Technology

Only 10% of Businesses Are Ready to Become Experience-Orchestrated, Highlighting Lack of Personalisation

Published

2 years ago

November 29, 2024

Commoditisation and similarity of products and services with competitors will have the most significant impact on how businesses deliver customer experiences over the next two years, according to the latest IDC InfoBrief commissioned by AffinidiHowever, businesses who are looking to hyper-personalise their products as a competitive differentiator are facing several obstacles in addressing the privacy-personalisation dilemma, with 56% of them highlighting data collection and management to be a key challenge.To truly enhance customer experiences through more personalised insights, they must transform into experience-orchestrated (X-O) businesses for meaningful data value exchange with customers.Key pillars of X-O business success enabled by Holistic Identity management – a comprehensive way to manage a customer’s digital identity across multiple platforms based on consent, transparency, and trust.

SINGAPORE, Nov. 29, 2024 /PRNewswire/ — Affinidi, a Singapore-based data and identity management company, has released ‘Unlocking Customer Value as an Experience-Orchestrated (X-O) Business’, an IDC InfoBrief commissioned by Affinidi that explores the challenges that digital-native businesses (DNBs) are facing when driving meaningful data value exchange with customers, and the strategies that can help overcome them. Findings within the InfoBrief are based on the latest IDC Affinidi DNB 2024 Survey, which polled businesses in five countries – Singapore, India, Australia and New Zealand (ANZ), and North America.

Businesses worldwide are now facing even more pressure to deliver greater experiences. Commoditisation and similarity of products and services with competitors will have the most significant impact on how organisations deliver customer experiences over the next two years, according to IDC’s Future of Customer Experience Survey 2023.

With the intensifying competitive landscape, the ability to offer hyper-personalised customer interactions has become a key differentiator and is very much expected by customers. To outpace these market disruptions, businesses must be digitally adaptive, agile, and resilient by elevating the level of customer experiences.

Asian Businesses Face Urgent Need to Hyper-Personalise Customer Experience, Catching Up to Western Counterparts

58% of the businesses surveyed seek to differentiate themselves by prioritising hyper-personalised products and services to deliver greater customer value. This level of personalisation goes beyond the previous field-level personalisation seen in the market, which is no longer sufficient to act on customer needs and deliver a proactive CX in real time.

At present, companies in mature markets such as North America and ANZ are already prioritising hyper-personalised products and services due to heightened competition, ranking this their highest business priority.

Meanwhile, Asian businesses, more specifically in Singapore and India, are placing priority on profitable growth instead, with personalisation as their lowest business priority. Nonetheless, as hyper-personalisation is becoming increasingly essential in customer acquisition and retention, serving as a key tenet of profitable growth, Asian companies will similarly be shifting more attention towards value outcomes through personalisation.

According to IDC’s prediction, Asian companies will focus more on value outcomes in the coming years, and personalisation will become their top priority to combat the intense competition. By 2027, to differentiate and drive loyalty, 30% of Asian organisations will undergo structural and technological changes to deliver value outcomes, shifting focus from providing experiences to value parity.

Navigating the Privacy-Personalisation Dilemma

While more organisations are casting the spotlight on the importance of harnessing the true power of their customer data to elevate experiences, there remains a striking gap. The same survey shows that only 33% of businesses can anticipate their customers’ needs and drive value-centric, highly personalised services.

This can be highly attributable to the hurdles in data collection, where 56% of businesses highlighted that data collection and management forms the main challenge. Such figures are set against a backdrop where cyberattacks and data breaches are on the rise and harder to prevent. End-users are becoming more cautious of the data they share with companies; only when a business has earned the customers’ trust do they then feel comfortable enough to share more data.

Customers face a dilemma: the desire to get personalised experiences — essentially, value; while at the same time, discerning how much data they should share to achieve such a goal. Thus, businesses must navigate the fine line between delivering tailored experiences and proving they can protect customers’ personal data.

While there are existing data protection regulations, such as the General Data Protection Regulation (GDPR) in Europe, Digital Personal Data Protection (DPDP) Bill in India, and Personal Data Protection Act (PDPA) in Singapore, 59% of businesses surveyed indicated that they still struggle with security concerns from customers during the registration process.

