EXCLUSIVE: OpenGovLive! Virtual Breakfast Insight: – Cyber Security Readiness in Thailand’s Critical Infrastructure

Riding the current digital wave, many companies are changing their operating processes and moving to a more digitalised environment. Along with this transition, comes a host of new cyber threats. Digital transformation and hyper-convergence also create unintentional gates for risks, vulnerabilities, and attacks.

Additionally, the COVID-19 pandemic has exposed businesses to cyber-attacks and data breaches and malicious cyber actors who exploit working models in the new normal, where many businesses operate remotely.

Companies may be unaware of and are not prepared for these events with a suitable plan in place.

Security, along with wealth and sustainability is one of the three key aspects of the Thailand 4.0 Plan. It strongly encourages businesses to alter their cyber safety strategies to implement more protective measures. Nonetheless, the Thai government remains deeply committed to cyber resilience and works closely with businesses to ensure they deploy rigorous measures.

With first-hand experience and lessons from others, organisations are becoming increasingly aware of their vulnerability to cyber-attacks that could paralyse the company or destroy IT systems permanently.

Business continuity plans could use a cyber-resilience strategy that can help to cope with disruptive cyber incidents. Typically, the plans include means to protect critical applications and data against such risks and to recover from infringement or malfunction in a controlled and measurable way.

To withstand and thrive during these numerous threats, firms have recognised that they need to do more than build a reliable infrastructure for growth and data protection. Now businesses develop holistic continuity plans that can maintain their business operations, protect data, protect the brand, retain customers – and ultimately help to lower total operating costs over the long run.

The implementation of a business continuity plan will then reduce downtime and improve business continuity, IT crisis recovery, corporate crisis management capacity, and regulatory compliance in a sustainable way.

This was the focal point of the OpenGovLive! Virtual Breakfast Insight on 2 September 2021 – a closed-door, invitation-only, interactive session with digital executives from Thailand’s top enterprise organisations. Resonating the objective of imparting the current advancements in Cyber Security which will benefit business operations in the long run.

Have the right partners for the right protection

To kickstart the session, Mohit Sagar, Group Managing Director and Editor-in-Chief, OpenGov Asia delivered the opening address.

He acknowledged that there have been numerous events involving ransomware and other cyber-attacks over the last eighteen months. Businesses have been targeted from all directions and from every angle.

How much of a business’ legacy systems have been retained as people shift – or want to shift – to hybrid models. As every organisation, agency and institution makes digital transitions, doors are being opened that create vulnerabilities without even realising it.

The question we have to ask in all this, said Mohit, is what the root causes are and how do we overcome them. At some point, he opined, a business will become a target of an adverse cyber event. It is up to the business to prepare themselves, maintain awareness and ensure business continuity plans are in place.

Businesses must continuously ask how they plan to protect themselves for the long term. For that, he firmly believes, it is important to have the right partner to assist with cyber security – the most critical aspect of business continuity.

Furthermore, having competent partners who can focus on data protection, data recovery and compliance against a wide range of cyber threats enables businesses to concentrate on their primary tasks and key deliverables.

Cyber resiliency in a VUCA environment

Vijay1 OpenGov Asia — Vijay Iyer Digital transformation comes with the possibility of increased creating cyber risks

The next speaker, Vijay Iyer, Regional Vice President – Solutions Engineering, Claroty shared his perspective on the variety of cyber-attacks against the industry, the increasing frequency, and severity.

The most notable threat in recent times has been ransomware attacks. Although they have been around for years, they have resurfaced with renewed ferocity. In the ransomware attack on the Colonial Pipeline attack, cybercriminals seized business data from the company’s networks and held it hostage until the company paid a $5 million ransom.

Although the pipeline was only shut down for a few days, it took several days to reopen. The effects of temporarily shutting down one of the largest pipelines in the United States, which supplies the East Coast with roughly 100 million gallons of fuel per day, rippled across the economy, causing gas prices to spike to a six-year high.

According to Vijay, there is an active threat landscape with a wide range and scope of where and how assaults occur. While most organisations are undergoing necessary digital transformation – undoubtedly beneficial to the business, country and citizens – it creates greater cyber risks.

Companies that run facilities with old and new systems should be classified as brownfield. The concept commonly used in the industry describes problem areas that require the development and deployment of new software systems while legacy applications and systems are still functioning Brownfield Operational Technology poses a significant risk because these legacy components were not designed to be secure. This has been Claroty’s primary focus area to date, based on market demand.

