Search Results

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!

In 2024, Singapore's marketing industry is witnessing a transformative shift as artificial intelligence (AI) takes center stage in crafting more personalized and efficient marketing strategies. As businesses strive to connect with increasingly discerning consumers, AI is proving to be an invaluable tool in understanding and predicting consumer behavior. The adoption of AI in marketing is enabling brands to harness vast amounts of data to tailor their campaigns with unprecedented precision. By analyzing customer interactions across various platforms, AI algorithms can identify patterns and preferences, allowing marketers to create targeted content that resonates with individual consumers. This level of personalization not only enhances consumer experience but also boosts engagement and conversion rates. One of the key areas where AI is making a significant impact is in content creation. Advanced AI tools are capable of generating high-quality content at a rapid pace, freeing up creative teams to focus on more strategic tasks. These tools can craft compelling copy, design visually appealing graphics, and even produce video content that aligns with brand messaging and consumer interests. Moreover, AI-powered chatbots are revolutionizing customer service by providing real-time assistance and personalized recommendations. These intelligent bots are capable of handling a wide range of inquiries, from product information to purchase support, ensuring a seamless consumer journey. This not only improves customer satisfaction but also reduces operational costs for businesses. As AI continues to evolve, concerns about data privacy and security are being addressed with robust measures. Singaporean companies are focusing on transparent data management practices to build trust with consumers, who are increasingly aware of how their data is used. By prioritizing privacy, brands are fostering long-term loyalty and demonstrating their commitment to ethical marketing practices. In conclusion, the integration of AI into marketing strategies is revolutionizing how brands in Singapore engage with their audiences. By enabling more personalized, efficient, and ethical marketing practices, AI is not only enhancing brand-consumer

Taguig, Philippines  – Rockbird Media  is proud to announce the return of its flagship event, the Retail & E-Commerce Summit Asia  (RESA), taking place on May 28-29, 2025  at the Grand Hyatt Manila, Taguig, Philippines . As part of the Retail Festival Week , this promises to be an exciting, immersive week-long event designed for retail and e-commerce leaders, innovators, and change-makers to exchange ideas and explore new strategies for scaling profitable businesses in today’s fast-evolving digital world. The Retail Festival Week 2025 has been thoughtfully curated to offer interactive, action-packed strategies aimed at helping businesses thrive in the competitive world of retail and e-commerce. The summit will bring together a diverse group of influential figures, including prominent founders, trailblazing brands, and top retail and e-commerce personalities across the Philippines and Southeast Asia. With the spotlight on the Philippines as a growing hub for e-commerce and retail, this exclusive event will delve deep into the latest trends and disruptive technologies that are shaping the future of the industry. Participants will gain invaluable insights from industry leaders on how to expand their business reach not only within Southeast Asia but also on a global scale. This year’s "Retail Festival Week" reflects the vibrant spirit of the local retail and e-commerce scene, emphasizing growth, innovation, and community-building. Don’t miss out and join us for this exclusive event. The event will offer ample opportunities to network, exchange ideas, and collaborate with fellow professionals, while also uncovering new possibilities for the future of retail and e-commerce.

