Kuan Moon Yuen

At MWC Shanghai 2024, I had the pleasure of interviewing Anna Yip, Deputy CEO for Singapore Consumer and CEO of Business Development at Singtel, on the company's innovative use of AI and 5G technology. Anna shared how Singtel is leveraging AI to transform customer service, by implementing a system that summarises, synthesises, and highlights key customer issues. This not only empowers their agents to deliver faster, more personalised support but also makes the job more engaging and rewarding for employees. Singtel is also harnessing AI to revolutionise marketing communications, enabling the development and testing of campaigns at a faster pace. As a pioneer in 5G, Singtel was one of the first operators to deploy a standalone 5G network. Anna highlighted how this technology is already being used to transform industries such as auto making, chipmaking, and logistics, with the promise of much more innovation to come. The conversation highlighted Singtel's commitment to leveraging cutting-edge technology to improve customer experience and drive innovation in the telecommunications industry. I was particularly impressed by their focus on using AI not just for efficiency but also to enhance the quality of jobs for their employees. I'd like to thank the GSMA for the invite to MWC Shanghai and congratulate them on hosting another successful show. Events like MWC bring together industry leaders from around the world to share best practices, explore emerging technologies, and chart the course for the future of telecommunications.  These conversations are critical for accelerating innovation and ensuring that the industry continues to meet the evolving needs of its customers. #MWC24 #AI #CustomerService #5G #Innovation #Telecoms

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Why is there such a big gap between the strategic narrative and operating reality in telcos? Sharing my personal experience yesterday with Starhub. Starhub calls itself a quad-play operator but can’t even combine two plays in its customer experience. 📞 Recently, I had a billing issue with both mobile and TV services. The call center’s response? “Dear Sir, I am from the mobile department, I cannot help you with the TV package change.” 📺 Then came the survey asking me to rate my “wonderful” experience with the agent, who urged, “Please give me a good rating 🤔 .An AI tool could’ve flagged this as a detractor-level conversation, but the survey was automated, lacking context. 📡 My roaming didn’t work because there was a lag between 2 systems at the telco, so I switched to another telco’s eSIM, only to find out they weren’t much better. Circles Life made me download an extra app, Jetpac, with a $1 promo that had no clear activation status. I downloaded it twice and lost the promo! 🤷‍♂️ Instead of making customers choose the least bad option, telcos should: 🛠️ Integrate their backend data with CX agents for a seamless customer experience. 🤖 Use gen AI to understand sentiments and improve customer interactions. 💬 Ensure clear communication in offers with instant activations even if its a new service like eSIM else be disrupted by agile players like Airalo Do you agree, Share your thoughts! 💬 #Telco #eSIM #CustomerExperience #AI

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Discussions on #5G private networks have been around for some years - rightfully as they provide enterprises enhanced #security, reliability, and customization options. But what is the role of telcos? In this joint report with Bridge Alliance, we draw on our detailed discussions with more than 10 APAC #telecommunications companies to create a strategy for them to take advantage of this opportunity in 5G PNs. Learn more: Authors: Nikolai Dobberstein, Gareth Pereira, Olivier Letant, Ivon Yeap, Ken Wee, and Achuth Pai

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63% of CEOs in Asia Pacific believe their companies will not be economically viable within 10 years without reinvention, according to a PwC survey. I believe the situation is worse than reported. https://lnkd.in/gAPbk5YA Business leaders are largely unprepared for the transformation. Post-pandemic, we have observed a deterioration of leadership skills in large organisations: Conceptual thinking is weak. Though it is essential to develop new business models. Attention span and empathetic skills have atrophied. Screen time and hybrid work are primary culprits. Written communication and logic are in decline. Gen AI will worsen this. Not mentioned in the report: the worsening of the externalities of business activity – and the reality that these are now fully in the public view: 29m tonnes of plastic is expected to enter the ocean each year by 2040. On average each of us ingest 5g of plastic in our food each week. https://lnkd.in/gBZwAway 67% of consumers in Europe believe ultra-processed foods contribute to obesity, diabetes and other lifestyles related illnesses. https://lnkd.in/g4kemyCZ And there are many more, beyond carbon emissions... Business leaders need to own the problems, own the solutions, and take action to reinvent their businesses. GIFT’s flagship Global Leaders Programme is part of the solution. Our proprietary curriculum and experiential methodology ignite a mindset shift - the essence of business transformation - proven to be sustained over the long term for many of the nearly 3,000 managers who have participated. “Agility to unlearn and relearn… helped us turn knowledge into passion which creates belief and action.” “The most global, co-creative and real-life programme I have ever experienced.” “Illustrated how diverse teams can plan, interact, and push boundaries to develop innovative approaches towards creating a common outcome.”   Join us in September for the next GLP, in Hong Kong and Phnom Penh. https://lnkd.in/dFgHgUix We are offering a first-time trial discount for registrations in June. Write to us for more details.