Another reason for susceptibilities comes from evolving critical infrastructure. In most organisations, there are several infrastructures areas where companies need to deploy newer generations of components. Industrial IoT systems are being infused into older OT environments and, in some cases, replacing or complementing the existing infrastructure.

Businesses need to address the cybersecurity need for critical infrastructure. Industrial and commercial OT and industrial IoT are getting inseparable as they have combined security needs. This leads to an increased threat surface from cyber-attacks on both sides of the supply chain stated Vijay.

As a result of the pandemic, most organisations have shifted to hybrid or hybrid access which has resulted in significant exposure to critical infrastructure. In addressing this, clients face issues such as complex firewall configurations, slow emergency response time, too many perforations, purdue violations etc.

There are four pillars on how companies should build visibility, continuity and resiliency in industrial operations – Reveal, Protect, Detect and Connect.

Visibility, which is the most essential part for the company, includes asset visibility, network visibility and process visibility. According to Vijay, companies must understand not only the details of their assets but also how they are placed in the environment. When businesses have this granular understanding, they will be in a much better position to detect deviations and anomalies from that novel operating condition.

In the end, organisations must bring their findings and correct issues by filling the gaps and connecting them to the existing technology stack that the company has invested in. This will extend their business ROI and other technology applications that have been invested in the IT and OT areas.

Bowtie: robust cybersecurity strategy for the new normal

MathieuLahierre1 OpenGov Asia — Mathieu Lahierre Businesses must be aware of the types of cyber risks as well as the consequences

Digitalisation and IoT have upended the most basic assumptions about operational security, said the next speaker, Mathieu Lahierre, Principal, Application & Data Security – Cybersecurity, Technology Risk & Compliance, BHP.

Today’s industrial facilities, including mine sites, mineral processing plants and remote operation centres, are unquestionably the most vulnerable to cyber-attacks. Their operational systems can be compromised by internal and external bad actors, resulting in safety and production failures.

Today, an approach that brings together IT and engineering is required to address cyber security programmatically while also being sustainable. Businesses must be aware of the types of cyber risks they face in the primary sector, as well as the consequences of those risks. The main reason, he feels, it is difficult to secure Industrial Control Systems (ICS) is that it was not designed to be connected in the way that networks are today.

Mathieu introduced the cyber risk bowtie analysis that offers a powerful tool to effectively visualise complex IT risks. The bowtie diagram also provides a useful structure for implementing control measures and preventing incidents. The importance of an IT process for business becomes clear through this clear risk visualisation, which is easy to understand not only by IT personnel but also by all people within the organisation.

In short, using bowtie models for cybersecurity allows leaders to show employees why the IT department insists on controls that have been accused of being tedious and obstructive. They understand that greater compliance is an immediate benefit and avoiding cyber events will help the company retain control of its intellectual property, assets, market share, revenue and reputation.

Mathieu concluded that it is critical to clearly define the roles and responsibilities of every department involved, from the manager to third parties, with a single line of accountability. In his opinion, the mining industry, where traditional boundaries between corporate IT and ICS did not exist, is now autonomous, with the digitalisation of mining sectors in operation.

He stressed that businesses could begin by assisting the maturity of cyber security controls and going beyond traditional operational safety considerations by implementing a secure vision and resilience programme. BHP’s vision is to achieve operational experience by taking advantage of productivity benefits offered by the digitalised and fully integrated ICS setup within its version.

Interactive Discussion

After the informative presentations, delegates participated in interactive discussions facilitated by polling questions. This activity is designed to provide live-audience interaction, promote engagement, hear real-life experiences, and impart professional learning and development for participants.

The first poll asked about the concerns delegates have when considering the current cyber security landscape. Over half the delegates (54%) went with the Increasing incidence of ransomware, supply chain attacks and vulnerabilities. About a third (29%) said their concern was that legacy systems and lack asset visibility, lack of awareness of what to protect and how. A tenth indicated adversaries targeting OT systems to inflict cyber-physical attacks and 7% opted for increasing remote work arrangements due to COVID-19.

Delegated were asked what they rely on to check and guide the cyber security posture of their organisation. About two-thirds (67%) went with industry compliance-based controls e.g., ISO, NIST, IEC62443. About 15% said that regulatory codes of practice or guidelines passed by a regulatory authority was their go-to while 11% opted for threat-based Risk modelling e.g., Mitre ATT&CK, Lockheed Martin Kill Chain. About 7% chose supply-chain risk management e.g., accreditation schemes to rely on.