By Zenia Pearl V. Nicolas The world looks at Shanghai and sees connection in motion. “It’s an incredible city,” said Mojca Pišek, a journalist from Slovenia, her voice carrying the same curiosity shared by nearly a hundred reporters from around the world as they looked out across Shanghai’s skyline. Ahead of the 8th China International Import Expo (CIIE 2025) , a delegation of 91 journalists from 85 countries  toured Shanghai’s most emblematic sites from the Bund’s historic waterfront to the modern spires of Lujiazui, to witness how the city continues to redefine its global identity. A City Framed by Contrast Shanghai’s appeal lies not only in its skyline but in its rhythm, a place where old laneways meet electric innovation. During the journalists’ visit, guided by local hosts and cultural agencies, conversations often circled back to one theme: coexistence. Shanghai’s identity lives in the space between memory and motion. Here, traditional teahouses sit beside AI research labs; 19th-century shikumen  alleys neighbor neon-lit smart malls. For many first-time visitors, it was a living lesson in how heritage and innovation can occupy the same space naturally. The Global Lens on Shanghai The world’s press arrives and leaves with the same headline: connection. Established in 2018, the China International Import Expo  has evolved into one of the world’s most significant trade and innovation showcases, drawing exhibitors and delegations from over 120 nations in 2025 ( Xinhua, 2025 ). Beyond economic exchange, it positions Shanghai as a diplomatic and cultural bridge, promoting collaboration amid an era of geopolitical flux. For international journalists, the visit offered an authentic preview of the city’s global dialogue, not confined to trade halls but evident in daily life. The group engaged with entrepreneurs, students, and urban planners, capturing Shanghai’s evolving story of modernization with inclusivity at its core. Stories Beyond Statistics What resonated most was not GDP figures or trade volumes but the texture of local encounters.   Behind every headline lies a human observation — quiet, real, and worth reading. One European reporter observed how the city’s public spaces “invite participation—it’s built for people, not just business.” From sustainable riverfront design to multilingual innovation hubs, Shanghai is writing a narrative that’s both futuristic and deeply human. It’s not a city chasing headlines—it’s a city curating them, through experience. A Global Message from a Local Lens In every conversation, Shanghai reminds the world that openness is its true export. As CIIE 2025  opens its doors, Shanghai reminds the world that influence can be both economic and emotional.  Its success isn’t measured solely in trade value but in the impressions it leaves on those who visit. When journalists from 85 countries return home, their notebooks will hold more than data, they’ll carry a portrait of a city that listens as much as it leads. References  Xinhua. (2025, November 4). Global journalists praise Shanghai’s openness ahead of 8th China International Import Expo. https://english.news.cn   China Daily. (2025, November 4). 91 foreign journalists visit Shanghai landmarks before CIIE. https://www.chinadaily.com.cn   CGTN. (2025, November 5). Shanghai hosts media delegation as CIIE 2025 opens with record participation. https://news.cgtn.com

By: Zenia Pearl V. Nicolas In a captivating keynote session at rockbird media ’s flagship economic summit, the spotlight turned to the Philippines’ evolving economic landscape — revealing a nation full of contradictions, potential, and momentum. Day 2 of the Retail & E-Commerce Summit Asia 2025 at Grand Hyatt BGC opened with a stirring keynote from economist Ronilo Balbieran , who reframed our understanding of retail economics into four essential words: Spending. Production. Employment. Income. These aren’t just economic terms—they’re the very sequence that powers the country’s growth story.  Spending Fuels Growth — But It Starts With Production Spending (money)  is a  sign of confidence. According to the Philippine Statistics Authority , consumer spending accounts for nearly 72% of the country’s GDP. That’s not just a number—it’s a reflection of the population that’s not just consuming, but aspiring.  But spending isn’t magic. It begins with production and this is where global events come in.  “Spending  cannot happen without production,” Balbieran emphasized.“Production slows down, employment contracts. Without employment, there’s no income. Without income, no spending. It’s a loop.” Balbieran explained how Trump-era tariffs and ongoing US-China trade wars slow down global production, making goods more expensive. When global GDP contracts, even resilient countries like the Philippines feel the ripple.  The World Bank  warned that the 2018-2019 trade war shaved off nearly 0.6% from global GDP and sent shockwaves through emerging markets.  The Philippines: A Retail Powerhouse in Asia The Philippines remains an outlier and yet the Philippines stands tall. Why? Because of something no other country has at this scale—its people  abroad. In 2022, OFWs sent home over $36.14 billion—making the Philippines one of the top 5 recipients of remittances globally, according to Bangko Sentral Pilipinas .  That’s where Balbieran’s comment hits: “We have so much extra  cash, even the banks don’t know what to do with it.” He’s right. Banking liquidity in the Philippines is at an all-time high, and local banks continue to report excess reserves despite inflation. The economy also gets a massive boost from Net Primary Income (NPI) from Overseas Filipino Workers (OFW)---estimated at over ₱3.4 trillion, giving the country a unique edge: a steady influx of spending money.  