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A leading Philippine food delivery provider has launched new initiatives for small food and beverage companies, including product solutions to broaden the online presence of merchants. The food delivery service strives to be the most chosen platform for businesses and enterprises in the Philippines, with platform features, important insights, and updating chances. The food delivery service commissioned its inaugural F&B trends report from the global research organisation, which included insights and trends based on respondents from 1000, detailed interviews, and consumer focus groups.
The company released a report to help local dealers adjust to shifting consumer behaviours and preferences. It has also developed the collaboration to strengthen the financial skills of small enterprises with the Philippine’s International Finance Corporation (IFC). The new measures announced for their food and beverage trading partners during their annual trade conference will be implemented during this year.
The report emphasised how F&B consumption behaviours in the Filipinos have changed since the epidemic and how Covid-19 accelerated the introduction of food supply platforms further, given the limited mobility caused by quarantine. Many F&B companies rely on food supply platforms to help sustain their businesses and flourish. 92 % of those surveyed said that food supply is a key function for their businesses, whereas 39 % said that they rely on food supplies to help their businesses continue.
We are grateful for the trust and confidence of our merchant partners, and we will continue to reinforce our commitment to supporting their growth and long-term success.
– Country Head of Philippines food delivery service provider
The growing number of consumers ordering meals online creates business partners with the aim of expanding their presence online, both in and outside of the delivery application. The food service said it is increasing its technological knowledge and capabilities by introducing its online shop, an e-commerce solution tailor-made for food and beverage companies, to help its merchants develop. The online shop of the food supply service provides traders with the chance to build up and operate their own personalised website, with extensive technical and customer service assistance.
A marketing solution will also be introduced within the app by the major food delivery provider. With a marketing solution, traders can choose their chosen marketing packages that combine appropriate publicity and promotional solutions to assist traders to achieve more effectively their aims. For merchants that appreciate the flexibility to develop their own campaigns, the self-serving advertising and promotional alternatives of the company can continue to be used in the app.
In addition, the leading service for food supply and the International Finance Corporation work together to promote small enterprises’ financial literacy. The trading partners of the company should have free access to the company portal to training materials provided by Philippine’s International Finance Corporation.
“These are challenging times for many businesses, but through regular engagements with our merchant-partners and constantly keeping our ears to the ground, we gain a holistic and deeper understanding of their needs and continuously support them with features, solutions, and programmes to help them become more resilient amidst these market conditions, ” said the country head of the food delivery service.
The app gives commerce partners access to analytics and marketing tools to assist them to understand the performance of their business on the platform. It also leads companies on how promotions can be developed to attract more clients. In fact, traders can also trace their growth through a company’s analytic dashboard beyond the management of everyday operations. Similarly, the organisation helped numerous local companies on the Small Business Booster programme in their digitisation journey, providing the required tools and solutions to serve consumers better online.


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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.
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The Union Cabinet, chaired by Prime Minister Narendra Modi, has approved the third revival package for the Bharat Sanchar Nigam Limited (BSNL), which encompasses the provision of 4G/5G spectrum through equity infusion. The package for BSNL amounts to a total of IN 890.47 billion (around US$ 10.7 billion), according to a press release. BSNL is a central public sector undertaking (CPSU) headquartered in New Delhi. It operates under the Department of Telecommunications.
The authorised capital of BSNL will be increased from IN 1.5 trillion (US$ 18 billion) to IN 2.1 trillion (US$ 29.4 billion). The revival package will enable BSNL to become a stable telecommunication service provider with a primary focus on delivering connectivity to the most remote regions of India.
The spectrum allotment for BSNL brings a range of benefits and opportunities for the company. With this allocation, BSNL will be able to offer nationwide 4G and 5G services, bridging the digital divide in the country. It will enable BSNL to extend 4G coverage to remote villages as part of various connectivity initiatives. Additionally, the company will be able to provide Fixed Wireless Access (FWA) services, delivering high-speed internet connectivity. Moreover, BSNL will have the capacity to offer services and spectrum for Captive Non-Public Networks (CNPN), catering to specific organisational needs.
In 2019, the government gave its approval for the initial revival package for BSNL/MTNL. The package amounted to IN 690 billion (US$ 8.3 billion) and played a significant role in addressing the challenges faced by BSNL/MTNL, ensuring the stability and continuity of operations.
