The climate crisis is one of the most significant issues that we are facing today. It is a threat to humanity and the planet, and impacts all aspects of our lives, including the environment, economy, public health and social well-being.

Everything else that keeps us busy — the ebb and flow of cryptocurrency, the seemingly unending potential of the metaverse, and AI with all its ethical implications — all pales in comparison to the fight we should be mounting against climate change.

The focus now is on averting potential future catastrophes while also handling the current impact that is already being felt by communities around the world.

Asia as a region is lagging behind in the climate change fight. While the reasons behind this lag are nuanced, the primary objective is not: to fight climate change with the best of our region’s ability.

When it comes to climate action, it is important to shoot for the moon, even if we land on the stars.

Growing pains

Asia is both rapidly developing and home to some of the most populous countries, and its energy consumption and industrial activities hold significant global impact.

Five of the ten largest carbon emitters in the world (China, India, Indonesia, Japan, and South Korea) are found in the region, and it accounts for 45 per cent of global greenhouse gas emissions because of its large populations.

Achieving net-zero will be extremely challenging but ultimately rewarding for our planet and future generations to come — and Asia can play a significant role in the global effort for climate change.

Unequal risks across the region

The economic risks will be high. According to McKinsey, countries in the Asia Pacific have about 37 per cent of their GDP in sectors most exposed to the transition to net zero, which is above the world average of about 35 per cent.

Also Read: Southeast Asia startups secure funding for logistics, anime, sustainability and more!

However, Asia is not one monolithic country or economy, and there is a wide variation that depends on the specifics of each country.

In Singapore, GDP exposure lies at 21 per cent, while it is 58 per cent in Vietnam. Similarly, the percentage of jobs in sectors that will be affected spans a wide range, from 22 per cent (Singapore) to 72 per cent (India).

McKinsey estimates that the net-zero transition could be somewhat positive overall, with a global loss of 187 million jobs by 2050 and the creation of 202 million new ones, given the growth of sectors like hydrogen and renewables.

While Asia as a region can and should play a significant role in decarbonisation, it is equally imperative to tackle this charge with nuance and understanding. Global North countries in Asia, such as Singapore, New Zealand, Australia, Japan and South Korea, will face overall lower exposure to the transition—this means less disruption, fewer jobs lost, and less economic disorder — even though both Japan and South Korea are some of the top emitters of greenhouse gases.

Manufacturing-dependent countries such as Bangladesh, Pakistan, and Vietnam are more exposed to shifts in demand for products than, say, Japan, which is predominantly a service economy.

The transition period to achieve net-zero will come at a cost, and the wealth gap between these countries and the rest in Asia might increase. This disruption will also flow from the top to bottom, affecting residents of the region on the individual level.

For instance, the lower-income population would endure the effects of higher electricity prices during the transition, and many will lose jobs in the fossil fuel industries while the creation of new jobs in clean energy sectors is being created.

Also Read: ESG frameworks and standards: Cutting through the complexity for private markets

It is in this awkward in-between phase that we must practise teamwork and compassion with a willingness to understand that the road to net zero is not made equal for all.

A bright future ahead, but only if we aim high

The road to net-zero will be a difficult one for Asia, but one that will ultimately reap rewards. According to the same McKinsey report, the region is well placed for renewable energy and abatement efforts: Indonesia, the Philippines, and Thailand have great potential for reforestation, Japan has ambitions to become a major offshore wind energy producer, while the Sarawak region in Malaysia is set to become a leader in hydrogen.

Over in Indonesia, the potential for geothermal energy is vast, given its location near the Ring of Fire but it will need global partners to truly harness the full potential it may have.

Markets will expand for low-emissions products and industries, like electric vehicles, human-powered vehicles, and new goods and services to support these changes, such as rare-earth materials, forest management, and better public infrastructure for mass transit.

The industry is already getting a boost with China’s oil giants investing in renewable energy, and Vietnam has embraced renewable sources like solar, wind, hydro and biomass. As a region that is rich in natural, human, and technological capital, Asia is well poised for a net-zero future.

But this abundance will be for nought if we do not aim extremely high. Knowing that most countries globally have consistently fallen behind on climate change goals, it is important to do as much as possible, so that we can compensate for the high chance that we do not meet those goals.

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The cryptocurrency industry navigated a turbulent 2025, with hackers successfully draining US$2.78 billion from various platforms throughout the year.

