APU Signs Web3 Talent Development Agreement

A Malaysia-based FinTech that offers automation solutions to asset management companies and other financial institutions has signed a Memorandum of Understanding (MoU) with the Asia Pacific University of Technology & Innovation (APU) to develop Web3 talent in Malaysia through APU’s FinTech Academy at the newly established Financial Trading Center (FTC).

This agreement is based on the common goal of producing competent Web3 talent, and as part of this MoU, the first-of-its-kind APU-myBID Web3 Innovation Lab (WIL) will be established exclusively for specialised Web3 training to boost students’ skills through experiential learning.

The partnering company is a Malaysian Fintech company that specialises in enterprise, blockchain, identity management/electronic know-your-customer (e-KYC) and conversational artificial intelligence (AI). Through its subsidiary, it owns My Blockchain ID (myBID), a Web3-based identity management platform.

The Co-Founder and Managing Director of the company stated that as this once-in-a-generation leap from Web2 to Web3 and the exceptional potential of blockchain technology is witnessed; Web3 developers are in high demand, but only 1% of programmers have the necessary skills. He explained that this agreement and collaboration with the Premier Digital Tech Institution is the right decision because it will help APU students gain the necessary skills, real-world experience, and specialised training to close the technology gap.

By 2023, the blockchain technology sector is expected to be worth more than US$6 trillion. The impressive valuation of this nascent sector demonstrates Web3’s enormous potential to completely transform society, underpinned by a mission to give consumers the final word regarding how large corporations interact with their data. He added that this is the reason the tech firm is proud and excited to be working with APU, an esteemed institution that shares our vision of reaching the Web3 world.

APU has consistently been at the forefront of producing tech talent for the workforce through tech education, which is backed up by its resilience in bracing emerging technologies with a strategic think-ahead mindset. The tech firm has recognised the vital role that Fintech companies can play in advancing the learning system for the next generation of blockchain developers.

Currently, the University is preparing to be one of Malaysia’s first movers in responding to the global need for Web3 talent, as well as the country’s first private university to offer courses on decentralisation, blockchain technologies, and other relevant subjects, with the goal of becoming a regional hub for Web3 training centres in Malaysia and Southeast Asia, the APU Chief Innovation & Enterprise Officer stated.

This strategic partnership with the fintech firm is expected to help build a strong tech-education and blockchain programme that will serve as the foundation for the future development of a sustainable Web3 ecosystem, he added.

APU-myBID Web3 Innovation Lab (WIL) is open to APU students from all schools and will be managed by APU with support from the fintech firm, which has previously run blockchain training programmes and provided blockchain consulting services to a Fortune 50 client.

The focus will be on blockchain programming languages, specifically Transaction Execution Approval Language (TEAL) for Algorand and Solana’s execution environment, which is based on eBPF and allows the Rust, C, and C++ programming languages to be trained on and used by any student.

After completing their training and practical assessments, students will be given the opportunity to work on myBID use cases under the supervision of the firm’s experts. They can select from a wide range of use cases based on their interests, giving them the opportunity to gain real-world Web3 knowledge.

Students who complete the programme will receive a joint certification from APU and the fintech firm and be able to enter the workforce with a healthy blend of hard skills and professional experience, increasing their employability in the Web3 industry.

Exclusive! Succeed in The Digital Era with Cloud Communications

Cloud communications have revolutionised collaboration, enabling seamless interactions, enhanced teamwork and improved customer engagement. Leveraging cloud-based communication tools empowers companies to overcome geographical barriers, optimise operations and explore untapped growth opportunities.

Cloud communications offer significant advantages over traditional methods. Firstly, they provide scalability and flexibility, allowing businesses to easily adapt to changing communication requirements. Secondly, they are highly agile and cost-effective, whether it involves adding new users, expanding to new locations or integrating with other business systems.

One of the key benefits of cloud messaging is its ability to integrate multiple communication methods into a unified platform. Voice calls, video conferencing, instant messaging and email can all seamlessly work together, enabling workers to collaborate and communicate from any device, at any time, and from anywhere. This integration enhances efficiency, promotes teamwork, and facilitates informed decision-making.

Companies gain access to advanced tools and features through cloud communications, including intelligent call routing. This feature ensures that incoming calls are directed to the most appropriate person on the team, leading to improved customer service and reduced wait times.

With interactive voice response (IVR), call queueing and personalised greetings, businesses can provide exceptional customer experiences that feel professional and tailored to each individual.

Seamless integration with customer relationship management (CRM) systems allows for the smooth flow of information, empowering agents with access to client data and enabling them to deliver highly personalised service.

By leveraging all these capabilities, businesses can enhance their overall communication efficiency and deliver a better experience to their customers. These features ensure that every interaction with a customer is handled efficiently, enhancing customer satisfaction and reinforcing a positive brand image.

