Exclusive: Why tech savvy enterprises are not always cybersecure

“Singapore is a major hub for data centres. Cybercriminals know that…many attacks globally are starting out of Singapore,”

This is from Stephan Neumeier, Managing Director APAC Kaspersky Lab. He shares this alarming fact with OpenGov Asia in a recent interview. Stephan is joined by Vitaly Kamluk, Director of GReAT (Global Research and Analysis Team) APAC Kaspersky Lab. Together, they share with us how in times like these, even the most tech savvy of organisations is susceptible to cyberattacks. Kaspersky is working with customers to improve their cybersecurity infrastructure and providing education on how to invest in cybersecurity.

All Enterprises Vulnerable to Cyberattacks?

Enterprises have become easy targets of attack. Vitaly notes that two key trends this year that has made businesses susceptible.

First, the attribution game this year has changed significantly with the appearance of Olympic Destroyer. Vitaly said it tricked the world. The malware caused mass disruption during the 2018 Winter Olympics in Pyeonchang, targeted financial organisations in Russia and attempted to attack biochemical threat prevention laboratories in Europe. Highly malicious, Olympic Destroyer was elaborately planned. Researchers could not easily attribute the source of attack since it bore close resemblance to other malwares. Investigations were severely slowed down since they needed to verify with multiple sources.

Second, supply chain attacks and the creation of a fake supply chain have also become commonplace. The financial industry has been especially susceptible.

Vitaly explained that the remotely managed ATMs have multiple backdoors for threat actors to enter. What’s worse is that the backdoors come from vendors and they are unaware of it. Attackers can easily enter and inject malicious code.

Even if a supply chain vendor is highly secure and cannot be breached, attackers create a fake supply chain. A cryptocurrency business suffered this fate. The attacker created a fake company using a software which looks and acts legitimately, resembling the business. Apart from the billions stolen in bitcoin, the reputational damage far outweighs.

“There is a hidden backdoor which is hard to discover. Fake vendors and supply chains are tricky and hard to discover,” explained Vitaly.

Another example Vitaly provided is an infected EDM. Hiding behind the veil of what seems like a legitimate company, a fraudulent product could be advertised through email. Although the product is not fully developed, the promotional material is attractive enough for end users to download it. In the process, they unknowingly open a backdoor.

Vitaly said, “Even if it is a temporary solution, once you download it, it opens doors to your organisation.”

Reminiscent of alligators staking out their preys near water bodies in the Savanna, these are known as a watering-hole attacks in the virtual world. Legitimate websites are compromised without the need for a malicious server. Attackers are confident that targeted users will fall prey.

Proving watering-hole attacks are common, Vitaly offers the example of how a highly secure and tech-savvy bank in Poland was breached by the malware Lazarus, a North Korean state actor. Although many of the bank’s applications were conducted offline – a precaution many would consider fool proof – attackers managed to break into the system.

A leeway was presented when a regular system update for an installed Flash Plugin failed. Typically, the plugin would fetch the update from an online source. However, given the bank’s security protocol, a proxy with the relevant credentials was needed to validate the process. No one in the organisation had followed up to check if the software update was conducted regularly. This slip allowed attackers to inject malicious code into the Flash Player, exploiting a selected group of visitors.

“Even if you are technically savvy, it is easy to overlook such things,” said Vitaly.

However, there is little consolation for those who want to protect themselves. When asked how an individual could protect themselves from well-disguised threats, Vitaly said, “That’s the problem – there is no chance.”

“You need the expert’s eyes. Not on the interface, but on the backstage.”

Where to Invest for Cybersecurity

Hence all organisations should consider Stephan began by explaining that traditional threat prevention methods such as endpoint security is insufficient today. Since cyberthreats are becoming more sophisticated, organisations need to diversify their investments.

“Of an organisation’s IT budget, 10% should be invested in cybersecurity.”

“In the past, many companies invest 80% of their IT budgets in endpoint protection and the rest in some other aspect. But this should shift. 40% should go into prevention. 60% needs to be invested in detecting, responding and predicting,” suggests Stephan.

However, beginning the journey or selecting the best combination of services might be a daunting one. Hence, Vitaly explained that Kaspersky Lab arranges meet-ups between businesses and their security experts. Businesses are briefed on the latest threats in the region or industry, and how best to respond.

Even for enterprises which do not subscribe to their services, Kaspersky Lab offers a heads up. The aforementioned cryptocurrency company is a beneficiary.

Kaspersky Lab offers a portfolio of these required solutions in its Enterprise Portfolio. The combination of technologies and services helps the IT department to prevent most attacks, detect new and predict future threats, and respond to emerging incidents. This helps to ensure operational continuity and regulatory compliance.

The comprehensive services offered are possible given the company’s global reach. According to Stephan, the company protects more than 400 million endpoints globally. They have good working knowledge of what is happening on the ground. Hence, high quality intelligence reports can be generated to help both their business and customers.

What to Do When Breached

Despite their global reach and geographic expertise, Stephan and Vitaly shared that not all countries or companies were open to receiving their help. More specifically, developing nations tended to have the most reservations.

