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Kuala Lumpur, Malaysia — With rapid HR advancements on the horizon, Rockbird Media is just in time to announce the 16th edition of the HR Leaders & HR Tech Strategy Meeting, taking place on September 24, 2024, at Berjaya Times Square, Kuala Lumpur, Malaysia. The event, themed “Advancing into the Nexus of Human and Technology,” will be a crucial platform for addressing the evolving role of technology in HR. As Malaysia’s HR Technology market is poised for a significant 12% compound annual growth rate (CAGR) over the next five years, this year’s gathering will focus on equipping HR professionals with strategies to integrate cutting-edge tools and bridge the technological skill gap. Attendees will explore methods to enhance operational efficiency, boost employee engagement, and optimize legacy systems with modern technology. One in a series of successful HR Strategy Meetings across Southeast Asia, its 16th edition will emphasize the urgent need for HR leaders to strategically adapt to technological advancements, providing a unique opportunity to engage with industry experts, share best practices, and prepare for the future. The event will feature keynote addresses, interactive breakout sessions, panel discussions, and one-on-one meetings, designed to offer actionable insights and foster networking among over 100+ CHROs and HR leaders from various industries.

Multi-touch attribution is a comprehensive marketing measurement approach that considers all touchpoints along the customer journey and assigns proportional credit to each channel. This enables marketers to gain insights into the impact of each touchpoint in driving conversions. Consumer behavior has changed significantly in the digital age, particularly when it comes to the purchasing process. Customers' interactions with businesses, products, and services have been transformed by the rise of multitouch consumer buying cycles. This one-of-a-kind phenomenon includes several touchpoints across multiple channels, allowing consumers to investigate, analyze, and ultimately make purchasing decisions. Understanding and properly interacting with this dynamic process has become critical for businesses seeking to stay afloat in today's competitive marketplace. The "Multitouch Consumer Buying Cycle" refers to the process by which customers make purchasing decisions in the context of multitouch technology. Touch-sensitive screens or surfaces that can detect and respond to numerous simultaneous touches or motions are referred to as multitouch technology. The typical consumer purchasing cycle was very linear, with distinct stages such as awareness, consideration, and decision-making. However, technological advancements and the growth of online platforms have provided a plethora of touchpoints, affecting the consumer journey. Customers now interact with firms via websites, social media, mobile applications, online reviews, and other channels, blurring the distinctions between each step of the purchasing cycle. The intricacy and interactivity of the multitouch consumer purchase cycle distinguish it. It usually consists of four major stages: discovery, research, evaluation, and conversion. Let's take a closer look at each stage:   The Discovery Consumers become aware of a certain need or want at this level. It can be triggered by a variety of stimuli, including commercials, friend recommendations, and even personal experiences. To catch consumers' attention during the discovery phase, brands must focus on creating a strong online presence through search engine optimization (SEO), social media marketing, and targeted advertising.   The Analysis Once a consumer has recognized a need, they conduct extensive research. To analyze the various options, they compare products, read reviews, seek advice, and gather information. For the benefit of clients in their research journey, businesses should give both informative and entertaining information such as blog articles, videos, and customer testimonials. During this stage, it is critical to establish trust and confidence.   The Assessment Consumers reduce their options and compare various products and services during the evaluation stage. They take into account elements such as price, features, quality, and customer service. Brands must distinguish themselves by emphasizing unique selling factors and addressing any issues or objections that potential customers may have. Personal interactions, product demonstrations, and interactive tools can all have a substantial impact on decision-making.   The Conversion Conversion is the final stage of the multitouch buying cycle, where consumers make purchasing decisions. This can happen both online and offline, using e-commerce platforms and traditional stores. Brands should provide a smooth and user-friendly purchase experience by providing safe payment choices, clear shipping and return policies, and outstanding customer service. Following-up emails, loyalty programs, and after-sales help can all improve customer satisfaction and drive repeat business. Overall, Multi-touch attribution is a method used to measure the effectiveness of marketing by considering all touchpoints throughout the consumer journey. It allocates fractional credit to each touchpoint, enabling marketers to determine the extent of influence that each channel has on generating sales.