According to the 2025 Cryptocurrency Market Report by Finbold, which utilised data from blockchain security firm SlowMist, while the headline figure remains high, the year was defined by a massive early shock followed by a steady stabilisation of the security landscape.

The Bybit breach: A massive outlier

The most significant event of the year was the Bybit hack, a single incident that accounted for US$1.5 billion in losses. This breach alone represented more than half of all stolen crypto funds for the entire year, dramatically skewing the annual risk profile.

Also Read: Professionalised crypto crime: 2025 becomes third-worst year on record

The incident was traced back to a wallet compromise, highlighting that centralised custody and key management remain critical points of failure. While the industry has made significant strides in smart contract security, the Bybit case proves that centralised infrastructure continues to pose a systemic risk when safeguards fail.

Beyond this significant event, other notable losses were distributed among a small number of high-impact incidents, including attacks on Cetus Protocol, Balancer V2, LIBRA, and Nobitex. These breaches were caused by a variety of factors, including contract vulnerabilities, logic flaws, rug pulls, and security lapses.

From chaos to control: A front-loaded year

A closer analysis of the quarterly data reveals that the threat of cybercrime was not persistent, but rather overwhelmingly front-loaded in the first quarter.

Also Read: Crypto’s crossroads: Tracking the surge in thefts, hacks, and violence

• Q1: Losses reached approximately US$1.78 billion, primarily driven by the Bybit incident, accounting for nearly two-thirds of the annual total.
• Q2: Losses dropped sharply to roughly US$465 million.
• Q3: The downward trend continued, with losses falling to just over US$300 million.
• Q4: The year ended on its most positive note, with total hack-related losses falling below US$230 million—the lowest quarterly figure of the year.

Wallets vs. smart contracts

Despite the ongoing emphasis on smart contract auditing within the Web3 ecosystem, wallet-related breaches proved to be the most financially devastating attack vector in 2025. The dominance of the Bybit breach highlights how failures in custody infrastructure can lead to substantial losses, even as decentralised protocols adopt more robust security frameworks. While contract vulnerabilities and logic flaws remained a threat, their cumulative impact was notably smaller than that of wallet compromises.

The path forward for 2026

The sharp slowdown in the latter half of 2025 suggests a maturing market with improving security discipline. The absence of large-scale breaches in the final quarter points towards more cautious capital deployment and fewer exploitable concentrations of value.

Also Read: On-chain data and Web3 security: Insights from industry experts

Finbold’s analysis suggests that 2025 was less a year of escalating crime and more a period of adjustment. As the industry advances, the trend indicates that early security shocks have given way to tighter controls and a reduced frequency of exploits, marking a period of gradual improvement for the digital asset ecosystem.

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The race to integrate artificial intelligence (AI) into business is well underway in Southeast Asia (SEA). But as the adoption curve steepens, one truth remains clear: consumers across the region are not merely craving automation—they want AI experiences that still feel human.

SleekFlow’s recent whitepaper, AI Transformation in SEA, sheds critical light on how AI is being implemented in the region and why the next frontier isn’t about choosing between humans or machines—but about blending both.

This article explores how SEA businesses are riding the AI wave, why the human element still matters, and what’s at stake for those failing to keep up.

From hype to habit: AI is now business as usual

What was once considered futuristic is now foundational. Across Southeast Asia, AI adoption is far from experimental. In Indonesia, 87 per cent of businesses are already using AI-powered tools.

Singapore follows closely with 77 per cent, while Malaysia sees 67 per cent of its businesses integrating AI into operations. These technologies—ranging from chatbots and CRM automation to predictive analytics and omni-channel engagement platforms—are no longer optional; they’re essential for scalability and smarter operations.

And yet, despite the widespread uptake, ROI remains top-of-mind. In fact, 40 per cent of businesses said a “proven ROI” would most encourage them to invest further—suggesting that while the AI hype has normalised, real-world results are now the true north.

Also Read: How blockchain can help combat ongoing fraud in the Halal food industry in SEA

AI-powered customer experience is the new moat

The battleground for customer loyalty in Southeast Asia has shifted dramatically. According to SleekFlow, 80 per cent of businesses in the region are now deploying AI in customer service—and they’re not merely testing the waters. Satisfaction rates are high, particularly in markets where personalisation plays a significant role.

In Indonesia, 86 per cent of consumers say they’re more likely to make a purchase when offers are personalised. Malaysia follows with 80 per cent, and Singapore with 73 per cent. These figures underscore how much personalised engagement drives conversions.