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How are recent tech investments and innovations shaping the future of APAC? The RCR Wireless News website highlights several key developments in the Asia-Pacific (APAC) region. These include South Korea's $19 billion investment in its semiconductor industry, True Corp's AI ambitions in Thailand, and Malaysia's push for 5G coverage in rural areas. Additionally, NTT and Chunghwa Telecom are collaborating on the Innovative Optical and Wireless Network (IOWN) initiative, and Hongkong Electric has deployed a 5G robot for infrastructure monitoring. These investments and technological advancements indicate a robust growth trajectory for the APAC region. We can expect accelerated digital transformation, improved connectivity, and enhanced economic opportunities, solidifying APAC's position as a leader in the global tech landscape. #APACTech #5GInnovation #DigitalTransformation #SmartCities #AIIntegration #TechInvestments #FutureConnectivity Link: https://lnkd.in/d6M8WtiZ

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The shared airport theory Back in the 50s, airlines had their own airports like kings ruling over their castles. It was all about prestige—having your own hub was a major brand flex. But then reality hit: maintaining your own airport was a cash drain, and not exactly necessary. So, they shifted to shared airports, and suddenly the competition wasn’t about who had the fanciest runway but who offered loyalty cards or better food. It turned out sharing was smart—economically and operationally. Now, look at the telecom industry. We’ve been toying with the idea of neutral host networks where everyone shares the same infrastructure, and in theory, it sounds peachy. Lower costs, better efficiency—what's not to love? Yet, it's been a tough sell. Why? Because unlike airports, where everyone eventually saw the light, telecoms are stuck in a political conudrum with too many cooks in the kitchen, each trying to stir the pot their way. But.....Malaysia is doing it with their 5G rollout, and it’s working wonders. They’ve made the shared model fly, proving that sometimes, the most sensible solutions are right in front of us, tangled in red tape. Could this be a lesson for the rest of the world, or are we too stubborn to change? https://lnkd.in/gY_5bnkf

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Often it is less the idea and more the execution that delivers success. And that is why success is hard... Try, learn, try again... 90% of the time it is cheaper to try and fail than talk about trying. Understand the difference between irreversible decisions and existential decisions. As the telco industry talks about changing, I am being asked what that really means, what are the core capabilities of (what is described as) a "techco" versus what exists in a "telco"? The challenge when you understand what is needed - very few can be bought off a shelf and they tend to be the commodities. If you can buy them so can your competitors. Maybe this becomes a full-blown article...

