2022: Cut The Chatter, It’s All About CX
Goodbye 2021, hello 2022. With a whole new year ahead of us, we can be sure that there will be a rise in opportunity for business innovation. As the world welcomes the new year, organizations will look to finesse the mix of technological solutions implemented over the pandemic to adapt and prepare for accelerated growth and productivity. Let’s take a closer look at some trends the market will be turning to in 2022. Identifying...
The Need For Reskilling And Upskilling To Stay Relevant
The World Economic Forum (WEF) published ‘The Future of Jobs Report’ in 2020, warning that recession and the robot revolution may displace 85 million jobs by 2025. Machines are set to take over information and data processing, administrative tasks and routine manual jobs of white collar and blue collar workers. The Covid-19 pandemic, border closures and national lockdowns have accelerated these changes in an unprecedented way, with...
Gas Stations And Beyond: Why Cybersecurity Is A Top Priority For Industrial Infrastructure
Industrial Control Systems (ICS) demand specific approaches to cybersecurity due to their complex structure, connected devices with different capabilities, software and operating systems, and critical functions. And this isn’t just a theory. Something as common as a gas station has all the attributes of an ICS, such as connected equipment including pumps and tanks, controllers, a management system, a payment system, as well as...
How Strengthening ICT Supply Chain Resilience Is Everyone’s Business
NotPetya, WannaCry, ShadowPad, and Sunburst may or may not be household names, but these malware, and many more, have unleashed significant harm on the world. Recently, one such instance of malware was used to attack an IT services company based in Dublin, which supplies security software to scores of large cybersecurity contractors. Working through the company, hackers infected hundreds of its clients worldwide with...
5 Innovative Ways Automation and AI Will Revamp Customer Experience in Malaysia
Customer experience (CX) has become the top strategic priority for businesses worldwide. Online self-service has become a necessity for businesses to adapt to the increasingly digitalized landscape. Contact centers are more valued than ever as they have become a critical CX driver. In Malaysia, up to 34% of customers have cited that they will trust a brand more if they provide exceptional customer services . To leverage this...
The Ideal Anatomy Of An Online Shopping Card
Like most of you, the continuing pandemic has affected my online buying habits in more ways than one. I have embraced more the virtual way of shopping just like the more than three in five online users (64%) in Southeast Asia (SEA) as our research revealed last year. I still enjoy retail shopping, especially the experience of seeing so new products and testing a variety of gadgets. But of course, health comes first so I have adapted...
How Smart Homes Are Changing Our Lives In 2021
Smart home technologies have long ceased to be something new or surprising. Today, the idea of smart home appliances or switches isn’t from a cyberpunk scene, but rather an actively emerging reality. For example, the report from Berg Insight revealed that the number of smart homes in Europe and North America reached 102.6 million in 2020. What was once a collection of single and separate devices, smart homes are turning into...
Enhancing the Future of Malaysia’s Customer Service with AI & Automation
Throughout the pandemic, one of the hardest-hit areas of business has been the contact center. Starting with the sudden, wholesale shift from brick-and-mortar to a work-from-home model, contact centers and agents were faced with enormous challenges to maintaining operations—all while being inundated with calls, texts, chats, emails, and even video interactions. The result was far from stellar for most consumer brands, with many...
Unmasking The Human Element In Cybersecurity In A Pandemic Time
Imagine this: your company has a precious treasure to protect, the defences with the latest technology were set up. However, the guards on duty were not informed of the treasure, neither were they provided the knowledge of how to navigate the defence systems. Worse still, the guards did not recognise the treasure as something to be protected. When the enemy came, they easily bypassed the guards, disabled the security systems, and...
Straddling Two Worlds: Starting A Business At University
While corporate employment used to be goal of most university graduates in previous decades, self-employment has become an attractive option to the younger generation, especially with the increasing unemployment rate during the pandemic. More fresh graduates are increasingly attracted to the independence this affords them, the freedom to explore their creative ideas as well as the job satisfaction of working hard on something they...
5 Steps to Plan Your Digital Transformation
Being in the IT industry for the last 28 years, I had the chance to observe the many advancements and upheavals in the field – advancements in technology, changes in standards and protocols, mergers and acquisitions, layoffs and re-organisations. But I have never seen Southeast Asia (SEA) transforming at a breakneck speed until this pandemic. This transition boils down to one segment – digital. In fact, the region has reached more...
Has The COVID-19 Pandemic Fuelled Malaysia’s Start-Up Ecosystem?
It goes without saying that the COVID-19 pandemic has disrupted global businesses, from transportation and logistics to education and healthcare. Despite business disruptions, globally there was a surge of new ideas and young start-ups who adapted quickly to the pandemic and found themselves in the mainstream marketplace in a very short span of time. The United States, United Kingdom and Japan reported that new business registrations...
Filling the Gaps: The Story of APAC’s Cyber Capacity Building
The recent cyberattack incidents involving the largest pipeline system for refined oil products and one of the world’s biggest meat producers in the United States serve as yet another reminder that countries will continue to deal with cyberattacks. And the number is growing. Globally, the percentage of attacked industrial control systems in the second half (H2) of 2020 was 33.4 percent — an increase of .85 percentage points...
Contact Centres in Asia Pacific at the Tip of the AI Iceberg
Over the years, conversational artificial intelligence (AI) has been recognised as a key component of digitalization, as many businesses strive to streamline their operations while delivering new and transformative experiences for their audiences. Conversational AI helps contact centres in many forms – from powering intelligent virtual assistants (IVAs), analysing calls in real-time to summarising calls for agents. The short answer to...
7 Smart Tips for Safe Online Shopping
Reports of a RM2.4 million Internet fraud committed by five Nigerians , made headlines recently and have brought online safety in Malaysia to the spotlight. With the Internet being widely available and offering endless opportunities, it is easy to forget that the Web has become a new ground for scammers who target users from all walks of life. Furthermore, recent MyCERT incident statistics for the first half of 2015 paint an alarming...
