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Zulfadli Bin Yusmar

Preparing for the Journey Ahead: Role of AI in improving Customer Experience as Malaysia’s Travel Industry Rebounds

The travel and hospitality industry were among the hardest hit industries during the pandemic. For Malaysia, a country that boasts a thriving travel and tourism economy, this led to adverse circumstances. In the first nine months of 2020, tourism receipts plunged 80.9% to RM12.6 billion from RM66.1 billion [1] .That said, the opening of the country’s borders on 1st April 2022 signals hope for the tourism industry. While the tourism and hospitality industry are on their road to recovery, both these businesses are grappling with new business realities. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors that will continue to shape customer experience within the leisure, travel and tourism industry in the region. From contactless services such as payments and digital room keys to more outdoor activities, to being assured that trips can be changed or cancelled without losing money, wooing today’s traveler will require a focus on o...
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Brandon Chua

Uniphore Survey Exposes Significant Customer Service Gaps in Contact Centres across Asia-Pacific During Global Pandemic

Benchmark report from Uniphore confirms call centres are a lifeline for consumers seeking support for COVID vaccines, travel, online shopping and more into 2021 Contact centres have yet to catch up with customer expectations almost a year into the global pandemic More than half of Malaysians (59%) trust remote agents with their personal information; Indians and Vietnamese trust remote agents the most. Local consumers (57%) preferred to speak to a live agent when reaching a company’s call centre Uniphore , an early leader in Conversational Service Automation (CSA), announced results from its latest COVID-era survey that highlights significant challenges faced by both consumers and customer service centres. This includes noteworthy consumer frustrations and missed opportunities for brands to deliver a better experience while building trust and loyalty across Asia-Pacific (APAC) and Malaysia. The report also shows consumers have high expectations when it comes to customer experience and t...
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