The OpenGov Tech Day on 8 June 2023 at The Westin in Jakarta, Indonesia was a high-level workshop for decision-makers to explore the latest trends and benefits of cloud technology across Indonesia’s public sector, business, education, financial services and healthcare sectors.

Opening Remarks

Mohit Sagar, CEO & Editor-in-Chief, OpenGov Asia acknowledges that Cloud communications play a vital role in the digital era, enabling seamless communication and collaboration in technology-dependent organisations. “Innovative Unified Communications as a Service (UCaaS) solutions prioritise collaboration, integrating various tools into a centralised platform for enhanced productivity.”

Cloud communications offer feature-rich solutions with intuitive interfaces, facilitating easy adoption and delivering user-friendly experiences. They encourage broader adoption within organisations by providing simple implementation and streamlined processes.

Mohit believes that a user-friendly and intuitive user experience (UX) is crucial for driving the adoption of cloud communications within organisations. By prioritising intuitive UX design, organisations can remove barriers to entry and increase adoption rates, resulting in enhanced productivity, seamless collaboration, positive user feedback and user empowerment.

“Intuitive UX designs simplify onboarding and usage, increasing adoption rates among employees and stakeholders,” he further explains. “These designs offer user-friendly interfaces and streamline workflows, making it easy for users to start using cloud communications tools.”

They also improve productivity by streamlining tasks and reducing complexity. Features like drag-and-drop interfaces, contextual menus and customisable layouts empower users to work efficiently and focus on their tasks rather than struggling with the technology.

Seamless teamwork is made possible through an intuitive user experience that offers a suite of user-friendly communication and collaboration tools. Real-time messaging, seamless file sharing, and presence indicators elevate teamwork, empowering employees to effortlessly connect, share information, and collaborate with utmost efficiency.

A good user experience (UX) leads to positive user feedback, which in turn increases user satisfaction. Satisfied users are more inclined to advocate for the adoption of cloud communications solutions within their organisations, fostering wider acceptance and greater uptake of these tools.

According to Mohit, intuitive UX empowers users by providing them with the ability to tailor their communication and collaboration experiences. Through a range of customisation options, personalisation features and user-friendly settings, individuals can modify cloud communications tools to align with their specific preferences and work styles.

Cloud-native platforms are crucial for organisations to achieve rapid innovation in the digital era. These platforms enable agile development and deployment of new features, allowing organisations to quickly adapt to market demands.

The agility and flexibility required to scale solutions based on demand are provided by cloud-native platforms. These platforms also support the development of user-friendly interfaces and workflows, enhancing the overall user experience. Additionally, integration and interoperability with other cloud-based applications and services enable seamless collaboration and facilitate a smooth transition to cloud-native solutions.

In addition, video-first solutions are essential for enhanced communication, offering high-quality video conferencing, visual and blended multi-modal communication, and support for transformation projects. They adapt to the needs and preferences of different worker generations, driving effective collaboration and project outcomes.

In cloud communications, architectural extensibility plays a crucial role in meeting future requirements. It benefits service providers by fostering innovation and competitiveness, while also empowering third-party developers to create custom solutions that cater to specific needs. Additionally, architectural extensibility allows for cost-effective scalability for organizations, ensuring adaptability to evolving communication needs and providing a future-proof infrastructure that can grow and evolve alongside technological advancements.

“Cloud communications solutions need to meet both current and future prerequisites to enable successful implementation and adoption,” Mohit elaborates. “By addressing present needs and being adaptable to evolving requirements, these solutions enhance communication, collaboration, and productivity while remaining flexible to emerging technologies and changing business landscapes.”

Meeting current prerequisites is vital for a smooth transition to cloud communications. Solutions should align with existing infrastructure, integrate seamlessly with other systems, adhere to security protocols, and be user-friendly. By meeting these prerequisites, disruptions are minimised and organisations can ensure a successful implementation.

Cloud communications solutions must also adjust and adapt to changing requirements over time. Technology and business needs are constantly evolving and solutions need to be flexible and agile.

“By incorporating new features, technologies, and standards, these solutions can meet future requirements and keep pace with emerging trends,” Mohit concludes.

Welcome Address

Nathan Guy, Head of UCaaS, Asia Pacific, Zoom, highlighted the findings of a survey indicating that businesses globally made substantial technology investments during the pandemic, underscoring the importance of understanding customer and employee requirements.

However, despite this recognition, finding the right approach remains challenging, as the need for flexibility in technology stacks becomes crucial in the face of constantly evolving circumstances and ongoing economic uncertainty.

“The question of whether the future workplace truly brings improvement for teams and customers is an important one. At Zoom, we believe it does,” Nathan says. “But to be successful, there are three key areas that must the addressed.”

