2025 is set to be a year when new paradigms of work are set to emerge.
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2025 is set to be a year when new paradigms of work are set to emerge.
According to Zoom Video Communications (Zoom) head of Asia-Pacific Ricky Kapur (pic), artificial intelligence (AI) in the workplace is set to shift from ‘one -size-fits-all’ solutions and surface-level automation to highly customised experiences that address the specific needs of businesses and employees.
“As organisations adopt increasingly complex tech stacks, critical information often becomes dispersed across various platforms. Custom AI will play a pivotal role by integrating with internal systems and knowledge collections, quickly resurfacing relevant information, and enabling employees to focus on high-impact tasks,” said Kapur in a statement to Malaysian Business.
He added as an example as to how AI can retrieve an employee’s relevant project updates, automatically summarise key discussions, and assign actionable tasks, seamlessly managing workflows across multiple platforms .
At the same time, organisations must also prepare for a workforce of AI natives - incoming employees who have grown up with AI and now expect it to be seamlessly integrated into their daily workflows.
“The best talent will naturally gravitate toward organisations that fully embrace AI and empower their teams to use them effectively. Looking ahead, AI is no longer just a tool, but a critical driver of competitive advantage and long-term business success.”
Beyond the workplace, customer experience (CX) will undergo a profound transformation.
“There will be a rise in the ‘everything customer’ where they expect to be recognised and have their needs met across all touchpoints,” said Kapur.
“At the same time, delivering personalised CX will shift from being the responsibility of contact centres alone to an AI-first ‘total experience’ approach that involves every department shaping and delivering CX.
This shared accountability across departments is set to foster a supportive environment for agents, balancing AI-driven efficiency with the human touch to deliver personalised CX that meets rising customer expectations.
“Together with enhanced agent performance and hyper-personalisation and anticipatory service, these changes will fuel a long-awaited rebound in customer satisfaction,” said Kapur.
“Proactive outreach, once a nice-to-have, will become a baseline expectation, enhancing satisfaction and reducing churn across every touchpoint,” he concluded.