A new report by Adobe highlights that, despite 42% of consumers in Singapore favoring AI-assisted brand interactions, local brands are trailing behind in adopting the latest AI innovations. The State of Digital Customer Experience APAC report emphasizes the disparity between consumer preferences for AI and brands’ current utilization of generative AI in customer experience initiatives.

What you should know

• Consumer preference for AI: 42% of Singaporean consumers prefer AI-assisted interactions, surpassing the global average of 40%.
• Lag in AI adoption by brands: Only 12% of brands in Singapore leverage generative AI for customer experience initiatives, compared to 17% globally.
• Commitment to improvement: Despite the current gap, 50% of Singaporean brands plan to focus on enhancing generative AI capabilities in the next 12 months, indicating a strategic shift towards AI adoption.
• Data privacy concerns: Consumers in Singapore express worry about the potential misuse of personal data with generative AI, indicating the importance of addressing data privacy concerns.

“Consumers are swiftly embracing generative AI-led experiences. While brands in Singapore are lagging behind in terms of AI adoption, our findings indicate that this will soon evolve as Singapore as well as other Asia markets are well poised for an accelerated uptake amid continued realisation of the direct benefits that generative AI offers and its strong position as a technological hub. When it comes to business strategies, most brands in Singapore acknowledge that improving the Customer Experience is of top or significant priority. This is driving brands to focus on evolving their digital experiences, underscored by a strategic emphasis on flexible and highly personalised interactions.”

Simon Dale, Vice President, Asia, Adobe

While consumers in Singapore are increasingly inclined towards AI-led experiences, brands are challenged in keeping up with global counterparts in adopting generative AI. The report highlights the need for Singaporean brands to bridge this gap, emphasizing the importance of addressing data privacy concerns and strategizing to meet consumer expectations in the rapidly evolving landscape of AI-driven customer experiences.