By Ravi Saraogi, Co-founder and President of Uniphore, APAC.
The recent Budget 2021 announcement will see a boost in digitalisation and automation adoption for SMEs across the country. With RM1 billion allocated for the digital transformation scheme and RM150 million grants for SMEs, businesses would be able to scale down on costs to scale up on innovation. This will help with recovery and ensure business continuity. It will also improve the adoption of automation technologies to further ramp up the productivity of Malaysian businesses and subsequently, enhancing Malaysia’s economy.
While digitalisation will bring increased opportunities for growth, Malaysian businesses should continue to prioritise customer experience as a crucial component of this recovery journey. An effective customer engagement in this increasingly hyper-connected world will be the key differentiator for customers today. With that, we strongly urge businesses to let customer service remain a core component of their digital transformation strategies, in order to reap the full benefits of digitalisation.
Get to Know Today’s Contact Centres - by Ravi Saraogi.
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