What does it mean to take charge in today’s digital world and what’s the difference before and after digitization? What makes it essential for successful implementation of digital growth and are we really there yet? These are just some of the questions that sparked the curiosity of Bikash Pathak from PT. MAP Aktif Adiperkasa about how this evolving environment is redefining Big companies today are striving to find that perfect recipe for success. Bikash discusses how companies fell victim to kicking off large scale, transformation projects without a clear framework of what success would look like. He explained four main points that touch on other possible routes to making a company successful and to what one company should focus on. First, it is important for the company to have it’s own purpose and a clear baseline. In this way there is a clear foundation and vision as to how the company will work together. Second, customer first. Bikash mentioned: The company's winning power rests within its customers. Third, to start small. Now isn’t this something so basic and simple, something that people hear everyday? It’s okay to make mistakes, Bikash stressed how it's important to fail fast and pivot from there And lastly, having digital initiatives need to have a strong conviction and sponsorship. This just means that having investment in tech helps simplify business processes, to boost efficiency, to foster growth and most importantly and creates a culture of investing in their own customers. Connecting the customer perspective, personalization has become essential for companies to maintain customer trust and remain relevant in today’s experiential shopping landscape. This led to the question of whether we have truly achieved sustainable digital growth in personalized experiences. Bikash pointed out that while data access is more straightforward now, even major companies like Amazon have yet to perfect personalization. He emphasized, “” This underscores the need for creativity and collaboration within teams, especially when fostering new ideas. We wrapped up by exploring his views on how the world contrasts with and without digitalization.  The status quo of today’s generation is infused with the mainstream of digital usage, leading  towards a path of a paradigm shift from the old to the new, especially the growing need of an increasing number of tech-savvy indonesians. The relevancy of 9-5 is slowly fading away like a cocoon erasing its caterpillar phase, preparing for its butterfly stage. With the new generation pushing for a flexible workplace, the wave of a new work culture is rising at a steadfast rate. Speed, as Mr. Pathak emphasizes, is the driving force that maneuvers the company to unprecedented heights. The prowess of technology elevates the possibility of work to divert from bureaucratic human interactions to an innovative and flexibility-centered structure. In the lenses of Mr. Pathak, this divergence of technology is not corrupt nor virtuous in nature. It stands on the grayscale as its purpose is to be as efficient as possible. He ended the interview with: Bikash is geared up and ready to take on this year’s Retail & E-Commerce Summit Asia 2024 Indonesia. Join us on November 21, 2024, at the Ritz-Carlton, Jakarta, to gain valuable insights from some of the top leaders in the marketing industry. It’s an event you don’t want to miss!

Human resources is undergoing a significant transformation as artificial intelligence (AI) reshapes how organizations manage their workforce. Many Malaysian companies have moved past simply experimenting with AI and are now seeing real benefits in productivity and decision-making. This post explores how AI improves Human Resource Management (HRM) functions, helping HR professionals work smarter and create better experiences for employees. How AI Changes Recruitment and Hiring Recruitment is one of the most time-consuming HR tasks. AI helps by automating candidate screening and matching job requirements with applicant profiles. Instead of manually reviewing hundreds of resumes, AI-powered tools analyze data points such as skills, experience, and education to identify the best fits quickly. For example, a Malaysian tech firm used AI to scan resumes and shortlist candidates for software developer roles. This reduced the initial screening time by 60%, allowing HR staff to focus on interviews and candidate engagement. AI also helps reduce unconscious bias by focusing on objective data rather than subjective impressions. AI-driven chatbots can answer candidate questions 24/7, improving communication and keeping applicants engaged. This creates a smoother recruitment experience and helps companies attract top talent in a competitive market. Enhancing Employee Performance Management Performance reviews often rely on subjective feedback, which can lead to inconsistencies and dissatisfaction. AI tools collect and analyze data on employee performance, such as project completion rates, peer feedback, and attendance records. This data-driven approach provides a clearer picture of strengths and areas for improvement. In a Malaysian manufacturing company, AI was used to track employee productivity and suggest personalized training programs. This helped managers provide targeted support and increased overall team performance by 15% within six months. AI also enables continuous performance monitoring rather than annual reviews. Employees receive timely feedback, which encourages growth and development. This real-time insight helps HR teams make fairer decisions about promotions and rewards. Improving Employee Engagement and Retention Keeping employees motivated and engaged is critical for organizational success. AI analyzes employee surveys, communication patterns, and work habits to identify signs of disengagement or burnout early. This allows HR to intervene with support before issues escalate. For instance, a Malaysian retail chain used AI to monitor employee sentiment through anonymous feedback tools. The system flagged departments with low morale, prompting HR to organize team-building activities and adjust workloads. As a result, employee turnover dropped by 10% over one year. AI-powered platforms also personalize learning and career development paths based on individual goals and skills. This shows employees that the company invests in their growth, which boosts loyalty and satisfaction. Streamlining Administrative Tasks Many HR functions involve repetitive administrative work such as scheduling interviews, managing leave requests, and processing payroll. AI automates these tasks, freeing HR professionals to focus on strategic initiatives. For example, AI chatbots handle routine inquiries about benefits or company policies, reducing the volume of emails and calls to HR. Automated systems also ensure accuracy in payroll calculations and compliance with labor laws, minimizing errors and legal risks. By reducing manual workload, AI helps HR teams operate more efficiently and respond faster to employee needs. Data-Driven Decision Making in HR AI provides HR professionals with insights based on large volumes of data that would be impossible to analyze manually. Predictive analytics can forecast hiring needs, identify skill gaps, and assess workforce risks. A Malaysian financial services company used AI analytics to predict which employees were likely to leave within six months. This allowed HR to take proactive retention measures such as offering development opportunities or adjusting compensation packages. Using AI to support decisions reduces guesswork and bias, leading to fairer and more effective HR policies. Challenges and Considerations for AI Adoption While AI offers many benefits, organizations must approach adoption carefully. Data privacy and ethical use of AI are critical concerns. HR teams should ensure transparency about how AI tools collect and use employee data. Additionally, AI should complement human judgment, not replace it. HR professionals need training to understand AI outputs and make balanced decisions. Malaysian organizations should also consider the cost and integration challenges of AI systems, choosing solutions that fit their size and needs. Moving Forward with AI in HR AI is no longer just a futuristic concept but a practical tool that elevates HRM functions. Malaysian companies that embrace AI thoughtfully can improve recruitment, performance management, employee engagement, and administrative efficiency. The key is to start with clear goals, pilot AI tools in specific areas, and build on successes. Combining AI’s data-driven power with human insight creates a stronger, more responsive HR function that benefits both employees and the organization.