Embarking on the X-O Business Journey – Data is Core

In order for businesses to effectively leverage experience as a competitive differentiator, they must transform into experience-orchestrated (X-O) businesses, with data as the linchpin for success. An X-O business can effectively leverage all aspects of its organisation, spanning processes, applications, and channels, to create a meaningful value exchange through data between its internal and external stakeholders.

To become X-O, businesses must not only be transparent with data collection practices in order to collect data and earn customer trust, but also – upon collection of data – have the ability to share it through a high level of system integration and interoperability to unlock the power of the acquired data. Key pillars to unlocking customer value in becoming an X-O business include focusing on:

Connections across people, systems, applications, data, and processes. Such integration begins with a single customer view (data layer), which will power analytics and insights, and cross-functional collaboration.Culture that embraces AI and focuses on outcomes, not just outputs.Intelligence is data interpreted in context. Building and maintaining trust is the biggest obstacle in leveraging AI. Without trust, this intelligence pillar will crumble.Actions through engaging with stakeholders – customers, suppliers, partners, and employees – via active listening and bringing together relevant data into an active portfolio of insights.

As such, businesses need to evaluate their current maturity across these key pillars, identify gaps in the current experiences being delivered, and link their next steps to executable actions, to ensure performance is matching stakeholders’ expectations.

The era of AI everywhere has further accelerated customers’ expectations; survey results highlight that keeping up with changing customer demands is the biggest challenge for businesses to overcome when delivering customer value. To particularly compete in today’s world, businesses must strive to adopt X-O practices to effectively outpace their competition.

Recognising this, however, only 10% of businesses surveyed across India, Singapore, ANZ, and North America have reached the most advanced stage in their journey toward becoming an X-O business. This is primarily due to the lack of a unified customer view; to meaningfully engage customers, businesses must be able to unlock — through a unified customer view — the value of customer data sprawled across siloed data sources and applications in the enterprise. The key challenges of a unified customer view include:

Data Fragmentation: Many businesses struggle to unify customer data stored in disparate systems, which hinders their ability to offer truly personalised experiences.Evolving Data Privacy Regulations: With countries implementing more stringent privacy laws, companies face increasing complexity in managing data across different jurisdictions.Scalability: Inability to keep up with data maintenance and security demands as business scales, attributable to lack of real-time customer data as individuals may not feel comfortable to share personal information with organisations, due to minimal trust.

Embracing Holistic Identity For X-O Business Transformation

To address these challenges and become an X-O business, organisations must adopt holistic identity management solutions, which provide a secure, trust-based, privacy-first approach to data collection and management. This includes identity verification, seamless onboarding, secure communication, and consent management services. Affinidi’s Holistic Identity framework enables companies worldwide to manage customer data across multiple platforms, allowing for seamless integration while ensuring that privacy is protected. As data privacy regulations become more stringent, businesses need solutions that simplify compliance while maintaining customer trust and data security.

By leveraging Affinidi’s product offerings, businesses can effectively manage customers’ consent preferences, enhance levels of personalisation, improve identity resolution and trust for transactions requiring authentication, communicate securely, and boost operational efficiency and business growth. These solutions ensure compliance with regional data protection regulations while empowering customers with greater control over their data – making it possible for businesses to deliver personalised experiences without compromising privacy, security, and trust. Affinidi’s approach enables businesses to break down data silos, integrate and translate them into greater insights from multiple sources, and deliver secure, seamless and enhanced customer experiences.

“Turning X-O will be pivotal for businesses to stay competitive in today’s digital landscape. It is no longer about just acquiring data, but also knowing how best to utilise it to cater to customers’ needs and preferences. HI provides the scalability and flexibility businesses need to meet growing personalisation demands, while ensuring their customers feel secure, valued, and in control of their personal information –fostering long-term customer loyalty and reducing data-related risks,” said Glenn Gore, CEO of Affinidi.

Affinidi is leading a global movement to return data ownership to individuals through its Holistic Identity concept, and in turn, enabling businesses to become X-O minded with the tools and technology they need to stay competitive.

