1. Digital Transformation – Processes,
Operation for Improved Customer
Engagement
Customer Experience – Understanding
the Pain leads to Idea Generation /
Conceptualization
Understanding Modern Customers
Identifying and Implementing Omni
Channels
Product Development - Market
Research/Analysis/Business
Case/Target Market

2. Customer Experience
Eco System
• Localization
• High Demand
• New / Appealing
A. Content
• Platform agnostic
• Multiple
B. Devices
• Quality
• Bandwidth
• Stable
• Flexible
C. Connectivity
• Cycle
• Satisfaction
ECO SYSTEM
Eco System for Business

3. Customers learn about
services from
Corporate websites,
blogs, reviews, white
papers, industry
analyses
Accessed through
tablets, laptops, even
wearable devices from
everywhere
Ability to combine
physical and virtual
experiences
Touch points - online,
mobile, in-person,
social
New approach looks -
non-linear journey that
customers take today.
What’s the most efficient
way to move customers
through the buying
How do they come to us
How do they wish to
interact with us
What kinds of social
interactions drive them
• Fundamentally disrupted the way businesses interact with
customers
• Successful businesses – To know customers even before they
make contact.
• Need to transform - The way to seek and engage with customers
focus on innovating new used cases, business models
Digital
technologies
Digital Technologies

4. Factors to define digital strategy
•How the business should evolve to survive
•Support with an effective IT strategy - how IT can help business to win.
Digital Business
Customer
Understanding
Tailored
Customer
Experience /
Journey
Digital
Fundamentals
(IT, Network,
Business)
Continual
culture of
innovation &
evolution
Business
Model for
Business
Agility
Digital Business Strategy/Ecosystem
1. To design
meaningful and
tailored customer
journeys across all
touch points
2. Deliver the brand
experience and
result the customer
expects
3. All different touch
points need to be
connected for
seamless/
personalized
experience

5. Dynamics/Components for Strategy Planning
Executive Summary This contains the summary of your venture. Include pertinent information
about your business. Make it brief and concise. Stick to the main points.
Vision/Mission
Statement
It provides a neat outline of your business goals
Company Description It explains your establishment, your industries’ background and history.
Products and Services Identify what you are selling. Focus on the satisfaction and benefit that the
customer can get in your products.
Market Analysis Need to determine market, the opportunities, your clients needs and how to
attain them. Conduct analysis / assessment SWOT
Competitors/Economic
Assessment
It takes part in assessing the economic environment and if it is appropriate for
the demographics with which it would be dealing.
Strategy and
Implementation
Include your responsibilities, budget and marketing plan. Set KPIs on all
actionable and achievable items that are accountable and owned
Management Team Put in detail the organization, the team members responsible for achieving the
company goals.
Financial Analysis Determine your capital, expected profit and loss, what could go wrong and
how to resolve them.

6. What
are the
benefits:
Gives a competitive advantage over the competitors
Realization on opportunities loss and ability to increase sales revenues
Improves, identify and improve delivery service to customers
Increase quality of service to customers with a positive impact on the revenue
Informative reports that are able to improve customer service’s operation
efficiency in calls handling
A business intelligence platform for every functional division in your organization
Simplifying Customer Engagement
Unify all data across channels and systems
Streamline & consolidate all your data into one platform
Comprehensive reporting & tracking tool
What today’s companies need to increase customer engagement and revenue

7. • Combines the power of social, mobile, and cloud technologies to solve
engagement challenges with non-linear and multidimensional
engagement experience
Digital Engagement Practice
• Constructing
automation decision
trees after data
sorting
• Creating customer
touchpoints,
whether website
portals, third-party
sites, social media or
mobile applications
• To distinguish groups
and behaviours/
segmentation
• How are products
bought
(online/physical) or
where they dropped
out
1
Collect
2
Analyze
4
Automate
3
Engage
Implementation Process

8. Omnichannel as a multichannel approach - seamless shopping experience as customer can
shop online from a desktop or mobile device, by telephone or in a bricks and mortar store
Leads to increased profitability, enhanced service delivery and competitive advantage
Business Intelligence Solution Platform – Customer Engagement
Focused on
Customer
Engagement
Analyse data
from
communication
channels &
systems within
organisations
To improve
their strategic
planning,
decision
making & work
performance
Real time
reporting tool
Cross-channel
customer
experience &
engagement

9. Increase the profitability & customer satisfaction by providing seamless customer experience
Customer Experience - Provision
Providing Seamless customer experience
• Analyse all the incoming channels and measure
the response of marketing campaigns
• Consolidating all online communication channels
into an end-to-end customer engagement
platform
• Manage staffing resources based on caller
demands
• Provide holistic and better customer experience
• Insights for business planning & expansion
• Improve customer acquisition & retention

10. Omni Channel
Omni Channels
Physical
locations
FAQ
webpages
Social media
Live web
chats
Mobile
applications
Telephone
communication
Strategy of an Omni-
Channel
•To provide a seamless service and shopping experience across multiple
channels
•Across online, mobile application, social media, retail store , speaking to a
contact centre agent
•Helps customers to increase customer engagement by using multiple channel
•A cross-channel business model to increase customer experience
•Companies that use Omnichannel contend that a customer values the ability to
be in constant contact with a company - through multiple avenues at the same
time