By: Zenia Pearl V. Nicolas   Apple’s Next Big Reveal Apple will hold its September 9 event at Apple Park in Cupertino. The spotlight will be on the iPhone 17 lineup, though updates to the Apple Watch, AirPods Pro, and other accessories are also on the agenda. Speculation has been building for months. This year’s lineup could mark one of the more noticeable design shifts in recent memory, including the debut of a slimmer model being referred to as the iPhone Air . The iPhone 17 and Its Variants The standard iPhone 17 is rumored to feature a 6.3-inch display , a jump from the iPhone 16’s 6.1 inches. Reports also point to a smoother 120 Hz refresh rate and a new 24MP front-facing camera , a meaningful upgrade over the 16’s 12MP lens. For color options, leaks suggest Apple may offer new finishes in purple and green . The iPhone 17 Pro is where design changes stand out. Instead of the familiar cluster of cameras, renders show a horizontal camera bar across the back — more in line with Google’s Pixel series. Another change under discussion: moving away from titanium and using aluminum for the frame, which could make the device lighter but also less premium. Storage tiers may shift too, with 128GB reportedly dropped , leaving 256GB as the entry option. The iPhone 17 Pro Max , meanwhile, could get only a few updates. The body might become slightly thicker to fit a larger battery , a small adjustment, but one many users would welcome. The Ultra-Thin iPhone Air The rumored iPhone 17 Air could replace the Plus model and become the thinnest iPhone yet at just 5.5 mm . That would undercut Samsung’s Galaxy S25 Edge, which comes in at 5.8 mm. The Air is said to feature a 6.6-inch OLED screen , but compromises are likely. Renders suggest it will carry only a single rear camera and may lack bottom speakers, relying instead on the earpiece for audio. Battery life is the big question. Analysts expect Apple may sell an optional battery case to offset the slimmer design. Pricing rumors put the Air between $899 and $950. Camera Upgrades Across the Lineup Cameras remain a major selling point. All iPhone 17 models are expected to get the 24MP selfie camera , doubling the resolution from last year. The Pro versions may add 48MP telephoto lenses capable of up to 8x optical zoom , alongside video features like dual-camera recording that lets users capture with front and back lenses at once. There’s also talk of a new pro camera app that could rival third-party options used by vloggers and content creators. Pricing and Production Shifts Pricing is one of the most debated points. Some analysts expect a $50 increase across the lineup , while others say the iPhone 17 Pro may be the only one to rise , going up to $1,099 in the U.S. but starting at 256GB storage instead of 128GB. In manufacturing, Apple is making a bigger shift. For the first time, all U.S.-bound iPhone 17 units will reportedly be produced in India , with Tata Group and Foxconn handling most of the output. The move is seen as Apple reducing reliance on China and positioning itself ahead of potential U.S. tariffs. Beyond the iPhone Other products are likely to share the spotlight. The Apple Watch Series 11, Ultra 3, and SE 3 may get health features like blood pressure tracking and sleep apnea detection , though not all upgrades are guaranteed to ship this year. The AirPods Pro 3 could also debut, with a slimmer case, smaller earbuds, and new touch-sensitive controls. Updates to the AirTag and Vision Pro headset are also rumored, though less certain. Outlook If even half the leaks hold true, the iPhone 17 lineup will mark one of the bigger refreshes in years. Between the thinner iPhone Air, redesigned camera systems, and a shift in manufacturing strategy, Apple’s September event is shaping up to be closely watched. Pre-orders are expected to open later this week, with shipping likely to begin on September 19. Sources Lauren Forristal, TechCrunch , “iPhone 17, the ‘thinnest iPhone ever,’ and everything else we’re expecting out of Apple’s hardware event” (Sept 8, 2025) . Alex Lee, The Independent , “iPhone 17 launches tomorrow – here’s everything you need to know” (Sept 8, 2025). Discover Executive Roundtables and Bespoke Enterprise Events with Rockbird Media

