Industry News

Leading Singaporean brands such as StarHub, Singapore Airlines, DBS, and NETS are navigating the delicate balance between artificial intelligence (AI) innovation and maintaining a human touch in customer interactions. According to the KPMG Global Customer Experience Excellence Report, these brands are leveraging the Six Pillars of customer experience—Personalisation, Time & Effort, Expectation, Integrity, Resolution, and Empathy—to meet evolving customer expectations.

The report highlights the increasing importance of empathy, trust, and integrity as AI becomes more prevalent in brand interactions. Guillaume Sachet, partner at KPMG in Singapore, emphasises that these elements are crucial as customer experience becomes a key differentiator in an uncertain economic climate. “The rising importance of empathy, trust, and integrity in customer expectations is evident as AI becomes more integrated in brand interactions,” Sachet stated.

KPMG’s report offers four actionable steps for brands to respond to emerging customer experience trends, focusing on balancing automation with personalisation. These insights are particularly relevant as generative AI takes centre stage in the evolution of customer experience.

The report underscores that leading brands in Singapore are setting benchmarks in customer experience, which is increasingly becoming a critical factor for success. As businesses continue to integrate AI, maintaining a balance with human elements will be essential for delivering world-class customer experiences.
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Skechers has launched the Singapore edition of its SkechVibe initiative, a regional project aimed at showcasing local artists through limited-edition wearable art. This latest collaboration features homegrown illustrator Erika Tay, who has designed a collection that includes three unisex oversized T-shirts and two tote bags, each reflecting Singapore’s vibrant culture and iconic wildlife.

The SkechVibe collection, which follows a successful debut in Malaysia, offers a playful and dynamic take on Singapore’s national symbols and community spirit. Priced at $39, the collection is available at various Skechers Concept stores across Singapore, including Bugis Junction, Jem, and Jewel Changi Airport, as well as online.

To celebrate the launch, Skechers is hosting interactive in-store experiences at its Bugis Junction location, which officially opens on 18 June 2025. Shoppers can enjoy customisation of shoe or bag charms and live drawing sessions with Erika Tay, receiving personalised gifts featuring her artwork.

This initiative not only highlights local talent but also provides a platform for Singaporeans to express their cultural pride through fashion. The SkechVibe collection is expected to attract both locals and tourists looking for unique, artistic apparel that embodies the essence of Singapore.
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Astellas Pharma has announced the approval of VEOZA (fezolinetant) 45mg in Singapore, marking it as the first non-hormonal treatment for moderate to severe vasomotor symptoms (VMS) associated with menopause. This approval follows the BRIGHT SKY programme, which involved three Phase 3 clinical trials with over 3,000 participants across Europe, the US, and Canada.

VMS, commonly known as hot flushes and night sweats, affects over 50% of women globally and 19% of women in Singapore. The imbalance between oestrogens and neurokinin B during menopause leads to these symptoms. A 2023 study highlighted that more than 60% of Singaporean women experience at least one moderate to severe menopausal symptom, with VMS being a significant concern.

Aycin Oguz, general manager for Malaysia and Singapore, stated, “This approval marks yet another significant milestone for our company, fezolinetant and women’s health.” Rebecca Chng, head of Medical Affairs at Astellas Pharma Singapore and Malaysia, added, “VEOZA represents a meaningful advancement in how we address vasomotor symptoms.”

Fezolinetant was initially approved by the US Food and Drug Administration in May 2023. With its recent authorisation in Singapore, women are encouraged to consult healthcare providers to determine if VEOZA is suitable for them.

This development not only expands treatment options for menopausal women but also underscores Astellas’ commitment to addressing unmet medical needs.
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Singapore’s Frasers Hospitality has announced the expansion of its Modena by Fraser brand with the opening of two new properties in Mainland China: Modena by Fraser Shenzhen and Modena by Fraser Wujiaochang Shanghai. These openings, strategically located in two of China’s most dynamic cities, underscore the company’s commitment to providing contemporary, design-led accommodation for modern travellers.

The new properties offer flexible living spaces tailored to residents’ needs, featuring dedicated areas for activities such as yoga and gaming, practical kitchenettes, and communal spaces designed to foster social interaction. Regular community programmes further enhance the sense of belonging and intuitive living that Modena by Fraser aims to provide.

“The China market is central to our long-term strategy for Asia,” said Eu Chin Fen, CEO of Frasers Hospitality. “Our two new Modena by Fraser properties represent a significant step in strengthening our presence in this region.”

