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CX MALAYSIA DEBUTS TO REVOLUTIONISE CUSTOMER EXPERIENCE IN MALAYSIA

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KUALA LUMPUR, Malaysia, Nov. 14, 2024 /PRNewswire/ — The Contact Centre Association of Malaysia (CCAM) today proudly launched CX Malaysia, a chapter dedicated at elevating customer experience (CX) standards in Malaysia which would provide a critical platform for CX industry players to collaborate, share insights, and drive forward the standards of customer experience and engagement across the country.

The CX Malaysia was launched by Datuk Ts. Fadzli Abdul Wahit, Senior Vice President / Head of Division, Digital Transformation of Malaysia Digital Economy Corporation (MDEC), during the official opening of CX Summit organised by CCAM where more than 500 participants from the industry gathered to exchange knowledge and strategies on enhancing customer experience.

Vigneswaran Sivalingam, CCAM President said the CX Malaysia chapter would support businesses across industries in recognising and implementing best practices to ensure exceptional customer experiences.

He said, “To establish a clear benchmark for the industry, CX Malaysia would soon publish the “The State of CX in Malaysia” Report – a comprehensive, data-driven assessment of the current situation of CX in Malaysia. This report would establish a baseline for CX standards and enable organisations to measure and improve their CX efforts systematically.”

The Report was prepared in collaboration with Twimbit, a renowed research and advisory firm and supported by MDEC, and it would introduce an innovative rating system to evaluate companies based on their CX performance.

Businesses are assessed and awarded CX Stars according to their proficiency in four essential areas:

1. Digital Experience

Companies would be evaluated on their ability to provide personalised, innovative, and secure digital experiences. Specific metrics include, personalization and innovation; mobile app experience and engagement; self-service capabilities, as well as security and privacy.

2. Service Experience

This area focuses on customer support quality, availability, and ease of access, emphasizing omnichannel and self-service options; support availability and ease of access; contact centre innovation, as well as resolution and satisfaction rates.

3. Brand Experience

A company’s commitment to CX as part of its brand promise would be evaluated on CX integration with brand promise; seamless digital and support strategy; consistency in messaging and experience, as well as innovation strategy and social media engagement.

4. Employee Experience

Understanding that employee engagement is key to delivering outstanding CX, evaluations would include learning and development programmes on CX; tools and processes that empower employees, as well as CX-driven innovation and company culture.

Through this structured approach, CX Malaysia would empower businesses with actionable insights and foster an environment where companies are recognized and rewarded for their commitment to excellent customer experiences.

Vigneswaran added, “The launch of CX Malaysia signifies a pivotal step in creating a cohesive CX ecosystem in Malaysia. By setting a standard for evaluation and providing a platform for industry collaboration, CCAM aims to catalyse continuous improvement in CX strategies across sectors.

“We have set forth a clear three-year roadmap for this initiative, with the vision of making CX Stars synonymous with CX excellence. We invite all players in the CX industry to join, engage, and collaborate with us in this programme and together, we would elevate customer satisfaction and position Malaysia as a competitive leader in customer experience excellence,” he concluded.

The two-day CX Summit brought together a lineup of esteemed international and local speakers, renowned for their expertise in customer experience. Among them were Ron Kaufman, the world’s leading customer service keynote speaker, New York Times bestselling author, and founder of UP! Your Service; Shep Hyken, NYT best-selling author and Chief Amazement Officer at Shepard Presentations LLC; Scott Friedman, Chief Celebration Officer at Friedman & Associates; Manoj Menon, founder and CEO of Twimbit; and Simon Kriss, Chief Innovation Officer at the CX Innovation Institute.

The Summit also featured prominent local experts in the field of customer satisfaction and experience from various companies including DHL, Pos Malaysia, RHB Bank, CIMB Group, Lazada Group, Malaysia Aviation Group, Maxis Berhad, Telekom Malaysia, amongst others. These thought leaders shared invaluable insights, strategies, and innovations, setting a high benchmark for the future of customer experience in Malaysia and beyond.

About Contact Centre Association Malaysia (CCAM) 

Contact Centre Association Malaysia (CCAM) is the premier industry association representing contact centre professionals and organisations in Malaysia. CCAM is dedicated to promoting excellence, best practices, and innovation in the contact centre industry through knowledge sharing, networking events, and educational programmes. 

About the Malaysia Digital Economy Corporation (MDEC)

Malaysia Digital Economy Corporation (MDEC), a government agency under the purview of the Ministry of Digital, was established in 1996 to lead Malaysia’s digital economy. Beginning with the implementation of the MSC Malaysia initiative, we have since then catalysed digital transformation and growth all over the nation. By offering greater incentives and governance for growth and re-investment, we aspire to bolster Malaysia’s status as the digital hub of ASEAN, opening new doors and driving shared prosperity for all Malaysians.