Imports: A Blessing and a Warning   Balbieran also discussed how the country’s construction and tourism efforts–like building with imported steel and cement or feeding with imported food–highlight a dangerous over-reliance on external supply chains. While Balbieran clarified that importing isn’t inherently bad, he warned that dependency weakens local production and worsens trade deficits.  In 2023, the Philippines imported $145.6 billion worth of goods, according to Trading Economics , a significant portion of which was construction materials and food. In addition, in 2024 alone, the Philippines imported over $130 billion in goods. However, the country is not trade-dependent like Singapore, which has  a 320% trade-to-GDP ratio.    Retail & E-commerce: The Brightest Beacons Retail and wholesale now comprise 18.4% of GDP —- the largest share among all sectors —- while Philippine e-commerce recorded a 24.1% growth in 2023, topping the global charts. This reinforces the country’s official reclaiming of the fastest-growing internet economy in Southeast Asia, as cited by the October 2024 e-Conomy SEA report by Google, Temasek, Bain & Company.   “The Lord listened,” Balbieran  joked , “and coffee sales skyrocketed to 93% adoption!” E-commerce may have lagged policy attention, but Filipinos led in usage. “We have 6-year-olds using Gemini AI to do homework,” he laughingly shared, “and platforms are now part of our culture.” Sector That Survived — and Redefined Growth  When the economy slowed during the pandemic, three sectors kept us going: Accommodation and food services Transportation and logistics Other services (weddings, events gatherings) Now in 2025 — an election year — spending and production are accelerating. The economy has not just recovered; it has restructured.    Young Labor Force, Global Demand We boast one of the youngest populations in Asia, with a labor force of 52 million, and a 96.9% employment rate. “Other countries are pirating our skilled workers,” Balbieran noted — because we’re not only hardworking, we’re digitally native, and culturally agile.  While Japan struggles with labor gaps and vacant  homes, the Philippines has become the human capital darling  of Asia.   Labor Market Outlook: High Participation, Room for Upskilling With a labor participation rate of 66.9% and unemployment down to 3.1% the workforce is showing resilience. However, productivity remains uneven — with agriculture and accommodation sectors falling far below national productivity averages. There’s a significant need for digital upskilling and retooling, especially as e-commerce continues to absorb much of the new labor demand.    Logistics, Mobility, and Tourism Rebound Community mobility has surged beyond pre-pandemic levels in parks, malls, and groceries —- signaling renewed consumer energy. Tourism, aided by digital platforms, is also back on track, recovering from a -71.8% dip in 2020 to ₱59.9B in value added by 2023.    Policy Power: What’s Driving the 6–7% Growth Targets Key government acts such as the Internet Transactions Act, CREATE MORE Act, and Tatak Pinoy Act, along with investments in EVs, public-private partnerships, and the “One Town, One Product” initiative, are providing the legislative backbone to support a digital-first, inclusive economy.    Why the World is Watching the Philippines Balbieran’s last words were for entrepreneurs and innovators: “The government doesn’t grow your business—you do. The role of the state is to facilitate. But expansion is your mission.” In a time when global economies are slowing, the Philippines is accelerating.  Our workforce is young and globally in demand.  But beyond the data is the heart of the Filipino: resilient, optimistic, and always moving forward. Balbieran left us with a reminder — that our greatest assets aren’t just remittances or GDP numbers.  Our greatest asset is our people — families that spend, youth that innovate, women that persist, and a nation that adapts faster than any algorithm. This isn’t just economic momentum. This is a revolution — powered by connection, culture, and courage. So if the world is looking for the next global growth story, they don’t need to look far.  It’s already happening — right here in the Philippines.    # rockbirdmedia  #GrowBeyond

By: Zenia Pearl V. Nicolas In a fireside chat that resonated far beyond metrics and marketing models, Kellda Centenno, Chief Digital & IT Officer of Shakey’s  Philippines and Ollie Pangan, Program Director of AboitizPower sparked a dialogue that redefined what loyalty means in today’s emotionally-driven consumer landscape. The Core Question: Are We Invoking Emotions—or Just Delivering Features? At customerX 2025, Kellda opened the floor with a crucial reflection: “If you’re delivering a functional promise, what kind of emotion are you actually giving your customers—satisfaction or frustration?” This set the tone for a discussion that delved into how brands must move from transactional to transformational. Ollie followed with a bold truth: “We have to stop pretending that loyalty works the way it used to – IT DOESN’T”. Backed by data, Ollie noted that 70% of loyalty programs fail, and those who redeem the most are often the first to walk away. Why? Because most programs are built on points—not people. From Points to People: Designing Loyalty That Honors the Filipino Consumer As the conversation deepened, Ollie highlighted a cultural truth often missed in loyalty program designs: “Filipinos don’t necessarily want more rewards – they want to be understood.” This emotional insight cut straight to the heart of the discussion. Loyalty, in the Philippine market, isn’t built on gimmicks or games. It’s built on genuine recognition. Ollie continued: “Stop designing points. Start designing people.” It’s no longer enough to reward customers for purchases. The most effective