AI is reshaping customer experience (CX) across APAC, empowering brands to create personalised, culturally relevant, and secure interactions that resonate deeply with diverse audiences. AI customer experience in APAC is a game changer in the industry.

TL;DR

• AI is transforming CX in APAC by enabling brands to deliver experiences that feel both personalised and culturally relevant, boosting engagement and building trust.
• Personalisation: Brands that understand local tastes and customise experiences to meet those expectations consistently see greater engagement and loyalty.
• Multilingual Chatbots: AI-powered chatbots remove language barriers, enhancing customer satisfaction and retention​
• Gen Z-Focused Campaigns: TotallyAwesome’s AI-driven ads connect with Gen Z on privacy and authenticity, improving engagement by up to 35%​
• Visual Search & Dynamic Pricing: Rakuten’s visual search boosts transactions by 5%, and AI-driven pricing aligns offers with local events
• Enhanced Security: AI-driven fraud detection ensures secure transactions, building trust in mobile-first APAC markets

How AI is Transforming CX Across APAC

If one thing’s become crystal clear in running a successful business today, it’s this: customer experience (CX) isn’t just a box to tick—it’s the heartbeat of any brand. In the AI customer experience APAC industry, this is more relevant than ever.

In APAC, with its cultural variety and many languages, people expect brands to genuinely get them, speak their language, and offer real value. So, for business leaders, marketers, and media strategists here, the question isn’t if AI should play a role in CX—it’s how to make it resonate with audiences.

From hyper-personalised campaigns to seamless multilingual support, AI is empowering brands to connect more deeply with APAC audiences.

Here’s a look at how AI is shaping CX across the region—and where it’s heading.

Personalisation That Hits Home

Brands that understand local tastes and customise experiences to meet those expectations consistently see greater engagement and loyalty. According to Accenture, personalised experiences can increase customer satisfaction by up to 30%, particularly in markets with a high emphasis on relevance, such as Japan, South Korea, and Singapore, proving the potential of AI in customer experience APAC.

Example – APAC Ecommerce Personalisation: AI-powered recommendations based on browsing history, demographics, and past purchases have significantly increased customer satisfaction. Studies report up to a 30% boost in satisfaction and loyalty among users who experience tailored shopping journeys, particularly in mobile-driven markets like Japan and Singapore.

Chatting in Their Language

With APAC’s linguistic diversity, AI-powered chatbots have become vital for connecting with customers. Conversational AI in the telecom and e-commerce sectors offers 24/7 multilingual support, removing language barriers and enhancing satisfaction. Research shows that native language support reduces churn by up to 15% in markets where language accessibility is critical​, which emphasises the importance of AI customer experience in APAC.

In APAC, language is more than just a tool—it’s a critical factor in building brand loyalty and trust.

Culturally Tuned Campaigns for Gen Z

Gen Z is big on authenticity, privacy, and relevance, and AI helps brands deliver on these fronts. TotallyAwesome’s advertising platform connects with younger audiences in APAC by delivering culturally tuned, privacy-compliant campaigns that resonate with Gen Z values.

Visual Search That Feels Like Magic

Visual search is transforming the shopping experience, especially in APAC’s mobile-first markets. Rakuten’s AI-powered visual search feature on Rakuten Fashion allows customers to upload images and find similar products instantly, resulting in a 5% boost in search-related transactions. This intuitive shopping tool is redefining convenience and aligning with APAC consumers’ visual engagement preferences.

Dynamic Pricing That Feels Right

Effective localisation in APAC goes beyond language—it’s about aligning pricing with cultural events and real-time demand.

Real-Time Sentiment Monitoring

AI’s sentiment analysis tools help brands gauge customer emotions as they happen, enabling campaign optimisation in real time. Data-driven responsiveness ensures each interaction feels meaningful and aligned with audience sentiment​.

Example – Adobe Sensei: Adobe’s AI platform analyses customer sentiment across social media, reviews, and surveys. By identifying sentiment trends, Adobe uses these insights to tailor marketing efforts and improve customer satisfaction, creating more personalised experiences in digital interactions.

Hyperlocal Content That Hits Home

Hyperlocal content, powered by AI, strengthens connections by aligning with regional preferences. For instance, streaming platforms in APAC use AI to recommend culturally popular content like K-dramas in Southeast Asia or anime in Japan.

Securing Digital Payments

With the rise of mobile payments in APAC, AI-driven fraud detection has become essential for secure transactions. Digital wallet providers in the region are using AI to flag suspicious activity, boosting user confidence in the safety of their transactions. This security, powered by AI, reduces fraud risks and retains customers by providing a reliable payment experience

Example – HSBC’s AI Fraud Detection: HSBC applies AI-based security measures to analyse customer transaction patterns, flagging suspicious transactions in real time. This approach has helped reduce fraud across APAC, as the bank leverages AI to monitor for anomalies in transactions and proactively secure customer accounts. By monitoring trends and identifying outliers, HSBC’s system protects against fraudulent activity, ensuring a secure experience for mobile-first APAC customers.

