Frictionless Support, Powered by AI
August 26, 2025
| Free CX Network Webinar Series
Lolitta Suffian
Group Head of Customer Experience Telekom Malaysia Group
As Vice President Customer Experience at Telekom Malaysia, Lolitta's focus is on developing and implementing strategies that enhance the customer journey from start to finish. With a COPC certification and a robust skill set in CRM and team leadership, her approach is data-driven and collaborative, ensuring that products and services align with consumer expectations. The strategies she has architected extend across both digital and traditional platforms, creating a seamless experience that boosts customer satisfaction and loyalty.
Her TM team has introduced initiatives that have significantly improved customer interactions. Her mission is to continuously refine these experiences, fostering a culture where customer-centricity is the norm and excellence in service delivery is the standard.
Lolitta was also awarded winner of tjhe WeQual APAC Award 2024.
Day One
12:00 PM Elevating Every Interaction: Telekom Malaysia’s Customer-First Approach to AI and Automation
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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