loyalty programs today are those that: Give meaningful feedback loops Drive real brand engagement And most importantly, honor and recognize people—not just because they bought something—but because they chose to connect with you. This shift from transactional mechanics to human-centered design is what makes the difference between a program that fades and a brand that stays. Kellda shared how Shakey’s Supercard program transcends simple rewards by reducing friction, personalizing communication, and making frequent guests feel genuinely valued. “It’s that feeling of: ‘ Oh, thank you for thanking us ,” she shared. These emotional gestures translate to increased spend, repeat visits, and deeper loyalty—not because of discounts, but because customers feel seen and celebrated. Loyalty as Behavior, Not Transaction Ollie challenged the audience to reconsider what loyalty truly is: “It’s not transactional – it’s behavioral.” During the Q&A, a delegate asked: “What should companies consider if they’re just starting to embark on a loyalty program?” Kellda answered with grounded, strategic advice: “Think about what you want to reward – frequency of visits, amount spent, or something else that truly matters to your business. Then you can build your program around that.” She added that it’s crucial to design around value, not just points, and to understand the real cost behind each element of the program. Then Ollie followed up with a deeper, more personal reflection—one that shifted the conversation entirely. “What’s loyalty to you? Define loyalty. Who do you want to be loyal to you?” He encouraged brands to go beyond the usual tactics and take a long, honest look at their own identity: What kind of product are you putting into the market? What kind of experience are you offering? Why should someone stick with you—not just in good times, but through the ups and downs? “You’re not just asking people to be loyal — you need to be worth staying loyal to,” he said.  In a world full of options, loyalty becomes less about perks and more about purpose.  It’s about being a brand that people can rely on—through thick and thin. Key Takeaways that are worthy to remember: Loyalty isn’t just about retention—it’s about recognition and relevance. Ditch the points system if it doesn’t serve your customer emotionally. Programs that combine functionality with empathy will outlast any discount model. Value is not always about price—it’s about meaning, memories, and moments. In a world chasing conversions, this chat was a reminder to chase connections. In today’s fast-paced world, where metrics often matter more than meaning and conversations are chased like trophies, this conversation grounded us in something deeper—something timeless. It reminded us that loyalty is not a transaction. It’s a relationship. It’s built not on points or perks, but on presence, on purpose, and on the promise that you’ll still be there —not just when it’s easy, but especially when it’s hard.  So as we all work to build better brands, may we remember: the real win isn’t just gaining attention. It’s earning affection. It’s being the brand that feels like home, where people return, not because of discounts, but because they feel seen, heard, and valued.  Because in the end, people won’t remember the price they paid. They’ll remember how you made them feel.  Let’s stop chasing just conversations—and start choosing connections.

By: Zenia Pearl V. Nicolas   In a world where the pace of transformation outpaces tradition, Teejay Gonzales , Head of HR Operations Transformation of Zuellig Pharma stepped onto the hrX 2025 stage not just to present — but to provoke reflection, ignite action and inspire every HR leader in the room to ask: “How fast can we go there?” With a refreshing blend of storytelling, strategy and subtle wit, Gonzales’ keynote, “Transforming HR for the Hybrid Workforce,” peeled back the layers of what it truly means to lead HR operations in a dynamic, digitally evolving world.    From Product to Experience: The Unboxing Truth “Raise your hand if you’re excited to go on vacation,” Teejay opened — a light moment that set the tone for a deeper message: in HR and beyond, it’s not the product, but the experience that defines value.  Using ASMR unboxing and iPhone packaging as metaphors, he pointed out how great founders obsess over every detail of a journey — not just the destination. Much like the customer experience, HR must also deliver a seamless, emotional, end-to-end journey. “The back of the fence is just as important as the front.” – Steve Jobs, as quoted by Gonzales   Anticipation Is the Future of HR Utility Customer experience has many definitions. But for Teejay, it starts with one powerful world: Anticipation. Referencing Anticipated Utility, a concept from behavioral economics, he applied this directly to HR: “Employees don’t just remember what they experienced —- they anticipate how your systems will make them feel.” This insight reframes HR from a reactive department to a proactive experience designer, responsible for shaping emotional expectations at every touchpoint.    Standardization, Not Stagnation “We’ve deployed so many HR systems, but the processes have remained the same.” It was one of the most hard-hitting truths of his talk. Gonzales challenged HR leaders to stop glorifying outdated tools like Excel and Powerpoint in a world where AI and digital tools are already accessible.  He emphasized: Standardizing end-to-end HR processes to ensure efficiency and consistency Focusing on seamless, employee-centric workflows to drive organizational success Harnessing digital HR to personalize the employee journey — not just automate it HR is Not the Dumping Ground — it’s the Frontline In one of the most memorable slides, he boldly declared:     “If no one wants to do it, give it to HR.” The line drew laughter — but also quiet recognition from the audience. HR has long been the fallback department. But Gonzales flipped the script: this isn’t a burden; it’s an opportunity. “HR can say no,” he reminded the crowd, affirming the power and agency HR leaders hold in shaping culture, accountability and transformation.  