Asked about their top key value driver would be to address or fix cybersecurity gaps within their organisation, over half (54%) chose understanding risk with actionable response and remediation. About a third (32%) opted for detecting Threats and Vulnerabilities. The remaining delegates were equally divided (7% each) between securing how Remote Access is done and achieving complete visibility and segmented environments.

Surveyed on what the key adoption challenge within their organisation would be, about one third (36%) answered legacy systems and proprietary protocols in OT. Just over a quarter (27%) felt bridging the IT-OT divide, extending SOC technology and resources to embrace OT would be an issue. Another 27% felt that priorities in OT systems, safety and availability and hesitancy to adopt IT solutions (Cloud, MFA, key management) were considerations. A tenth went with integrating new technology in brownfield infrastructure.

The fifth question asked how they would describe the current state of their cyber security technology stack. Well over a third (39%) say that they have gaps in cyber security trained people and cybersecurity-related processes and professional services. Over a quarter (26%) are looking to better understand what they need and why they need some of the technologies they do not have. Another 26% said while they have a technology stack addressing IT parts of the enterprise, they have specialised technology for OT needs. Just under a tenth (9%) confirmed that they have all the technologies they need to achieve cyber security resiliency and desired posture.

Delegates were finally asked how they would best describe their current state of cyber security operations. To this 54% answered they have a Security Operations Centre that is already catering to IT but need to extend controls to OT. A fifth (21%) stated that they do not plan to have a Security Operations Centre and cyber team and another 21% said they do not have a Security Operations Centre yet but have gone through an assessment and have a defined program. About 4% are in the process of building a Security Operations Centre.

Conclusion

Companies are now developing holistic business continuity plans that can keep your business up and running, protect data, safeguard the brand, retain customers – and ultimately help reduce total operating costs over the long term. Having a business continuity plan in place can minimise downtime and achieve sustainable improvements in business continuity, IT disaster recovery, corporate crisis management capabilities, and regulatory compliance.

In closing, Vijay thanked the delegates for the interesting and insightful session. He gained and learned a lot in terms of how the delegates presented their perspectives on cybersecurity. He invited delegates to reach out to his team and him to explore ways they could assist their organisations on their cyber resilience journey.

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.”

Eksklusif! Menyukseskan Era Digital dengan Integrasi Komunikasi Cloud

Komunikasi merupakan investasi penting yang harus diprioritaskan untuk menjaga keberlangsungan bisnis. Sebagai upaya untuk mempertahankan keunggulan dalam berkompetisi, perusahaan swasta dan lembaga pemerintah harus memastikan investasi mereka akan bertahan lama hingga masa depan. Mereka harus memastikan platform tersebut dapat meningkatkan layanan publik yang lebih baik dan meningkatkan keterlibatan publik. Untuk mencapai hal tersebut, penting untuk mengadopsi solusi Unified Communications as a Service (UCaaS) atau Komunikasi Terpadu sebagai Layanan dalam proses investasi transformasi digital mereka.

UCaaS merupakan model layanan yang menyediakan berbagai fungsi komunikasi terpadu, seperti telepon, konferensi video, pesan instan, dan kolaborasi tim melalui internet atau cloud. Dengan menggunakan UCaaS, perusahaan dapat mengakses dan menggunakan fitur-fitur komunikasi yang terintegrasi melalui platform yang disediakan tanpa perlu membangun dan mengelola infrastruktur sendiri.

Cepatnya perkembangan teknologi berbanding lurus dengan peningkatan ekspektasi konsumen yang ingin terlayani dengan mudah dan cepat. Untuk memenuhi ekspektasi konsumen yang semakin meningkat, kini tersedia berbagai pilihan layanan komunikasi cloud. Layanan komunikasi cloud mencakup telepon IP hingga paket aplikasi UCaaS yang komprehensif. Keuntungan dari komunikasi cloud di antaranya adalah skalabilitas, fleksibilitas, kemudahan akses dari berbagai perangkat dan potensi penghematan biaya.

Untuk memastikan investasi komunikasi cloud perusahaan tetap relevan di masa depan dan bertransformasi menjadi lingkungan kerja yang sangat kolaboratif, organisasi dan lembaga pemerintah saat ini mengarahkan perhatian mereka pada keuntungan berikut ketika mengadopsi UCaaS.

Keuntungan pertama yaitu yaitu fungsionalitas yang luas, hingga memungkinkan mereka untuk melakukan panggilan suara, konferensi video, kolaborasi, dan berbagi file secara efisien dalam satu platform yang terintegrasi.