In 2022, the government approved the second revival package for BSNL/MTNL, which amounted to IN 1.64 trillion (US$ 19.8 billion) and encompassed various provisions to strengthen their financial position and operational capabilities. The package included financial support for capital expenditure (capex), viability gap funding for rural landline services, financial support for de-stressing the balance sheet, and the settlement of Adjusted Gross Revenue (AGR) dues. Additionally, the merger of Bharat Broadband Network Limited (BBNL) with BSNL was also part of the package, aiming to optimise resources and improve overall efficiency.
As a result of the two revival packages, BSNL has experienced a positive turnaround in its financial performance. Starting from the fiscal year 2021-22, BSNL has managed to generate operating profits, marking a significant achievement. Furthermore, the total debt of BSNL has reduced from IN 329.44 billion (US$ 3.9 billion) to IN 222.89 billion (US$ 2.6 billion).
BSNL has witnessed remarkable growth in the home fibre segment, with a consistent increase in new connections. Currently, BSNL is adding over 100,000 new connections each month. As of May 2023, the total home fibre subscriber base of BSNL stands at 3.088 million. The revenue generated from home fibre services last year amounted to IN 20.71 billion (US$ 250 million).
Telecom technology is a critical domain with only a few global providers offering end-to-end solutions. In line with the Prime Minister’s vision, India has successfully developed its own 4G/5G technology stack. The deployment of this indigenous technology has already commenced, and after a few months of field deployment, it will be swiftly rolled out nationwide on the BSNL network.
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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.
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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.
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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.
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Melihat perkembangan teknologi digital yang masif, pelayanan pengalaman konsumen menjadi diferensiasi yang unik dan penting dalam setiap pemilik bisnis. Seiring dengan peningkatan interaksi multikanal, konsumen semakin menitikberatkan pada kepuasan konsumen yang dapat diakses secara mudah melalui berbagai kanal.
Untuk memenuhi ekspektasi konsumen yang terus berkembang, strategi perusahaan untuk meningkatkan kepuasan konsumen dalam ranah digital adalah dengan mengimplementasikan dan mengintegrasikan dengan kecerdasan buatan (AI). Dengan memanfaatkan kekuatan AI, perusahaan dapat menganalisis data konsumen untuk mendapatkan infomasi mengenai preferensi, perilaku, dan kebutuhan individual, sehingga dapat menawarkan solusi yang relevan.
Algoritma dalam machine learning memungkinkan perusahaan untuk menyediakan ide produk dan promosi yang ditargetkan kepada konsumen melalui berbagai kanal, termasuk di antaranya situs jaringan, aplikasi seluler, platform media sosial, dan toko online.
Chatbot dan asisten virtual berbasis AI memainkan peran penting dengan memanfaatkan pemrosesan bahasa alami dan teknik machine learning untuk memahami dengan akurat dan segera merespons pertanyaan pelanggan secara real-time.
Chatbot juga dapat meningkatkan layanan konsumen secara efisien secara tanggap dan akurat. Teknologi tersebut dapat menjawab pertanyaan-pertanyaan basic, memberikan informasi produk, memproses transaksi, dan bahkan mengatasi permasalahan konsumen. Dengan demikian, perusahaan dapat menciptakan kepuasan pelanggan yang baik dan efektif.
Lebih jauh lagi, teknologi kecerdasan buatan menyediakan analisis yang memungkinkan perusahaan untuk mengetahui dan membaca minat dan pola konsumen terkait tingkat kepuasan mereka terhadap berbagai platform digital.
Perusahaan juga dapat memperoleh informasi penting terkait emosi konsumen dengan menganalisis data konsumen yang terkumpul, ulasan dan interaksi media sosial, serta menyesuaikan strategi mereka sesuai dengan hasil analisis tersebut. Hal ini membantu dalam mengidentifikasi area yang perlu diperbaiki, merespons masalah pelanggan, dan secara proaktif meningkatkan keseluruhan pengalaman pelanggan.
Dalam tingkatan ini, personalisasi memberikan pengalaman konsumen yang lebih menarik dan relevan, sehingga dapat meningkatkan kepuasan dan loyalitas konsumen.
OpenGov Breakfast Insight yang diselenggarakan pada tanggal 7 Juni 2023 di The Westin Jakarta, Indonesia, berfokus untuk memberikan pengalaman pelanggan yang cepat, akurat, dan relevan guna mendorong loyalitas melalui kecerdasan AI dan machine learning yang canggih.