Firstly, evolving collaboration and productivity frameworks are crucial to keeping up with the changing dynamics of work. Secondly, fostering better personal connections within the workplace helps create a positive and engaged environment. Lastly, meeting the updated expectations of both customers and employees is vital for success.

A report highlighted the significant financial investment of S$15 billion per week in technology during the pandemic, emphasising the need to establish a strong foundation in the technology stack to gain a competitive advantage for the future, Nathan reveals.

Moreover, the future needs of a hybrid workplace must embrace Technology Infrastructure, Flexibility, Communications and Collaboration, Emotional Well Being, and Training and Development.

Voice is considered the foundation of digital transformation, Nathan observes, serving as a natural bridge between the physical and digital realms. “In an increasingly connected world, voice engagement should be at the core rather than the periphery. IP Voice offers affordability, ubiquity, and high-quality communication, making it a crucial aspect of cloud-based voice strategies.”

Voice remains critical for future work, both in terms of customer and employee engagement, and businesses continue to invest in this growing market. Organisations report improved engagement, increased productivity, and enhanced collaboration through the adoption of advanced customer service applications.

According to Nathan, legacy collaboration infrastructure is being replaced by cloud communications to meet the needs of hybrid and remote work. The integration of various collaboration features, including messaging, meetings, conferencing, team chat, and content sharing is crucial for enterprises’ digital aspirations.

A collaboration platform is built on core technology, offering communication and collaboration solutions tailored to different industries and departments. Zoom has invested significantly in AI to enhance the collaboration experience. Ultimately, the focus is on serving customers and helping them thrive in the new era of work.

Customer-facing teams face various challenges that need to be addressed. By empowering these teams to become subject matter experts, organisations can provide customers with personalised and enhanced experiences.

Nathan reiterates that the goal is to bring product innovation together into a comprehensive solution that powers the modern workday for knowledge workers and teams, while also enabling better collaboration with external customers to drive business growth.

This encompasses employee collaboration, starting from checking calendars, chatting and emails in the morning, to meeting collaboration, casual collaboration through huddles, and concluding with phone calls. Similarly, customer collaboration includes marketing events, webinars, sales processes, and overall customer experience, all accessible through a single interface.

The focus is on maximising Customer Lifetime Value through the synergy between employee experience (EX) and customer experience (CX).

“While customer service leaders recognise the importance of consistently delivering good experiences, only a third of customers feel that customer service organisations are improving,” Nathan shares. “Losing a significant percentage of customers due to bad experiences can severely harm a business.”

Studies indicate that customer expectations have risen over the years, making it crucial for businesses to shift quickly and excel in CX. This highlights the challenge of meeting customer needs in an uncertain environment while facing resource constraints.

Nathan spoke about a Global CX Excellence Report which identified six pillars of CX excellence: personalisation, trust, minimising customer effort, meeting expectations, resolution and empathy. “Meeting these customer expectations requires holistic thinking and cross-team collaboration.”

The six pillars of CX excellence identified by the Global CX Excellence Report are personalisation, trust, reducing customer effort, meeting expectations, resolution, and empathy, Nathan has also stressed. Personalisation, empathy, and minimising time and effort are among these that are particularly important. It takes cross-team cooperation and comprehensive thinking to meet these client expectations,” says Nathan.

Jayraj Nair, Customer Experience Lead-ASEAN, Zoom acknowledges that to redefine and transform the CX and EX, it is important to address the challenges of siloed teams and disconnected tools. According to reports, a total experience approach is vital and 60% of large enterprises are expected to adopt this by 2026.

To deliver consistently good customer experiences, it is essential to bring together employee productivity and CX strategies. By combining these two elements effectively, businesses can create a harmonious and seamless interaction between the company and its customers, resulting in enhanced customer satisfaction.

Organisations that provide a total experience, connecting employees and customers, are projected to outperform competitors in satisfaction metrics by 2024.

Employee productivity refers to the efficacy and efficiency with which employees carry out their duties within an organisation. When employees are productive, they can provide customers with superior service and support, ensuring that their requirements are met promptly and satisfactorily.

Similarly, CX strategies involve the planning and execution of initiatives designed to improve the overall consumer experience when interacting with a company. This includes personalised communication, streamlined procedures, user-friendly interfaces and effective problem resolution.

Zoom offers a comprehensive CX + EX platform that seamlessly integrates employee and customer experiences, says Jayraj. This unified experience is made possible by leveraging the end-to-end capabilities of the Zoom platform, allowing customers to access the desired functionality from the cloud when and where they need it.

“The introduction of the Zoom Contact Centre is seen as an exciting innovation that drives loyalty and retention through prompt and personalised customer interactions,” Jayraj explains. “With Zoom handling the heavy lifting, organisations can focus on their employees and customers.”