11. Customers experience a
single type of touch-point
Operator has a
single type of
touch-point
Multiple touch-points
acting independently
Operator’s channels
functions and
operations exists in
multiple silos
Multiple touch-points as
part of same brand
Operator has a
single view of the
Customer but
operates in
functional silos
Customers experience a
Brand NOT a channel
within a brand
Operator leverage
their single view of
the customer in
coordinated and
strategic
Single-Channel Multi-Channel Cross-Channel Omni-Channel
The Evolution Towards Omni-Channel

12. Challenges of Omni-Channels
Service providers offer multichannel experience which is quite disconnected due to high number of digital
channels and siloed IT architectures
To deliver a seamless omni-channel experience three main principles:
Commit to a single source of truth
•To deliver a consistent &
personalized experience imperative
of any channels which leverages the
same back-end system as the
system of record for that specific
data and business rule.
Decouple front-end to back-end
systems
•Service providers need to define an
architecture where the capability
can be built once and deployed
across multiple channels and only
the experience is managed within
the channel. To decouple business
logic of the experience from the
back-end IT systems to allow front-
end applications to connect to the
back-end systems & deliver the
right user interface, content and
experience to the consumer
Improve with constant innovation
•To create a business &
organizational model which
seamlessly embraces emerging
opportunities in order to engage
better with their customers. The
technology should ensure agility,
flexibility and scalability, which can
be tailored to new customer
journeys

13. Operators’ information
•Demographic and Personal
•Financial Patterns
•Products and Services
•Usage Patterns
•Eligibility & Compatibility
•Network & Location
Online behaviour
• Social
• Online Information
To understand
customers deep
understanding &
behaviour
Enable operators to
devise a much better
view of what kind of
services the
customers might be
interested and
provide better value
Leveraging on data-
driven insight to
provide customized &
personalized plans &
then deliver it in an
omni-channel way
across all touch
points
Leveraging on Big Data to Drive Customer Experience
Personalized Service

14. Product Development Process
1. Concept
•Idea Generation/ Concept
Development
•Requests
•Customer Pain
•Market Studies
•Legislation/ Compliancy
•Competitors
2. Research
•Market/ Competitors / Best
Practice Research
•Segments and Size
•Growth Potential
•Customer needs
•Legal issues
•Competition
3. Analysis
•Business/ Financial Analysis
•Cost/Benefit
•Resources required
•Capital Expenses
•Profit /Margin
•Anticipated Sales
•Business Case
4. Development
•Product Development –
Schedule
•Technical Specs
•Prototyping
•Trial Production
•Testing & QA
•Test market selling
5. Launch
•Product Launch Plan / Budget
/ ROI
•Market Plan
•Sales Training
•Distribution plan
•Collateral design
•Set launch date

15. The need for transformation from conventional to
digital/automation
Consumers are more advanced in technology and
in their needs
This is fundamentally transforming the business
landscape
With the Exponential Growth of Connected Devices
Changing how products are bought, secured and
managed
Big Data is paramount to knowing and responding
to customers’ wants and needs
Market Trend / Customer Pain
To acquire bigger market share, 2 main focused areas
• Customer Experience – Using data and
analytics
• Personalization – New Products and Services

16. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chinese Indian Malay Others
50%
80% 80%
52%
50%
20% 20%
48%
Non-Subs
Subs
IOTG, creates
more value for
money New vernacular
contents and for
Sabah & Sarawak;
matching
demographics, <40
years
VOD and other
contents with local,
Sabah/Sarawak
subtitles
Short video
clips blast to
devices via
Maxis targeted
customers
Enable more
appealing games
& legal gambling
To comb Chinese
areas, Petaling
Street, Bukit
Bintang, etc… with
Direct Sales Team
To prioritize
Telesales –
main target
Chinese &
Others
Target foreign
workers by working
with Money Transfer
companies
Earn money
through
customer, to be
implemented
with MLM
*Figures are based on survey conducted
Malays and
Indians
market are
moving by
itself
Chinese and
Others
penetration
rate slow
Channels are
not
prioritized
Need to create a
PULLING FACTOR
Contents
not
appealing
enough
Price too high, no
value for money
Unaware
of IOTG
Penetration by RaceCustomers Profile (Example)

17. Creation means to make something valuable and
share it with others
To trigger Gen C involvement by involving
them in product design or connecting
them with causes that matters
Naturally born custodians & thirst for connection &
‘shareworthy’ content
used to provoke a reaction and reinforce
emotional connections within their
community
Characteristic
Creation
Custodians
Connection
Community
Generation C
•35 years below,
internet is the way to
live their life
•Watches videos,
YouTube, social
network, community
blogs for
entertainment,
education
Main Consumer Target Market – Generation C

18. Enterprise Targeted Verticals
Enterprise verticals
Healthcare
Government
Financial
services
Retail
Telecoms
Education
Oil & GasLogistics
Insurance
Pharmacy
E&M
Commerce
Government
Agencies
Property
Developers &
Management