Modena by Fraser Shenzhen, which soft opened on 29 March 2025, is located in the Luohu District and features 325 contemporary flats. The property offers direct connectivity to Hong Kong and is well-connected to the Shenzhen Metro. Amenities include a pickleball court, gym, yoga studio, and outdoor barbecue area.

Meanwhile, Modena by Fraser Wujiaochang Shanghai, which soft opened on 20 May 2025, is situated in the Yangpu District. It offers 307 fully furnished flats and features facilities such as a landscaped garden, relaxation room, and a restaurant serving Cantonese and local Shanghai cuisine.

These additions mark the seventh and eighth Modena by Fraser properties in China, reinforcing Frasers Hospitality’s leadership in the extended-stay segment and its commitment to delivering lifestyle-driven residences across the region.
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A recent survey by Robert Walters Singapore has unveiled that 88% of jobseekers in Singapore feel their applications are often ignored, as companies struggle with a shortage of candidates with relevant experience. The survey, which polled 308 employers and professionals, highlights the challenges faced by both jobseekers and employers amidst an influx of applications.

The findings show that 58% of jobseekers submit more than five applications weekly, with 19% sending over 20. This surge in applications is overwhelming employers, with 54% reporting slowed hiring processes. A significant 69% of employers cite a lack of relevant experience as the primary reason for rejecting candidates, whilst 24% encounter overqualified applicants.

Kirsty Poltock, country manager at Robert Walters Singapore, commented on the strain faced by both parties: “Candidates are using AI to help them submit applications, which may make it difficult for them to stand out from the competition. They need to put themselves out there, look towards recruitment agencies for help, connect with hiring managers via social media platforms or get a referral to get an edge.”

The report also highlights that 61% of jobseekers are deterred by lengthy application processes. To address these challenges, companies are encouraged to adopt strategies such as increasing transparency and offering flexible work arrangements to attract and retain talent. Additionally, the report suggests that companies focus on skills-based hiring and adapt to the evolving expectations of the workforce, particularly Gen Z.
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Strategic Marine has successfully delivered two new StratCat 27 Crew Transfer Vessels (CTVs) to Louis Dreyfus Armateurs (LDA), enhancing their offshore wind support fleet. These vessels, sister ships to Acti’Vent and Esti’Vent, are set to be deployed in the burgeoning offshore wind sector across France and Europe.

Built at Strategic Marine’s Singapore shipyard, the 27-metre aluminium catamarans are designed to meet the rigorous demands of offshore renewable operations. They can accommodate 24 technicians and are equipped to ensure safety, performance, and comfort in challenging marine environments. Potential deployment areas include France, the UK, Poland, Taiwan, Korea, and Japan.

Gaël Cailleaux, renewables managing director at LDA, expressed confidence in the vessels’ ability to support the growing offshore wind market, stating, “In line with our commitment to deliver operational excellence, we are confident that these two StratCat 27 will reliably support the growing offshore wind market in France and Europe.”

Chan Eng Yew, CEO of Strategic Marine, highlighted the significance of the delivery, saying, “We are delighted to deliver these two state-of-the-art CTVs to our valued customer Louis Dreyfus Armateurs. These vessels are the second pair of CTVs which we have delivered in the past 2 years.”

The delivery underscores both companies’ dedication to advancing offshore wind operations and supporting the energy transition in the region. The StratCat 27 design continues to demonstrate its value across Europe and Asia, contributing to the long-term growth of offshore wind infrastructure.
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Mapletree Investments Pte Ltd has reported a robust financial performance for the financial year ending 31 March 2025, achieving a revenue of $2.2b and a recurring profit after tax and minority interest of $637.4m. The company’s strategic acquisitions and asset recycling activities have played a pivotal role in this success, increasing its assets under management to $80.3b.

Group CEO Hiew Yoon Khong highlighted the company’s disciplined approach amidst a challenging environment of high interest rates and geopolitical tensions. “The Group deepened our focus on our core sectors—logistics, student housing, office, and data centre—through prioritising operational performance and investing selectively in specific markets with growth potential,” he stated.

Mapletree’s logistics sector saw significant growth, with new acquisitions in the UK and Spain, and the launch of the Mapletree Emerging Growth Asia Logistics Development Fund targeting Malaysia, India, and Vietnam. The student housing sector also expanded with a GBP 1b acquisition of 31 assets in the UK and Germany, elevating Mapletree to the fourth largest student housing owner in the UK.

In the office sector, Mapletree invested in India’s Global Business City and acquired land in Hanoi for a Grade A mixed-use project. The data centre sector also saw expansion, with new developments in Japan and Hong Kong.