Pengantar Awal



Belakangan ini, pertumbuhan teknologi berkembang begitu pesat. Terlebih, penggunaan AI yang memiliki peran begitu penting dalam meningkatkan produktivitas bisnis. Data menunjukkan bahwa pandemi membuat 17,5% konsumen di Indonesia yang sebelumnya berbelanja secara offline mulai mencoba berbelanja secara online. Terdapat berbagai saluran penjualan yang digunakan oleh konsumen untuk berbelanja online, termasuk marketplace, media sosial, dan website. Persentase konsumen yang memilih untuk berbelanja secara eksklusif online meningkat dari 11% sebelum pandemi menjadi 25,5% pada awal 2021. Menariknya, 74,5% konsumen tetap memilih untuk berbelanja online daripada offline.
Dengan demikian, Mohit Sagar, CEO & Pimpinan Redaksi, OpenGov Asia menjelaskan bahwa para pebisnis harus mampu mengolaborasikan bisnis dengan kecerdasan buatan yang semakin berkembang di era saat ini. “Memanfaatkan teknologi dan kemajuan AI berarti mentransformasikan cara-cara konvensional untuk menjadi lebih efisien baik bagi pengguna maupun bisnis,” ucapnya.
Mohit menyatakan, bahwa peningkatan multikanal bagi pelaku bisnis adalah strategi yang penting dilakukan guna meningkatkan kepuasan konsumen. Lebih jauh, ia menjelaskan bahwa pelaku bisnis dapat meningkatkan multikanal kepuasan konsumen melalui 5 poin.
Poin pertama adalah personalisasi berbasis data AI. Jika sebuah bisnis dapat menyediakan pengalaman personalisasi, seperti kemudahan mengakses informasi layanan melalui online maupun offline, maka secara tidak langsung, hal tersebut dapat membuat konsumen merasa terlayani dengan baik.
Poin kedua adalah data konsumen. Memiliki data konsumen adalah penting bagi pelaku bisnis. Dengan memiliki data konsumen yang terintegrasi, pelaku bisnis akan mengetahui kebiasaan dan pola perilaku konsumennya, sehingga hal ini akan dapat memudahkan pelaku bisnis untuk mengambil keputusan-keputusan yang relevan dengan target konsumen ke depannya.
Poin ketiga adalah bahwa pelaku bisnis harus menyediakan layanan personal customer service, di mana konsumen tidak perlu menunggu untuk mendapatakan informasi terkait bisnis. Pelaku bisnis bisa mengupayakan dengan meningkatkan chatbots atau vitual assistant yang dapat diintegrasikan langsung melalui kecerdasan buatan.
Poin keempat adalah pendapatan. Melalui analisis kebiasaan dan pola konsumen, bisnis bisa membuat keputusan-keputusan yang relevan menyesuaikan minat konsumen. Dengan demikian, bisnis dapat berinovasi untuk menciptakan berbagai revenue stream untuk meningkatkan pertumbuhan pendapatan.
Poin kelima adalah berinvestasi pada teknologi kecerdasan buatan. Dalam dunia teknologi digital seperti sekarang ini, sebuah bisnis akan kalah dari para kompetitornya jika tidak mengaplikasikan kecerdasan buatan untuk meningkatkan produktivitas. Agar menjadi bisnis yang inovatif dan berbasis pada “consumer-oriented“, sebuah bisnis akan melejit jika dapat memanfaatkan AI dengan maksimal.
Mohit menambahkan, pengimplementasian multikanal di era digital saat ini tidak hanya mampu meningkatkan kepuasan konsumen yang dapat menghasilkan loyalitas, namun pelaku bisnis juga dapat mengurangi biaya dan mendorong pertumbuhan pendapatan.
Akan tetapi, walau penggunaan multikanal yang berbasis kecerdasan buatan memiliki banyak manfaat dan kelebihan untuk meningkatkan produktivitas bisnis, perlu diketahui pula bahwa terdapat tantangan dalam pengimplementasiannya.
Tantangan tersebut di antaranya ketika sebuah bisnis maupun perusahaan harus memastikan bahwa mereka telah mengumpulkan dan menggunakan data konsumen dengan bijak. Tidak jarang ditemukan beberapa pelaku bisnis yang tidak bijak dalam menjaga data konsumen pribadi, alhasil, hal ini tentu merugikan konsumen dan integritas perusahaan itu sendiri.
Kebocoran data misalnya dapat menimbulkan kekhawatiran dari pihak konsumen, terutama terkait informasi kesehatan atau keuangan. Melihat tantangan tersebut, perusahaan harus dapat lebih proaktif dalam mengatasi permasalahan tersebut.
Selanjutnya, perusahaan juga harus dapat memulai untuk menginvestasikan pendapatan mereka kepada teknologi tenaga kerja berbakat yang dapat mengimplementasikan strategi secara efisien dan efektif. Akan tetapi, perusahaan, khususnya perusahaan rintisan, mungkin akan sangat pasti menghadapi kesulitan untuk mendapatkan balik modal (ROI) dalam rentan waktu yang pendek.
