PH ranks 2nd in digital patience in Asia-Pacific

Filipinos are the second most digitally patient consumers in the Asia-Pacific region, according to a new study by customer engagement platform Twilio, which measured how long consumers are willing to wait for online customer service issues to be resolved.

The Philippines trails only Indonesia, with 76 percent of Filipino consumers saying they remain patient when dealing with automated customer service, well above the regional average of 68 percent.

This translates to an expected resolution window of 27.3 minutes among Filipinos, longer than the regional average of 24.4 minutes. In practice, the Philippines waits longer than any other market surveyed, with actual waiting times averaging 31.9 minutes.

“Filipino consumers are patient because they start with a deep sense of trust, but this trust is a foundation that brands must either build upon or risk breaking,” said Nicholas Kontopoulos, vice president of marketing for Asia Pacific and Japan at Twilio.

Despite these delays, speed is not the dominant concern for many Filipino consumers, the study found.

Half of the respondents said clear and easily understandable instructions were their top priority when dealing with digital customer service channels.

Data security and fast issue resolution were also important factors, with 41 percent of Filipinos saying the protection of personal information and quick service were essential to their trust in a brand.

Another key expectation is warmth in digital interactions, with more than a third of respondents saying automated systems should reflect the friendliness and empathy of human agents.

The study “Decoding Digital Patience” was conducted between August and September 2025 and covered 7,331 respondents across seven Asia-Pacific markets. These include 1,007 respondents in the Philippines.

Varying patience

Twilio’s study showed patience varies significantly depending on the issue being addressed.

Filipino consumers were more understanding of delays involving complex or high-stakes concerns, particularly in healthcare, where longer resolution times were deemed necessary.

Patience declined sharply, however, in routine and everyday interactions that fell short of expectations.

High levels of frustration were reported during telecom service outages (69 percent), cases involving incorrect or damaged items (68 percent), billing disputes (68 percent) and delayed or missed retail deliveries (66 percent).

Filipinos belong to one of the markets most exposed to artificial intelligence (AI) in customer service, with 81 percent reporting they have interacted with an AI-powered tool before.

Despite this high exposure, satisfaction among Filipino consumers remains mixed, with 42 percent reporting frustrations stemming from scripted responses, generic answers and unresolved issues.

As a result, 43 percent of Filipinos said they prefer to begin customer support interactions with a human agent, even if it means waiting longer.

Source: Inquirer

Google Listings Aren’t a Threat to Home Stocks

Housing technology companies are offering far more than just online listings—and those expanded services act as a buffer against disruptions in the residential real estate market.

A turf war over the online home listings business has been brewing for some time. Then Google entered the fray.

As part of a pilot program, the search giant began placing home listings at the top of certain Google search results. News that Google might push deeper into home listings sent shockwaves through the stocks of companies that currently dominate the space.

On December 15, after reports of Google’s test spread over the weekend on social media, Zillow Group’s market value dropped by about $1.5 billion. Shares of CoStar Group, the parent company of Homes.com, fell to their lowest level in more than three years. Neither stock has fully recovered since.

The selloff, however, appears unwarranted.

A Small Experiment, Not a Market Takeover

There is no indication that Google’s home listings feature will see a broad rollout. The test itself is limited in scope: listings have appeared only for mobile users in select cities such as San Francisco and Miami. A Google spokesperson described it to Barron’s as “a small experiment,” without specifying when it began or how long it would last.

Wall Street analysts largely agree that investors overreacted. Alphabet, Google’s parent company, has previously experimented with home listings—efforts that ultimately faded away. Still, as Benchmark analyst Daniel Kurnos put it, “No one likes it when an 800-pound gorilla comes sniffing around.”

The episode reflects deeper anxieties about disruption in the housing technology sector, driven not only by Google but also by the rise of artificial intelligence. Agents told Barron’s they are already receiving increasing referrals—of mixed quality—from AI-driven chat platforms.

More disruption is coming, and companies are preparing for it.

Listings Are Only One Piece of the Business

Major housing platforms—Zillow, Rocket’s Redfin, and CoStar’s Homes.com—are no longer just house-browsing websites. Each has expanded into adjacent services that help insulate them from changes in how buyers search for homes and how agents advertise.

Realtor.com, which also operates a listings platform, is owned by Barron’s parent company, News Corp.

Among the big players, analysts say Zillow’s core business appears the most insulated from increased competition, thanks to strong organic traffic and brand recognition. According to web traffic measurement firm Semrush, Zillow is the most-viewed real estate website in the United States.

In recent years, Zillow has pivoted away from relying primarily on agent listing marketing. Instead, its main sources of growth now come from mortgage services and rental listings. The company also offers agent-focused products such as workflow management software and seller-oriented listing tools.

“The combination of the business that we’ve built is far more diversified than it was five years and 10 years ago,” Zillow Chief Financial Officer Jeremy Hofmann said at a December technology conference.

Benchmark’s Kurnos rates Zillow’s Class A stock a Buy, with a $95 price target—nearly 40% above its recent price of $68.54. “To think that Google would somehow displace the most complete end-to-end solution in the marketplace with the strongest and stickiest agent product suite seems rather far-fetched,” he wrote.