By: Zenia Pearl V. Nicolas The artificial intelligence boom may soon face a dose of reality. Nick Clegg, former President of Global Affairs at Meta Platforms and the UK’s former Deputy Prime Minister, has warned that the chance of a correction in the AI market is “pretty high.” In an October 2025 interview on CNBC’s Squawk Box Europe , Clegg said the sector’s explosive momentum has produced “unbelievable, crazy valuations” and a “spasm of almost daily, hourly deal-making” — signals that, he believes, could precede a cooling period rather than a permanent bust ( Business Insider , 2025). Between Innovation and Inflation Clegg’s caution isn’t about the technology itself — he was quick to clarify that AI will persist and flourish. But he argued that today’s euphoria far exceeds near-term fundamentals. The capital intensity required to build and train frontier models — from chips to power-hungry data centers — means profitability still lags behind investor enthusiasm. “It doesn’t mean the technology itself is not going to persist… but the chance of a market correction is pretty high,”  — Nick Clegg, CNBC interview, October 2025 The former Meta executive described the current landscape as one marked by hype cycles, with startups and incumbents alike rushing into partnerships and licensing deals before sustainable business models emerge. Echoes from History Clegg’s remarks come as economists and industry leaders draw parallels between today’s AI frenzy and past tech bubbles. Jamie Dimon, CEO of JPMorgan Chase, told Fortune  that while he doesn’t view AI as a full-blown bubble, “some projects may fail.” He urged investors to distinguish between long-term utility and short-term speculation ( Business Insider , 2025). Meanwhile, Eric Schmidt, former Google CEO, said the AI surge is laying “the foundation of a new industrial era,” though he acknowledged that investor behavior shows echoes of previous tech-bubble patterns ( Business Insider , 2025). At the policy level, IMF Chief Economist Pierre-Olivier Gourinchas added that while AI investment may experience a “boom-and-bust” phase, it is unlikely to threaten global financial stability because most funding remains equity-backed rather than debt-driven ( Reuters , 2025). What a Correction Could Mean A market correction, experts say, wouldn’t spell the end of the AI era, only a reset toward fundamentals. Valuations may normalize as investors demand clearer paths to profit. Venture capital could consolidate around firms with real-world traction in productivity, cybersecurity, and automation. Infrastructure spending on GPUs and cloud capacity will likely face stricter board oversight focused on measurable ROI. In short, the winners will be those who treat AI as an enduring capability, not a speculative bet. A Moment for Maturity Clegg’s message isn’t anti-AI — it’s a reminder that every technological revolution faces a moment of reckoning. What distinguishes enduring innovations from bubbles is the shift from excitement to execution. “The sector will persist and flourish,” Clegg said, “but we need to keep our feet on the ground.” For business leaders, the coming year may mark the point to move beyond experimentation toward disciplined value creation — to prove, as Clegg implies, that AI can survive gravity. References  Business Insider. (2025, October 14). Former Meta executive Nick Clegg warns AI market correction ‘pretty high’ amid crazy valuations.   https://www.businessinsider.com/ex-meta-executive-nick-clegg-ai-bubble-headed-correction-2025-10 The Times of India. (2025, October 15). Nick Clegg says AI hype may be ahead of its time.   https://timesofindia.indiatimes.com/technology/tech-news/former-meta-executive-nick-clegg-says-ai-hype-may-be-ahead-of-its-time-could-be-headed-for/articleshow/124605019.cms Fortune. (2025, October 14). Jamie Dimon gets real on AI, sees stocks ‘in some form of bubble territory’.   https://fortune.com/2025/10/14/jamie-dimon-ai-bubble-territory-high-asset-prices-jpmorgan/ Reuters. (2025, October 14). AI investment boom may lead to bust, but not likely systemic crisis, IMF chief economist says.   https://www.reuters.com/legal/transactional/ai-investment-boom-may-lead-bust-not-likely-systemic-crisis-imf-chief-economist-2025-10-14/ Business Insider. (2025, July 20). Eric Schmidt explains why he doesn’t think AI is a bubble — even if it might look like it.  https://www.businessinsider.com/eric-schmidt-ai-market-not-bubble-2025-7

By: Zenia Pearl V. Nicolas There’s a strange irony in the workplace today. You spend years building your career, gaining skills, navigating challenges, growing into someone others can depend on. Then one day, all that experience? It suddenly works against you. You’re seen as too expensive, too traditional, maybe not “a cultural fit”. Not because you can’t keep up. Not because you’re falling behind. But simply because you’re not 28 anymore. This is what age discrimination looks like. And it’s happening far more than we like to admit. It’s Not Just You. It’s a Pattern A recent survey from Resume Now revealed that 90% of workers over 50 have felt ageism in the workplace. Let that sink in–nine out of ten. It shows up in all the ways that don’t always make headlines. Being overlooked for promotions. Having your input dismissed in meetings. Getting paid less than younger coworkers for doing the exact same job. Or worse, being subtly nudged to retire or “take it easy”. These moments add up. And they chip away at the confidence of people who have spent their lives showing up, doing the work