Looking forward, Mapletree aims to continue its growth trajectory by enhancing operational performance and pursuing development projects in alignment with its long-term objectives.
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HL Bank Singapore recently hosted a high-level forum titled ‘ASEAN’s Next Engine of Economic Growth’ to explore the vast cross-border opportunities presented by the Johor-Singapore Special Economic Zone (JS-SEZ). The event, held on 3 June 2025, brought together key figures from organisations such as the Iskandar Regional Development Authority, Bank Negara Malaysia, and the Malaysian Investment Development Authority, alongside experts from Hong Leong Bank (HLB) and HL Bank Singapore.

The JS-SEZ, covering over 3,500 square kilometres, is set to become a hub for advanced industries and innovation, significantly boosting trade between Malaysia and Singapore. With nine flagship zones, it aims to create a diversified economic landscape. Hong Leong Bank is leveraging its extensive presence in both markets to offer seamless financial solutions to businesses looking to capitalise on these opportunities.

Ng Wee Lee, chief executive of HL Bank Singapore, emphasised the bank’s commitment to supporting Singaporean businesses in the JS-SEZ, stating, “Our commitment to Singaporean businesses extends beyond just transactions; we are invested in their long-term prosperity.”

The forum highlighted HLB’s comprehensive banking services, which include tailored financing solutions for corporate and SME clients, as well as cash management and global markets expertise. Yow Kuan Tuck, managing director of business & corporate banking at HLB, noted, “The JS-SEZ is not just about today’s opportunities but has the potential to reshape part of the economic future of ASEAN.”

As the JS-SEZ continues to develop, Hong Leong Bank’s cross-border financial solutions are poised to play a crucial role in supporting businesses and fostering economic integration in the region.
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SAE-REN, a new Korean-inspired wellness destination, has officially opened its doors at Orchard Gateway Emerald in Singapore. This unique sanctuary combines ancient Korean self-care rituals with cutting-edge biohacking and regenerative therapies, offering guests an opportunity to rebalance, renew, and reconnect with themselves in a serene environment.

Located in a 3,252-square-foot standalone space, SAE-REN is designed to provide a tranquil escape from the bustling city life. The interiors feature calming wood accents and a soothing palette of pastel green, gold, and silver, creating an atmosphere that quiets the mind and awakens the senses.

SAE-REN offers a range of innovative wellness treatments, including oxygen therapy chambers that enhance cellular repair and mental clarity, and red and infrared LED light chambers that calm inflammation and recharge the skin’s natural healing rhythm. Additionally, cryotherapy chambers provide a blast of icy precision to tone and energise the body.

The wellness centre also features personalised facial, hair, and scalp rituals grounded in Korean philosophy, addressing concerns such as acne, pigmentation, and premature ageing. These non-invasive treatments are tailored to each guest’s unique skin needs.

Founder and CEO Andrey Akselrod stated, “At SAE-REN, we honour your body’s rhythms, your skin’s voice, your mind’s need for peace. We are here to help you rediscover balance and glow, not just on your face or body, but in your life.”

SAE-REN plans to expand its offerings in the coming months, including a curated selection of wellness and beauty products. A grand opening celebration is scheduled for August, featuring live demonstrations and guided sensory tours.
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The Ascott Limited, a wholly owned lodging business unit of CapitaLand Investment, is expanding its luxury brand, The Crest Collection, into East Asia and the Middle East. This expansion includes new properties in Japan, China, the United Arab Emirates (UAE), and Saudi Arabia, driven by increasing demand for heritage-rich luxury stays. The brand now boasts 16 properties with over 2,700 units across 11 countries.

Among the latest additions is SENKA TOKYO by The Crest Collection, set to debut in Japan in the second half of 2029. In China, the Hong Yuan Hotel by The Crest Collection opened in Haikou, with another property planned for Wuhan by mid-2026. The Middle East will see the opening of Al Mahra Resort by The Crest Collection in the UAE in early 2027, followed by a property in Riyadh, Saudi Arabia, in 2028.

Serena Lim, chief growth officer at Ascott, highlighted the brand’s ability to adapt across various accommodation types, stating, “The Crest Collection meets the aspiration for culturally immersive experiences enriched by each property’s distinctive identity.”

The luxury travel sector is projected to grow significantly, with travellers seeking unique experiences. Tan Bee Leng, chief commercial officer at Ascott, noted, “Curating experiences that resonate with the expectations of the most discerning travellers has become the currency of modern luxury.”

The Crest Collection’s expansion aims to redefine modern luxury by offering story-driven experiences that celebrate local culture and heritage.
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