Closing Remarks

Nathan expressed his gratitude for the participants’ valuable time and their active participation in the Lego-building exercises. He also acknowledged their insightful comments, which added depth to the discussions.

He reiterated the importance of prioritising customer service and stressed the need to consistently provide a positive experience throughout the entire organisation. By maintaining a customer-centric approach, businesses can build strong relationships, foster loyalty, and achieve long-term success.

Nathan shared that Zoom has transformed from a simple application into a comprehensive platform and highlighted the significant business value that comes with utilising Zoom’s diverse range of solutions. These include Zoom Phone, telephony, team chats and meeting rooms that offer businesses a holistic communication and collaboration experience, enabling seamless connectivity, efficient team communication, and productive meetings.

“These solutions can be integrated and readily used for immediate benefit,” he confirmed.

In addition, Nathan emphasised the importance of each step in developing a customer experience strategy. This includes incorporating web chat, video, phone capabilities and other relevant tools. The focus is on providing the right tools to serve both internal and external customers, to enhance the user experience (UX) and customer experience (CX). By aligning these experiences seamlessly, businesses can ensure that interactions with customers are efficient, effective and ultimately satisfying for all parties involved.

Mohit acknowledged the significance of technology partnerships in driving innovation, accelerating development and fostering success across various industries.

By collaborating with external technology partners, businesses can access specialised expertise, leverage cutting-edge technologies and combine resources to create innovative solutions and stay competitive in the rapidly evolving market landscape.

These partnerships enable organisations to tap into a broader ecosystem, unlocking new opportunities and facilitating growth in their respective industries. Moreover, having access to new consumer segments, geographic regions, or industry verticals, technology partnerships offer opportunities for market expansion.

By combining concepts, research, and development efforts, partnering with technology experts can expedite innovation. The pooling of resources, talent, and perspectives frequently accelerates the development of innovative products and services.

“Partnerships can play a crucial role in helping businesses penetrate markets more efficiently by leveraging existing networks and gaining access to a larger client base, “Mohit concludes. “This allows for accelerated market entry, increased brand visibility and enhanced market reach, ultimately contributing to the growth and success of the involved companies.”

Unveiling Singapore’s Digital Connectivity Blueprint

Singapore’s Minister for Communications and Information, Josephine Teo, unveiled Singapore’s Digital Connectivity Blueprint (DCB), which establishes the orientation for Singapore’s digital connectivity’s next frontier.

Singapore’s Infocomm Media Development Authority (IMDA) partnered with a cloud computing company to launch a Joint Innovation Centre (JIC), a first-of-its-kind in Southeast Asia and appointed 18 high-potential tech professionals as SG Digital Leaders under the SG Digital Leadership Accelerator.

The Blueprint was created in collaboration with the Advisory Panel on Digital Infrastructure, which is co-chaired by Dr Janil Puthucheary, Singapore’s Senior Minister of State, Ministry of Communications and Information, and other industry partners. It outlines strategic priorities and moves into new frontiers to stay ahead of the curve.

Reports cited that Singapore will continue to invest ahead of demand and plan holistically for the whole digital infrastructure stack, including hard infrastructure, physical-digital infrastructure, and soft infrastructure, to guarantee that the digital infrastructure is future-ready.

The nation is committed to staying ahead of the competition by expanding digital connectivity to provide better lifestyles and new opportunities for people and businesses. Hence, Singapore will increase its focus on the following strategic priorities:

Provide enough capacity for underwater cable landings to double in the next ten years.
Within the next five years, build seamless end-to-end 10 Gbps domestic connectivity.
Ensure digital infrastructure has world-class resilience and security.
Create a roadmap for the expansion of new Green Data Centres and push the sustainability envelope.
Increase the use of the Singapore Digital Utility Stack to broaden the benefits of smooth digital transactions.

Also, Singapore will make movements in more fledgling and frontier areas to capitalise on future opportunities:

Push for a Quantum-safe Singapore within the next ten years.
Lay the groundwork for widespread autonomy.
“Green software” to reduce heightened computing by establishing a nascent ecosystem for sustainable software.
Use Low Earth Orbit satellite services to enable creative solutions in critical industries.

The Blueprint lays a solid foundation for Singapore to achieve better opportunities, stronger trust, and empowered communities.

In addition, Tan Kiat How, Singapore’s Senior Minister of State, Ministry of Communications and Information, met with the 18 Singaporeans designated as SG Digital Leaders from 16 companies. This is part of IMDA’s initiatives to develop Singaporean leaders in the ICT ecosystem for leadership roles in the digital economy.

The SG Digital Leaders are founders of high-growth tech start-ups, executives at large corporations (MNCs), and inventors creating world-changing technology. These executives come from a variety of backgrounds, lead regional teams, and have experience in Artificial Intelligence (AI), Machine Learning (ML), data, software, and engineering.

