Ericsson and Indosat Ooredoo Hutchison secured the Customer Experience Award at FutureNet Asia in September 2026 for their AI-enabled Digital Monetization Platform, which serves over 80 million Indonesian customers. The platform orchestrates the full customer lifecycle—from order placement through activation, billing, and support—with predictive analytics embedded to surface issues before they cascade into customer-facing problems. The recognition validates a system that has already demonstrated material operational gains; the companies reported a 70 percent reduction in order-to-activation time for a cohort of completed orders, a metric that speaks to the friction points CX teams typically inherit when upstream systems fail.
The award signals a shift in how telecom operators are approaching scale and complexity in emerging markets. Rather than layering AI reactively onto fragmented legacy systems, Ericsson and Indosat built predictive capability into the platform's architecture from the outset. For CX leaders managing large customer bases across multiple channels, this raises a critical question: how much of your current AI investment is genuinely preventative versus remedial? Most contact centre AI implementations focus on deflection and routing optimisation once a customer has already engaged; this platform attempts to eliminate the need for engagement altogether by catching failures in the order-to-activation pipeline. The distinction matters operationally—prevention reduces ticket volume and improves NPS simultaneously, whereas reactive AI typically optimises cost per interaction.
The scale of the deployment—80 million customers—also underscores that enterprise-grade predictive CX platforms are no longer confined to Western markets or Fortune 500 budgets. Indosat's willingness to embed this capability suggests that regional operators now view AI-driven experience management as table stakes rather than competitive differentiation. For mid-market CX teams evaluating platform investments, this normalisation of predictive analytics across geographies should inform vendor selection criteria; the question is no longer whether to adopt predictive capabilities, but whether your chosen platform can operationalise them across your specific customer journey without requiring custom engineering.
Ericsson and Indosat win AI customer experience award in Singapore Scandasia