Vitaly explained, “Developing countries, being much more suspicious and closed off [in sharing information about their breach] would say: ‘Show us proof, we don’t want to hear you’. In the end, they don’t want to hear about the breach. They want to live in their own shell and are afraid of discovering threats even on their own premises. They want to be ignorant about this.”

He added, “In Singapore, the response was opposite. We came on the ground, we did a search with their engineers and they found that our suspicions were based on fact. Their response was also very diligent. I was impressed.”

Stephan concurred, “This is a challenge we meet in many countries. When we talk to larger corporations or even government, the concern to share data, specifically after customers or citizens got breached, is huge. They don’t want to share anything.”

“But if you do not share, you cannot leverage on information which is out there as well. If you look at the cybercriminals, this is a global network. There are no borders. They share all the malicious codes they have, they send it to each other to develop it further. They are very well connected globally. If companies and governments are not working globally with each other, then there will always be a disadvantage. They will always be a step behind.”

Ending off, Vitaly said, People trust too much, they are not suspicious enough. On the internet, people are much more relaxed. They think no is going to attack them physically, so computers and smartphones are not as harmful.”

The rise of private information extortion through scams in Southeast Asia should be warning enough.

He advised users, “Put less trust in systems and strangers on the networks. If you receive messages from social media, text or emails, about being hacked or being blocked, do not engage in the conversation. This allows the malicious actor to enter.”

Unless people revert to devices with limited functionalities, there is little to no chance of evading an attack these days. Threats will keep evolving and it there will be no end to them. As long as individuals and organisations install apps and plugins to their devices, there will be always be malicious intents waiting to lure unsuspecting prey.

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.

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.

“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.”

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.”

End-user Insight

According to Andoko Wicaksono, Chief Information Officer, Bluebird Group, customer satisfaction is an important part of the growth of any business. It means knowing what customers want, giving them great experiences at every touchpoint and always getting better based on what customers say and what they learn from them.

Andoko shared the inspiring history of Bluebird, a company that was established in 1972 by a remarkable woman. Despite facing numerous challenges, Bu Djoko, a resilient and humble individual, initiated Bluebird during a difficult period. Known as Bu Djoko or Mutiara Siti Fatimah Djokosoetoeno, she served as the driving force behind the company’s enduring determination.

Andoko fondly remembers her as the beacon of strength that propelled the company forward. “From the beginning, she was the company’s source and now is the spirit that keeps it going.”

He knows that not all great companies can stay in business and keep doing well. Bluebird’s success is based on a set of absolute ideals. It grew because of the good values that Bu Djoko taught and because of the legacy of a never-quit attitude. These values are a feeling of caring, honesty, excellent customer service and a perennial desire to grow.

Andoko acknowledges that long-term business growth depends on customers’ trust. It builds loyalty, improves the brand’s image, makes customers happier and gives them a good experience. Building and keeping trust requires keeping promises, being honest, communicating openly and putting the customer first.

“When the whole business is responsible for customer service, it shows how important it is to have a customer-centred approach, seamless experiences, a full understanding of customer needs, empowered employees, consistency, and efficiency,” Andoko reiterates. “By taking this view, businesses can create a mindset of great customer service and gain a competitive edge in the customer-driven business world of today.”

Customer happiness has changed over time, from making sure everyone gets a fair deal to making sure each customer has a good experience. Companies now know that keeping customers happy is a strategic must that affects their brand’s image, customer loyalty and business growth.

Andoko believes that businesses must give customers great experiences and build long-term connections with them by adapting to their changing needs and using technology.

“For a high availability system to be cost-effective, it needs a balanced method that takes both cost optimisation and system reliability into account,” says Andoko.

In today’s fast-paced and connected world, customer service representatives need to be able to move around. By using mobile technology and giving employees the tools and resources they need, organisations can empower their teams to serve customers well no matter where they are.

Andoko agrees that data privacy is a very important part of building and keeping trust between people and organisations. When people believe that their personal information is being treated carefully and responsibly, they are more likely to do business with companies, share their data and take part in digital interactions. Keeping data private gives companies a good name and helps them build better relationships with their customers.

“Organisations that put data protection first show that they are committed to being good stewards of data and making the world a safer and more trustworthy place,” Andoko explains.

Andoko believes that AI can enable businesses to understand customer preferences and improve their service by analysing vast amounts of data, including customer interactions, purchasing behaviour, demographics and online activities

AI-based customer choice means using technologies and algorithms that use artificial intelligence to learn about and predict customer preferences and behaviours. AI-driven insights let businesses learn about and meet the needs of each customer, improve customer happiness, and grow their businesses.

“By using AI technologies, companies can get more out of their customer data, make better decisions, and build stronger, longer-lasting relationships with their customers,” Andoko concludes.

Closing Remarks

Jayraj expressed his gratitude to all the delegates for their participation in the event, acknowledging that it has provided valuable insights into the major challenges confronting industries across various sectors. The event has shed light on the importance of devising effective strategies to tackle these challenges and successfully overcome them.

He emphasised the importance of identifying the most significant challenges for industries to maintain competitiveness and thrive amid a constantly evolving business landscape. These challenges can vary depending on the industry but may include factors such as technological disruptions, changing consumer expectations, intense competition, regulatory changes, and economic uncertainties.