Looking Ahead: The Future of AI in CX

AI isn’t just enhancing CX in APAC—it’s reshaping it. From hyper-personalisation to real-time sentiment monitoring, AI lets brands connect in ways that feel genuine and relevant. As AI continues to evolve, we can expect even more from trends like generative AI for hyper-personalisation and predictive analytics to anticipate customer needs faster, representing the future of AI customer experience APAC.

Comment and Share

What role do you see AI playing in your CX strategy? And what’s the biggest challenge for adopting these technologies in APAC? Share your thoughts below—I’d love to hear how others are embracing these changes. And don’t forget to subscribe for updates on AI and AGI developments.

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TL;DR

• Gen Z is driving the evolution of marketing in Southeast Asia, with a preference for personalised, authentic experiences across platforms like gaming and social commerce.
• AI-powered platforms, such as SQREEM Technologies and TotallyAwesome, enable brands to engage Gen Z without relying on invasive tracking, using behavioural insights instead.
• Values-driven consumerism is key, with Gen Z seeking brands that align with their values, especially around sustainability, authenticity, and social responsibility.
• Rewarded video ads and personalised social commerce are effective tools for engaging Gen Z, allowing brands to connect in ways that add value without disrupting the user experience.
• Trust and privacy are paramount—Gen Z expects brands to be transparent about how they use AI, with a growing demand for experiences that respect privacy.

Gen Z: Redefining Mobile Marketing in Southeast Asia

There’s no denying it: Generation Z is reshaping how brands connect with consumers, especially on mobile.

In Southeast Asia, where mobile penetration continues to rise, Gen Z is driving a shift in how we approach advertising. Whether through mobile gaming, social commerce, or general mobile use, brands that understand this generation’s behaviour are well-positioned to capture their attention. And to do this effectively, AI has become a crucial tool.

In this article, we’ll explore this in more detail and explore how brands can leverage AI-powered platforms like SQREEM Technologies and digital contextual marketing solutions like TotallyAwesome to stay ahead in this competitive market – all the while keeping the Gen Z’s user privacy intact.

Understanding Gen Z in Southeast Asia

Gen Z, born between the mid-1990s and early 2010s, is the first generation to grow up fully immersed in technology. In Southeast Asia, where mobile penetration is above 76%, this generation is spending more time on mobile devices than ever before, whether gaming, streaming, or engaging with brands.

Short-form video is also a major trend with Gen Z, with platforms like TikTok leading the charge, as seen in the latest GWI data, which highlights a sharp rise in short-form video consumption, particularly for sports.

Singaporean Gen Zs: How AI and Digital Marketing Shape Their Experience

Singaporean Gen Zs stand out for their high engagement with digital platforms. Despite representing just 1% of Southeast Asia’s population, Singapore contributes 23% of Grab’s revenue, underscoring the strong digital engagement of its consumers.

Additionally, 69% of Asian Gen Zs feel uncertainty is detrimental to their mental health. As such, brands that create community, emphasise well-being, and promote authentic interactions will resonate more strongly with Gen Z.

How AI Can Help You Reach Gen Z Without Invasive Tracking

One of the most important things to highlight is that neither SQREEM Technologies nor TotallyAwesome relies on PII (personally identifiable information) or cookies to deliver personalised experiences. Both companies use AI to analyse behavioural signals that allow for deep personalisation without the need to collect sensitive data. This is crucial when marketing to Gen Z, a generation that values privacy and expects transparency from brands.

Gen Z’s preference for values-driven consumerism and their need for authenticity have made it necessary for brands to build relationships based on trust. AI allows companies to personalise their communication without sacrificing privacy or trust, maintaining alignment with Gen Z’s values.

1. AI-Driven Personalisation for Mobile Marketing

Gen Z expects brands to understand their preferences and deliver experiences tailored to them. AI is what enables that level of personalisation without relying on invasive tracking methods. Platforms like SQREEM Technologies analyse behavioural patterns and deliver ads that resonate—at exactly the right moment. This allows brands to connect with their audience without sacrificing trust or privacy.

2. Rewarded Video Ads: Adding Value Without Disruption

Let’s face it—Gen Z is savvy, and they’re not fans of ads that interrupt their experience. That’s why rewarded video ads have become a smart, non-intrusive way to engage this generation. AI helps predict the best moments to serve these ads, making sure they feel like a natural part of the mobile experience.

3. AI-Powered Social Commerce

Gen Z doesn’t just engage with content—they also shop directly within mobile apps. AI is revolutionising social commerce by predicting purchasing behaviour and creating personalised shopping experiences. With tools like those provided by TotallyAwesome, brands can offer products that align perfectly with Gen Z’s interests, right within the apps they already use.

Measuring Effectiveness: AI’s Real Power

1. Real-Time Data for Smarter Decisions

When it comes to measuring the success of campaigns, impressions and clicks only tell part of the story. AI provides deeper, real-time insights into how Gen Z interacts with your brand across different platforms. SQREEM Technologies tracks behaviours across mobile, social, and gaming environments, giving brands a holistic view of their impact.

2. Cross-Channel Integration

Gen Z is constantly shifting between platforms—from gaming apps to social media and back. AI helps brands track these interactions seamlessly across multiple touchpoints, ensuring consistent messaging and engagement.

