Technology

CX MALAYSIA DEBUTS TO REVOLUTIONISE CUSTOMER EXPERIENCE IN MALAYSIA

Published

2 years ago

November 14, 2024

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)

Technology

From China Mobile’s Call Upgrade to the Commercial Launch of “Calling + AI” by Leading Operators: AI Is Reshaping the Value of Native Calling

Published

1 hour ago

July 25, 2026

BEIJING, July 25, 2026 /PRNewswire/ — On June 15, 2026, China Mobile announced a comprehensive upgrade to its traditional calling services, ushering in a next-generation calling experience defined by HD, intelligence, and security. This milestone not only marks a major leap in telecommunication innovation but also reflects a global, inevitable shift: the transformation of basic communication into intelligent, inclusive services.

Breaking Experience Barriers and Redefining the Paradigm of Basic Calling

Overcoming the limitations of traditional, voice-only interactions, China Mobile has leveraged its mature VoLTE/VoNR network foundation to deeply integrate AI models with HD audio and video capabilities. Without requiring users to change their phones or SIM cards, seven core AI functions are now seamlessly embedded into the native dialer interface.

These upgrades include Live Captions bridge communication gaps for the elderly and hearing-impaired; HD video calls and AI noise reduction create a crystal-clear, immersive calling experience; AI anti-fraud intercepts high-risk calls in real time to safeguard users’ assets. Furthermore, the introduction of Data Channel (DC) technology and visual call menus transforms standard calls into agile, interactive service windows, enabling multi-party collaboration and seamless business transactions directly within the call. Through this initiative, China Mobile has successfully evolved traditional calls from a mere voice pipeline into a secure, integrated information hub.

“Calling + AI” Becomes a Strategic Consensus Among Global Leading Operators

From a global perspective, China Mobile’s call upgrade is not an isolated milestone, but a microcosm of the global telecommunications industry’s broader transformation. Throughout 2026, major operators worldwide are accelerating the commercial deployment of “Calling + AI” solutions:

Deutsche Telekom launched Magenta AI, leveraging artificial intelligence to enhance calling across all scenarios;T-Mobile US introduced a network-side, real-time translation service covering over 80 languages, effectively breaking down cross-border communication barriers;Saudi stc rolled out English-Arabic bilingual simultaneous interpretation, which has now entered large-scale commercial trials;South Korea’s LG U+ launched its ixi-O intelligent calling assistant, shifting the user experience from passive responses to proactive smart interactions and earning three prestigious GLOMO industry awards.

The synchronized efforts of these global leaders confirm that basic calling services have officially entered a new era of AI integration. Deeply empowered by artificial intelligence, “Calling + AI” has become the definitive blueprint for the intelligent transformation of the global telecommunications industry. As operators continue to refine these native capabilities, the traditional voice network is poised to reclaim its position as the most secure, ubiquitous, and valuable entry point in the AI era.

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SOURCE China Mobile

Technology

Trip.com Group Sincerely Accepts Administrative Penalty Decision Issued by the State Administration for Market Regulation of the People’s Republic of China

Published

4 hours ago

July 25, 2026

SINGAPORE, July 25, 2026 /PRNewswire/ — Trip.com Group Limited (Nasdaq: TCOM; HKEX: 9961) today announced that it has received the administrative penalty decision issued by the State Administration for Market Regulation of the People’s Republic of China.

Trip.com Group sincerely accepts the decision and will adopt rectification measures in accordance with applicable laws and regulations to implement the decision’s requirements. The Company will strengthen its long-term governance mechanisms and strive to contribute to the sustainable development of the travel industry.

Trip.com Group’s management team will host a conference call at 8:00 AM U.S. Eastern Time on July 27, 2026 (or 8:00 PM Hong Kong Time on July 27, 2026).

The conference call will be available on Webcast live at: http://investors.trip.com.