Once the challenges are recognised, organisations can devise appropriate strategies to tackle them head-on. These strategies may involve a combination of innovation, agility, collaboration and a customer-centric approach. This proactive approach enables businesses to stay ahead of the curve and adapt effectively to the changing demands and dynamics of their respective industries.

“Understanding the biggest challenges faced by industries and developing appropriate strategies to tackle them is crucial for long-term success,” says Jayraj. “By embracing innovation, agility collaboration, and a customer-centric approach, industries can navigate challenges, seize opportunities, and thrive in a rapidly changing business environment.”

Mohit stresses the significance of collaboration in addressing industry challenges. By fostering partnerships, alliances, and collaborations with other organisations, industries can leverage shared resources, expertise, and insights to tackle challenges more effectively. Collaborative efforts enable industries to combine their strengths and work towards innovative solutions that drive progress and overcome obstacles together.

A customer-centric approach is vital in navigating industry challenges successfully. By understanding and addressing the evolving needs and expectations of customers, industries can tailor their products, services, and experiences to meet and exceed customer demands.

“This can involve gathering customer feedback, leveraging data analytics and personalising offerings to enhance customer satisfaction and loyalty,” Mohit concludes.

Vietnam and Australia Forge Science and Technology Partnerships

Prime Minister Pham Minh Chinh and Australian Prime Minister Anthony Albanese, during a recent meeting, witnessed the formal exchange of multiple cooperation agreements between their countries for science and technology.

The exchange of agreements encompassed a Memorandum of Understanding (MoU) between Vietnam’s Ministry of Science and Technology (MoST) and Australia’s Department of Foreign Affairs and Trade (DFAT) focused on enhancing collaboration in the domains of science, technology, and innovation. The agreements are anticipated to reinforce bilateral cooperation, fostering socio-economic progress in both nations.

Prime Minister Pham said the meeting with his Australian counterpart was successful. Both sides comprehensively reviewed all areas of cooperation between the two countries and noted the effective development of the bilateral ties. Political trust, mutual understanding, and respect have been increasingly consolidated through the regular exchange of high-level delegations and contacts.

Notably, economic and trade cooperation has emerged as a prominent area of success, with bilateral trade increasing by 30% to reach nearly US$ 16 billion in 2022. The Minister also emphasised the significant strides made in defence and security cooperation, particularly in peacekeeping operations and cybercrime.

According to Deputy Minister Bui The Duy of MoST, the objective of the agreements is to establish conducive circumstances for the exchange of information regarding science, technology, and innovation endeavours. It aims to identify shared interests in enhancing the partnership, encompassing the activities of the Vietnam-Australia Partnership Programme on Innovation (Aus4Innovation).

The two sides also signed an MoU on the exchange of information on money laundering and terrorism financing between the State Bank of Vietnam (SBV) and the Australia Transaction Reports and Analysis Centre (AUSTRAC).

Vietnam has become one of the 17 prioritised countries in Australia’s innovation strategy. The Australia-Vietnam Enhanced Economic Engagement Strategy has opened doors for both nations to enhance their collaboration in the fields of science, technology, and innovation. Knowledge and innovation have emerged as key foundations of the strategic partnership between Vietnam and Australia.

In Vietnam, a National Strategy for Science-Technology and Innovation Development until 2030 has been issued, highlighting that promoting science, technology, and innovation is the leading national policy playing the role as the main motivation for growth.

The Aus4Innovation initiative was unveiled during the APEC Economic Leaders’ Week in 2017 to support Vietnam in building a robust national innovation system. It aims to assist the country in preparing for and capitalising on the technological opportunities presented by the Fourth Industrial Revolution. The initiative also aims to shape Vietnam’s innovation landscape in the realm of science and technology. Aus4Innovation helps discover emerging fields in the transformation of digital technology, experiment with new partnership models between organisations in public and private sectors, enhance Vietnam’s capability in technology, and formulate policies relating to innovation.

It implements programmes to improve Vietnam’s innovation capacity through research commissioned to underpin preparedness for a digital future, industry-relevant research and technology transfer in agriculture, and modes of creative thinking in education to feed an entrepreneurial and start-up economy.

The Aus4Innovation programme is financially supported by DFAT and co-sponsored by the Commonwealth Scientific and Industrial Research Organisation (CSIRO). It is implemented in collaboration with MoST.

Exclusive! Empowering the Next Generation: Strategic Partnership for Youth Skills in Malaysia’s Digital Economy

In an era of rapid digital transformation, Malaysia recognises the importance of equipping its youth with the necessary skills to thrive in the digital economy. To address this crucial need, a strategic partnership has been formed to empower the next generation through youth skills development.

This alliance brings together key stakeholders from the government, the private sector, educational institutions and industry experts to collaborate on initiatives that enhance digital competencies among Malaysian youth.

The initiative aims to bridge the digital skills gap by offering comprehensive programmes that cater to the specific needs of Malaysian youth. It focuses on equipping them with the essential digital skills required for success in the modern workforce.

By developing a strong foundation in areas such as coding, data analytics, digital marketing and emerging technologies, youth will be ready to take on the challenges and opportunities in Malaysia’s digital economy.