AI-Driven Trends to Watch

1. Playable Ads and Interactive Experiences

AI is making interactive ads, like playable ads, even more engaging. These ads allow users to interact with a product or service in a game-like environment before downloading or purchasing it. For Gen Z, who craves control and interactivity, AI-driven playable ads offer a fun, non-intrusive way to explore new products.

2. Virtual Goods and NFTs

AI is also helping brands navigate the growing world of virtual goods and NFTs. By predicting which digital products will resonate most with Gen Z, AI is helping companies create exclusive virtual items that tap into their interests—whether in mobile games or social platforms.

The Future of AI and Gen Z: Building Authentic Connections

AI is transforming how we engage with Gen Z, especially when it comes to mobile marketing. Platforms like SQREEM Technologies and TotallyAwesome are using AI to deliver hyper-personalised, non-intrusive experiences—without relying on PII or cookies. This approach aligns perfectly with Gen Z’s expectations for privacy and personalisation.

As AI continues to evolve, so too will our ability to meet Gen Z exactly where they are—on their mobile devices, across games, social platforms, and beyond.

Comment and Share:

How will your brand adapt as AI reshapes Gen Z’s expectations for personalised, meaningful interactions—and do you feel you need AI to do this yet? Share your ideas and experiences with AI and AGI technologies in the comments below. And don’t forget to subscribe for updates on AI and AGI developments.

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• Or find out more about Adrian Watkins by tapping here.

TL;DR:

• Meta is introducing new AI tools for advertisers to create and edit videos.
• These tools will turn static images into video ads and automatically adjust video sizes.
• Over 15 million ads were created using Meta’s generative AI tools last month.
• Facebook and Instagram users now spend 60% of their time watching video content.

In a groundbreaking move, Meta Platforms Inc. is set to revolutionise the advertising landscape with the introduction of new artificial intelligence tools. These tools are designed to help advertisers create and edit videos more efficiently, catering to the growing trend of video consumption on Facebook and Instagram. This development underscores Meta’s commitment to leveraging AI to enhance user experience and boost advertising capabilities.

The Rise of Video Content

Video content has become a dominant force on social media platforms. According to Meta, Facebook and Instagram users now spend 60% of their time watching videos. This shift in user behaviour has prompted Meta to invest heavily in video-centric features. The company is introducing a new video feed on the Facebook app, allowing users to watch videos in full-screen mode. This feed will combine short-form videos called Reels, livestream content, and longer-form videos, providing a seamless and immersive viewing experience.

Meta’s AI Tools for Advertisers

Meta’s new AI tools are set to transform the way advertisers create and manage video content. Here are some key features:

• Generative AI for Video Creation: Advertisers can now use generative AI to turn static images into engaging video ads. This feature will significantly reduce the time and effort required to create compelling video content.
• Automatic Video Editing: The tools will also allow marketers to edit and adjust the size of video ads automatically. This ensures that ads are optimised for different platforms and devices, enhancing their effectiveness.
• Text and Image Generation: Meta already provides tools for automatically creating text and images for ads. These capabilities, combined with the new video features, offer a comprehensive suite for advertisers to create impactful campaigns.

The Impact of AI on Advertising

The integration of AI into advertising is not new for Meta. The company has long used artificial intelligence to help brands find and target their ideal customers. Last month alone, advertisers created over 15 million ads using Meta’s generative AI tools. This highlights the growing reliance on AI to streamline advertising processes and improve outcomes.

The Future of Video Advertising

The new AI tools are part of Meta’s broader strategy to increase user engagement and ad revenue. By making it easier for advertisers to create and manage video content, Meta aims to attract more businesses to its platforms. The company’s push into video aligns with the global trend towards video consumption, positioning Meta at the forefront of digital advertising innovation.

Prompt: Creating a Video Ad with AI

Rationale: To demonstrate the power of Meta’s new AI tools, let’s consider a prompt for creating a video ad. This prompt will help advertisers understand how to leverage generative AI to transform static images into engaging video content.

Prompt: “Create a 15-second video ad for a new line of eco-friendly products. Use the static image of the product and add a voiceover that highlights the product’s benefits. The video should end with a call-to-action encouraging viewers to visit the website for more information.”

The Role of AI in Enhancing User Experience

AI is not just about making advertising easier; it’s about enhancing the user experience. By providing tools that create more engaging and relevant content, Meta is ensuring that users have a better experience on its platforms. This, in turn, increases user engagement and satisfaction, leading to more time spent on the apps and more opportunities for advertisers.

Embracing the Future of Advertising

Meta’s new AI tools represent a significant step forward in the world of digital advertising. By leveraging generative AI to create and edit video content, advertisers can reach a wider audience more effectively. The future of advertising is here, and it’s powered by AI.

Comment and Share:

What do you think about Meta’s new AI tools for video advertising? How do you see AI shaping the future of digital marketing? Share your thoughts in the comments below and subscribe for updates on AI and AGI developments.

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• To learn more about Meta’s Ai tools for advertisers, tap here.