To read the full IDC Infobrief commissioned by Affinidi, ‘Unlocking Customer Value as an Experience-Orchestrated (X-O) Business’, visit here. For more information on Holistic Identity, do visit our website.

About Affinidi

Affinidi is a data and identity management company founded by Temasek in 2020 that aims to revolutionise data ownership for good through its Holistic Identity concept. Globally anchored in Singapore and supported by strategic hubs in Berlin, Ukraine, and Bangalore, Affinidi seeks to empower individuals, and enrich developers and businesses through its consent-driven and privacy-preserving solutions, rooted in trust and security.

The Holistic Identity concept encompasses the complete spectrum of discovering, collecting, sharing, storing, and even monetising one’s data in the digital world. Affinidi adopts an unwavering user-first approach, providing innovative developer tools with a ‘privacy-by-design’ philosophy within every layer of their tech stack. It emphasises and executes an end-to-end network trust known as the Affinidi Trust Network, underpinning a data environment that is secure and inherently interoperable. This commitment to decentralised identity management transcends borders and industries.

Affinidi is actively pioneering the #ReclaimYourData movement through advocacy, partnerships, and education. Find out more here: https://www.affinidi.com.

Source:

1. IDC InfoBrief commissioned by Affinidi, ‘Unlocking Customer Value as an Experience-Orchestrated (X-O) Business’, Doc #AP242492IB, September 2024.

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Technology

Agoda: Batam and Phu Quoc See More Than 200% Rise in School Holiday Travel Interest from Indonesian Families

Published

56 minutes ago

June 3, 2026

SINGAPORE, June 3, 2026 /PRNewswire/ — Ahead of the upcoming school holidays, Agoda data shows Indonesian travelers planning a wide mix of domestic and international trips, from island escapes to city breaks and nature retreats. Accommodation searches for destinations such as Batam and Phu Quoc rose by more than 200% compared to the same period last year.

School holidays remain one of the key travel periods for Indonesian families, and this year travelers are combining meaningful journeys with leisure experiences.

International destinations are seeing a rise in interest

Beach and island escapes continue to see strong interest, with destinations such as Phu Quoc Island in Vietnam recording a 224% increase, reflecting rising interest in accessible, visa-friendly getaways. Phu Quoc Island is gaining popularity for its white-sand beaches, the world’s longest sea-crossing cable car, and expansive entertainment hubs like VinWonders and Vinpearl Safari.

Chinese cities Hangzhou and Guangzhou also saw increased interest, with searches up 122% and 80% respectively. Families are exploring the cities for shopping, food, theme parks, and urban attractions, while destinations such as Jeju in South Korea also recorded a 69% increase in searches for family holidays.

Domestic destinations gain traction among family travelers

Beach and island destinations also see strong growth domestically, with Batam Island recording a 236% increase in accommodation searches, making it one of the most popular destinations for the holiday period among families. With pristine beaches, vibrant culinary scene, and proximity to Singapore, Batam continues to appeal to Indonesian travelers as a convenient short-haul getaway for families.

Domestic cities such as Makassar and Cirebon are also seeing growing interest, up 62% and 53% respectively, supported by their culinary and cultural appeal. Nature destinations, particularly around Lake Toba such as Samosir (36%) and Parapat (47%), along with Bukittinggi (39%), continue to attract travelers seeking scenic landscapes and cooler climates during the school holiday period.

Gede Gunawan, Senior Country Director, Indonesia at Agoda says, “With the school holiday just around the corner, these trending destinations indicate an exciting travel season ahead, promising new experiences for Indonesian travelers both domestically and internationally. The growth in accommodation searches highlights the diverse travel aspirations of Indonesians. Agoda is committed to making these journeys easier and more memorable, with a wide range of options tailored to every traveler’s needs.”

With over 6 million holiday properties, more than 130,000 flight routes, and over 300,000 activities, Agoda enables travelers to plan and combine every part of the journey in one place. Running from 7 May to 21 May, Agoda’s 21st Birthday Sale will offer up to 60% off on hotel bookings, with a special flash sale of up to 70% on 19 May and exclusive deals on flights and activities. Discover more on Agoda’s mobile app or at Agoda.com.