Keuntungan kedua adalah skalabilitas di mana organisasi mampu menambah atau mengurangi fitur baru,. Kemampuan untuk memperluas cakupan geografis juga menjadi kriteria penting dalam pemilihan UCaaS.

Keuntungan ketiga, keandalan untuk penyimpanan yang aman. Ketika mengadopsi UCaaS, organisasi dapat memiliki rekam jejak yang baik dan dapat diandalkan jika sewaktu-waktu jaringan terputus.

Keuntungan keempat adalah tingkat keamanan privasi yang tinggi. UCaaS memahami bahwa keamanan menjadi faktor kunci dalam sebuah organisasi bisnis maupun lembaga pemerintah. Oleh karena itu, UCaaS menyediakan enkripsi yang kuat, perlindungan terhadap ancaman siber, dan kebijakan keamanan yang ketat untuk melindungi data dan privasi organisasi.

Keuntungan kelima adalah kemudahan integrasi, di mana organisasi dan lembaga pemerintah dapat terintegrasi dengan aplikasi bisnis utama yang mereka gunakan, seperti sistem manajemen konsumen (CRM), sistem manajemen konten (CMS), atau platform kolaborasi lainnya.

Dengan menggunakan Unified Communications as a Service (UCaaS), baik perusahaan swasta maupun lembaga pemerintah dapat menyederhanakan alur kerja dan mengoptimalkan komunikasi dengan lancar dan fleksibel. Beralih ke platform UCaaS akan membantu organisasi dalam memodernisasi komunikasi mereka serta meningkatkan pengalaman pengguna di seluruh organisasi. Melalui langkah ini, organisasi dapat memastikan kelangsungan mereka hingga masa depan yang lebih baik.

OpenGov Tech Day yang diselenggarakan pada tanggal 8 Juni 2023 di The Westin Jakarta, Indonesia, berfokus pada pentingnya mengimplementasikan integrasi komunikasi guna meningkatkan pelayanan untuk keberlangsungan organisasi di masa depan.

Pengantar Awal

Komunikasi cloud memiliki peranan yang sangat penting di era digital. Komunikasi cloud adalah komunikasi yang intintegrasi ke dalam satu platform, sehingga semua pihak dapat mengakses kapanpun di mana pun tanpa mengkhawatirkan kestabilan jaringan.

Komunikasi cloud menjadi penggerak utama dalam memfasilitasi komunikasi dan kolaborasi yang lancar di dalam organisasi yang sangat mengandalkan teknologi digital. Di dunia yang semakin cepat dengan kemudahan akses saat ini, solusi komunikasi berbasis cloud memainkan peran transformasional dalam menghadapi hambatan geografis. Selain itu, komunikasi cloud dapat mendorong konektivitas waktu antara satu sama lain.

Dengan memanfaatkan kekuatan cloud, organisasi dapat meningkatkan produktivitas, efisiensi, dan fleksibilitas, serta menghemat biaya pengeluaran. Komunikasi cloud menjadikan individu untuk berkomunikasi dan berkolaborasi dengan mudah melalui platform yang terintegrasi seperti panggilan suara, konferensi video, pesan instan, hingga membagikan berkas ke sesama tim. Komunikasi cloud benar-benar merevolusi cara organisasi beroperasi di lanskap digital, mendorong inovasi serta memfasilitasi komunikasi yang efektif di dunia yang semakin bergantung pada teknologi digital.

Untuk mendukung komunikasi cloud, penting juga bagi organisasi untuk meningkatkan pengalaman pengguna (User Experience). Dengan menaruh perhatian pada desain UX yang intuitif, organisasi dapat memudahkan karyawan mereka menggunakan interface yang ramah pengguna (user-friendly). Melalui kemudahan pemahaman interface yang sederhana, tentunya karyawan akan merasa diberdayakan dan dihargai melalui alat-alat komunikasi yang mereka gunakan, termasuk di dalamnya akan menciptakan kemudahan berakses, mendorong fleksibilitas, dan meningkatkan efisiensi yang diberikan guna memberikan pengalaman cloud yang positif.

Dikarenakan era digital melibatkan elemen visual, untuk memberikan kesan cloud yang positif lainnya, solusi berbasis video juga memainkan peran penting guna meningkatkan komunikasi di era digital. Melihat kenaikan ekspektasi konsumen seiring dengan perkembangan teknologi, konferensi video berkualitas tinggi menjadi modal yang harus diperhatikan guna memberdayakan organisasi untuk berkolaborasi secara efektif.

