2025 has been a defining year for Twimbit, not only in terms of scale, but in how we deepened our work across research, technology and industry collaboration.

Throughout the year, our focus remained consistent. To help organisations move from insight to action, and from ambition to execution, while keeping experience, trust and long-term impact at the centre of every conversation.

This is a reflection on the year that was.

Growing with purpose and trust

In 2025, Twimbit worked with 39 organisations and welcomed 14 new clients across banking, telecom, customer experience and AI-led transformation. Our work expanded into six new countries, reflecting a growing demand for grounded, research-backed perspectives across Asia Pacific and beyond.

Our presence now spans Singapore, India, Malaysia, Indonesia, Hong Kong, Japan, North America and the Middle East. With this growth came responsibility, both to our clients and to the ecosystems we operate in.

Our team also grew meaningfully this year. We welcomed 20 new team members and onboarded 5 industry experts, strengthening our ability to combine research depth with practical execution. Alongside this, we continued our commitment to social impact, donating 10 computers to MSRI initiatives to support digital access and inclusion.

Moments that defined the year

Recognising telecom leadership across Asia Pacific

The year began with the Twimbit Telecom Awards 2025 in Singapore, celebrating innovation, resilience and customer-centric transformation across the telecom industry.

From Taiwan Mobile’s leadership in innovation and diversification, to Ooredoo Maldives’ consistency in execution, and Telkomsel’s AI-driven MyTelkomsel app, the awards highlighted how telcos are evolving beyond connectivity towards platforms, ecosystems and experience-led growth.

Setting national CX benchmarks in India and Malaysia

Customer experience emerged as one of the most defining strategic themes of the year.

With The State of CX India 2025, launched in partnership with NASSCOM and Kyndryl, we evaluated 400 organisations across 10 industries. The study benchmarked CX maturity across digital, service, brand and employee experience, and culminated in the launch of India’s first National CX Index.

This momentum continued with The State of CX Malaysia 2025, launched at the CX Summit in Petaling Jaya. The report offered a clear, industry-wide view of how Malaysian organisations are performing, where progress is visible, and where experience leadership still requires focused effort.

Together, these studies created comparable national reference points for CX maturity across the region.

Exploring sovereign AI and Indonesia’s digital future

In October, Twimbit partnered with Indosat Ooredoo Hutchison to launch the Empowering Indonesia Report 2025 in Jakarta.

The research explored the role of sovereign AI in accelerating Indonesia’s digital economy, with findings indicating a potential contribution of USD 140 billion to GDP by 2030. Leaders across policy, telecom and industry discussed how infrastructure, talent, governance and responsible AI adoption will shape Indonesia’s long-term digital competitiveness.

Conversations across global forums

2025 also saw Twimbit co-host the Architecting AI-Enabled Enterprise forum series with F5, spanning Jakarta, Dubai, London, New York, Berlin, Paris, Toronto and Seattle.

These forums brought together senior leaders to discuss enterprise AI strategy, resilience, and the realities of scaling transformation across complex organisations. More than events, they became spaces for honest dialogue on what is working, what is not, and what leaders must prioritise next.

Themes that shaped our work

Across industries and geographies, a few themes consistently surfaced through our research and conversations.

• AI moved from experimentation to operational reality.

• Customer experience became a board-level differentiator.

• Benchmarking helped organisations understand what good truly looks like.

• Ecosystems and partnerships mattered more than isolated innovation.

Together, these themes reinforced a simple truth. Sustainable progress happens when technology, design and people move in the same direction.

Looking ahead

As we close 2025, Twimbit stands stronger in perspective, reach and conviction.

We are grateful to the organisations that trusted us, the partners who challenged us, and the teams who worked relentlessly behind the scenes. The year ahead will demand even greater clarity, empathy and courage from leaders navigating change.

We remain committed to supporting that journey with insight, integrity and intent, as we continue to innovate experiences that matter.