Improving the Customer Experience by Implementing Self-Service across all Channels

Transcription

1 Imprving the Custmer Experience by Implementing Self-Service acrss all Channels Hasniza Mhamed General Manager, Grup Digital Center Telekm Malaysia 2017 TM Frum 1

2 Telekm Malaysia at Glance Our visin Our brand values EASY Life Made Easier Business Made Easier T make life and business easier, fr a better Malaysia TRUSTED INNOVATIVE N. Bradband prvider in Malaysia 2.37 mil Bradband custmers as f Q Cnvergence Champin / N. 1 Cnverged Cmmunicatins Service Prvider Infrmatin Exchange Infrastructure & Platfrm ICT Innvatin Exchange Cntent Applicatin Devices 2.23 mil prts Fr high speed bradband deplyment > 28,000 Emplyees Our fcus Our guiding values and principles Surce: Annual Reprt 2016 Cntinued Grwth KRISTAL Guide Values Ttal Cmmitment t Custmers Uncmprmising Integrity Respect and Care Fundamental prductivity shift TWP Imprved Institutinal Health Enablers COOL Guiding Principles Custmer Experience and Service Excellence One-Cmpany Mindset with Cmmitment t Serve Operatinal Excellence and Capital Prductivity Leadership thrugh Innvatin and Cmmercial Excellence RM12.06 bil Revenue (with 2.9% grwth YOY) % Ttal return t share hlders 2017 TM Frum 2

3 We started Digital jurney in 2015 and in 2016, we intrduced TM Digital Blueprint VISION T make life and business easier, fr a better Malaysia, enabled by Digital Custmer Experience Prcess Optimisatin New Opprtunities DIGITAL PROGRAMMES Generate easy and simpler ways fr custmers t engage with TM Simplify and streamline internal prcesses thrugh digitalisatin Create cmpletely new adjacencies enabled by digital ENABLERS Advanced Analytics Evlving Organisatin Mdernised Culture Next-Gen Technlgy Digital Capabilities Fcus f discussin tday 2017 TM Frum 3

4 Ppulatin distributin fr digital behavir Percent Custmers are nw mre digital savvy 85% Digitally Capable 2017 High-level descriptin Digital by Lifestyle 43% Digital is imprtant t life, cmbines persnal data activity with scial data activity Digital by Chice 27% Like the ease and simplicity f digital cmmunicatin and infrmatin surces Digital by Need 15% Digital is nt natural but used when necessary r unavidable Offline Sciety 2017 N = % Live in a nn-digital wrld and prefer traditinal nn-digital life and brands 2017 TM Frum 4

5 We have recently launched ur new website 2017 TM Frum 5

6 The secret t this is Design Thinking. 1 1 Opprtunities fr innvatins is gained frm the empathy sessin with custmers 3 Launched a better custmer experience fr unifi.cm.my 3 Design 2 2 Prttypes & reiteratins TM Frum 6

7 And 2-speed architecture t enable fast time t market FAST-SPEED ARCHITECTURE 1 FRONT-END SYSTEMS Flexible & agile custmer facing applicatins, laying the fundatin fr digital: Thin layer with mainly screen flw lgic Enabling prttyping & iterative-based fast develpment & release thrugh cnsuming APIs 2 INTEGRATION & MIDDLEWARE Abstracting business lgic t supprt integratin between frntend & backend: Adpting mdular & service-riented design Expsed APIs can be leveraged and re-used by multiple frnt-end systems TRANSACTIONAL ARCHITECTURE 3 BACK-END SYSTEMS Stable & rigid backend cre systems fr transactin and data prcessing: Supprting high mdularity, simplicity, custmercentricity and cnfigurability Limited custmizatins t reduce maintenance and upgrade cmplexity 2017 TM Frum 7

8 Balancing between self service and human is becming mre crucial nwadays Call center LIVE Live Chat Scial Media Chat Bt Online* Cmmunity *create wn truble ticket 2017 TM Frum 8

9 Cnclusin Malaysian are becming mre Digital-savvy Enabling ne stp center fr all the jurneys is very imprtant Our jurney twards successful digitisatin was the result frm Design Thinking, 2-speed IT and agile rganizatin Human is still relevant in ur digital jurney as at tday 5 Omni-channel is ur next main fcus 2017 TM Frum 9

10 THANK YOU TM Frum 10