Lebih jauh, perlu adanya pemahaman mendalam tentang kebutuhan dan perilaku pelanggan sebelum mengimplementasikan kepuasan konsumen berbasis AI yang efektif. Perusahaan harus berinvestasi dalam riset dan analisis konsumen agar pengimplementasian mendapatkan hasil yang maksimal.
“Penting untuk mengatasi tantangan-tantangan ini saat menerapkan personalisasi berbasis AI dan kepuasan digital untuk memastikan pengimplementasian yang sukses dan menghindari permasalahan potensial yang umum terjadi,” ucap Mohit.
Sesi Sambutan



Nathan Guy, Kepala UCaaS, Asia Pacific, Zoom, dalam sambutannya menjelaskan bahwa selama pandemi COVID-19, banyak perusahahaan di seluruh dunia yang menghabiskan uang untuk teknologi guna meningkatkan ketahanan bisnis. Hal ini dilakukan perusahaan untuk tetap konsisten dalam menyediakan pelayanan konsumen yang profesional dan optimal. Akan tetapi, untuk mencapai hal tersebut, terdapat tantangan-tantangan yang harus dihadapi seperti ketidakpastian ekonomi yang berlangsung serta perubahan teknologi yang begitu cepat.
“Kemudian, muncul sebuah pertanyaan terkait kemungkinan dari tempat kerja yang dapat membawa perbaikan yang positif bagi tim dan konsumennya di masa depan. Di Zoom sendiri, kami percaya bahwa transformasi positif tersebut akan terjadi,” ucap Nathan dalam sambutannya. Ia juga menambahkan bahwa ada tiga tantangan kunci dalam menghadapi perubahan ini.
Pertama, kerangka kerjasama dan produktivitas merupakan hal yang penting untuk menjaga keseimbangan dalam dinamika perubahan dunia kerja. Melalui kerjasama dan kolaborasi yang baik, nilai yang lebih maksimal dengan waktu yang lebih efisien dapat dihasilkan ke depannya.
Kedua, membangun hubungan personal yang baik di lingkungan kerja. Hal ini dapat membantu menciptakan lingkungan yang positif bagi seluruh rekan yang terlibat.
Ketiga, dapat memenuhi ekspektasi yang baik dari konsumen maupun karyawan sangat penting untuk keberhasilan sebuah perusahaan. Dengan memenuhi ekspektasi yang diharapkan akan tercipta konsumen dan karyawan yang memiliki integritas baik, suportif, dan loyal.
“Sebuah laporan menyoroti bahwa perusahaan-perusahaan menginvestasikan keuangan yang cukup signifikan dalam teknologi selama pandemi, yaitu sebesar S$15 miliar per minggu. Hal ini menunjukkan kesadaran bagi para pelaku bisnis dalam membangun pondasi yang kuat dalam perubahan teknologi guna mendapatkan keunggulan kompetitif di masa depan.”
Lebih lanjut, Nathan menegaskan bahwa kebutuhan masa depan untuk mengimplementasikan tempat kerja hybrid juga akan bertambah, seperti infrastruktur teknologi, fleksibilitas, komunikasi dan kolaborasi, kesejahteraan emosional, serta pelatihan dan pengembangan.
Ia juga menyebutkan bahwa voice dianggap sebagai dasar dari transformasi digital, berfungsi sebagai penghubung antara dunia luar dan dalam ruangan. “Di dunia yang semakin terhubung, keterlibatan voice harus menjadi inti daripada peripheral atau perangkat keras. Hal ini dikarenakan IP Voice menghemat biaya pengeluaran dan menghasilkan komunikasi yang terjangkau,” jelasnya.
Perusahaan melaporkan peningkatan keterlibatan, peningkatan produktivitas, dan peningkatan kolaborasi melalui aplikasi layanan konsumen terbarukan. Voice tetap menjadi hal yang krusial untuk pekerjaan masa depan, baik dalam hal keterlibatan pelanggan maupun karyawan. Oleh karenanya, bisnis harus terus berinvestasi dalam pasar yang berkembang ini.
Menurut Nathan, infrastruktur kolaborasi konvensial dapat digantikan oleh komunikasi cloud untuk memenuhi kebutuhan kerja hybrid dan jarak jauh. Integrasi berbagai fitur kolaborasi, termasuk pesan, pertemuan, konferensi, diskusi, dan berbagi konten, menjadi hal yang penting untuk menjadi aspirasi digital perusahaan.