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 𝐔𝐧𝐥𝐞𝐚𝐬𝐡𝐢𝐧𝐠 𝐭𝐡𝐞 𝐏𝐨𝐭𝐞𝐧𝐭𝐢𝐚𝐥 𝐨𝐟 5𝐆 𝐢𝐧 𝐭𝐡𝐞 𝐀𝐬𝐢𝐚 𝐏𝐚𝐜𝐢𝐟𝐢𝐜 The GSMA Intelligence 5G Connectivity Index report highlights the transformative impact of 5G across #APAC. With over 1.5 billion 5G connections worldwide by the end of 2023, the technology is the fastest-growing mobile broadband innovation to date. 𝘏𝘦𝘳𝘦 𝘢𝘳𝘦 𝘴𝘰𝘮𝘦 𝘬𝘦𝘺 𝘪𝘯𝘴𝘪𝘨𝘩𝘵𝘴 𝘧𝘳𝘰𝘮 𝘵𝘩𝘦 𝘳𝘦𝘱𝘰𝘳𝘵: 𝑨𝒄𝒄𝒆𝒍𝒆𝒓𝒂𝒕𝒆𝒅 𝑮𝒓𝒐𝒘𝒕𝒉: Asia Pacific leads in 5G adoption, with markets like South Korea, China, and Japan scoring high. 5G download speeds average 230 Mbps, significantly outperforming 4G’s 44 Mbps. 𝑨𝒇𝒇𝒐𝒓𝒅𝒂𝒃𝒊𝒍𝒊𝒕𝒚: In over 30 markets, 5G plans offer 100 GB for less than 2% of monthly income. Low-cost 5G devices under $250 are widely available in emerging markets. 𝑬𝒄𝒐𝒏𝒐𝒎𝒊𝒄 𝑰𝒎𝒑𝒂𝒄𝒕: 5G is set to contribute nearly $900 billion to the global economy by 2030, with substantial growth expected in Asia Pacific. 𝑪𝒉𝒂𝒍𝒍𝒆𝒏𝒈𝒆𝒔: Despite progress, challenges remain. The digital divide persists, especially in low- and middle-income countries. Only four markets have over 200 5G #basestations per 100,000 people, indicating a need for more infrastructure investment. Additionally, the deployment of 5G Standalone (#5G #SA) networks is limited, with only five markets achieving widespread adoption. The full potential of 5G, including low latency and advanced IoT capabilities, hinges on broader 5G SA deployment, which requires substantial investment and supportive policy frameworks. 𝑭𝒖𝒕𝒖𝒓𝒆 𝑶𝒑𝒑𝒐𝒓𝒕𝒖𝒏𝒊𝒕𝒊𝒆𝒔: 5G Fixed Wireless Access has significant growth potential, particularly in underserved areas. #FWA could bridge #connectivity gaps, offering high-speed #broadband where traditional infrastructure is lacking. Notably, 5G FWA adoption exceeds 5% in markets like #UAE, #Austria, the #US, #Germany, and #Australia. As the 5G ecosystem evolves, continued investment, supportive policies, and innovative solutions will be crucial. By addressing existing challenges and leveraging new opportunities, the region can unlock the full potential of 5G, driving economic growth and societal benefits. #Telecommunications #DigitalTransformation #IoT Credit: GSMA and GSMA Intelligence

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If you're keen to slow down and savour a slice of history with your drink, Singapore's speakeasy scene is your go-to spot. These bars are tucked away behind unmarked doors and hidden passageways. They serve good drinks and a ticket back in time with a dash of adventure. Fancy stepping into a world reminiscent of 1920s America or colonial-era Singapore? From the whisky-infused nostalgia at Live Twice to the opium den-inspired Chandu, these speakeasies mix a potent cocktail of nostalgia and innovation. Each venue offers not just a drink, but an experience—where history meets modern mixology in the most intriguing ways. So why not swap the rush for a night of leisure and lore? Explore one of these hidden gems and let every sip take you on a journey through time. It's a night out that takes you back in time and still whispers in the corners of these charmingly clandestine spots. What secret spots do you have that you're willing to spill the beans on?

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We’re excited to partner with Singtel though an (MoU) to streamline Network-as-a-Service, making it easier for telcos and enterprises to leverage 5G. With Singtel's award-winning Paragon platform & Ericsson's Service Orchestration and Assurance capabilities, CSPs can modernize and simplify provisioning along with unlock new monetization opportunities. 💬 Sharing his thoughts on this partnership, Mats Karlsson said, "Breaking through challenges experienced by enterprises and CSPs alike when it comes to the creation and adoption of new and valuable 5G-enabled services is a clear priority in the global telecoms market today. We see in this collaboration with Singtel the potential for greatly increased interest, uptake and profitability of 5G services for enterprises." Explore how we are jointly building a future-ready network ecosystem. 👉https://lnkd.in/epdG83YA #5G #Innovation #DigitalTransformation #Ericsson #Singtel