and mentoring others along the way. The Law Says It’s Wrong. But Culture Still Allows It. The Age Discrimination in Employment Act has been around since the 60s. On paper, it protects workers over 40 from unfair treatment. But paper doesn’t change culture. And culture is where the real problem sits. Sometimes, it’s blatant. Like when IBM executives called older workers “dinobabies” in internal messages. That case settled out of court but the mindset behind it? That hasn’t gone anywhere. Sometimes, it’s subtle. A job post asking for “digital natives.” A recruiter who insists someone is “overqualified.” A hiring manager who wants someone “hungry,” as if seasoned professionals can’t be. Especially in Tech, Age Is the Elephant in the Room In Silicon Valley, being over 35 is sometimes enough to be considered old. Some companies quietly design job applications that push older candidates out, asking for college email addresses, setting strict experience limits or relying on AI filters that favor younger profiles. Workday, a major HR platform, is currently in the middle of a lawsuit for this exact issue. Their software allegedly screened out applicants over 40. A judge now asked them to reveal which employers used the system. Technology may be moving fast, but fairness can’t lag behind. When We Ignore Age, We Waste Potential Older professionals aren’t out of touch, they’ve been through transitions before. They’ve worked through crashes, crises and pivots. They know how to lead when things are uncertain. That wisdom doesn’t slow teams down. It strengthens them. But too often, age is treated as a liability instead of the asset it really is. Layoffs disproportionately hit older workers. Performance improvement plans are used as quiet exit strategies. Advancements are given to younger, less seasoned employees, not based on ability, but due to preconceived notions. In many workplaces, older workers often sense isolation, left out of meetings, projects and even in decision-making processes. The outcome? Businesses miss opportunities for understanding, commitment and guidance. We Need to Change How We Talk About Inclusion When companies talk about DEI, age is usually the last topic in the room, if it’s mentioned at all. But inclusion isn’t just about race or gender or background. It’s also about acknowledging every stage of professional life. It’s time for age to be part of the conversation. And not just on legal documents or training slides but in real decisions. This is exactly the kind of honest dialogue that will take center stage at hrX Malaysia 2025 . If you care about building teams that reflect the full scope of talent, experience included, this event is where real solutions begin. It’s not just a conference. It’s where the next generation of inclusive leadership is being shaped. You Still Belong If you’re an employee who’s ever been told to step aside, know this: your value didn’t disappear. Your experience isn’t outdated. And no algorithm or assumption should be the reason you’re dismissed. If you’re an employer reading, ask yourself, what kind of culture are you shaping? One that quietly lets bias pass? Or one that makes room for every voice, every age, every contribution? Because the truth is, age doesn't make someone less capable. It makes them more equipped. Explore more insights from How HR Leaders Are Designing Fair Growth with Intention, Courage and Data Sources: HR Dive: Older Workers and Age Discrimination Survey, 2025 EEOC: Age Discrimination in Employment Act of 1967 John Sherman Law: Signs of Age Discrimination in the Workplace

By: Zenia Pearl V. Nicolas In a world where attention spans have become currency and choices feel infinite, brand loyalty is no longer a default—it’s a decision. Every day, consumers scroll, tap, and abandon without looking back. We live in a time when even a loyal buyer can be lost in a blink. At RESA Philippines 2025, Marc-Antoine Hager, Head of APAC at CleverTap , reminded us that real loyalty isn’t earned through points or perks alone—but through emotional resonance, relevance and respect for a customer’s time and journey. As we battle distractions, fatigue and digital noise, CleverTap offers brands something deeper: the tools to rebuild trust, reawaken loyalty and rekindle the kind of customer relationship that feels personal—even in a hyper-automated world.  Loyalty Isn’t Given—It’s Earned Globally, shoppers now explore across channels, and loyalty must be intentionally cultivated—not assumed.  Semrush  mentioned that selling to current customers has a 60-70% success rate, versus just 5-20% with new prospects. Increasing retention by just 5% can boost profits by 29-95%, depending on the industry.   