Melalui fitur-fitur seperti konferensi video berkualitas tinggi, berbagi layar, dan diskusi dalam waktu nyata, solusi-solusi ini memfasilitasi kolaborasi yang efektif antara tim yang berlokasi jauh secara geografis. Selain itu, solusi berbasis video juga memungkinkan komunikasi yang terintegrasi, yaitu ketika pengguna dapat menggunakan audio, video, dan teks secara bersamaan dalam suatu pertemuan. Hal ini memungkinkan individu dapat memilih metode yang paling sesuai dengan preferensi dan gaya komunikasi mereka masing-masing.

Lebih jauh lagi, keterluasan arsitektur memainkan peran penting dalam komunikasi cloud, sehingga memungkinkan penyedia layanan, pengembang pihak ketiga, dan organisasi untuk secara efektif memenuhi persyaratan masa depan. Fleksibilitas dan skalabilitas yang disediakan oleh arsitektur dapat memberdayakan penyedia layanan untuk menghadirkan fitur-fitur baru dan tetap bersaing.

Keterluasan arsitektur memungkinkan penyedia layanan untuk mengembangkan dan memperbarui solusi komunikasi cloud mereka secara terus-menerus, sehingga dapat menyesuaikan diri dengan perkembangan teknologi dan kebutuhan pelanggan yang berkembang. Dengan arsitektur yang dapat diperluas, penyedia layanan dapat dengan mudah mengintegrasikan teknologi baru, mengoptimalkan kinerja, dan menyediakan fitur-fitur baru yang relevan dengan solusi yang dibutuhkan konsumen.

Terakhir, solusi komunikasi cloud juga harus memiliki kemampuan untuk berkembang dan beradaptasi dengan persyaratan yang berubah seiring berjalannya waktu. Dengan memenuhi kebutuhan saat ini dan masa depan, komunikasi cloud memungkinkan organisasi untuk meningkatkan komunikasi, kolaborasi, dan produktivitas sambil tetap dapat beradaptasi dengan teknologi yang baru muncul dan lanskap bisnis yang terus berkembang.

Melalui pemilihan solusi komunikasi cloud yang adaptif, organisasi dapat memastikan bahwa investasi mereka tidak hanya untuk memenuhi kebutuhan saat ini, tetapi juga untuk mempersipkan persaingan dan ketahanan di masa depan.

Solusi komunikasi cloud yang fleksibel dan adaptif memungkinkan organisasi untuk memperkuat komunikasi internal dan eksternal, meningkatkan kolaborasi tim, dan meningkatkan produktivitas secara keseluruhan. Dengan tetap relevan terhadap perkembangan teknologi dan lanskap bisnis yang dinamis, organisasi dapat mengambil keuntungan penuh dari potensi komunikasi cloud untuk mencapai kesuksesan jangka panjang.

Sambutan Pembuka

Di tahun 2023 ini, perkembangan kerja jarak jauh (remote working) semakin menjadi tren yang dilakukan perusahaan maupun organisasi. Ada beberapa yang menerapkan fully-remote, ada juga yang melakukan hybrid (Work from Home and Work from Office).

Nathan Guy, Kepala UCaaS, Asia Pacific, Zoom sangat yakin bahwa di masa depan akan banyak perusahaan dan organisasi yang lebih memilih untuk menerapkan sistem bekerja jarak jauh. Bukan hanya menguntungkan dalam segi biaya pengeluaran perusahaan, namun bekerja dengan sistem seperti ini juga bisa meningkatkan efekstifitas dan efisiensi bekerja. “Sistem kerja seperti ini akan membawa dampak positif lainnya yang cukup signifikan,” seru Nathan.

Laporan mengatakan bahwa terdapat 87% dari para pemimpin perusahaan sudah mulai mengutamakan digitalisasi. Ini mengartikan bahwa sudah banyak perusahaan yang menyadari dampak positif dari penerapan kerja jarak jauh.

Akan tetapi, dalam sambutannya tersebut, Nathan menekankan bahwa, untuk mengimplmentasikan sistem baru seperti hybrid atau remote working, ada beberapa tantangan yang akan dihadapi. Tantangan pertama adalah kurangnya tingkat kolaborasi dan produktivitas karyawan. Tantangan kedua adalah kurangnya koneksi antar tim yang bekerja, dan yang terakhir adalah berubahnya ekspektasi konsumen secara drastis.