Platform kolaborasi dibangun dengan teknologi yang menawarkan solusi komunikasi dan kolaborasi yang disesuaikan untuk berbagai industri dan departemen. Zoom telah berinvestasi secara signifikan dalam AI untuk meningkatkan pengalaman kolaborasi. Hal ini menjadikan perusahaan mampu meningkatkan pelayanan pelanggan dan membantu mereka berkembang di era kerja yang baru.
Tim yang berhubungan langsung dengan pelanggan akan menghadapi berbagai tantangan yang perlu diatasi. Memberdayakan seseorang yang ahli dalam bidangnya dapat meningkatkan nilai perusahaan dalam segi pelayanan personal kepada konsumen. Nathan menegaskan kembali bahwa dengan pengimplementasian pemberdayaan kolaborasi yang baik dengan karyawan dapat mendorong pertumbuhan bisnis lebih pesat.
Kolaborasi yang dimaksud mencakup membuat jadwal kalender, mengobrol santai, dan mengirim email sapaan di pagi hari, kolaborasi pertemuan, kolaborasi santai melalui rapat singkat, dan panggilan telepon. Demikian pula, kolaborasi dengan konsumen mencakup perihal pemasaran, webinar, proses penjualan, dan pengalaman konsumen secara keseluruhan yang dapat diakses dengan mudah.
“Kehilangan persentase signifikan konsumen akibat pengalaman buruk dapat sangat merugikan pendapatan sebuah bisnis,” Nathan menyimpulkan. Hal ini menyoroti tantangan dalam memenuhi kebutuhan pelanggan di lingkungan yang tidak pasti sambil menghadapi keterbatasan sumber daya.
Studi menunjukkan bahwa ekspektasi pelanggan telah meningkat dari tahun ke tahun, sehingga penting bagi perusahaan untuk bergerak cepat dan unggul dalam peningkatan pengalaman konsumen.
Nathan juga menekankan bahwa terdapat enam pilar untuk memenuhi keunggulan pelayanan konsumen, di antaranya:
Pertama adalah personalisasi. Menyediakan pengalaman yang disesuaikan dengan preferensi dan kebutuhan individu konsumen dapat memberikan pelayanan yang tertarget dan benar-benar dapat memecahkan masalah konsumen.
Kedua adalah kepercayaan. Membangun kepercayaan dengan pelanggan melalui transparansi dapat menjadi kunci untuk menjalin hubungan jangka panjang dengan pelanggan.
Ketiga adalah meminimalkan upaya konsumen. Menciptakan pengalaman konsumen untuk menyediakan kemudahan akses untuk menjangkau perusahaan dapat meningkatkan nilai perusahaan itu sendiri.
Keempat adalah pemenuhan ekspektasi. Menghadirkan pelayanan yang memenuhi atau bahkan melebihi harapan pelanggan dapat memberikan kepuasan tersendiri bagi mereka.
Kelima adalah penyelesaian masalah. Kemampuan untuk secara efektif mengatasi masalah atau tantangan yang dihadapi oleh pelanggan. Penyelesaian masalah yang cepat, efisien, dan memuaskan merupakan kunci keunggulan pelayanan konsumen.
Pilar keenam adalah empati. Memahami dan merespons perasaan, kebutuhan, dan kekhawatiran pelanggan dengan kepekaan dan empati dalam setiap permasalahannya dapat memberikan kesan personal yang membuat konsumen loyal dan percaya terhadap perusahaan.



Jayraj Nair, Kepala Pengalaman Konsumen – ASEAN di Zoom, menekankan bahwa mendefinisikan kembali dan mengubah pelayanan konsumen dan pelayanan tim merupakan hal yang penting untuk mengatasi tantangan dari tim yang tidak terintegrasi dengan baik.
Perusahaan yang menyediakan pengalaman secara totalitas dengan menghubungkan karyawan dan konsumen, diproyeksikan akan melampaui pesaingnya dalam tingkat metrik kepuasan yang baik pada tahun 2024.
Untuk memberikan pengalaman konsumen yang positif secara konsisten, penting bagi perusahaan untuk mengkolaborasikan produktivitas karyawan dan strategi pelayanan konsumen. Produktivitas karyawan merujuk pada efektivitas dan efisiensi. Ketika karyawan produktif, mereka dapat memberikan layanan dan dukungan superior kepada konsumen dalam memenuhi kebutuhannya.
Demikian pula strategi pengalaman konsumen yang harus melibatkan perencanaan dan pelaksanaan inisiatif. Hal ini meliputi komunikasi yang dipersonalisasi, prosedur yang disederhanakan, sistem yang user-friendly, dan penyelesaian masalah yang efektif.