Cart Abandonment: The $18 B Problem A staggering 70–75% of online shopping carts get abandoned—that’s $18 billion in annual U.S. lost sales. Top abandonment triggers? Extra fees (39–48%), account creation demands (~24%), and checkout friction. But there’s a silver lining: recovering abandoned carts via email or retargeting ads yield an ROI of 1,300%, with abandoned carts emails achieving a 45% open rate and 21% click-throughs.   AI-Driven Engagement: CleverTap’s 3-Pillar Strategy Pillar 1: Clicks → Carts Seize intent instantly across platforms—push notifications, in-app prompts, email. Capture the moment before distractions pull customers away. Pillar 2: Carts → Conversions With cart abandonment at —70%, tools like IntelliNode guide customers along high-conversion paths using urgency and seamless experience. Pillar 3: Buyers → Loyalists True loyalty is built outside discount walls—through emotional connections, predictive segmentation, and automated re-engagement campaigns.   Why Personalization Works McKinsey  reports companies that excel at personalization generate 40% more revenue, delivering over a trillion dollars in value across U.S. industries Instapage  noted personalized experiences boost sales by 19%; 91% of shoppers prefer that brands remember them VWO  found loyal customers are 70% more likely to repurchase—and existing buyers spend 67% more than new ones.   Proven Results: CleverTap Clients in Action Carousell : 71% lift in Week 3 retention and 73% higher CTR via personalized messaging.  Lenskart: 68% engagement growth  and 75% boost in campaign efficiency through data-driven segmentation   Actionable Roadmap: Activate Your Retention Engine Audit the checkout—reduce hidden fees, simplify sign-up, ensure mobile optimization. Leverage real-time triggers—push, SMS, email follow-ups for carts and interaction drop-offs. Activate AI segmentation–identify high-potential leads and tailor touchpoints. Execute multi-channel programs—combine email, push, ads for reactivation. Build emotional loyalty—recognition, exclusive access, native content beyond discounts.    Marc-Antoine Hager’s Wake-Up Call to the Retail World  Marc reminded us that loyalty isn’t transactional anymore. It’s deeply emotional. It’s not about how loud your campaign is—it’s about how deeply your message lands in someone’s life.  “Loyalty is no longer about points. It’s about relevance, timing and connection,” he said. And in that moment, the room shifted.  Because the truth hit home: we’re not selling products anymore—we’re selling experiences. And people don’t return for what you sell.. They return for how you made them  feel. Marc-Antoine spoke not just as a leader, but as a listener—to the pain points of businesses that keep losing customers to silence, and to the expectations of a digital-first generation that values meaning over marketing. He urged us to stop building strategies that assume loyalty—and instead start building journeys that earn it. He challenged us to turn AI into Affective Intelligence—tech that doesn’t just optimize, but empathizes. And he showed us that the greatest comeback in retail isn’t just a recovered cart—it’s a customer who stays.  In a world where 70% of shopping carts are abandoned and most brands still blast the same message to everyone, CleverTap offers something revolutionary: a way to turn insights into intention.    Because every comeback starts with one brave brand saying: “I see you. I remember you. And I built this for you.” And maybe that’s what his keynote truly was—not just a roadmap, but a reminder.. That in a hyper-digital world, the most powerful strategy is still human understanding.   Let us design with care, speak with timing and lead with empathy. Because in the end, technology may bring us close—but it’s the connection that brings them back.

By: Zenia Pearl V. Nicolas Wisconsin’s farmland is about to power the future of artificial intelligence. OpenAI and Oracle, joined by Vantage Data Centers, have announced a $15 billion-plus investment to build a next-generation AI data-center campus in Port Washington, just north of Milwaukee.  The development, dubbed “Lighthouse,” will anchor the companies’ nationwide Stargate initiative, designed to deploy up to 4.5 gigawatts of AI computing capacity across multiple U.S. sites. The Wisconsin campus alone will feature four hyperscale data centers  delivering nearly one gigawatt  of AI power, enough to support the next wave of OpenAI’s frontier models (Business Wire, 2025). Jobs, Growth, and Green Power The Lighthouse project promises more than 4,000 union construction jobs and over 1,000 long-term positions, with thousands more supported indirectly. It is projected to contribute $2.7 billion to Wisconsin’s GDP and inject $175 million into local infrastructure, upgrading power, water, and transport systems (Business Wire, 2025). Vantage Data Centers, the campus developer, has pledged a 100 % zero-emission energy match, drawing from new wind, solar, and battery farms. The 672-acre site will also feature closed-loop liquid cooling to conserve water and a biodiversity program planting over 2,000 native trees while preserving existing wetlands. “This project combines innovation, sustainability, and good jobs in America’s heartland,”  said Peter Hoeschele, VP of Industrial Compute at OpenAI.  