The plans encompass a range of strategies, such as training programmes, mentorship opportunities, industry collaborations and granting access to digital resources. They not only foster technical skills but also emphasise critical thinking, problem-solving, creativity and entrepreneurship.

Envisioning a future where Malaysian youth lead the way in innovation and contribute to the growth and competitiveness of the digital economy, the partnership strives to empower the next generation with these essential skills. By doing so, they not only aim to fulfil the career aspirations of the youth but also ensure their active participation in driving the nation’s progress.

Fostering Youth Skills in Malaysia’s Digital Economy

Ir Ts Dr Aziyati Yusoff, Head of Strategic Partnership for Youth Skills Development, Ministry of Youth and Sports, emphasises Malaysia’s commitment to bridging the digital skills gap among its youth and aligning them with the demands of the digital economy.

With a forward-thinking approach, she acknowledges the significance of embracing new paradigms and perspectives to stay relevant in an ever-evolving digital landscape. By recognising the need to adapt and equip the younger generation with the necessary skills, Malaysia is poised to nurture a workforce that can effectively contribute to the country’s digital transformation and global competitiveness.

“Currently ranked 33rd in technological advancement, Malaysia aspires to become a regional leader,” Dr Aziyati reveals. “While physical platforms have been emphasised, other factors like education integration, cultural wellness, societal maturity, and economic stability are also important.”

Malaysia acknowledges the significance of coding and technical skills but also places value on soft skills and adaptability. School programmes in the country emphasise a well-rounded approach by incorporating STEM activities, innovation competitions, and even sports to enhance social interaction and problem-solving abilities.

This holistic approach ensures that Malaysian youth not only develop technical proficiency but also cultivate essential interpersonal skills, creativity, and the ability to adapt to various challenges. By nurturing a balanced skill set, Malaysia aims to prepare its youth for the multifaceted demands of the digital era, where both technical expertise and soft skills play integral roles in success.

Dr Aziyati acknowledges the importance of coding classes in Malaysia, recognising their role in fostering skills such as planning, problem-solving, and performance evaluation. The country’s education blueprint focuses on utilising information and communication technology (ICT) to enhance the quality of learning.

This is achieved through the implementation of online classrooms, robotics competitions, and government initiatives like the Digital MakerSpace and Multimedia Super Corridor (MSC). By leveraging these platforms and programmes, Malaysia is actively promoting the integration of technology into education and empowering its youth to thrive in the digital age.

The government promotes inclusivity and equal opportunities through various initiatives that aim to provide practical platforms for knowledge and anticipate the challenges and opportunities brought by technology.

These initiatives aim for wider engagement and to create an environment where students have access to digital resources, hands-on learning experiences and opportunities to showcase their skills.

Advancements in digital technology benefit the economy by creating jobs, improving employability rates, fostering digital content creators, supporting governmental agendas and providing a return on investment.

Smart partnerships with various ministries, including the Ministry of Economy, Ministry of Communications and Digital, Ministry of Science, Technology and Innovation, and Ministry of International Trade and Industry, contribute to these benefits.

“Smart partnerships ensure the relevance of training and knowledge content, while industries are open to hiring special needs graduates, offering training tailored to their abilities,” Dr Aziyati reiterates.

In the modern world, diverse cultural values and socioeconomic achievements define our lifestyles, Dr Aziyati observes. The Malaysia Digital Economy Blueprint embraces the globalised nature of information systems, which facilitates cultural exchange and emphasises the impact of digital technology on societal resilience and the future-proofing of the economy.

Despite economic challenges, Malaysia’s resources and diversity have facilitated national transformations. The government understands that consistent and continuous investment in youth development through training and education is crucial for ensuring sustainable progress and national sustainability.

The education system and institutions play a crucial role in facilitating successful partnerships and collaborations. Both national and institutional levels are open to innovative ideas and opportunities for partnerships.

The Ministry of International Trade and Industry supports initiatives by the Ministry of Education and the Ministry of Higher Education to establish partnerships with other countries. Collaboration with education institutions from countries like the UK, USA, Australia, Germany, European nations, Asian countries and APEC nations is pursued through international knowledge exchange.

Through such partnerships, a wide array of opportunities, initiatives, incentives, and projects are being implemented to benefit the citizens. These activities span various domains, including student and cultural exchange, expert sharing, technology transfer, intellectual discourse and skill mobility.

The aim is to foster mutual growth, facilitate the transfer of knowledge and expertise and create a dynamic environment that promotes innovation and skill development among individuals. As Malaysia promotes the Fourth Industrial Revolution, it requires a highly skilled workforce and smart citizens to attract investment for a better economy.

“To facilitate execution and foster innovation in the digital economy, proper planning and provision in the areas of manpower, machinery, and methods are crucial. Some also emphasise materials and mediums,” Dr Aziyati explains. “Youth entrepreneurs can adopt these approaches to boost productivity.”

Since 2013, the Federal Government has launched various initiatives and projects, including policies on science, technology, and innovation, IoT strategy, Smart City framework, cybersecurity, and the digital economy blueprint, with implementation planned until 2025.