Lebih lanjut lagi, ketika membahas ke manajemen berkas dan jadwal, karyawan akan menghadapi banyak tantangan yang membuat mereka merasa kewalahan. Ketika proses digitalisasi belum sepenuhnya diterapkan, koordinasi antarkaryawan menjadi lebih rumit dan sulit. Pergantian dari penggunaan metode tradisional ke platform digital dapat menimbulkan kebingungan dan kekhawatiran dalam hal aksesibilitas dan keamanan data.

“Tantangan utama dalam bekerja hybrid adalah proses manajemen yang terganggu seperti, kesulitan dalam mengkoordinasikan jadwal, tugas, dan timeline,” ucapnya.

Walaupun begitu, Nathan tetap optimis bahwa sistem kerja jarak jauh tetap bisa diterapkan secara maksimal dan lancar. Ia menegaskan bahwa untuk menerapkan sistem tersebut, perlu adanya peningkatan di bidang teknologi itu sendiri.

Ia mengungkapkan bahwa kebutuhan masa depan dari tempat kerja jarak jauh harus memperhatikan beberapa hal, seperti infrastruktur teknologi, fleksibilitas, komunikasi dan kolaborasi, Kesehatan emosional, serta pelatihan dan pengembangan bagi karyawan.

Penerapan sistem remote working bukan sesuatu yang tidak dipersiapkan secara matang. Perusahaan, organisasi, maupun lembaga pemerintah harus memerhatikan aspek-aspek di atas untuk menciptakan sistem kerja yang kolaboratif. Jika sistem kerja tersebut berhasil dilakukan dan menghasilkan nilai yang lebih efektif dan efisien, maka karyawan pun akan merasa senang, sehingga hal ini dapat meningkatkan produktivitas perusahaan itu sendiri.

Untuk menerapkan sistem kerja kolaboratif yang terpadu, dibutuhkan sebuah sistem komunikasi yang terintegrasi. Nathan menyoroti bahwa voice adalah solusinya. Voice menjadi krusial dalam lingkungan kerja di masa depan karena voice berperan dalam komunikasi verbal, interaksi dengan teknologi asisten suara, dan penerapan teknologi pengenalan suara. Penggunaan suara secara efektif dapat memperbaiki kolaborasi, mempercepat proses kerja, dan memungkinkan adanya pengalaman kerja yang lebih efisien dan produktif.

Data melaporkan bahwa pengimplementasian voice di tempat kerja dapat meningkatkan 100% produktivitas karyawan di Singapura, 42% di Korea Selatan, dan 40% di Thailand. Hal ini menunjukkan bahwa voice memiliki pengaruh yang signifikan untuk meningkatkan kolaborasi antartim dalam sebuah organisasi.

Nathan juga menyebutkan bahwa voice dianggap sebagai dasar dari transformasi digital, berfungsi sebagai penghubung antara dunia online dan offline. “Dalam dunia yang semakin terhubung seperti saat ini, keterlibatan voice harus menjadi langkah inti yang harus diterapkan organisasi daripada periferal atau perangkat keras. Hal ini dikarenakan IP Voice dapat menghemat lebih banyak biaya pengeluaran dengan menciptakan komunikasi yang terjangkau di berbagai ruang,” jelasnya.

Menurut Nathan, infrastruktur konvensional untuk kolaborasi dapat digantikan oleh voice guna memenuhi kebutuhan sistem kerja hybrid dan jarak jauh. Integrasi berbagai fitur kolaborasi, seperti pesan, pertemuan, konferensi, diskusi, dan transparansi menjadi sangat penting sebagai tujuan digitalisasi perusahaan.

Platform kolaborasi dibangun dengan teknologi yang menyediakan solusi komunikasi dan kolaborasi yang disesuaikan untuk berbagai industri dan departemen. Zoom, sebagai contohnya, telah melakukan investasi besar dalam kecerdasan buatan (AI) guna meningkatkan pengalaman kolaborasi antar timnya. Hal ini memungkinkan perusahaan untuk meningkatkan pelayanan, tidak hanya bagi karyawan, tetapi juga bagi konsumen. Dalam konteks ini, Zoom berhasil beradaptasi dengan sukses di era kerja yang baru.

Nathan menambahkan bahwa perusahaan dapat mengalami penurunan signifikan dalam kuantitas konsumen jika tidak mengambil perhatian serius pada pelayanan karyawannya. Ketika menempatkan pelayanan karyawan sebagai prioritas strategis ke dalam investasi bisnis, hal ini akan berdampak positif secara jangka anjang untuk mempertahankan dan meningkatkan kualitasnya. Ketika karyawan merasa dihargai, didukung, dan diakui, mereka cenderung memberikan layanan yang lebih baik, serta berkontribusi secara positif.