Homes.com and CoStar’s Long Game

CoStar’s Homes.com was positioned as an agent-friendly alternative to dominant listing sites, focusing on services for sellers’ agents rather than lead generation. CoStar acquired Homes.com in 2021 and announced its aggressive expansion with a Super Bowl commercial in 2024.

Usage has grown since then—but so has spending. CoStar’s marketing budget reached $1.36 billion in 2024, up from $684 million in 2022. That surge in spending has weighed on earnings, contributing to stock declines. CoStar shares are down 26% since the Friday before the 2024 Super Bowl and fell another 6% in 2025.

Homes.com remains a relatively new arm of CoStar’s broader commercial real estate business, which includes data analytics software and marketing platforms. Fears of technological disruption have only added to recent pressure on the stock.

Still, CoStar is betting heavily on innovation. According to CEO Andy Florance, 50% of Homes.com’s software development is now focused on artificial intelligence. “AI offers transformative opportunities to unlock tremendous value in real estate,” he said on an October earnings call.

Rocket, Redfin, and Vertical Integration

Rocket, one of the largest mortgage originators in the U.S., made a major move into listings with its 2025 acquisition of Redfin. By the third quarter, more than one in ten of Rocket’s retail loan closings came from customers who used both Redfin and Rocket, CEO Varun Krishna said. “We expect this to only increase,” he added.

Even if competition intensifies or demand for listings portals weakens, Rocket maintains a dominant position in mortgage origination and servicing. Its $14.2 billion all-stock acquisition of loan servicer Mr. Cooper brought an estimated one in six U.S. mortgages under the combined companies’ management.

That refinancing opportunity is one of the reasons Rocket’s stock surged 72% in 2025.

A More Competitive—but Stronger—Ecosystem

For real estate professionals, increased competition may ultimately be beneficial. Wendy Monday, a broker at Nashville-based Onward Real Estate, says she currently advertises on Zillow but is watching Google’s experiment closely.

“The more platforms there are,” she said, “the sharper their tools all have to be.”

For now, Google’s test looks less like a threat—and more like a reminder that housing technology companies have evolved well beyond simple listings.

Source: Barrons

Philippines lags behind SEA peers in digital government readiness

The Philippines continues to trail several of its Southeast Asian peers in digital government readiness, reflecting uneven progress in the country’s push to modernize public services through technology.

In the Organisation for Economic Co-operation and Development’s (OECD) latest Digital Government Index (DGI), the Philippines scored 0.28 out of 1. The country ranked third-lowest among the eight Southeast Asian countries that the study covered.

The OECD’s DGI draws on data from Brunei, Cambodia, Laos, Malaysia, the Philippines, Singapore, Thailand and Vietnam, collected between September 2024 and February 2025.

The index was presented in Government at a Glance: Southeast Asia 2025 in cooperation with the Asian Development Bank.

This placed the Philippines below the regional average of 0.37. The Southeast Asian average itself lags the OECD member-country average of 0.61.

“Governments can improve their agility and policy impact by putting digital transformation at the heart of modernization efforts,” OECD said.

The index benchmarks how governments integrate digital technologies and data into policymaking and public service delivery across six dimensions. These are digital by design, data-driven public sector, government as a platform, open by default, user-driven services and proactiveness.

The Philippines recorded a low score of 0.36 in “digital by design,” also placing it third lowest among its regional peers.

This suggests that while digital initiatives exist, they are not yet consistently built into the core design of government operations.

“Setting a strategic vision and clear mandate for digital government is a prerequisite to steer digital government initiatives, and for facilitating more effective and inclusive cross-sector collaboration,” the OECD said.

The group added that all of its surveyed Southeast Asian countries have a mandated government institution or formal coordination body on digital government.

For its part, the Philippines, through the Department of Information and Communications Technology of the Philippines, has developed a National ICT Government Agenda and a Digital Government Masterplan for 2023 until 2028.

4th highest

The Philippines also ranked fourth-highest in proactiveness, with a score of 0.26. The OECD said this could be further improved through the adoption of artificial intelligence (AI), an area where Southeast Asia as a whole continues to lag.

“The adoption of AI can help governments become more proactive. Used strategically and responsibly, governments can leverage AI to enhance public sector productivity, responsiveness and accountability,” the OECD said.

Only three countries in the region currently have a national strategy or agenda that references the use of AI in the public sector, including the Philippines, according to the report.

However, the OECD said the Philippines has yet to deploy AI systems in government operations and does not have binding or non-binding instruments in place to guide the responsible use of algorithms in the public sector.

At the regional level, the Association of Southeast Asian Nations published a guide on AI governance and ethics last year to support member states in developing common principles and safeguards.

More recently, President Marcos Jr. said the Philippines should fully utilize AI to help drive national development, including through legislation, signaling potential policy momentum in the coming years.

Mr. Marcos also approved in May the National Artificial Intelligence Strategy for the Philippines. The Department of Science and Technology initiated this effort.

Report:

OECD (2025), Government at a Glance 2025, OECD Publishing, Paris, https://doi.org/10.1787/0efd0bcd-en.

Source: Inquirer