The JIC will provide exclusive access to the latest tech showcases and demonstrations, innovation methodology for successful adoption and deployment, and workshops for design thinking, among other things, to inspire corporates and public sector organisations to accelerate industry innovation and support the growth of promising start-ups.

Modern digital infrastructure is critical to Singapore’s growth and prosperity. Businesses and consumers may access information and services more easily with improved connections, boosting innovation and economic competitiveness.

Process automation and digitalisation increase efficiency and production while decreasing expenses while smart city solutions improve resource management and overall quality of life. A well-developed digital infrastructure ecosystem attracts investments and encourages digital economy growth.

Data-driven decision-making gives policymakers more authority. Singapore’s emphasis on contemporary digital infrastructure positions it as a digital age global leader prepared for long-term growth and development.

PolyU Joint Tech Research Institute to Drive Industrial Transformation

The Hong Kong Polytechnic University (PolyU) and the Jinjiang Municipal People’s Government have signed an agreement to establish the PolyU-Jinjiang Technology and Innovation Research Institute. The institute’s objective is to enhance and foster research collaboration among industries, academia, and research organisations in Hong Kong and Jinjiang.

The Vice President (Research and Innovation) of PolyU and the Mayor of Jinjiang signed the agreement at a ceremony held in the Quanzhou Nanyi National High-tech Zone on 2 June 2023. The establishment of the research institute will use PolyU’s research expertise and accomplishments to address Jinjiang’s industrial requirements and support the city’s industrial transformation.

The partnership encompasses a wide range of fields, including new textile materials, fashion design, intelligent wearable systems, microelectronics, future food, and public policy. This collaboration aims to leverage the research prowess of PolyU and the industrial strengths and resources of Jinjiang. Together, they will foster the growth of entrepreneurial talents equipped with innovative technological knowledge and a global perspective.

By capitalising on PolyU’s renowned research excellence and Jinjiang’s thriving industries, this partnership will actively support Jinjiang’s aspiration to become a leading innovation hub. The collaboration between the two entities will facilitate the seamless integration of the industrial chain and the innovation chain, fostering mutual advancement. It will inject fresh vitality into the development of local high-tech industries, driving forward technological innovation and propelling Jinjiang’s overall progress.

The Government of Hong Kong has been working on advancing manufacturing as part of its smart city development push. For example, situated in Tseung Kwan O INNOPARK, the cutting-edge Advanced Manufacturing Centre (AMC) stands as an innovative hub for forward-thinking industrialists and plays a crucial role in supporting Hong Kong’s “new industrialisation” objectives.

This state-of-the-art facility is equipped with advanced manufacturing and testing capabilities, offering a solid foundation for companies, regardless of their size, to engage in customised production of high-value-added yet low-volume technological innovations. The AMC boasts a comprehensive, scalable, and efficient manufacturing space, providing dedicated logistics, warehousing, prototyping, low-volume assembly, and cleanroom services to meet diverse industry needs.

The Government is also working to nurture tech talent. The Technology Talent Admission Scheme (TechTAS), for example, offers an expedited process for eligible companies to recruit non-local technology talent for research and development (R&D) projects within the Hong Kong Special Administrative Region (HKSAR).

To participate, eligible companies must apply for a quota through the Innovation and Technology Commission (ITC). Once a company receives a quota, it can sponsor an eligible individual to apply for an employment visa/entry permit during the 24-month validity period of the quota.

With regard to intelligent wearable systems, the Research Institute for Intelligent Wearable Systems, established in May 2021, received initial funding of HK$30,000,000 for a three-year period from the Hong Kong Polytechnic University. RI-IWEAR comprises members from diverse disciplines, such as physics, chemistry, materials, textiles and clothing, design, electronics, mechanical engineering, computing, and occupational health and safety.

The institute builds upon the existing expertise of the Research Centre for Smart Wearable Technology, which is hosted at the Institute of Textiles and Clothing and collaborates with colleagues across the PolyU campus.

The agreement between PolyU and Jinjiang to establish the PolyU-Jinjiang Technology and Innovation Research Institute marks a significant milestone in fostering research collaboration and driving industrial transformation. With a focus on various fields and leveraging the strengths of both parties, this partnership aims to propel Jinjiang’s development into a leading innovation hub, seamlessly integrating the industrial and innovation chains for mutual growth.

Advancing Portable MRI Technology

Responsible Research and Innovation (RRI) researchers have significantly contributed to developing and installing the magnet utilised in the portable scanner. This innovative magnet technology is undergoing trials as part of a collaborative project between the RRI and the University of Minnesota in the United States. The RRI researchers have been actively involved in designing, fabricating, and optimising the magnet system to ensure its compatibility with the portable scanner.