“Zoom menawarkan integrasi pengalaman konsumen dan pengalaman karyawan yang komprehensif secara baik,” kata Jayraj. Pengalaman yang terpadu ini memanfaatkan kemampuan end-to-end platform Zoom yang dapat diakses konsumen kapanpun dan di mana pun hanya dengan melalui cloud.
Jayraj menambahkan, bahwa dengan demikian, perusahaan dapat fokus pada karyawan dan konsumen mereka. “Oleh karena itu, kini diperkenalkan Zoom Contact Centre yang dapat mendorong loyalitas dan retensi melalui interaksi konsumen yang cepat dan personal,” Jayraj menyimpulkan.
Sesi User-Insight
Perkembangan teknologi dan digitalisasi telah mengubah cara manusia berinteraksi, berkomunikasi, dan mengakses informasi di masyarakat. Dalam beberapa tahun terakhir, terjadi peningkatan pesat dalam penggunaan teknologi, termasuk internet, smartphone, dan platform media sosial.
Dengan adanya transformasi ini, banyak sektor publik mulai mengadopsi inovasi teknologi untuk meningkatkan efisiensi, transparansi, dan partisipasi publik. Contohnya, pelayanan transportasi publik yang dilakukan Blue BirdBlue Bird yang kini sudah mencakup berbagai kanal.
Blue Bird adalah salah satu perusahaan transportasi terkemuka di Indonesia. Perusahaan ini dikenal sebagai penyedia layanan taksi dan transportasi umum yang beroperasi di berbagai kota besar di Indonesia, termasuk Jakarta, Surabaya, Bandung, dan Bali.
Blue Bird didirikan pada tahun 1972 dan telah menjadi salah satu ikon transportasi publik di Indonesia. Mereka menyediakan layanan taksi dengan armada yang terkenal dengan warna biru khasnya. Blue Bird juga telah mengembangkan variasi layanan yang meliputi taksi eksekutif (Silver Bird), taksi limosin (Golden Bird), taksi online (GoBluebird), dan layanan transportasi dengan aplikasi (Blue Bird Mobility Service). Selain itu, Blue Bird juga memiliki layanan taksi internasional dan telah menjalin kerjasama dengan perusahaan taksi di beberapa negara, termasuk Singapura, Malaysia, dan Filipina.
Pada kasus Blue Bird, untuk reservasi misalnya, kebanyakan konsumen layanan taxi tersebut lebih mengandalkan WhatsApp, mobile phone, Instagram, dan Twitter. Ini mengartikan bahwa konsumen mereka lebih memilih kanal online untuk menjangkau Blue Bird. Dengan adanya kemudahan multikanal yang dilakukan Blue Bird, hal ini memungkinkan masyarakat untuk mengakses layanan dengan lebih mudah dan cepat, serta mengurangi birokrasi yang berbelit.



Dalam pengimplementasian seperti pemesanan taxi tersebut, Blue Bird mengandalkan 3 pihak, di antaranya konsumen, customer service representative, dan pengemudi.
Namun, perubahan ini juga menimbulkan tantangan dan risiko baru. Salah satunya adalah isu privasi dan keamanan data. Dalam era digital, banyak informasi pribadi yang dikumpulkan dan digunakan oleh perusahaan dan pemerintah untuk berbagai tujuan. Oleh karena itu, diperlukan perhatian yang serius dalam melindungi privasi individu dan mengelola data dengan aman.
Oleh karena itu, untuk membuka multikanal yang lebih inklusif dan meningkatkan pelayanan konsumen yang lebih maksimal, Andoko akan memfokuskan Blue Bird untuk mengambil 6 langkah ke depannya.
Langkah pertama yaitu riwayat interaksi konsumen yang terintegrasi. Dalam konteks ini mengacu pada pengumpulan dan penyimpanan informasi mengenai semua interaksi dan transaksi yang terjadi antara perusahaan dan pelanggan. Ini mencakup catatan mengenai kontak telepon, pesan teks, email, percakapan media sosial, interaksi langsung, pembelian, keluhan, dan layanan pelanggan lainnya.
Dengan memiliki riwayat interaksi pelanggan terintegrasi, perusahaan dapat memantau dan melacak sejarah komunikasi dan hubungan dengan pelanggan secara komprehensif. Hal ini memungkinkan perusahaan untuk memberikan layanan yang lebih personal, responsif, dan efektif kepada pelanggan mereka. Selain itu, riwayat interaksi pelanggan yang terintegrasi juga dapat memberikan wawasan berharga dalam memahami kebutuhan, preferensi, dan perilaku pelanggan untuk meningkatkan strategi pemasaran dan kepuasan pelanggan secara keseluruhan.