Dr Aziyati agrees that expanding strategic relationships with other countries becomes easier with transparency as governance is visualised through paperless documents, faster approvals, efficient repayment methods and increased output capacity.

While online application processes are already in place, information security, cybercrime, cryptography and privacy concerns must be addressed, she reveals.

Over the past five years, Malaysia has experienced political changes and evolving government institutions. Despite these fluctuations, the youth and future generations remain focused on the impact and development of the digital economy.

“To achieve successful implementation of integrated e-governance, a nation must attain key elements such as political stability, economic prosperity, social harmony, technological modernisation, environmental sustainability, and legal strength,” Dr Aziyati opines. “These factors collectively contribute to effective governance and ensure a holistic approach towards leveraging digital technology for the betterment of society.”

Sustaining the momentum of digital economy efforts and utilising strengths and opportunities can lead to enhanced business, partnerships and economic growth. Transformation and readiness for change are key factors for success, along with incorporating fresh ideas from young minds and a skilled workforce.

Dr Aziyati is convinced that aside from financial assistance, Malaysia can secure long-term stability and progress by implementing a thorough and consistent transformation programme.

The Ministry of Youth and Sports in Malaysia is responsible for the supervision and advancement of eSports players. However, there are existing challenges concerning the welfare of developers within this domain. As a result, the ministry is actively seeking new policies and measures to address and strengthen this aspect, ensuring the well-being and support of young developers in the future.

In her new role overseeing Training Management for skills institutions, Dr Aziyati continues to prioritise partnerships with industry to promote digital technology advancement. To improve governmental institutions, she proposed the following:

Increase budget allocations for youth in the digital economy
Expand youth development programmes for mastering digital skills
Provide more incentives to support youth in adapting to the fast-paced digital world
Implement transformative programs in STEM, digital education, and school projects
Foster flexible ideas for national digital improvements
Reduce bureaucracy in project decision-making processes
Encourage creativity by minimising organisational hierarchy limitations
Minimise the use of paper forms
The transition from old-school work delegations to foster flexibility through collaborative discussions and cooperative deliveries

To realise these improvements, both financial support and organisational adjustments are necessary.

The Ministry of Education has identified a concerning trend where nearly 50% of school leavers are choosing not to pursue higher education. This issue is influenced by several factors, including the high cost of education, a perceived lack of job guarantees, and the belief that courses offered may not provide sufficient marketability compared to the appeal of social media businesses and gig economy jobs.

Dr Aziyati feels it is crucial to conduct a study that examines the relevance of current school curricula, the courses offered by higher education institutions and the demands of industries. Recognising the interdependence among these entities is vital, as failure to address outdated education content and maintain the status quo could result in a substantial gap in producing high-quality graduates.

By understanding the evolving needs of industries and aligning educational programmes accordingly, Malaysia can ensure that its education system remains responsive, equipping students with the necessary skills and knowledge to meet the demands of the job market effectively.

“To inspire young people, it is important to emphasise the importance of passion and willingness to continuously learn, improve and contribute to society,” Dr Aziyati says. “Success requires effort and perseverance, as reflected in the quote: genius is 1% inspiration and 99% perspiration.”

While young people may encounter misleading information and failure, it is part of the learning process. She believes that patience, persistence, and perseverance are key in this journey if one’s pursuits are beneficial to society.

Dr Aziyati strongly believes that by consistently pursuing personal growth and making significant contributions, success and recognition will naturally follow. She feels that this journey should not solely revolve around personal improvement, but also include a commitment to leaving a positive legacy for future generations.

Additionally, it is crucial to acknowledge the inherent value of the learning process itself, which cannot be easily replaced. However, Dr Aziyati acknowledges that individuals may sometimes be influenced by the opinions of others and consequently choose paths that they are not genuinely passionate about.

While quick money-making opportunities may come and go, Dr Aziyati underscores the enduring value of education and the credentials earned through hard work. She encourages individuals to prioritise long-term gains, as the knowledge and skills acquired through education will have a lasting impact throughout their lives.

“By channelling the passion of young people towards constructive and educational endeavours that bring benefits to the nation, we can unleash their potential and make meaningful contributions to their personal and societal growth,” Dr Aziyati concludes.

Eksklusif! Memperkuat Generasi Muda: Strategi Kerjasama dalam Meningkatkan Keahlian Anak Muda untuk Kemajuan Ekonomi Digital di Malaysia

Kementerian Sains, Teknologi, dan Inovasi (KSTI) di Malaysia merancang tujuan untuk menjadi negara berbasis teknologi tinggi pada tahun 2030. Sebagai negara dengan peringkat 33 sebagai “the most technologically advanced countries”, Malaysia optimis tujuan tersebut akan tercapai.

Upaya-upaya yang dilakukan, terutama oleh pemerintah Malaysia sendiri, menunjukkan adanya perhatian serius terhadap pengembangan ekonomi digital di negara ini. Pemerintah menyadari bahwa memiliki keahlian digital dalam era kemajuan teknologi saat ini merupakan aset yang sangat berharga dan penting bagi setiap individu, terutama generasi muda.