19. SWOT Analysis
customer – new/existing
customers (big oppor.)
More VAS–due to high
broadband capacity
Big Data collection &
analysis – Proactive ideas
Weak competitors lack of
localized contents
/business direction
New opportunity: mobile
craze markets, bundling
Mktg via mobile app–
push promotions /
benefits
Social media/blog for
viewers & potentials to
view & comment / share
Limited Icoverage area-
KL & Selangor
SWOT Analysis (Example)

20. Comp. Channels Medium Movie Package Broadband Installation, RM Coverage
Cust1 184 IP
RM42.35, RM146.28,
RM188.68, RM188.68,
RM241.68/mth
10Mbps-RM156.88, 20Mbps-
RM209.88, 30Mbps-RM262.88
FOC-standard
Time, TM, Maxis presence, KL,
Selangor
Cust2 53 IP RM30, RM50, RM63.60/mth
5Mbps-RM149, 10Mbps-RM199,
20Mbps-RM249/mth
RM200.00 Unifi coverage areas
Cust3 184 IP 390/1mth >2Mbps No NA
Cust4 37 IP RM700/1 time >3Mbps No NA
Cust5 20 Internet RM10/mth NA No NA
Cust6 Internet RM429/1 time >3Mbps No NA
Comp. VOD Telephone HD OTG PVR Mobile Apps
Cust1 Yes Yes 50 Yes Yes Yes
Cust2 Yes Yes 6 No No Yes
Cust3 Yes No Yes No No No
Cust4 Yes No No No No No
Cust5 Yes No No Yes No No
Cust6 Yes No Yes No No No
Competitors Analysis
Competitors Analysis (Example)

21. Factors to close deal
Whom are you selling to?
• With C-level execs -
communicate how the
solution can contribute to the
overall business, including
projected ROI.
What are companies’ buying
habits?
• Presentation must be skewed
to customers’ expectation and
meet their expectation
How are you training
customers?
• Create a video tutorial library.
Video tutorials are easy to do
and very effective for training.
What level of customer support
do you offer?
• The value you deliver is in the
overall solutions package that
you can offer to enterprise
customers
To genuinely innovate versus
the status quo
• Customers are expecting more
than what is offered to them
SuccessStories
BestPractices
Testimonials
ReferenceCalls
Whitepaper
CaseStudies
Website
Sales Kit
Support

22. CORPORATENON-TRADITIONALONLINERESELLERS DIRECT SALESDISTRIBUTORS
Petrol Stations,
F&B Outlets,
Electrical, audio,
video outlets,
Amway, COSWAY,
Mallelucha,
Indian & Muslim
Restaurants,
www.zalora.com.
my
www.lazada.com.
my
www.rakuten.com.
my
Icentre, Frontline,
Maxcomm,
Voicelink,
Maxspeed , G&T
Computer, GHL,
Sony (possible
bundling)
Icentre, Frontline,
Maxcomm,
Voicelink,
Maxspeed , G&T
Computer, GHL,
Sony (possible
bundling)
Air-Asia, Tesco,
AEON, Budget
Hotels
Acquisitions, Database, Presence, Awareness
Mobility, CPU
Solu, Dancom,
Ingram-Micro,
Coding System,
Incentive
Program
Sales Channels / Strategy – Multiple Channel, platform agnosticSales Channels / Strategy – Multiple Channel, platform agnostic

23. Direct Sales - Strategy
Direct Sales - Strategy
Combing – high density
areas
Hypermarkets / Shopping
Complexes
Office/commercial
buildings, Industrial
/SMEs areas
Flagship stores with a
customer excellence /
experience center
Indian / Indian Muslims
Restaurant
Organizing marketing
campaigns at MDU/SDU
– weekends
RA/JMB as passive
reseller - weekdays

24. Direct Sales Team – Selling Techniques & Motivational Factors
Stress on the
competitive
advantageous - offering
greater value justifies
the prices
Product knowledge - to
ensure the entry level
sales people to be
trained and moulded
Good commission &
incentives with a base
salary and performance
based bonus. Publish
growth numbers and
plans to all sales staff
Marketing programs,
regular sales campaigns
& media promotional
campaigns
Direct Sales Team – Selling Techniques & Motivational Factors

25. Incentive
programs for
resellers and
distributors,
Bundle PayTV
& NJOI for
distributors as
its selling
more, To
reward and
Dealers
Convention
Use telcos to
send promo
video clips to
their customers
on customer,
AOTG, IOTG
and other VAS
Tesco, Courts,
7-11, AEON, Air
Asia, F&Bs – biz
partners,
awareness,
loyalty program
& passive
resellers
Bundling
Program with
Electrical
Outlets, WiFi
the area &
promote
customer,
AOTG, IOTG &
other VAS
Upselling
customer to
existing
customers of
To fully utilize
telesales
Outdoor
Campaigns /
Gala at
SDUs/MDUs &
call up all
business
partners to
participate
Campaigns – To create pulling factor
Covers mostly all Enterprises and Consumers
Go To Market Campaigns – Across Sales Channels