All participants must pre-register to join this conference call using the participant registration link below:
https://register-conf.media-server.com/register/BIb78e08d8f18340c4882a7e4ab961906b.

Upon registration, each participant will receive details for this conference call, including dial-in numbers and a unique access PIN. To join the conference, please dial the number provided, enter your PIN, and you will join the conference instantly.

For further information, please contact:
Investor Relations
Trip.com Group Limited
Email: iremail@trip.com

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SOURCE Trip.com Group Limited

Technology

NAVER Partners with Brookfield and NVIDIA to Expand Korea’s National AI Factory Infrastructure Buildout

Published

6 hours ago

July 25, 2026

SAN FRANCISCO, July 25, 2026 /PRNewswire/ — NAVER, Brookfield and NVIDIA announced an expansion of Korea’s sovereign AI factory infrastructure. New investments will increase the initial NVIDIA DSX™ AI factory deployment from 55 megawatts to 200 megawatts.

Announced during Korea President Jae Myung Lee’s AI Summit visit to San Francisco, the planned 200-megawatt expansion will be built with the NVIDIA DSX platform at NAVER’s GAK Sejong hyperscale data center in Sejong, South Korea. The expanded infrastructure will provide Korea- and U.S.- based AI innovators with access to production-scale AI compute for building next-generation models, agents and AI-powered services.

Under the terms of the agreements, Brookfield will fund up to $9 billion as the exclusive capital partner, NVIDIA will invest $1 billion and NAVER will fund the remaining amount to finance the $10 billion project.

This builds on NAVER’s June announcement to extend its GAK Sejong data center with NVIDIA DSX, with a long-term path to gigawatt-scale sovereign AI infrastructure serving Korea’s enterprises, industries, government organizations and global AI cloud customers. Combining Brookfield’s capital with NVIDIA’s computing platform, the investment supports NAVER’s AI factory deployment.

“NVIDIA’s strategic investment and our infrastructure supply agreement with Brookfield have propelled NAVER’s vision for the AI Factory business into a robust execution phase,” said Haejin Lee, Founder and Chairman of NAVER. “Leveraging the solid partnerships with our global partners, we will drive technological innovation, foster a sovereign AI ecosystem, and spearhead efforts to strengthen South Korea’s AI competitiveness.”

AI Factory Expansion and Open Model Collaboration to Fuel AI Innovators

NAVER, as an NVIDIA Cloud Partner, provides deep expertise in operating hyperscale infrastructure powered by the full-stack NVIDIA AI platform. The 200-megawatt AI factory, featuring NVIDIA Vera Rubin and Blackwell platforms, will establish a dedicated resource pool for emerging AI companies, providing the compute, software and support needed to develop and deploy competitive AI models and applications at scale.

This expanded infrastructure also builds on NAVER and NVIDIA’s collaboration on open model development for agentic and physical AI. NAVER is advancing its HyperCLOVA X models to be based on NVIDIA Nemotron™ 3 Ultra open models with its proprietary data and training expertise. NAVER is also the first Korean company to join the NVIDIA Nemotron Coalition, contributing to open model development across pretraining, post-training and reinforcement learning.

NAVER plans to launch an AI agent platform in Korea in the second half of the year, powered by NVIDIA Agent Toolkit software including NVIDIA NemoClaw™ blueprints. NAVER is also developing a Seoul World Model using proprietary urban street-view and spatial modeling data, built on NVIDIA Cosmos™ world foundation models.

About NAVER

Founded in 1999, NAVER is Korea’s largest Internet company and one of the world’s top tech companies. Leading cutting-edge technologies, NAVER operates the No.1 search engine in Korea and holds various business portfolios encompassing commerce, fintech, cloud, AI and robotics.

NAVER recorded sales of KRW 12.04 trillion (USD 8.18 billion) in 2025. TEAM NAVER continues to enhance its business portfolio and expand its global presence across Japan, North America, and Europe, while pursuing innovation through continuous research and development in future technologies.

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SOURCE NAVER