Through this collaborative research and development, the RRI team has successfully implemented cutting-edge magnet technology that offers enhanced portability without compromising the quality and accuracy of the scanning process. The portable scanner, equipped with an advanced magnet system, holds great promise for various applications, including medical diagnostics, on-site inspections, and field research.

A senior engineer at RRI, Ben Parkinson, expresses that the magnet’s small size is the key to making MRI scanners portable. Smaller scanners will also mean a more positive patient experience. “Traditional MRI scanners are large and stationary machines, but with advancements in magnet technology, it has become possible to develop smaller and more compact scanners,” he said.

According to Professor Michael Garwood, the study’s principal investigator from the University of Minnesota Medical School, the design of the magnet used in portable MRI scanners can make these scanners transportable to populations and environments virtually anywhere.

The portability of MRI scanners has significant implications for expanding access to medical imaging technology beyond traditional healthcare settings. It enables conducting diagnostic imaging in rural communities, disaster-stricken regions, mobile clinics, and other challenging environments.

Bringing MRI scanners to these populations and environments can improve healthcare outcomes by enabling timely and accurate diagnoses, guiding treatment decisions, and facilitating preventive care.

The RRI and the University of Minnesota collaboration exemplify the importance of cross-disciplinary partnerships and knowledge sharing in advancing research and innovation. This ongoing collaborative project with the University of Minnesota aims to validate further the portable scanner’s effectiveness and reliability in real-world scenarios. It is underway to assess the scanner’s performance, optimise its capabilities, and explore potential areas of improvement.

The accomplishments of the RRI researchers in developing and implementing the magnet for the portable scanner highlight their dedication to pushing the boundaries of scientific discovery and technological innovation. Their work is a testament to the potential of responsible research and innovation in driving transformative advancements that benefit society.

“Developing a device that requires seamless integration of mechanical and electromagnetic components would be a complex task. However, the team has achieved remarkable success, and I am thrilled to continue our partnership,” said Mr Parkinson.

Mr Parkinson is optimistic that in the future, portable scanners like these may empower communities in remote and resource-limited settings. They will have the potential to solve health inequities, facilitate research in understanding brain development and degeneration in diverse populations better, and enhance access to high-quality clinical care.

Unlocking the Power of Data Analytics and Automation Labs

Organisations may harness the power of data to promote innovation, streamline processes, and arrive at wise decisions by using a data analytics and automation lab. Organisations are given the tools they need to adapt to the changing digital world and gain an edge over rivals in their specialised markets.

In the Philippines, the Data Analytics-Network Grid and Automation Laboratory (DANGAL) was recently launched by the University of Cabuyao (UC) and the Philippine Council for Industry, Energy, and Emerging Technology Research and Development (DOST-PCIEERD) with the goal of enhancing the research capacity of the Laguna Province.

With a focus on immediate translation to research and practice, leveraging and diversifying DOST PCIEERD-funded resources, integration across the computing and engineering disciplines, and creating a competitive advantage in research and development on a global scale, the UC (PNC) DANGAL seeks to promote community partnerships and industry collaborations.

The Php 7 million (SG$ 203,700) laboratory will also focus on automated warehouse systems, such as goods-to-person (GTP) systems, autonomous mobile robots, automatic guided vehicles, pick-to-light and put-to-light systems, voice picking and tasking, automated sortation systems, and automated storage and retrieval systems.

As part of the Institution Development Programme (IDP) of the DOST, Dr Enrico Paringit, Executive Director of DOST-PCIEERD, stressed the need of recognising cutting-edge research, which calls for cutting-edge infrastructure and fully stocked laboratories. He noted that it is critical that they ensure that the institutions have the resources they need to undertake creative research and development.

According to Dr Enrico, the UC (PNC) Dangal Research Laboratory also demonstrates the institution’s commitment to encouraging the advancement of technology development and grasping the opportunities presented by Industry 4.0.

This lab will serve as a catalyst for collaboration, information sharing, and research advancements both within and outside the walls of this university, as well as in the manufacturing sectors of Laguna Province. He also reminded staff and students at the University of Cabuyao that the UC Dangal Research Laboratory is more than just a physical location equipped with equipment and innovative technology.

He believed that this would be a symbol of the students’ and researchers’ aims and ambitions, as well as a venue where ideas would grow, innovation would be fostered, and solutions to real-world problems would be produced.

Engr Mary Grace Beao, Project Leader at UC (PNC) DANGAL, also inspired UC teachers and students about the relevance of the lab in terms of capacity building and its commitment to national development through research and development. The lab also aims to improve the College of Computing and Engineering’s skills by fostering practical training for both staff and students and by improving data analytics, network, grid, and automation processes between Laguna industrial enterprises and the university.