For more information about CCAM and its initiatives, please visit www.ccam.org.my

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SOURCE Contact Centre Association of Malaysia (ccam)

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Positive Perception of Term “All-Electric Home” Increases 12 Percentage Points in Recent Years, E Source Survey Finds

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Research from the utilities-focused research, consulting, and data science company shows positive shift in homeowner perceptions of electrification technologies, though cost remains a barrier to fuel-switching. 

BOULDER, Colo., Nov. 14, 2024 /PRNewswire/ — E Source, a utilities-focused consulting, research, and data science company, has shared the results of its 2024 Residential Electrification Survey, including a shift in consumer attitudes toward electrification technologies in residential settings. The independent study, first conducted in 2021, fielded in April 2024 with over 10,000 residential homeowner utility customers in the United States and Canada.  

Designed and administered by the E Source Market Research team, the survey offers findings around: 

Consumer perceptions of electrification technologies: Over three-quarters of respondents believe that electricity is a safer home and appliance fuel source than natural gas, an increase from 2021. Despite shifting perceptions, cost remains a barrier to fuel-switching.Current ownership of electrification equipment: More respondents say they own electric equipment in 2024 compared to 2021, with electric cooktops and smart thermostats reported as the most common electric appliances.Readiness for adoption: While many respondents said they were unlikely to switch fuel sources for most home equipment, 27% expressed interest in taking steps to electrify all their appliances.

In other notable findings, positive perception of the term “all-electric home” increased from 40% in 2021 to 51% in 2024. Additionally, over one-third of respondents would prefer homes with only electric appliances when choosing their next residence, with 63% stating that gas appliances contribute to indoor air pollution, an increase from 51% in 2021.  

However, despite the growing interest in electrification, cost remains the largest barrier to fuel-switching, with 76% of respondents believing that switching fuel sources of any kind in their home appliances would be costly. 

Utilities today are navigating fast-paced technological advancements, transitioning to cleaner energy sources, managing tighter budgets, and looking to meet heightened customer expectations. A systematic and targeted approach to electrification is central to successfully addressing these challenges.

“Electrification holds tremendous potential along with risks. Utilities can realize that potential and mitigate the risks by understanding how to best engage their customers in the energy transition. With in-depth market research like our Residential Electrification Survey, utilities can understand perceptions of electrification to promote the value of new technologies based on customer needs, beliefs, and behaviors,” said Filomena Gogel, President of research and advisory at E Source.  

An overview of the insights is publicly available in a downloadable eBook here. Detailed findings are available in an industry report for members of the Distributed Energy Resource (DER) Strategy Service offered by E Source. 

About E Source 
E Source combines industry-leading research, data science, and consulting to help utilities make and implement better data-driven decisions that positively impact their customers, their bottom line, and our planet. Headquartered in Boulder, Colorado, E Source has teams across the US and Canada. Learn more at www.esource.com.

Media Contact:  
Adarsh Nalam, Director, Solutions Marketing and Communications  
adarsh_nalam@esource.com

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SOURCE E Source Companies LLC

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Ironclad Launches Jurist: an AI-Powered Assistant That Shows its Work

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The conversational AI assistant utilizes purpose-built multi-agent technology that works together to automate legal work, giving legal professionals a singular place to work with all the right tools and information in one seamless experience

SAN FRANCISCO, Nov. 14, 2024 /PRNewswire/ — Ironclad, the leading digital contracting platform for modern businesses, today announced the public launch of a new conversational AI legal assistant, Ironclad Jurist. Jurist allows legal professionals to draft, edit, review, summarize, translate, and answer questions related to modern contracting. Jurist is the only AI-powered assistant purpose-built for lawyers that lets users create and iterate on any legal document with past company precedent, benchmarks, and real-time changes in the legal space—all in an online, fully editable .docx workspace.

Jurist, built on Ironclad’s open-source visual programming platform Rivet, offers users unprecedented transparency into AI decision-making within a contract by displaying agent actions and reasoning, complete with citations in its online research mode. Leveraging industry-leading prompt routing, specialized legal prompt engineering, and a sophisticated retrieval automation generation (RAG) approach that harnesses multiple top-tier LLMs, Jurist is transforming the landscape of AI-assisted legal work.

“Jurist has already eliminated hours of manual review from our document review process. Its intuitive interface lets us easily define our own parameters, transforming tasks like NDA reviews into a streamlined workflow,” said Katelyn Canning, Director and Head of Legal at Ocrolus. “What truly sets it apart is its ability to select the most appropriate AI model for each task behind the scenes, delivering useful results without requiring us to craft intricate prompts. This combination of power and simplicity has made it an indispensable tool for our legal team.”