The Belief Systems That Keep Us Stuck Teejay challenged the room to interrogate old belief systems: “We tend to do things without even knowing why — especially in HR.” He emphasized the importance of preserving institutional memory and keeping people who know the history — not for nostalgia, but for knowledge continuity.  “They know more than us, and we need them for the journey ahead.” Be the Big Dog Perhaps the most personal moment came when Gonzales shared a story from a town hall with his new boss. A room filled with 50 people, nervous to be late. When asked what department they were from, someone whispered: “We’re from HR” His boss responded with firm encouragement: “Be the big dog.” Stop hiding. Start leading.  This moment wasn’t just motivational – it was a wake-up call for every HR professional to take space, own the narrative and drive strategic transformation across their organizations.   How Fast Can We Get There? Teejay Gonzales didn’t offer a roadmap. He offered something better — a compass. In a hybrid world, HR is no longer the quiet department at the back of the room. It is the engine of anticipation, the guardian of experience and the catalyst for innovation. The final question he left us with wasn’t “What should we do?” It was:  “Now that we know what’s possible.. How fast can we go?”

By: Zenia Pearl V. Nicolas A Breath Before the Breakthrough The hrX 2025 stage was filled with forward-thinking leaders, AI breakthroughs and cultural reinventions—but when Cat Triviño of MindNation took the stage, she did something radically simple: “Let’s begin with a breath.” It was quiet. Then a collective inhale… and exhale. In that moment, the entire ballroom remembered: we cannot solve the future of work without first honoring the people in it. And that starts with their mental health—something often overlooked in fast-paced, output-driven environments, especially in the Philippines. The Invisible Battle Inside Filipino Workplaces Cat began by painting a picture not just with words, but with real, sobering data: In 2024 alone, 3 in 5 Filipino employees are quietly struggling at work.  An average of 2.1 productive hours are lost per employee per day due to mental stress. Only 4% actually seek professional help—many out of fear, shame or cultural barriers. Her slides showed more than statistics. They mirrored the silent suffering of employees who smile through stress, who power through burnout, who never say “ I need help ” because they’re afraid to be seen as weak.  “Mental health in the Filipino context is not just a personal issue—it’s cultural,” Cat said.“We behave as a unit. When one struggles, the whole family, the whole team, feels the weight.”  From Awareness to Access: MindNation’s Mission MindNation is on a mission to destigmatize mental health and make care accessible, affordable and deeply Filipino. Not everyone needs therapy—but everyone needs a space to feel seen, safe and supported.   She introduced their key solutions: The MindNation SOS—an emergency check-in system The 8-Minute Connect—a  powerful yet short mental reset A mobile-first approach for anyone who needs someone to talk to—now   “We’re not replacing therapy—we’re meeting people where they are,” she explained.“Sometimes you don’t need a diagnosis. Sometimes you just need someone to listen.” From ROI to ROI 2.0: Return on Intention One of Cat’s most striking slides redefined ROI—not as Return on Investment, but as Return on Intention. She challenged companies to ask themselves: Are your people mentally and emotionally safe at work? Are your leaders trained to listen, not just lead? Is your culture truly human-first—or is it just a poster on the wall? By fostering psychological safety and mental support, companies actually reduce absenteeism, increase productivity and create loyal, engaged teams. But more than that—they create organizations worth being part of. Mental Health is a Leadership Imperative “HR isn’t just HR anymore,” Cat declared. “They’re the frontliners of wellbeing.”   Her deck illustrated this truth: managers and mid-level leaders hold the key to company culture.  When they advocate for mental health, the entire organization shifts. When they stay silent, the silence spreads. To break the stigma: Start with education, not judgement Empower teams with tools, not pressure Normalize asking for help by modeling vulnerability   The Filipino Flavor of Mental Health In her closing slides, Cat leaned into a unique insight: mental health strategies must be culturally rooted. “Western models don’t always work here,” she said. “Filipinos deal with ‘ hiya ,’ with collective identity, with financial stress at the center of everything.” Her approach? Build tools around the truth: Finance is the #1 stressor for Filipino employees Many fear being labeled or losing face Mental health isn’t weakness—it’s a strength when supported right From Isolation to Intention Cat ended not with a call to action—but a call to care. Because when employees feel they matter, they rise. When they feel safe, they grow. When they are cared for, they give more than their tasks—they give their hearts.   “Even if we start alone,” she said, “we have to start somewhere.”  At hrX 2025, Cat Triviño and MindNation reminded us that the next workplace innovation isn’t in software or automation—it’s in compassion, connection and the courage to put people first.   Because mental health isn’t just a side issue. It’s the soul of your organization.