Kemudian, muncullah dari sini sebuah pertanyaan: bagaimana cara meningkatkan pelayanan karyawan itu sendiri?

Jayraj Nair, Kepala Pengalaman Konsumen – ASEAN di Zoom, dalam sesi yang sama menjelaskan bahwa ada beberapa langkah yang harus diperhatikan untuk meningkatkan pelayanan karyawan dalam sistem kerja jarak jauh. Menurutnya, ada beberapa faktor kunci yang perlu diperhatikan oleh perusahaan, di antaranya yaitu teknologi yang andal dan responsif. Perusahaan harus memastikan bahwa karyawan memiliki akses yang lancar dan mudah ke platform kolaborasi yang diperlukan. Dalam lingkungan kerja jarak jauh, infrastruktur teknologi yang stabil dan responsif sangat penting untuk memastikan komunikasi yang efektif dan kerjasama yang lancar antartim.

Faktor kunci berikutnya adalah komunikasi yang transparan. Penting untuk memastikan adanya saluran komunikasi yang efektif dan terbuka antara karyawan dan manajemen. Ini melibatkan penyampaian ekspektasi, tujuan, dan perubahan yang jelas kepada karyawan secara teratur. Selain itu, memfasilitasi forum diskusi dan feedback dapat membantu dalam mengatasi masalah atau hambatan yang mungkin timbul dalam sistem kerja jarak jauh.

Dalam platform Zoom, di mana menjadi platform kolaborasi yang paling dominan digunakan dalam sistem kerja hybrid, Jayraj menyoroti bahwa Zoom memiliki banyak fitur yang bisa digunakan untuk mendukung kolaborasi karyawan guna meningkatkan produktivitas kerja.

Salah satu fitur utama Zoom adalah konferensi video yang dapat memfasilitasi pertemuan virtual antara karyawan yang berada di lokasi yang berbeda secara real-time. Fitur ini memungkinkan diskusi langsung, berbagi layar, dan kolaborasi visual dalam sesi pertemuan yang secara signifikan meningkatkan efektivitas komunikasi dan kerja sama tim.

Zoom juga memiliki fitur kolaborasi berbasis cloud yang memungkinkan karyawan untuk berbagi dan mengedit dokumen secara real-time. Dengan adanya fitur ini, karyawan dapat bekerja bersama dalam proyek atau tugas yang sama secara online, melakukan revisi langsung, dan memberikan umpan balik satu sama lain. Hal ini memfasilitasi kerja tim yang efisien dan meminimalkan hambatan dalam berbagi dan mengelola berkas.

Secara keseluruhan, fitur-fitur yang tersedia dalam Zoom dapat menjadi alat yang sangat berguna dalam mendukung kolaborasi karyawan pada sistem kerja hybrid. Dengan memanfaatkan berbagai fitur ini dengan optimal, perusahaan dapat meningkatkan produktivitas kerja, memfasilitasi kolaborasi tim yang lebih efektif, dan mencapai hasil yang lebih baik dalam lingkungan kerja yang terhubung secara virtual.

Salam Penutup

Mohit menyatakan bahwa komunikasi yang terintegrasi merupakan basis utama sebagai blood-line dalam sebuah bisnis dan organisasi. Untuk mencipktakan kolaborasi yang efektif dan efisien, guna meningkatkan pelayanan konsumen dan karyawan, dibutuhkan platform yang menyediakan semua kebutuhan bisnis. Platform tersebut harus mampu memfasilitasi komunikasi real-time, pertemuan virtual, kolaborasi dokumen, dan berbagi informasi dengan mudah dan aman.

Komunikasi yang terintegrasi memungkinkan tim untuk berinteraksi secara efektif dan segera, sehingga hambatan komunikasi yang sering terjadi dalam lingkungan kerja yang terpisah dapat terhindar. Dengan adanya platform yang menyediakan semua kebutuhan bisnis, karyawan dapat dengan mudah berkomunikasi, berbagi ide, dan bekerja bersama dalam proyek dengan lancar.

