For many years, the improvement of customer experience in aviation focused on speed, pricing, and efficiency. However, in Malaysia, this airline changed a much bigger equation: how customers expect to interact with brands. This case study examines how AirAsia transformed...

In Southeast Asia’s fast-growing e-commerce market, speed alone is no longer enough; shoppers want relevance, clarity, and instant help at every step of the journey. That is where Lazada’s investment in Conversational AI changes the rules of online retail.By embedding...

Conversational AI is often discussed as if it behaves the same everywhere. In reality, it doesn’t. In Asia, particularly across India, China, and Southeast Asia, Conversational AI follows very different adoption patterns, user expectations, and design principles. Understanding...

Air travel is full of moments where clarity matters more than speed. A gate change. A delayed flight. A last-minute check-in question at midnight. For years, even premium airlines struggled to respond in real time. Singapore Airlines chose a different path.Instead of adding more...

India’s digital adoption has grown at an unprecedented pace, and Reliance Jio has played a central role in shaping how millions access and experience the internet. People using Jio are growing, and with that growth, there is an increasing number of customer expectations regarding how...

India’s financial landscape has undergone immense change over the past decade, and one of the strongest drivers of this transformation is the rise of Conversational AI. ICICI Bank, India’s second-largest private-sector bank, has been ahead of this curve by using its iMobile app to...

One of Southeast Asia’s largest telecommunications companies, Singtel, is widely considered to be the “compatible case” for conversational AI’s ability to modify customer experience on a large scale. Singtel serves millions of customers throughout Southeast...

Most banks didn’t lose customers because of bad products. They lost them because of bad conversations.Long wait times. Fragmented support. Robotic responses. In a region where digital expectations are shaped by real-time apps and instant answers, traditional banking interfaces simply...

If Voice AI seems more natural, why do so many prefer Text AI? And if Text AI has better scalability, then why are more companies playing with voice-first experiences? Across Asia, organizations are finding that this Voice AI vs Text AI choice is way more complicated and much more...