Moreover, the demand for speed is rising—45 per cent of Southeast Asian consumers expect a response from businesses in under three minutes. In this context, speed, relevance, and convenience are no longer added benefits; they have become baseline expectations.

AI must feel human or consumers will walk

Here’s where the story gets nuanced.

When asked if they preferred AI or human customer agents, 41 per cent of SEA consumers answered: it depends. They recognise AI’s strengths—fast booking (70 per cent), multilingual support (66 per cent), and speedy responses (63 per cent)—but they also value emotional intelligence, personalised care, and complex problem-solving. These remain the domain of human agents.

Notably, 73 per cent of shoppers prefer businesses where AI is managed by humans. The message? Consumers aren’t afraid of AI—they just want assurance that a human is still in the loop.

Also Read: Fertile ground for partnership: How agritech boom in SEA holds a promise for Latin America

Looking ahead, SEA customers expect mobile-first experiences and ethical, sustainable AI use. Companies that ignore these signals may find their brand loyalty eroding—no matter how advanced their tech stack.

Real brands, real AI transformation

AI-powered service is no longer a niche strategy—it’s now essential. And major SEA platforms are setting the bar:

• TikTok Shop: Its Seller Assistant, an AI chatbot, helps sellers manage listings and get 24/7 guidance—cutting down human intervention and boosting platform scalability.
• Shopee: Through Shopee Live and its chatbot “Sophie,” which resolved 18 million support chats in 2023 (with an 80 per cent resolution rate), the company merges social commerce with AI.
• Lazada: Launched LazzieChat, an OpenAI-powered assistant, across Singapore, Indonesia, and the Philippines. It personalises product recommendations and boosts shopper engagement.

Even Google has entered the fray, launching a comprehensive AI shopping mode that includes an upgraded Shopping Graph, virtual try-ons, dynamic product discovery, and checkout assistants—all built with contextual intelligence at its core.

What happens to the laggards?

The divide between AI adopters and traditional businesses is growing fast—and it’s more than a tech gap. It’s a competitiveness gap.

Only 30 per cent of non-AI businesses rate their operations as efficient, compared to 80 per cent of AI-driven companies. The cost of delay is real: higher overhead, poor scalability, slower time-to-market, and reduced customer satisfaction. In a region moving this quickly, falling behind could mean falling off entirely.

Conclusion: AI isn’t replacing people, it’s reinventing experience

The big takeaway? The future isn’t AI versus humans. It’s AI with humans.

SEA consumers are sending a clear message—they’ll embrace AI, but only if it augments human connection, not replaces it. For businesses, the challenge now is to create experiences that blend intelligence with empathy, speed with sincerity.

Those who get this right will not only meet rising expectations—they’ll redefine what it means to lead in the AI era.

The time to act is now.

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Artificial Intelligence has reshaped customer service, especially for organisations trying to reduce operational costs and speed up support delivery. But while automation improves efficiency, a significant percentage of customers still want the option to speak with a real person. This preference becomes even stronger when emotions run high or the issue is complex. Businesses that overlook this reality risk weakening customer loyalty and damaging their brand experience.

A balanced AI-human support model offers a far stronger approach than fully automated systems. It ensures customers receive the speed of technology and the reassurance of human interaction when it matters most. The insights below break down why hybrid support has become essential and how businesses can implement it effectively.

Why hybrid support outperforms pure automation

AI tools are impressive, but they have a clear limit. They excel in situations that rely on rules, predefined workflows, and repetitive tasks. They struggle when customer intent becomes unclear or when emotional intelligence is required.

Many companies have adopted bots as a complete replacement for human support. The goal was understandable: lower costs and higher productivity. However, this shift also introduced new problems. Automated systems often fail to understand context, escalate issues correctly, or adapt to edge-case scenarios. Customers end up stuck in repetitive loops, frustrated, and ready to leave for a competitor.

A hybrid support model solves this by combining automation with human expertise. AI handles predictable inquiries at scale. Human agents step in for conversations that require reasoning, empathy, or negotiation. This blended approach reduces operational strain while protecting customer satisfaction.