Dalam upaya mencapai tujuan menjadi negara berbasis teknologi tinggi, pemerintah telah meluncurkan berbagai program dan inisiatif yang bertujuan untuk meningkatkan keahlian digital masyarakat, terutama bagi anak muda. Pendidikan dan pelatihan dalam bidang teknologi dan inovasi telah menjadi fokus utama pemerintah dengan menyediakan akses yang lebih luas dan menyeluruh kepada masyarakat untuk memperoleh pengetahuan dan keterampilan yang diperlukan.

Peningkatan keahlian digital anak muda tidak hanya akan meningkatkan nilai individu, tetapi juga berkontribusi pada integrasi dan adaptasi negara terhadap kemajuan teknologi yang terjadi dengan cepat. Dengan besarnya jumlah individu yang memiliki keahlian digital, Malaysia dapat lebih siap menghadapi tantangan dan peluang yang ditawarkan oleh ekonomi digital.

Selain itu, kehadiran generasi muda yang terampil dalam bidang teknologi juga akan memberikan dampak positif dalam mendorong inovasi dan perkembangan industri teknologi di negara ini. Mereka memiliki potensi untuk menciptakan solusi baru, mendorong pertumbuhan ekonomi, dan meningkatkan daya saing internasional.

Transformasi Keahlian Digital Berperan dalam Pertumbuhan Ekonomi Malaysia

Ir Ts Dr Aziyati Yusoff, Kepala Kerjasama Strategis untuk Pengembangan Keahlian Anak Muda, Kementerian Pemuda dan Olahraga, Malaysia, melalui wawancaranya menyatakan bahwa kehadiran generasi muda yang memiliki keahlian digital di Malaysia dapat menjadi pendorong utama dalam transformasi inovasi dan pertumbuhan ekonomi negara ini. Mereka tidak hanya memiliki kemampuan teknologi yang canggih, tetapi juga potensi untuk menciptakan solusi baru yang mengarah pada perkembangan industri teknologi yang pesat.

Dalam upaya untuk menjembatani kekosongan yang terjadi antara berbagai entitas di Malaysia, sebuah inovasi baru telah diperkenalkan yang bertujuan untuk menawarkan sebuah program yang inklusif. Inovasi ini secara khusus ditujukan untuk mendukung dan meningkatkan ekonomi digital di negara tersebut.

Program pembelajaran yang ditawarkan harus didesain dengan tujuan untuk memastikan bahwa generasi muda memiliki kemampuan yang diperlukan untuk sukses dalam ekonomi digital. Dalam program ini, anak-anak muda akan diberikan kesempatan untuk mempelajari keterampilan seperti pemrograman komputer, desain grafis, analisis data, dan teknologi terkait lainnya.

Melalui Kementerian Ekonomi dan Investasi, Kementerian Sains dan Teknologi, Kementerian Informasi dan Komunikasi, dan Kementerian Perdagangan Antarabangsa dan Industri Malaysia, dapat berkolaborasi untuk memprioritaskan anggaran dalam mendukung program-program yang berkaitan dengan keahlian transformasi digital pada anak muda Pemerintah Malaysia telah mengambil langkah-langkah penting dalam implementasi program-program digital yang bertujuan untuk memberikan pembelajaran digital kepada generasi muda.

Salah satu inisiatif strategis yang diluncurkan adalah MyDIGITAL (Malaysia Digital Economy Blueprint), yang bertujuan untuk mempercepat transformasi digital negara dan mendorong pertumbuhan ekonomi digital. Selain itu, terdapat juga MaGIC (Malaysian Global Innovation & Creativity Centre), sebuah pusat inovasi dan kreativitas yang bertujuan untuk mempercepat perkembangan ekosistem startup di Malaysia.

MyDIGITAL dan MaGIC adalah dua program yang menjadi fokus pemerintah dalam mengembangkan potensi digital di negara ini. MyDIGITAL bertujuan untuk merumuskan kebijakan, strategi, dan inisiatif yang mempercepat pengadopsian teknologi digital di berbagai sektor, termasuk pendidikan. Sementara itu, MaGIC berperan sebagai pusat inovasi dan kreativitas yang memberikan pelatihan, mentoring, dan dukungan bagi para startup untuk mengembangkan produk dan layanan mereka.

Dengan adanya program-program ini, pemerintah Malaysia berharap dapat menciptakan generasi muda yang terampil dalam pemanfaatan teknologi digital, meningkatkan daya saing negara dalam ekonomi digital, dan mendorong pertumbuhan ekosistem startup yang inovatif. Melalui upaya ini, Malaysia berkomitmen untuk menjadi pemimpin regional dalam transformasi digital dan ekonomi berbasis pengetahuan.

Program-program digital ini merupakan langkah positif yang diambil oleh pemerintah Malaysia untuk mempersiapkan generasi muda menghadapi tantangan dan peluang dalam era digital. Dengan membangun fondasi pendidikan digital yang kuat dan memberikan dukungan bagi inovasi dan kreativitas, pemerintah berharap dapat menciptakan lingkungan yang kondusif bagi pertumbuhan ekonomi digital dan perkembangan teknologi di Malaysia.