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SOURCE Agoda

Technology

Deece Unveils AI-powered Platform Transforming How Marketers Brief Campaigns

Published

56 minutes ago

June 3, 2026

Built to tackle one of marketing’s most expensive problems, Deece’s AI-powered platform helps marketers create stronger briefs, align agency partners, and improve campaign effectiveness.

DUBAI, UAE, June 3, 2026 /PRNewswire/ — Deece, a marketing technology startup, has developed a platform designed to help marketers unlock their agency’s best work.

Developed with input from senior marketers and agency leaders worldwide, Deece is now making its platform available more broadly.

Findings from a global study published by the World Federation of Advertisers (WFA), which included countries across the GCC, reveals that 78% of marketers believe the briefs they give their advertising agencies provide clear strategic direction. Yet only 5% of agencies agree.

It also estimates that poor quality briefs and misdirected work account for:

The loss of 33% of marketing budgets globallyEquivalent to approximately US$429 billion annually

Deece user data shows significant improvements in brief quality, 165 hours saved per campaign brief, project timelines reduced by three weeks, and improved marketing ROI.

“Nothing wastes a marketing budget faster than a bad brief. Yet it remains one of the most neglected issues in our industry,” says Richie Taaffe, co-founder of Deece.

At the core of the platform is a Brief Builder that uses artificial intelligence to help marketers improve the quality of their briefs.The model has been trained using strategic learnings drawn from award-winning campaigns over the last 25 years, together with curated marketing insights and industry trends.Marketers can incorporate relevant effectiveness case studies into briefs, giving agency partners proven examples to inform and inspire their work.

Despite being powered by AI, human expertise remains central to Deece. Shaped by the Deece team’s decades of experience on both the agency and brand side, including work with DP World, Etihad, Unilever and Visa, the platform is designed to support, educate and empower marketers.

Taaffe said the team set out to solve challenges experienced by marketers and agencies.

“We didn’t set out to build an AI platform. We wanted to solve problems we’ve experienced time and time again throughout our careers. AI was the best way to bring that solution to life,” he said.

Learn more or request a demo at deece.ai.

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Technology

IMMERSIVE XR EXPERIENCE EXPANDS THE REACH OF HOLOCAUST EDUCATION

Published

56 minutes ago

June 3, 2026

The Claims Conference Releases A Cutting-Edge Mixed-Reality Experience Detailing The Heartbreaking And Inspiring Story Of Benno Kern, From Anschluss To Auschwitz To Liberation In Buchenwald.

NEW YORK, June 3, 2026 /PRNewswire/ — Today, the Conference on Jewish Material Claims Against Germany (Claims Conference) announced the launch of “Benno’s Light,” the heartbreaking and inspiring story of 98-year-old Holocaust survivor Benno Kern brought to life through cutting-edge, mixed-reality technology which allows people to walk through his story while using VR headsets or simply on their computers. Benno’s Light is the latest effort to expand access to Holocaust knowledge, meeting future generations in compelling and engaging ways.

Gideon Taylor, President of the Claims Conference, said, “Mixed reality is the technology of now and of the future. And it is precisely why it is so crucial that we tap into advanced technology to help future generations understand the Holocaust. We cannot let stories like Benno’s fade into the darkness.”

In partnership with the Austrian government, the Claims Conference collaborated with immersive technology company makemepulse to create a sensitive and evocative mixed-reality experience animating Kern’s words into a powerful testimony and educational experience for generations to come.

Christian Stocker, Austrian Federal Chancellor, said, “Holocaust remembrance is not only an obligation to the past, it is our mandate for the future. A vibrant and forward-looking culture of remembrance requires us to meet current and future generations where they are. Projects like Benno’s Light demonstrate how cutting-edge technology can preserve the voices of survivors in ways that are deeply personal, accessible and meaningful for young audiences today and tomorrow. Austria recognizes its historical responsibility to ensure that the truth of the Shoah remains alive through innovative educational tools that strengthen awareness, deepen understanding and sharpen our vigilance against antisemitism, hatred and intolerance in all forms.”