Selain itu, platform yang komprehensif juga memungkinkan perusahaan untuk meningkatkan pelayanan kepada konsumen. Dalam dunia yang semakin terhubung, konsumen mengharapkan respons cepat dan layanan yang memuaskan dari perusahaan. Dengan menggunakan platform yang menyediakan komunikasi yang terintegrasi, tim layanan pelanggan dapat berkolaborasi dengan efektif untuk menangani pertanyaan, masalah, atau keluhan konsumen dengan cepat dan efisien.

Sebuah platform yang komprehensif juga dapat membantu perusahaan dalam melacak dan mengelola tugas, jadwal, dan alur kerja secara efisien. Fitur-fitur seperti pengingat, tugas terjadwal, dan pengelompokan proyek dapat memastikan bahwa pekerjaan dilakukan tepat waktu dan dengan kualitas yang baik. Ini dapat meningkatkan efisiensi operasional dan mengoptimalkan produktivitas karyawan.

Melalui penggunaan platform yang memenuhi semua kebutuhan bisnis, perusahaan dapat menciptakan lingkungan kerja yang terhubung, efisien, dan berkolaborasi. Ini tidak hanya akan meningkatkan pelayanan kepada konsumen, tetapi juga akan meningkatkan kepuasan dan keterlibatan karyawan. Sebagai hasilnya, perusahaan dapat mencapai pertumbuhan yang berkelanjutan dan membangun reputasi yang kuat dalam industri mereka.

Thailand’s Big Data Institute for Driving Socio-Economic Development

To effectively manage the ever-increasing amount of data generated by the public and various state agencies, the government has announced the establishment of the Big Data Institute (BDI). This visionary initiative comes at a time when governments recognise the immense potential of big data in driving economic growth, fostering social advancements, and shaping future policies.

The Big Data Institute is ready to tackle these challenges. This innovation will serve as a centralised hub of knowledge and expertise, bringing together data scientists, researchers, and policymakers. By consolidating data from different sources and employing cutting-edge analytics tools, the BDI will unlock hidden patterns, correlations, and trends within the data. It enables evidence-based decision-making on an unprecedented scale, revolutionising the decision process.

To enhance public trust, the BDI will ensure data privacy, security, and ethical considerations are at the forefront of all activities. As data collection and analysis become increasingly intertwined with people’s lives, it is crucial to maintain public trust and confidence.

The Institute will prioritise strict data protection protocols, implement privacy-by-design principles, and promote transparent practices to safeguard individual privacy rights while obtaining meaningful insights from the data.

Establishing the BDI also signals a significant shift in the government’s approach to policymaking. By harnessing the power of big data analytics, policymakers will have access to real-time information and dynamic modelling capabilities, allowing them to make informed decisions with a comprehensive understanding of the potential impacts. This data-driven approach will enable the government to address societal challenges more effectively, identify emerging trends, and proactively design policies that adapt to changing circumstances.

The BDI will become operational within 180 days, replacing the current Government Big Data Institute (GBDi), established in May 2019. Positioned as Thailand’s pioneering public agency utilising big data for advanced society, the BDI will serve diverse sectors in their quest for data-centric solutions to tackle challenges, boost productivity, and shape economic policies.

One of the primary responsibilities of the Institute will involve delivering extensive data analysis services and backing innovative projects that adhere to international standards. Additionally, the BDI will actively foster the expansion of the data analysis industry and contribute to the professional training of individuals specialising in big data.

The BDI will assume authority, as stated in the Royal Gazette, to oversee the progress of big data in adherence to existing laws and government directives. This responsibility ensures compliance and ethical use of big data while harnessing its potential for public benefit. Additionally, the BDI will collaborate with public sector entities, seeking their cooperation, when necessary, to foster cross-sectoral partnerships and leverage expertise and resources for data-driven initiatives.

Operating under the Ministry of Digital Economy and Society (DES), the Digital Economy Promotion Agency (Depa) has actively championed using big data for national development. During the Government Big Data Institute (GBDi) tenure, Depa played a crucial role in streamlining over 100 projects undertaken by 67 state agencies.

Furthermore, the GBDi contributed significantly to developing platforms like Health Link, Travel Link, Youth Link, and CO-Link, showcasing the potential of big data in addressing societal challenges and improving access to essential services.

The transition from GBDi to the BDI signifies the Thailand government’s ongoing commitment to leveraging big data for progress. With the BDI’s authority and collaborative capabilities, it will build upon the achievements of its predecessor, promoting the adoption of big data solutions across sectors and driving innovation, efficiency, and evidence-based decision-making.

The BDI, supported by Depa and other stakeholders, will continue to ensure responsible and regulated use of big data, harnessing its transformative potential for the benefit of future society.

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.