The UC (PNC) DANGAL laboratory is the city’s first to be financed by PCIEERD’s Institution Development Programme (IDP). IDP is an existing programme that helps universities improve their abilities to conduct research in the fields of industry, energy, and emerging technologies. This programme aids in the creation and upgrading of research laboratories and infrastructure at academic and research institutions throughout the country.

Data Analytics and Automation Labs are built to manage massive amounts of data and are scalable to meet changing requirements. As industries expand, the lab may adapt to meet the increased demand for data analysis and automation.

Also, a lab environment enables organisations to quickly adapt to new technologies, tools, and techniques, ensuring that they remain competitive in the continually expanding data world.

Vietnam’s Push for E-Invoice Adoption Driving Digital Transformation

The taxation sector is actively working towards the goal of having 70% of enterprises and business households transition to using e-invoices generated from cash registers by the end of this year. This initiative was launched on 15 December 2022. The promotion of e-invoices is a key task of the tax sector in its attempt to digitally transform businesses, financial agencies, and state departments.

As per the directives of the General Department of Taxation, tax departments have been urged to achieve specific targets for e-invoice adoption. These targets include reaching 30% by the end of the second quarter, 50% by the end of the third quarter, and 70% by the end of the year. In major cities such as Hanoi, Ho Chi Minh City, Hai Phong, and Quang Ninh, the requirement is a 100% adoption rate for dining and restaurant services.

By late May, a total of 18,963 businesses had completed the registration process to utilise e-invoices with tax codes generated from cash registers. According to the head of the Vietnam Academy of Finance’s Tax and Customs Department, expanding the use of e-invoices from cash registers plays a crucial role in enhancing the monitoring capabilities of tax authorities. This, in turn, leads to more efficient and equitable tax management by facilitating better oversight of the supply of goods and services offered by businesses.

Attention has been paid to solving obstacles related to policy, professional process, and the application of software in the scheme; as well as enhancing communication campaigns to raise taxpayers’ awareness of the benefits of using e-invoices generated from cash registers.

Ho Chi Minh City is among the three localities chosen for piloting the use of e-invoices. However, despite more than two months of implementation, the number of taxpayers who have successfully registered in the city has remained relatively low. As of 26 February of this year, the total number of registered taxpayers reached only 278.

Based on a preliminary survey, Ho Chi Minh City has identified 266 enterprises and 5,268 business households that fall within the scope of the scheme. These entities include trade centres, supermarkets, restaurants, hotels, and entertainment service providers. They have been identified as the primary targets for the implementation of the initiative.

Last year, the Minister of Finance said that e-invoices are crucial in creating a transparent and fair business environment, more streamlined administrative processes, and higher productivity. They are an integral part of Vietnam’s national strategy for digitalisation. The Ministry’s e-invoice project significantly improves the level of transparency and effectiveness while helping cut costs and improve the business environment.

Promoting the use of e-invoices is part of the government’s plan to build a digital society and economy. In 2020, Vietnam kicked off a national digital transformation programme, under which the country would renovate the management and administration activities of the government, the production and business activities of enterprises, and the overall way of living and working. It is working to develop a safe, humane, and wide digital environment. The national digital transformation programme has the dual purpose of both developing the digital government and economy and establishing Vietnamese digital businesses with a global capacity.

Exclusive! Enhancing Omnichannel Customer Experience Through AI-Driven Personalisation and Digital Satisfaction

In an increasingly digital landscape, customer experience has emerged as a vital differentiator for businesses in every industry. As multichannel interactions continue to rise, customers increasingly seek personalised experiences that seamlessly connect across multiple touchpoints.

To meet evolving customer expectations, corporate digital satisfaction strategies are leveraging AI-powered personalisation to enhance the omnichannel consumer experience. By harnessing the power of AI, organisations can analyse vast volumes of customer data to gain valuable insights into individual preferences, behaviours and needs, enabling tailored solutions.

Machine learning algorithms allow companies to offer personalised recommendations, product suggestions and targeted promotions to customers across multiple channels, including websites, mobile applications, social media platforms and in-store interactions.

AI-powered chatbots and virtual assistants play a pivotal role by leveraging natural language processing and machine learning techniques to accurately comprehend and promptly respond to customer inquiries in real-time.

Chatbots increase customer service efficiency and response times by delivering immediate and accurate assistance. They may answer basic questions, provide product information, process transactions and even address problems, creating a smooth and frictionless client experience.

Additionally, AI technologies provide sentiment analysis, which enables organisations to assess client emotions, views and levels of satisfaction across numerous digital platforms.

Organisations can acquire important insights into customer sentiment by analysing customer feedback, reviews, and social media interactions and adapting their strategies accordingly. This assists in identifying areas for improvement, responding to customer issues, and proactively improving the entire customer experience.