Aziyati Yusoff menghimbau agar pemerintah pusat dapat lebih memprioritaskan anggaran kepada program-program yang meningkatkan keahlian digital kepada anak muda. “Melalui Kementerian Ekonomi dan Investasi, Kementerian Sains dan Teknologi, Kementerian Informasi dan Komunikasi, dan Kementerian Perdagangan Antarabangsa dan Industri Malaysia, dapat berkolaborasi untuk memprioritaskan anggaran dalam mendukung program-program yang berkaitan dengan keahlian transformasi digital pada anak muda” himbaunya.

Selain implementasi program-program digital di luar sekolah, penting juga untuk memperhatikan penyertaan pembelajaran digital dalam kurikulum sekolah. Pembelajaran digital, seperti Teknologi Informasi dan Komunikasi (TIK), harus menjadi bagian integral dari kurikulum agar para murid dapat memahami dan menguasai aspek penting ini dalam kehidupan mereka.

Pengajaran TIK dapat meliputi berbagai keterampilan, seperti penggunaan perangkat keras dan perangkat lunak, penelusuran informasi secara online, literasi digital, dan pemahaman tentang etika dan keamanan dalam penggunaan teknologi. Dengan menyertakan TIK dalam kurikulum, sekolah dapat memberikan landasan yang kuat bagi para murid dalam memanfaatkan teknologi digital dengan bijak dan efektif.

Selain itu, program Science, Technology, Engineering, and Mathematics (STEM) juga dapat diintegrasikan ke dalam kurikulum sekolah. Program ini mendorong pemahaman yang mendalam tentang sains, teknologi, rekayasa, dan matematika, serta menghubungkannya dengan konteks dunia nyata.

Dalam era digital, program STEM dapat diperkaya dengan penggunaan teknologi digital, seperti eksperimen ilmiah menggunakan perangkat lunak simulasi, pemrograman komputer untuk memecahkan masalah matematika, dan pengembangan solusi teknik menggunakan teknologi terkini.

Selain pembelajaran TIK dan program STEM, proyek siswa berbasis digital juga dapat menjadi komponen yang berharga dalam kurikulum sekolah. Proyek-proyek ini memberikan kesempatan kepada para murid untuk menerapkan pengetahuan dan keterampilan digital mereka dalam konteks nyata. Misalnya, mereka dapat bekerja sama dalam tim untuk merancang dan mengembangkan aplikasi, membuat presentasi multimedia, atau melakukan penelitian online.

Melalui proyek-proyek ini, para murid dapat mengembangkan kemampuan kolaborasi, kreativitas, dan pemecahan masalah, sambil memperdalam pemahaman mereka tentang teknologi digital.

Dengan menyertakan pembelajaran TIK, program STEM, dan proyek siswa berbasis digital dalam kurikulum sekolah, para murid akan mendapatkan pendidikan yang holistik dan relevan dengan tuntutan dunia digital saat ini. Mereka akan dilengkapi dengan keterampilan yang diperlukan untuk menghadapi tantangan dan memanfaatkan peluang dalam era digital yang terus berkembang. Selain itu, ini juga akan membantu mereka membangun landasan yang kuat untuk melanjutkan pendidikan dan karir di bidang teknologi, ilmu pengetahuan, dan inovasi.

Lebih jauh, pemerintah menghadirkan kolaborasi dengan lembaga pendidikan di Britania Raya, Amerika Serikat, Australia, Jerman, negara-negara Eropa, negara-negara Asia, dan juga APEC (Kerja Sama Ekonomi Asia-Pasifik) melalui pertukaran pengetahuan internasional. Aktivitas-aktivitas dalam kemitraan semacam ini mencakup pertukaran mahasiswa dan budaya, berbagi pengetahuan antara para ahli, transfer teknologi, diskusi intelektual, serta mobilitas keahlian dan keterampilan.

Dalam mengembangkan inovasi digital, pemerintah harus menjalin kerja sama dengan sektor swasta, lembaga pendidikan, dan berbagai entitas terkait lainnya. Kolaborasi ini diharapkan dapat menciptakan ekosistem pembelajaran yang holistik dan berkelanjutan. Program ini akan dilaksanakan melalui kemitraan strategis antara lembaga pendidikan dan perusahaan teknologi, yang akan memberikan pengetahuan praktis dan pengalaman langsung kepada anak-anak muda. Hal ini bertujuan untuk menciptakan kestabilan negara ke depannya.

Cara terbaik untuk menggambarkan kestabilan dari sebuah negara adalah ketika mereka memiliki hal-hal berikut secara seimbang, yaitu stabilitas politik, kemakmuran ekonomi, harmoni sosial, modernisasi teknologi yang ramah lingkungan, dan hukum yang tegas.

Dengan demikian, inovasi ini tidak hanya bertujuan untuk meningkatkan keahlian anak-anak muda, tetapi juga untuk menciptakan lapangan kerja baru dan mempercepat pertumbuhan ekonomi digital di Malaysia secara keseluruhan. Dengan adanya program pembelajaran yang relevan dengan kebutuhan pasar, diharapkan akan terjadi peningkatan daya saing dan inovasi di sektor ekonomi digital, serta pengurangan kesenjangan keterampilan di antara generasi muda.

