reduce the carbon footprint in all aspects of construction.

Silence is golden

The near-silent operation of electric machines will be an important benefit in the bustling city-state of Singapore. With the noise of large diesel engines removed from the soundscape, working hours can potentially be extended into unsocial hours without overly disrupting local communities.

Similarly, by removing almost all the emissions from the machines, new applications can open up, such as working indoors. In the enclosed spaces typical of basement groundworks, for instance, there is no longer any need for costly fume-extraction systems.

By simultaneously removing the vibrations that can lead to headaches, fatigue and back pain, the cab also becomes a more pleasant environment for the operator. Owners will benefit further when tendering for work as property developers and industrial facilities increasingly prioritise suppliers with superior sustainability credentials.

Also Read: How the right ecosystem energises greentech startups

There’s no doubt local communities will enjoy the cleaner air and reduced noise pollution that comes from electric machines. As will the construction crews on the job site, working in close proximity to the machines. These work crews will also benefit from clearer communication enabled by silent operation, meaning site safety is enhanced. The option of a white noise can be added to facilitate situational awareness.

Although the volumes of construction equipment sold in Singapore (and the rest of the world) are small in comparison to cars, trucks and motorcycles, it pays to consider how they are used. Unlike most cars and motorbikes, for example, many construction machines are typically used for eight hours (or more) a day.

So, the replacement of one diesel-driven machine with a battery-powered alternative will produce a proportionally larger environmental improvement in a shorter period. For that reason, incentives to stimulate uptake among construction and industrial companies could help drive significant change.

Overcoming challenges

Of course, there are some challenges to overcome as we push towards the wide-scale adoption of heavy-duty electric machines. One is charging in remote areas away from mains power or renewable energy installations.

One option to meet this challenge, at least for short-term use, comes from our sister company, Volvo Penta, which recently developed BESS, a modular, scalable battery energy-storage system. And over the longer-term investment can help deliver better charging infrastructure. For this, the industry (including ourselves) needs to work with governments and others to help deliver solutions.

Then, there is the issue of battery disposal. Those used in Volvo CE’s electric range are designed to last the full life expectancy of each machine, and at the end of their life, the company has pledged to take responsibility for recycling them. We are also working together with waste contractors and others to maximise the recycling rate while exploring second-use possibilities to prolong battery lifetime in other applications.

Also Read: How electric mobility startups are tackling climate change in Asia

For owners, there’s also a question of perception around electric machines, particularly around power and performance. But the good news is that any sense of inferior performance is unfounded. The reality is the new models give nothing up.

For example, the 40 kWh lithium-ion battery of the L25 Electric wheel loader still allows for a maximum travel speed of 20 kph, with even greater off-road traction, while the slightly heavier operating weight enhances safety by enabling a higher static tipping load.

Likewise, the small increase in operating weight resulting from the 20 kWh battery array of the ECR25 Electric is countered by the delivery of more continuous motor power, while its bucket provides a similar digging force to other compact excavators in its class.

Some of the world’s greatest changes have been made without making a sound – and it won’t be any different this time. As part of Volvo CE’s goal of achieving net-zero value chain greenhouse gas emissions by 2040, we already have the widest range of electric equipment on the market – and we are committed to growing this all the way up to heavy equipment. In fact, we aim to have 35 per cent of the machines we sell powered by electromobility by 2030.

For Singapore’s construction industry, change starts here.

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Editor’s note: e27 aims to foster thought leadership by publishing views from the community. Share your opinion by submitting an article, video, podcast, or infographic

Join our e27 Telegram group, FB community, or like the e27 Facebook page

This article was first published on September 6, 2023.

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AIS The StartUp, a programme run by Thai digital infrastructure provider Advanced Info Service Public Company Limited (AIS), has announced a collaboration with the Stock Exchange of Thailand (SET), the National Innovation Agency (NIA), and the Thai Startup Association to educate local entrepreneurs about the importance of integrating ESG (environment, social, governance) principles into business processes.

Also Read: Givvable uses AI to automate supplier sustainability and ESG Monitoring

The ‘ESG to Capital for Tech Entrepreneurs’ initiative aims to strengthen local tech entrepreneurs by enhancing their understanding of applying ESG (Environment, Social, Governance) principles to analyse investment risks and assess company valuations, especially in establishing fundamental ethical dimensions, such as corporate governance, partnership governance, financial governance, or shareholder governance.

According to AIS StartUp Programme Manager Dr Srihathai Prammanee, this initiative gathers knowledge from various perspectives, including state policy perspectives on sustainable development and relevant working directions supporting startups and driving the country’s digital economy.

The ESG to Capital for Tech Entrepreneurs programme includes robust content from partners and speakers from leading national organisations who will share experiences and exchange insights throughout the full three-month duration.

Also Read: AC Ventures: Investors put more focus on ESG, but Indonesian startups seem “well-positioned” for this shift

“We believe that the key to sustainable growth for startup entrepreneurs does not solely rely on capital, but also on skills, knowledge, digital tools, solutions, and even market access and customer base. Therefore, the approach of Partnership for Inclusive Growth has been upheld by AIS The StartUp consistently. This approach can propel entrepreneurs to establish a robust business foundation, especially through strategising ESG, which significantly impacts business operations. It reduces risks, prepares readiness, and opens doors to opportunities for accessing the capital market and scaling up the organisation’s growth in the future,” Prammanee noted.

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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.

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