After a rigorous five-month beta, which included in-house legal teams at companies like Ocrolus and Signifyd, and leading law firms including Gunderson Dettmer, Jurist is now generally available. With Ironclad Jurist, users can:

Perform legal work in one central place: Jurist provides a new surface for lawyers to work with, iterate, draft, edit, research, and ask questions, all within a single environment. Users can directly edit AI outputs—and write prompts for specific sections of documents to fine-tune contract language—in a native .docx editor.Personalize AI outputs with past documents: Jurist produces personalized drafts, reviews, and edits based on the context users provide, including templates and executed agreements.Access the latest legal knowledge from verified online sources: Users can stay current with the ever-evolving legal landscape from the most reputable online legal research sources.Verify actions taken by your team of agents: Jurist explains its decisions in real time and cites sources when answering prompts, empowering users to use what they create with confidence.Work in a responsible, privacy-forward environment: Jurist does not allow companies like OpenAI or Google to retain or train on customer data. Ironclad provides customers with complete enterprise-grade security and holds numerous certifications, including several ISOs. Ironclad is also compliant with GDPR, HIPAA, and the SOC 2 Type II Security Trust Criteria. To learn more about Ironclad’s security certifications, click here.

“Legal is the perfect application for LLMs, because LLMs are exceptionally good at working with unstructured data – which is the lion’s share of the types of documents lawyers work with,” said Ironclad Chief Product Officer Michel Feaster. “We built Jurist to help bridge this gap, and wanted to create something that was congruent with the ways that lawyers are already working. Lawyers need to be able to edit in real-time in one place, or be able to ask questions about specific parts of a contract, or compare and edit groups of documents at the same time. And because Ironclad has been building technology for lawyers and optimizing contracts for 10 years, our AI agents are fine tuned to be best in class at legal editing.”

“Using Jurist has helped give us a singular workplace to drastically speed up many kinds of legal work,” said Zuhair Saadat, Contracts Manager at Signifyd. “For example, performing an MNDA review or drafting custom clauses for an order form typically takes an hour to a day. Using Jurist, we could do this in minutes—in some cases seconds—depending on complexity. If I need to edit the output, translate it, or ask a question about it, I can do that right in the product without leaving. It reduces time spent on these kinds of tasks, saves money on attorney fees, and gives me a leg up. Whatever I’m doing, I never have to start from scratch.”

“We’ve released Jurist as a standalone product, built on Ironclad architecture, because we feel this will benefit the entire legal community—whether they already use Ironclad or not,” said Ironclad President Jeremy Smith. “We are committed to enabling legal teams with the products they need to drive tangible business impact, and we believe Jurist will make a lasting impact on the future of the legal field.”

To learn more about Jurist and try it for yourself, click here.

About Ironclad
Ironclad is the #1 contract lifecycle management platform for innovative companies, powering billions of contracts every year. L’Oréal, OpenAI, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into critical carriers of operational business intelligence. It’s the only platform flexible enough to handle every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA. The company is backed by leading investors like Accel, Sequoia, Franklin Templeton, Y Combinator, and BOND. For more information, visit www.ironcladapp.com or follow us on LinkedIn and X.

Media Contact:
Paul Chalker
paul.chalker@ironcladhq.com

View original content to download multimedia:https://www.prnewswire.com/news-releases/ironclad-launches-jurist-an-ai-powered-assistant-that-shows-its-work-302305858.html

SOURCE Ironclad Inc.

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Tom Atchison Honored as a Most Admired CEO by Denver Business Journal

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GREENWOOD VILLAGE, Colo., Nov. 14, 2024 /PRNewswire/ — National Corporate Housing is thrilled to announce that Tom Atchison, our esteemed Founder and Chief Executive Officer, has been honored with the Most Admired CEO Award by the Denver Business Journal. This prestigious award recognizes leaders in the Denver area who demonstrate exceptional leadership, vision, and community impact within their industries and beyond.

Under Tom’s visionary leadership, National Corporate Housing has achieved significant growth and success while maintaining a strong commitment to ethical business practices and a people-first culture. He has fostered an environment that prioritizes employee development, customer satisfaction, and industry-leading service.

“Tom exemplifies the highest standards of leadership, integrity, and Surprisingly Superior Service,” said Misty Gregarek, President of National Corporate Housing. “Part of what makes National so special is Tom’s incredible talent for identifying potential in people and providing them opportunities to excel. This recognition is a testament to his unwavering dedication to our company’s mission and to making a positive impact on our employees, customers, and the community.”

Tom was recognized along with 20 other executives Wednesday night at an award dinner at the Ritz Carlton in Denver. We congratulate Tom on this well-deserved honor and look forward to continued success under his exceptional leadership.

For media inquiries, please contact:
Heidi Hume, Vice President, Marketing
703-727-9124 | hhume@nationalcorporatehousing.com

About National Corporate Housing: At National, we turn complex temporary housing challenges into seamless solutions. As a global leader in customized corporate housing since 1999, we provide personalized, 360-degree services that ensure your employees feel at home, wherever they are in the world. With our extensive network and local expertise, we make the unfamiliar comfortable, delivering exceptional experiences that transform clients into lifelong partners.

View original content to download multimedia:https://www.prnewswire.com/news-releases/tom-atchison-honored-as-a-most-admired-ceo-by-denver-business-journal-302306087.html

SOURCE NATIONAL CORPORATE HOUSING

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