Oracle Executive VP Mahesh Thiagarajan added that Oracle’s AI infrastructure “will fortify American leadership in AI worldwide.” Local Reactions and the Road Ahead While most officials have welcomed the project, some residents expressed concern over potential land-use and water impacts. Vantage has promised ongoing consultation and minimal disruption as construction begins in late 2025 (Ozaukee Press, 2025). The Wisconsin campus is expected to open by 2028 , establishing the region as a new hub for digital infrastructure, what some are already calling “America’s Silicon Heartland.” As AI reshapes global industry, the OpenAI-Oracle partnership signals a shift: the next great leap in innovation might not rise from the coasts, but from the quiet fields of the Midwest. References Business Wire. (2025, October 22). OpenAI, Oracle and Vantage Data Centers announce Stargate data center site in Wisconsin.  https://www.businesswire.com/news/home/20251022873578/en/OpenAI-Oracle-and-Vantage-Data-Centers-Announce-Stargate-Data-Center-Site-in-Wisconsin   Investing.com . (2025, October 22). OpenAI, Oracle and Vantage to build $15 B+ data center campus in Wisconsin.  https://www.investing.com/news/company-news/openai-oracle-and-vantage-to-build-15b-data-center-campus-in-wisconsin-93CH-4302736   Reuters. (2025, October 22). OpenAI, Oracle and Vantage to build Stargate data center site in Wisconsin.  https://www.reuters.com/business/openai-oracle-announce-stargate-data-center-site-wisconsin-2025-10-22   Ozaukee Press. (2025, October 22). OpenAI, Oracle to run Stargate Port data center.  https://www.ozaukeepress.com/content/openai-oracle-run-stargate-port-data-center

In a world where technology levels-up faster than ever, the gaming and ergonomics industries are at the forefront of innovation, with companies redefining how consumers interact with brands. Henry Ting, a visionary leader in the industry, shared intriguing insights into customer experience, engagement, and the future of brand experiences. He also expounded on the ultimate challenge: how to navigate this dynamic landscape while staying ahead of the curve. The shift between online and offline interactions has become a hallmark of modern consumer behavior. Yet, the divide between these channels is narrowing. As Henry shared, even for a product traditionally requiring in-person interaction, like a gaming chair, the need for physical presence is decreasing. “The key is trust,” Henry asserted. Consumers no longer rely solely on showrooms or tactile interactions to make purchasing decisions. Instead, they are driven by the experiences brands promise—and deliver. Once a customer experiences the "full package" of what a brand offers, their loyalty solidifies, and they often become repeat customers, returning to reconnect with the brand. However, maintaining a unified brand voice is more challenging than it appears. He revealed that this consistency goes beyond marketing—it must be deeply ingrained in the company culture. “It’s not just about having the same tone on camera,” he explained. “It’s about everyone in the company embodying the brand’s values, day in and day out.” According to him, AI’s impact will extend beyond product development—it will redefine customer experiences. Brands will need to integrate AI into every aspect of their operations to keep up with consumer demands. Ting warns, “Companies that fail to adapt will risk being left behind.” However, this rapid evolution also presents opportunities because smaller companies now have access to tools that were once exclusive to giants, leveling the playing field. "It’s about who can use AI better to fight the war," Ting remarked, hinting at a competitive yet exciting future. Additionally, consumer behavior is entering an era of rapid transformation. From cross-platform engagement to AI-driven innovation, the industry is brimming with opportunities for brands willing to adapt. Ting’s insights serve as a roadmap for navigating this dynamic landscape: authenticity, trust, and adaptability are key to staying ahead. As brands prepare for the challenges and possibilities of tomorrow, one thing is clear—consumer expectations will only continue to rise. Those who embrace the future with creativity and conviction will not only meet these demands but redefine the very essence of customer experience. Sit back and Press Start as we dive into the meta of Consumer Behavior, not just to foresee the future! Join us at the Retail and E-commerce Summit Asia on February 26th. It’s not just interacting but all about integrating to one another’s insights to reshape the future! Visit our RESA Malaysia landing page for more information.