Kedua, Blue Bird berfokus pada sistem biaya yang efektif. Hal ini mengacu pada sistem yang dirancang untuk memastikan ketersediaan produk atau layanan dengan cara yang paling efisien dan hemat biaya. Sistem ini biasanya melibatkan pengaturan yang tepat dalam mengelola ketersediaan, logistik, distribusi, dan manajemen produksi.
Ketiga, mobilitas representasi konsumen (customer representative). Hal ini melibatkan konsep memiliki representasi konsumen yang lincah dan dapat berinteraksi dengan konsumen untuk menangani kebutuhan mereka melalui berbagai saluran.
Di era digital saat ini, mobilitas representasi konsumen menjadi semakin penting karena konsumen mengharapkan interaksi yang nyaman melalui berbagai saluran komunikasi. Representasi konsumen dapat berpindah antarsaluran seperti telepon, email, media sosial, atau bahkan bertatap muka secara langsung untuk memberikan bantuan dan solusi kepada konsumen secara interakitif. Dengan memiliki mobilitas, representasi konsumen dapat merespons cepat terhadap permintaan konsumen, sehingga dapat memberikan pengalaman layanan yang lebih efisien dan memuaskan.
Keempat, komunikasi yang dapat diandalkan. Komunikasi yang dapat diandalkan memastikan bahwa pesan yang disampaikan atau diterima oleh konsumen memiliki kejelasan melalui integritas yang tinggi.
Komunikasi yang dapat diandalkan melibatkan penggunaan profesionalitas dalam berkomunikasi, seperti telepon, surat, email, atau obrolan langsung. Selain itu, penting untuk menghindari kesalahpahaman dalam berkomunikasi serta menjaga kerahasiaan dan keamanan informasi.
Kelima, privasi data. Hal ini menjadi semakin penting dengan berkembangnya teknologi dan pengumpulan data yang semakin luas. Privasi data melibatkan kebijakan, praktik, dan langkah-langkah yang dirancang untuk melindungi informasi pribadi individu dari pihak yang tidak bertanggung jawab.
Keenam, pengalaman pelanggan berbasis AI. Melalui penggunaan AI, perusahaan dapat mengumpulkan, menganalisis, dan memanfaatkan data pelanggan dengan lebih efisien. AI dapat digunakan untuk mengenali pola perilaku pelanggan, menganalisis preferensi mereka, dan memberikan rekomendasi yang disesuaikan. Selain itu, AI juga dapat digunakan untuk meningkatkan interaksi dengan pelanggan melalui chatbot atau virtual assistant yang dapat merespons pertanyaan, memberikan informasi, atau menyelesaikan masalah pelanggan secara otomatis.
Lebih jauh, dalam peningkatan pelayanan konsumen, Blue Bird juga akan lebih berorientasi menjadi consumer-centrist, di mana pelayananan konsumen dibuat sedemikian rupa untuk lebih relevan dengan kebutuhan konsumen.
Andoko menambahkan, dalam menghadapi transformasi publik yang begitu drastis ini, kolaborasi antara sektor publik, swasta, dan masyarakat menjadi sangat penting. Hanya melalui kerja sama yang baik dan pemahaman yang mendalam tentang dampak teknologi, perusahaan dapat memastikan bahwa transformasi publik memberikan manfaat yang positif bagi semua pihak. Andoko yakin bahwa dengan memanfaatkan teknologi, kota dapat menjadi lebih efisien, berkelanjutan, dan nyaman bagi warganya.
Salam Penutup
Jayraj menyatakan bahwa mengidentifikasi tantangan adalah hal penting bagi industri agar tetap kompetitif dan berkembang di lanskap bisnis yang terus berubah dengan cepat. Tantangan-tantangan ini dapat bervariasi tergantung pada industri masing-masing, seperti disrupsi teknologi, perubahan ekspektasi konsumen, kompetisi bisnis, perubahan regulasi, dan ketidakpastian ekonomi.
Setelah mengidentifikasi tantangan-tantangan tersebut, perusahaan dapat merancang strategi yang tepat untuk menghadapinya secara langsung. Strategi-strategi ini dapat melibatkan kombinasi inovasi, kegesitan, kolaborasi, dan pendekatan yang berorientasi pada konsumen.