Personalisation at this level delivers a more engaging and relevant customer experience, enhancing customer happiness and loyalty.

The OpenGov Breakfast Insight on 7 June 2023 at the Westin Jakarta, Indonesia, centred around delivering prompt, accurate and highly tailored customer experiences that drive loyalty through cutting-edge conversational AI and machine learning intelligence.

Opening Remarks

Mohit Sagar, the CEO and Chief Editor of OpenGov Asia, emphasises the importance for businesses to effectively collaborate with the rapidly evolving field of artificial intelligence in today’s era.” Harnessing the benefits of technology and leveraging advancements in AI to enhance efficiency for both users and businesses entails tweaking or even doing away with conventional methods.”

The swift advancement of technology, coupled with the pivotal role of artificial intelligence (AI), has greatly contributed to boosting business productivity. Moreover, the pandemic brought about a paradigm shift in consumer behaviour within Indonesia, compelling 17.5% of traditional offline shoppers to venture into the realm of online shopping.

Consumers have embraced a wide range of online sales channels, including marketplaces, social media platforms, and websites. Notably, the proportion of consumers who exclusively engage in online shopping has surged from 11% before the pandemic to 25.5% in early 2021. Remarkably, post-pandemic, a significant majority – 74.5% – of consumers still exhibit a preference for online shopping, favouring it over offline alternatives.

To enhance customer satisfaction, the adoption of multi-channel strategies has become increasingly crucial. There are five key ways through which businesses can effectively enhance multi-channel customer satisfaction:

Data-driven personalisation (AI). When a business offers personalised experiences, such as the ease of accessing service information both online and offline, it indirectly creates a sense of being well-served among consumers.

Consumer data. Insights gained from data play a pivotal role for businesses, enabling them to understand the habits and behavioural patterns of their customers. By integrating consumer data from various sources, businesses gain a valuable understanding that facilitates informed decision-making and allows for the creation of targeted strategies in the future, tailored to the specific needs and preferences of their target consumers

Personalisation. Businesses should prioritise delivering tailored customer service, ensuring that consumers do not have to endure lengthy waiting times to obtain essential business-related information. One effective approach is to enhance chatbot or virtual assistant capabilities through the integration of AI technologies.

Revenue Innovation. By analysing consumer habits and patterns, businesses can make informed decisions that align with consumer interests. This understanding enables businesses to foster innovation and create diverse revenue streams, thereby driving revenue growth.

AI adoption. In the digital technology-driven world of today, businesses that fail to leverage artificial intelligence to enhance productivity risk losing out to their competitors. However, by effectively utilising AI and embracing innovation, businesses can transform themselves into consumer-oriented enterprises, propelling their growth and success to new heights.

Mohit believes in the present digital era, multi-channels not only boost consumer satisfaction and foster loyalty but also enable businesses to reduce costs and drive revenue growth. By offering customers many avenues to engage and make purchases, businesses can cater to diverse preferences while simultaneously streamlining operations and maximising their financial outcomes.

While AI-based multichannel strategies offer numerous benefits and advantages in enhancing business productivity, it is essential to acknowledge that there are challenges associated with their implementation.

An essential aspect for businesses implementing AI-based multichannel strategies is the responsible collection and use of consumer data. Handling and managing customer data across various channels necessitates strict measures to ensure data privacy and security, complying with regulations.

Unfortunately, there are instances where some businesspeople may not prioritise the protection of this data, which can have detrimental effects on both consumers and the integrity of the company itself.

Data leaks, such as those involving health or financial information, are of great concern among consumers. In light of these challenges, companies must adopt a proactive approach to address and overcome such issues, prioritising robust measures to safeguard sensitive data and ensuring the trust and confidence of their customers.

Similarly, companies should allocate a portion of their earnings towards building a skilled technological workforce capable of efficiently and effectively implementing strategies. However, it is important to acknowledge that companies, especially startups, may encounter challenges in achieving a quick return on investment (RoI) within a short time frame.

Additionally, it is necessary to have an in-depth understanding of customer needs and behaviour before implementing effective AI-based customer satisfaction. Companies must invest in consumer research and analysis for implementation to get maximum results.

“When implementing AI-based personalisation and digital satisfaction strategies, it is crucial to consider and plan for the challenges that may arise,” Mohit concludes. “By proactively addressing these challenges and having a well-thought-out implementation plan, businesses can increase the likelihood of successful execution and avoid common potential problems.”

Welcome Address

Nathan Guy, Head of UCaaS, Asia Pacific, Zoom, highlighted the findings of a survey indicating that businesses globally made substantial technology investments during the pandemic, underscoring the importance of understanding customer and employee requirements. However, despite this recognition, finding the right approach remains challenging, as the need for flexibility in technology stacks becomes crucial in the face of constantly evolving circumstances and ongoing economic uncertainty.