Dalam rangka mencapai visi ini, dukungan pemerintah dan partisipasi aktif dari berbagai pihak terlibat sangat penting. Program ini harus didukung dengan kebijakan yang mendukung, investasi yang memadai, serta pengembangan infrastruktur teknologi yang memadai. Dengan adanya kerangka kerja yang kuat dan kolaborasi yang efektif, inovasi ini memiliki potensi besar untuk mengubah lanskap ekonomi digital di Malaysia, menciptakan masa depan yang lebih inklusif, dan memberikan manfaat jangka panjang bagi anak-anak muda serta masyarakat secara keseluruhan.

Dalam mendukung program digital inklusif ini, Aziyati menghimbau agar pemerintah dapat lebih tanggap dengan cara mengurangi berbagai macam birokrasi dalam melakukan pengambilan keputusan.

Birokrasi yang kompleks dan lambat dapat menghambat inovasi dan menghambat perubahan yang cepat yang dibutuhkan dalam era digital. Oleh karena itu, perlu adanya reformasi dan penyederhanaan prosedur administrasi yang terkait dengan pengimplementasian program digital. Langkah-langkah ini meliputi mempercepat proses pengadaan teknologi, mengurangi regulasi yang menghambat perkembangan industri digital, serta memperbaiki koordinasi antarlembaga pemerintah yang terlibat dalam implementasi program digital.

Dengan meningkatkan tingkat tanggap pemerintah terhadap program digital inklusif, diharapkan dapat tercipta lingkungan yang mendukung pertumbuhan ekonomi digital, pemerataan akses teknologi, dan peningkatan kualitas hidup masyarakat secara keseluruhan. Dengan adanya kolaborasi antara pemerintah, pemangku kepentingan, dan masyarakat, serta pengurangan birokrasi yang berlebihan, Malaysia dapat melangkah maju dalam menghadapi era digital dengan lebih siap dan tanggap.

Selain langkah-langkah yang telah disebutkan sebelumnya, pemerintah juga telah meluncurkan beberapa proyek kebijakan nasional yang bertujuan untuk meningkatkan dan mengimplementasikan bidang sains, inovasi, teknologi, dan transformasi digital di Malaysia. Proyek-proyek ini menjadi landasan strategis dalam mendorong pertumbuhan ekonomi digital dan menciptakan lingkungan yang kondusif bagi pengembangan teknologi.

Salah satu proyek tersebut adalah Strategi Nasional Internet of Things (IoT), yang bertujuan untuk mengembangkan ekosistem IoT yang luas di Malaysia. Melalui penggunaan teknologi IoT, diharapkan dapat tercipta konektivitas yang lebih baik antara perangkat dan infrastruktur, yang akan membawa manfaat besar dalam berbagai sektor, seperti industri, pertanian, transportasi, dan layanan publik.

Selain itu, Malaysia juga telah mengadopsi kerangka kerja Malaysia Smart City yang bertujuan untuk menciptakan kota yang cerdas dan berkelanjutan. Melalui integrasi teknologi digital, informasi, dan komunikasi, diharapkan dapat meningkatkan efisiensi dan kualitas hidup di perkotaan, serta memperkuat konektivitas antara pemerintah, masyarakat, dan sektor swasta.

Pemerintah Malaysia juga telah mengambil langkah strategis dalam menghadapi tantangan keamanan siber dengan merumuskan strategi keamanan siber yang komprehensif. Langkah ini bertujuan untuk melindungi infrastruktur digital negara, data sensitif, dan privasi masyarakat dari ancaman siber yang semakin kompleks dan beragam

Dalam upaya mendorong pertumbuhan ekonomi digital, Malaysia telah mengembangkan ekonomi digital yang berfokus pada inovasi, kewirausahaan, dan pengembangan industri teknologi. Melalui berbagai program dan kebijakan, pemerintah berupaya mendorong kreativitas dan inovasi, serta memberikan dukungan kepada pelaku usaha digital, termasuk startup dan UKM, untuk berkembang dan bersaing di pasar global.

Selain itu, Malaysia juga telah merancang blueprint dan kebijakan nasional yang bertujuan untuk memulai program percepatan dalam menghadapi transformasi digital. Blueprint ini menyediakan arah dan langkah-langkah konkret untuk mengintegrasikan teknologi digital dalam berbagai sektor, termasuk pendidikan, kesehatan, transportasi, dan administrasi public.

Harapannya, di 5 tahun ke depan, inklusivitas digital pada anak muda akan menghadirkan berbagai gagasan yang inovatif dan menghasilkan tenaga kerja yang berkualitas. Kalau kita berhasil konsisten untuk melakukan perubahan dan transformasi ini terus menerus, Malaysia akan menjadi negara yang stabil, baik dari tingkat ekonomi maupun sumberdaya manusia.

“Kami yakin dengan rencana ini. Melalui investasi berkelanjutan dalam pelatihan dan pendidikan pemuda, kami bertujuan untuk mempersiapkan generasi yang adaptif dan mampu bersaing secara global di Malaysia. Peningkatan sumber daya manusia dan kualitas pendidikan merupakan kunci untuk mencapai peningkatan nasional yang berkelanjutan,” tutup Aziyati.

June 8, 2023

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Qlik

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CTC

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Planview

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SIRIM

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HashiCorp

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IBM