Also Read: Creating sustainable futures: The vision of steady-state societies and still cities

Where AI adds the most value

AI becomes a powerful asset when used for tasks that demand accuracy and speed rather than judgment. Here are key areas where automation performs best:

• Repetitive and routine interactions: Questions like order updates, returns, refund timelines, password resets, and account details can easily be resolved by AI systems. These workflows follow clear paths and do not require nuanced interpretation. Automating them saves time for both customers and support agents.
• Continuous availability: Customers today expect immediate responses, regardless of time zone. For companies serving global users, 24/7 support is no longer optional. AI ensures round-the-clock availability without the need for large overnight teams.
• Handling sudden spikes in volume: Seasonal sales, promotions, viral campaigns, and new product launches often create traffic surges that overwhelm human teams. AI can manage thousands of queries simultaneously, preventing long wait times and abandoned interactions.

When used strategically, AI becomes a stabilising force in customer service operations. But relying on it exclusively leaves a major gap that only human agents can fill.

Where human agents are irreplaceable

Technology enhances customer experience, but it cannot replicate genuine human understanding. Human agents remain the backbone of strong customer relationships for three core reasons:

• Emotional intelligence and empathy: Many support situations require more than a correct answer. A customer dealing with a billing mistake, a broken product, or a missed service appointment is often stressed or frustrated. These conversations demand patience, tone control, and emotional awareness—skills no automated system can genuinely deliver. Humans can listen, interpret emotion, and respond with sensitivity. This connection is often the difference between customer retention and customer loss.

• Solving complex or multi-step issues: AI struggles with unexpected variables or issues that require negotiation or problem-solving beyond scripted flows. Human agents interpret context, ask clarifying questions, and analyse multiple possibilities before offering a solution. This adaptability is essential in industries such as finance, healthcare, travel, and technology, where problems regularly extend beyond a simple ruleset.

• Building trust and long-term loyalty: High-value customers stay because they trust the people behind a brand. A meaningful interaction with a knowledgeable and empathetic agent often does more for retention than any promotional offer. This relational value cannot be automated.

Executing a smooth AI-to-human handoff

A hybrid support strategy only works if the transition between AI and human agents is seamless. Poor handoff experiences are one of the biggest causes of customer frustration. A well-designed system includes the following elements:

• Sentiment-based routing: If a customer expresses confusion, irritation, or repeated failed attempts to resolve a problem, the system should instantly transfer the conversation to a human agent. No customer should feel trapped in an endless loop of scripted responses.
• Complete conversation history: When an agent joins the conversation, they must see everything the customer has already shared. Asking the customer to repeat their issue signals inefficiency and damages trust. A clean handoff improves first-contact resolution and shortens handling time.
• Intelligent prioritisation: Not every conversation needs a human, and not every customer issue is urgent. Smart routing categorises inquiries and directs them to the right tier of support. This reduces backlog and increases efficiency.

Also Read: How to use blockchain to fund and create a greener future

Steps to build a high-performing hybrid support model

Creating a balanced system requires more than purchasing AI software. The strategy behind the technology is what makes the difference.

• Analyse the customer journey: Review historical support tickets and identify patterns. Determine which interactions consistently require emotional support or complex reasoning and which can be automated reliably. Mapping these touchpoints helps you build a workflow that aligns with real customer needs.
• Be transparent about AI usage: Customers should always know whether they are interacting with a bot or a human. Hiding automation creates distrust. A simple notification such as “You are chatting with our virtual assistant” establishes clarity and sets expectations.
• Equip and train your support team: Human agents should view AI as a co-worker, not a threat. Give them tools that surface customer insights, past interactions, and relevant knowledge base articles instantly. Better support systems make agents faster and more accurate, improving overall service quality.

Why hybrid support has become the new standard

Automation alone cannot deliver a complete customer experience. Human agents alone cannot handle modern support volume efficiently. The most successful organisations combine both intelligently.

The goal is not to automate everything; it is to create interactions that feel relevant, responsive, and personal. When AI manages routine work, human agents have the bandwidth to focus on conversations that matter most. This leads to stronger relationships, higher satisfaction, and better long-term loyalty.

A hybrid model ensures:

• Faster response times
• More accurate resolutions
• Better emotional support
• Reduced operational costs
• Consistent satisfaction across channels

Companies that adopt this approach gain a competitive advantage because they respect what customers want: speed when possible, human connection when necessary.

Final thoughts

A well-designed AI-human hybrid system allows organisations to deliver personalised support at scale. AI handles predictable tasks with unmatched efficiency. Human agents manage the situations that define customer trust. When both elements work together, customers experience a level of service that feels smooth, reliable, and genuinely helpful.