By: Zenia Pearl V. Nicolas In a world where buyers seek not just speed or strength but connection, Verizon has made one of its most daring decisions to date. Their recent customer experience (CX) revamp, driven by AI yet grounded in human understanding, is more than just a technological enhancement. It serves as a guide for any company aiming to remain important highly individualized, expectation-driven environment. Whether you’re in B2B, retail, finance, or tech, this isn’t just Verizon’s story. It’s yours too. The Era of “Just One Call”: Redefining Resolution with Empathy and AI Transformation One of the standout promises Verizon made? That customers should only need to call once—and the company takes it from there. Through their newly launched and 24/7 live chat support, Verizon ensures continuity, transparency, and proactive follow-ups—whether by app, call, or text. What this teaches businesses: Stop overcomplicating service. A streamlined, emotionally intelligent resolution process builds trust faster than any promotion ever could. Let tech handle the friction so humans can deliver the care. Humanized AI Is the Standard Now—Not a Bonus Brian Higgins, Verizon's Chief Customer Experience Officer, made it clear: AI is not about replacing people—it's about making them better. Their new app uses AI to immediately profile the user and surface relevant insights for support staff, shaving precious minutes off service times. What you should be doing: Shift your thinking. AI is not just about automation—it’s about. Teach your teams to work alongside AI, rather than fear it. This shift in viewpoint can boost productivity, reduce turnover and offer your customers the consistent service they seek. Personalization Is Not Optional Anymore Verizon’s AI doesn’t just react—it predicts. From customizable plans (like myPlan and myHome) to a proactive AI assistant that anticipates needs, the goal is simple: make customers feel seen and understood. What questions should you consider? Are you aware of what your customer desires before they express it? If not, you’re already behind. Start building predictive models based on user behavior, and design your experience to adapt in real time. Physical Retail Still Matters — But with a Purpose Verizon added nearly 400 stores across the U.S. in just two years, ensuring that 93% of the population is within 30 minutes of a store. But these aren’t just sales points — they’re. Lesson here: In a time of digital-centric approaches, don’t overlook your physical presence. Rather, convert it into a purposeful, value-oriented environment that attracts customers to participate. Build the Ecosystem, Not Just the Product With partners like Google Cloud, NVIDIA, Meta, and Vultr, Verizon is no longer just a service provider; it’s an AI powerhouse. Their initiative gives enterprises the infrastructure to build and deploy AI at scale. Business takeaway: Collaborations speed up change. You’re not required to develop everything by yourself. Establish the appropriate collaborations, integrate the best resources and offer your clients a more enhanced environment. Small Businesses? Big Opportunities with Smart AI Verizon's Business Assistant for small companies automates common inquiries with generative AI and escalates to human reps only when needed. It’s fast, learnable, and incredibly cost-effective. A reminder for smaller players: You play in the AI space without massive budgets. Start with tools that solve simple problems — then scale from there. Efficiency and delight aren't just for the big players anymore. And Now, It’s Your Turn This transformation isn’t exclusive to telecom. It’s a masterclass in anticipating customer behavior, removing friction, and replacing reactive service with proactive connection. The question isn't whether your business needs a similar shift—it's. And if you’re serious about taking your customer experience from basic to bold, then join us this August for a full-day event that brings the brightest CX leaders together: 👉CustomerX Malaysia – August 2025 : Discover the strength of customer journeys that prioritize humans and are enhanced by technology. Real stories, strategies and connections. Too many businesses still think “customer experience” means good manners and a survey email. What Verizon understands, and what you must too is that is now your most valuable product. Make it fast and real. Or your customers will find someone else who will. Sources: Retail Customer Experience Verizon Newsroom Channel Insider RCR Wireless News Discover how digital marketing is evolving and shaping the future.  Bridging the Gap: Aligning Business and Customer Needs through Digital Marketing

Talent management remains a relevant topic in human resource management as the workforce’s needs vary individually. You may think the solution is as simple as placing a bandaid on a scratch, but soon you’ll find that it’s going to need a bigger dressing before you start bleeding out your talent left and right. Which is why on this edition of our spotlight interview, rockbird media asked one of the industry’s best through Dolphy Goveas to share his practices. As Head of Global HR Operations, we asked him how he prevents misunderstanding and misaligned expectations within his blended team. “Whenever my team encounters challenges, I'm quick to sit down with them to understand the problem thoroughly and then ask for their proposed solutions. Basically, I roll my sleeves and go down to their level.” This creates a positive impact as his primary focus is to set clear mutual expectations and maintaining open communication channels. He proudly added that the approach has been instrumental in broadening perspectives, empowering them to find solutions independently, and reinforcing a collaborative problem solving culture – one that consults him only when necessary. Probing into his previous article where he said a balance between being technologically advanced and personally engaged is paramount, we were curious about his perspective on how leaders can impact their teams to achieve this balance. “With the rapid advancement of technology, it's easy to let regular personal connections slip.” After explaining the tradeoff, The HR Leader emphatically said that while technology undoubtedly boosts productivity and enables leadership from distance, over reliance can distance us from the human element of our teams. Technology must enhance, not replace interactions. Having regular meaningful check-ins that go beyond work related discussions to engage personally and build bonds that technology alone can't give should be in the forefront. “The word care is very important because if you show genuine care, only then will your team trust you.” Getting in front of the biggest hurdles facing organizations, we inquired about the strategies he can share that helped him push through success in retaining talent. Acknowledging that this is a challenge for their organization as well, Dolphy shared an instrumental strategy. Targeted assessments, inquiring about career aspirations, and identifying what employees value for their growth. “We can design personalized development plans and retention strategies that align with their goals and growth potential. This personalized approach makes people feel seen and valued which is crucial for retention, because if they don't see we value them even though they are good, they don't stay.” He brought up a key observation. Talents are not loyal to the organization. So unless organizations understand that talents are loyal to their career, and not the organization, they would not do anything. It was amazing to hear Dolphy firsthand. We would say imagine if you were there, but you don’t have to. On November 19, 2024 at Shangri-La Jakarta, you can attend an exclusive roundtable session where he will discuss the best ways to retain top employees in a competitive market. Join us at the HR Leaders & HR Tech Strategy Meeting where we have so much in store for you!