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
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:
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.
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.
2) Overlooking Data Quality and Relevance
What Not to Do: Using outdated, inconsistent, or irrelevant data in self-service systems.
3) Lacking Confidence in Your Systems
What Not to Do: Deploying self-service solutions without ensuring system reliability, integration, and performance.
4) Assuming Customers Never Need Human Support
What Not to Do: Removing human agents entirely from the customer support equation.
5) Ignoring Iteration and Customer Feedback
What Not to Do: Treating self-service as a one-time setup rather than an evolving experience