If your business is looking for stronger support performance, improved customer satisfaction, and a more efficient workflow, adopting a hybrid approach is the most practical and effective strategy.

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Over the past decade, Singapore has emerged as one of the world’s most connected economies. Its investments in fibre networks, data centres, and cloud infrastructure have laid the foundations for a thriving digital ecosystem, one that almost every mature market in the world is chasing.

By the end of 2025, the global digital transformation market is forecast to exceed US$1 trillion (around US$1,009.8 billion), underscoring the accelerating pace of enterprise modernisation.

As businesses across Asia accelerate their transformation journeys, one thing has emerged clearly: infrastructure, which once was a solid backbone of digital progress, has now evolved to also become the springboard for intelligent innovation.

Digital transformation has matured from being a technology race to becoming a strategy for business resilience. By the end of 2025, global spending on digital technologies is expected to reach US$2.8 trillion — a figure that reflects not only the scale of transformation but also the urgency with which enterprises are modernising. In Singapore, this is evident across every sector. From financial services and logistics to manufacturing and the public sector, digitalisation is reshaping how value is created and delivered.

Infrastructure as intelligence

For years, digital infrastructure was seen as a cost centre, a means to enable connectivity. Today, it is increasingly viewed as a competitive advantage. Modern networks do far more than transmit data; they enable agility, automation, and real-time insights. The convergence of cloud computing, artificial intelligence (AI), and edge technologies is creating a new kind of digital backbone — one that learns, adapts, and scales dynamically.

For example, hybrid cloud environments powered by intelligent networks are helping enterprises move workloads seamlessly across geographies. In data-intensive industries such as finance and media, networks that are low latency make it possible to process vast amounts of data in real time, opening new possibilities for automation and analytics.

Also Read: Singapore’s workforce is facing its biggest reset yet and AI is forcing the shift

These are the kinds of capabilities that form the invisible infrastructure behind Singapore’s ambition to be a Smart Nation. And it has become a national priority too, as digital defences are being set up to protect critical infrastructure from any cyber threats.

Beyond connectivity: Building digital ecosystems

True transformation happens when infrastructure, applications, and data are integrated as one ecosystem. In Singapore, this convergence is already taking shape. Enterprises are combining connectivity with cloud-native services to build systems that are both smarter and more responsive. Financial institutions, for instance, are using AI to detect fraud faster, while logistics players are leveraging predictive analytics to manage supply chain volatility.

At the heart of these innovations lies a robust, flexible digital fabric — the interconnected networks and cloud platforms that make secure, real-time collaboration possible. As data volumes grow and applications become more distributed, infrastructure must shift from static to intelligent, capable of supporting data flows wherever they create value.

The next challenge: Bridging capability with culture

Despite widespread enthusiasm for digital transformation, many organisations struggle to deliver. Around 70% of enterprises fail to meet their digital‑transformation objectives, often hindered by cultural resistance, the pressure to demonstrate rapid ROI, and limited budgets.

Even with strong infrastructure readiness, companies still face barriers such as talent shortages and internal silos. To unlock the full potential of intelligent infrastructure, businesses must pair it with the right digital mindset, one that prioritises agility, experimentation, and collaboration.

International studies indicate that the majority of digital value is realised by transforming existing operations rather than solely by pursuing disruptive new ventures. McKinsey estimates that around 70% of digital value comes from refining existing operations and business models. Instead of chasing flashy pilot projects, companies should focus on optimising processes, distribution, and margins.

Effective outcomes increasingly depend on collaborative approaches. Technology providers, system integrators, and enterprises are jointly shaping solutions that are practical as well as innovative. In this broader landscape, organisations like Colt are witnessing how intelligent connectivity helps enable real-time data flows in finance and supports the digitalisation of manufacturing ecosystems.

Also Read: Why Singapore startups are sleeping on their secret weapon (spoiler: it’s not AI)

From foundation to advantage

As Singapore continues its Smart Nation journey, its digital infrastructure will remain a defining enabler of progress. But the focus is shifting: from building faster networks to building smarter ecosystems. The future belongs to enterprises that view infrastructure not as a utility, but as a strategic differentiator that fuels data-driven decision-making, operational resilience, and innovation at scale.

In the digital economy, connectivity is no longer enough. Intelligence is the new infrastructure, and Singapore is well-positioned to lead this next leap forward.

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