Benno Kern, born in 1927 in Vienna, Austria, recounts his life in the city he remembers for both its music and intellect, but also for the pogroms that scarred the hearts of those who remember. Kern explains to viewers how his joyful and innocent childhood turned to darkness as his relatives – and eventually his own immediate family – ran from the Nazis and were eventually captured by them. The XR project follows him as his family fled Vienna to Czechoslovakia, Belgium and Paris where the Nazis captured Benno and his parents, sending them to Auschwitz.

Benno Kern, Holocaust survivor and featured storyteller, said, “I’ll never forget my mother’s words: ‘You have the opportunity to stay alive. The decision is yours.’ I was the only member of my family to survive the Holocaust. This project has special meaning to me as I carried my family’s story for more than 80 years with uncertainty as to whether it would be remembered. I ask future generations to hear my words and carry them forward in your hearts. Let them light your way. And let them remind you what it means to carry compassion, even in the darkest of times.”

Benno’s Light builds on “Inside Kristallnacht,” the groundbreaking XR project the Claims Conference released in 2024. The inaugural XR project followed Dr. Charlotte Knobloch through the streets of Munich, Germany as she recounts the November Pogrom the night of November 9, 1938, when as a six-year-old she and her father hid from the Nazis terrorizing their Jewish community. Kristallnacht was the historic moment when a growing hatred peaked, catalyzing into acts of violence and rage, when citizens turned on their longtime neighbors, roaming the streets in mobs, breaking the glass of Jewish homes and shops. More than 30,000 Jewish men were arrested and deported to concentration camps during the days of Kristallnacht.

Alexander Pröll, State Secretary for the Austrian Federal Chancellery, said, “Holocaust education must continue to evolve to remain meaningful for future generations. Innovative projects, such as Benno’s Light, show how technology can strengthen remembrance by bringing survivor testimony into new educational and cultural spaces around the world. Remembering the Shoah demands that we actively counter antisemitism and hatred wherever they surface, reinforcing our shared responsibility to defend human dignity, historical truth, and democratic values.”

The launch of Benno’s Light at University of Vienna carries profound historical significance. Following the destruction of Vienna’s medieval synagogue and the murder and expulsion of Jews in 1421, stones from the synagogue were used in the construction of the earliest buildings of what would later become part of the University of Vienna. More than 500 years later, the university now serves as a place to confront that history openly and honestly, transforming a site once connected to the erasure of Jewish life into a space dedicated to remembrance, education and the preservation of survivor testimony for future generations.

Greg Schneider, Executive Vice President of the Claims Conference, said, “New technology allows us to engage younger generations, which is critical to ensure the lessons of the Shoah are never forgotten. Benno was the same age as today’s students when he was torn from his home by the Nazis and forced onto a deportation train to Auschwitz. XR technology allows Benno to once again be a 15-year-old, showing today’s 15-year-olds the result of unchecked hatred.”

This virtual reality project integrates real-life footage, photographs, music and other audio from the Anschluss to Auschwitz, as well as meticulously researched historical context, into the hand-drawn world of Kern’s story with stunning artwork created by immersive technology company, makemepulse. The mixed-reality project will be displayed in museums and film festivals, and accompanying educational materials are currently under development.

Nicolas Rajabaly, Co-Founder, Chief Creative Officer, makemepulse, said, “Benno’s Light was never about using technology for spectacle. The challenge was finding a way to preserve the intimacy and humanity of Benno’s testimony while creating a format capable of reaching new generations. What moved us most during the process was realizing that Benno’s memories were shaped less by places and more by the people who helped him survive. That insight fundamentally changed the experience we designed. We shifted away from historical reconstruction alone and focused instead on emotional proximity, presence and human connection. Immersive technology gave us the opportunity to transform testimony into something audiences could feel around them rather than simply observe from a distance.”

The Benno’s Light experience can be accessed on the website by clicking here: https://bennos-light.org/

Benno’s Light was developed under the stewardship of the Claims Conference (Conference on Jewish Material Claims Against Germany) and the Committee for Jewish Claims on Austria, with the support of the Austrian Federal Chancellery.

For more information, please visit: www.claimscon.org

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SOURCE Claims Conference