Day Two

10:00 am - 10:30 am Elevating Every Interaction: Telekom Malaysia’s Customer-First Approach to AI and Automation

Lolitta Suffian - Group Head of Customer Experience, Telekom Malaysia Group

Join CX Network and Lolitta Suffian from Telekom Malaysia as she shares how the company is using AI and automation not just to optimise operations, but to create more meaningful, human-centred customer experiences. Discover how TM is aligning cutting-edge technology with a strong CX vision—enhancing responsiveness, personalisation, and trust at every touchpoint.

Key takeaways:

Find out about AI-powered bots like 'Robin' are automating routine tasks to resolve issues faster and free up human agents for more complex support

Discover the benefits of agent-assist tools which provide frontline teams with real-time insights and recommendations, improving first-contact resolution and reducing customer effort

Learn how predictive analytics can help anticipate customer needs before they arise, enabling more proactive and personalised engagement

Find out about TM's AI-enabled GBS centre, which ensures that end-to-end service delivery is more agile, scalable, and responsive to evolving customer expectations

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Lolitta Suffian

Group Head of Customer Experience
Telekom Malaysia Group

10:30 am - 11:00 am The next frontier in customer support

Voice AI is becoming a game-changer in customer support, offering real-time speech recognition, sentiment analysis, and call automation. This session will explore how businesses in APAC can integrate voice AI to streamline their customer interactions.

Key takeaways:

  • Understand the impact of voice AI on customer service efficiency
  • Learn how voice recognition and sentiment analysis can enhance call resolution
  • Discover how leading companies are leveraging voice AI in contact centers

11:00 am - 11:30 am Scaling customer support for hypergrowth

E-commerce platforms in APAC experience rapid surges in customer inquiries during peak seasons. This session will touch on tips for mastering the art of scaling customer

support with AI, self-service, and multilingual automation and we will share strategies for balancing automation with human-led support.

  • Learn how to use AI and self-service to manage high-volume support requests
  • Gain insights into customer behaviour in APAC and how to optimise self-service
  • Discover the impact of automation on agent productivity and customer satisfactio

11:30 am - 12:00 pm Five critical mistakes to avoid in your customer self-service journey!

Ruvashan Chetty - Customer Operations Manager, Boral

In today’s digital landscape, self-service is a must-have for organizations looking to provide seamless, efficient, and customer-centric support. However, poorly

implemented self-service can frustrate customers, create inefficiencies, and damage your brand.

In this session, we will highlight five critical missteps to avoid and outline the key components of a successful self-service strategy—centered around integration, interconnectivity, system upgrades, and enhanced CX delivery. This session will deliver:

1) Failing to Design a Clear CX Self-Service Roadmap

What Not to Do: Jumping into self-service without a strategic vision or roadmap.

  • Define the customer journeys where self-service makes the most impact
  • Align self-service initiatives with overall CX strategy
  • Prioritise implementation phases based on customer needs and business goals

2) Overlooking Data Quality and Relevance

What Not to Do: Using outdated, inconsistent, or irrelevant data in self-service systems.

  • Maintain clean, high-quality, and well-structured data
  • Ensure data is synchronized across all platforms
  • Use AI and analytics to personalize responses and improve accuracy

3) Lacking Confidence in Your Systems

What Not to Do: Deploying self-service solutions without ensuring system reliability, integration, and performance.

  • Invest in robust, scalable technology with seamless integrations.
  • Regularly test and upgrade systems to prevent disruptions.
  • Monitor system performance and resolve technical issues proactively.

4) Assuming Customers Never Need Human Support

What Not to Do: Removing human agents entirely from the customer support equation.

  • Provide easy and frictionless transitions from self-service to human support
  • Train agents to handle escalations effectively
  • Use AI-driven insights to guide agents in personalizing customer interactions

5) Ignoring Iteration and Customer Feedback

What Not to Do: Treating self-service as a one-time setup rather than an evolving experience

  • Continuously gather and analyse customer feedback
  • Regularly update self-service content, AI models, and workflows
  • Focus on what you can control—prioritize improvements that enhance the customer experience incrementally
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Ruvashan Chetty

Customer Operations Manager
Boral