Zenia Pearl V. Nicolas   As the customer experience (CX) space evolves in the age of AI, it’s no longer just about building faster systems, it’s about building more authentic relationships.  During the  CustomerX: CX Unbound  event held at Grand Hyatt BGC, Kulachart Ngernpermpoon, Country Manager of Genesys  for the Philippines and Indo-China, offered a grounded but forward-thinking take on where CX is headed: a future where human empathy and smart automation coexist at scale. “Every day we talk about using technology to reach the outcome, but it really starts with how we set the goal: not just for efficiency, but for ease, personalization and connection,” Kulachart shared.  From massive enterprises to growing startups, organizations across Southeast Asia are asking the same question: How do we craft customer journeys that feel human in a world that’s increasingly digital?  According to Kulachart, the answer isn’t just in better tools, it’s in better intentions.    Striking the Balance: Smart Automation + Real Connection In today’s environment, customers want quick, seamless solutions but not at the expense of authentic service. Kulachart emphasized that setting the right goal is critical.  Companies must think beyond efficiency. “It’s not just about cutting costs, it’s about creating value for the customer, employees and the company itself. That’s when insights flow, loyalty builds and everyone wins.” By embedding empathy into design thinking and harnessing AI to anticipate customer needs, businesses can shift from reacting to truly understanding.   The Power of Accessible AI in the Philippines When asked about regional trends, especially in the Philippines, Kulachart expressed optimism.  “The playing field is changing. AI is now more accessible, even for smaller businesses. Companies can now adopt solutions without huge upfront investments. It’s more flexible, scalable and democratized.” This shift enables not just better CX but also improved employee experience . “With more control in the hands of teams, brands don’t need to wait for system integrators to evolve. They can drive change on their own terms.    Personalization at Scale: A Promise You Can Keep Kulachart discussed how today’s brands are navigating an ecosystem that is mobile, fast and decentralized. Yet customers still crave experiences that feel personal. “The channels are more digital now, but so are the insights. With the right AI and mobile tools, you can understand your customer’s preferences, behavior and context in real time.  You’re not just solving a problem, you’re building a connection.” This data-first, empathy-driven approach to personalization empowers brands to stay true to their promise —even as they grow.    Where Technology Ends, the Human Journey Begins For Genesys , participating in  CustomerX isn’t just about sharing thought leadership, it’s about co-creating a future of better experience design. “This is my second CustomerX event and I’m truly grateful. It’s not just a platform, it’s a community. We look forward to more opportunities to collaborate and learn,” Kulachart shared. In a business world obsessed with speed and scale, it’s easy to forget the quiet power of being understood. But through this conversation with Kulachart Ngernpermpoon, one thing becomes crystal clear: the future of customer experience isn’t just about how fast we can respond, it’s about how deeply we can connect. At its core, customer experience isn’t a dashboard metric. It’s that moment when a customer feels seen, heard and valued, whether they’re solving a problem, making a purchase or simply teaching. Genesys doesn’t just build systems. It helps companies remember  what it means to be human in a digital world. Because behind every chatbot, every contact center, every line of code—there is a person seeking a little more ease, a little more care and a little more trust. And when brands choose to show up with empathy, clarity and intent, they don’t just earn loyalty. They build relationships that last. This isn’t just the future of CX. It’s the future of business.  And maybe, it’s the future we’ve been waiting for.