Ia mengakui bahwa semua peserta yang hadir dalam acara ini telah memberikan wawasan berharga tentang tantangan signifikan yang dihadapi oleh berbagai industri. Melalui elaborasi ini, hal ini dapat memberikan pemahaman terhadap industri terkait dalam mengatasi tantangan tersebut.
“Memahami tantangan terbesar yang dihadapi oleh industri dan mengembangkan strategi yang tepat untuk menghadapinya adalah hal penting bagi perusahaan untuk keberhasilan jangka panjang,” jelasnya.
Jayraj menambahkan bahwa dengan merangkul inovasi, kegesitan, kolaborasi, dan pendekatan yang berorientasi pada konsumen, industri dapat menghadapi tantangan, mengambil peluang, dan mengembangkan di tengah perubahan yang cepat.
Dalam sesi yang sama, Mohit juga menambahkan bahwa melakukan kolaborasi penting untuk dilakukan untuk mengatasi tantangan industri. Dengan membangun kemitraan dan kerjasama dengan organisasi dan perusahaan lain, industri dapat mengolaborasikan dan memaksimalkan sumber daya, keahlian, dan pengetahuan untuk mengatasi tantangan dengan lebih efektif secara bersama-sama.
Ia menjelaskan bahwa pendekatan yang berorientasi pada konsumen sangat penting dalam menghadapi tantangan industri dengan sukses. Dengan memahami dan memenuhi kebutuhan dan harapan konsumen yang terus berkembang, industri dapat menciptakan produk, layanan, dan pengalaman mereka untuk memenuhi kebutuhan pelanggan.
“Perusahaan dapat menganalisis hasil data pelanggan, sehingga dapat menciptakan penawaran produk yang personal guna meningkatkan kepuasan dan loyalitas pelanggan,” simpul Mohit.
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For India’s newly inaugurated Parliament building, a revamped version of the Digital Sansad app has been launched to provide a platform to stream parliamentary proceedings. The app is revolutionising communication and collaboration among stakeholders in the sector. It will promote transparency in governance and foster citizen engagement by providing easy access to information and facilitating active participation in the democratic process.
The app aims to cater to the diverse needs of Members of Parliament (MPs), government users, citizens, and secretariat personnel. It offers a range of services tailored to each user group, leveraging state-of-the-art technology to provide an enhanced experience, according to the government.
The revamped Digital Sansad is equipped with a diverse range of advanced features. It serves as a centralised hub for accessing various parliamentary resources. It uses AI to transcribe House proceedings in real-time. The technology enables automatic speech recognition, accurately capturing and transcribing word-by-word spoken in Parliament, ensuring a comprehensive and precise record of the proceedings.
By leveraging AI-enabled transcription techniques, the Digital Sansad app guarantees the availability of precise and dependable records without the need for human intervention in the note-taking process. The approach significantly reduces the risk of errors or omissions, ensuring the accuracy of the transcribed content. Furthermore, it streamlines the documentation process and allows for the easy retrieval of information, benefiting not only MPs and researchers but also the broader public on a large scale.
The Digital Sansad app offers several resources and functionalities to boost parliamentary operations. Users can access information on House business, member participation, debates, Q&As, media galleries, and digital libraries. This comprehensive access enables MPs and citizens to stay informed and engaged in the legislative process. Furthermore, the app acts as a bridge between citizens and their representatives by facilitating open dialogue through the Constituency Connect feature.
By simplifying administrative tasks for MPs, the Digital Sansad app saves valuable time and bridges the gap between their legislative responsibilities and the needs of the public. The direct interaction facilitated by the app ensures transparency, accountability, and responsiveness in the parliamentary processes, thereby fostering a robust democracy. The Digital Sansad 2.0 app is accessible on both Android and iOS platforms.
AI is playing an increasingly significant role in governance in India. The government has recognised the potential of AI to enhance decision-making, streamline administrative processes, and deliver efficient public services. It has also highlighted the importance of protecting data and ensuring the responsible use of AI.
Last month, the Indian Institute of Technology Madras (IIT-Madras) established the Centre for Responsible Artificial Intelligence (CeRAI), a multidisciplinary research centre dedicated to promoting ethical and accountable advancements in AI-powered solutions for practical applications.
As OpenGov Asia reported, CeRAI aims to establish itself as a leading research facility at both the national and international levels, focusing on fundamental and applied research in Responsible AI and its direct influence on implementing AI systems within the Indian ecosystem.
CeRAI’s main focus will be on generating high-quality research outputs, such as publishing research articles in high-impact journals/conferences, white papers, and patents, among others. It will work towards creating technical resources such as curated datasets (universal as well as India-specific), software, and toolkits pertaining to the field of Responsible AI.