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I am pleased to share our latest and tenth Singtel Group Sustainability Report 2024! Against the backdrop of our corporate purpose, Empower Every Generation, we want to create sustainable value and an equitable and inclusive future for all. This year, we take stock of our progress and achievements in FY2024, against our five-year sustainability targets in 2025. We continue to focus on making positive impact under our four key sustainability pillars: - Climate Change and Environment - People and Future of Work - Community Impact - Sustainable Value Creation. In particular, we have made progress in recent years against our original emission targets approved by Science Based Targets initiative (SBTi) in 2017. In December 2023, we obtained approval of our updated targets by SBTi – we now aim to reduce 55% of our absolute scope 1 and 2 GHG emissions and 40% scope 3 indirect emissions by 2030 from a FY2023 base year. We have also advanced our net-zero ambition from 2050 to 2045. We are the first telco in Asia to have our SBTi targets refreshed with a greater ambition. Our strategy to counter a VUCA world is to go BIG on our people. Last year we transformed our culture. Our employee value proposition, BIG, is designed to cultivate a strong sense of Belonging among our people, to empower them to take on Impactful and meaningful work, while supporting their professional and personal Growth and promoting diversity. We also celebrated 21 years of impact giving last year with the Singtel Touching Lives Fund, our corporate philanthropy programme that supports children and youth studying in special education schools in Singapore. We are heartened to see how students’ lives have been transformed, allowing them to contribute to society meaningfully. We published our first STLF impact report to share the difference we have made in the students’ lives over the years. Read more about our sustainability efforts and initiatives in the latest Singtel Group Sustainability Report 2024: www.singtel.com/sr2024.     #EmpowerEveryGeneration #SustainabilityReport #SingtelLife #Purpose #GlobalGoals

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Imagine getting your packages delivered faster and more reliably with the power of AI. That’s what Deliver.sg is all about. 🚚 On-Time, Every Time... We make sure your deliveries happen exactly when you need them. 🚚 Tailored to You... Our services adapt to your business needs for a perfect fit. 🚚 Reliable Delivery... You can count on us for fast, dependable service. 🚚 Support That Cares... Our team is always ready to help with any issues. With AI optimizing routes and delivery times, Deliver.sg ensures smarter, more efficient deliveries. Ready to experience it? 👉 Stay tuned and follow Deliver.sg for more updates on our innovations, tips, and game-changing food delivery service. #AI #Logistics #DeliverySolutions #SmartDelivery #TechInnovation #BusinessEfficiency #CustomerService #ReliableService #TailoredSolutions #AIOptimization

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SK Telecom and Singtel are joining forces to drive the transition to 6G! 🌐 Their innovative partnership will leverage AI and orchestration tools, focusing on network virtualization and edge-AI infrastructure. This collaboration not only promises enhanced connectivity and customer experience but also sets the stage for significant advancements in next-generation communication technologies. 📡💡 It's inspiring to see such forward-thinking initiatives, especially from leading telcos in Asia, pushing the boundaries of what's possible. The upcoming whitepaper on virtualization, slicing, and network evolution will be a valuable resource for all service providers preparing for the 6G era. How do you see AI shaping the future of telecom? Let's discuss! 👇 #6G #AI #TelecomInnovation #NetworkVirtualization #EdgeComputing #Connectivity

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The power of AI has proven impacts on businesses beyond productivity. It can afford your company higher levels of competitiveness and empowering your organisational talents. Find out how you can deploy AI today.

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On Market View today: IMF raises growth forecast for China to 5%; Vietnam’s headline inflation highest in 16 months; Apple opens first retail location in Malaysia; Singtel reportedly part of consortium poised as frontrunner to buy US$1b stake in STT Telemedia Global Data Centre; Yoma Strategic’s shares up 12.3% on strong earnings; CDL buys over Delfi Orchard for S$439m Singapore stocks started the day on a softer note, after US markets closed overnight mixed. In early trade, the Straits Times Index (STI) dipped 0.1 per cent to 3,326.72 points after 51.2 million securities changed hands in the broader market. In terms of companies to watch for today, we have Singtel. That’s after two sources with knowledge of the matter told Reuters that the telco is part of a consortium poised as a frontrunner to buy a minority stake worth US$1 billion in STT Telemedia Global Data Centre (STT GDC), one of Asia’s biggest data centre providers. Elsewhere from Vietnam’s inflation hitting an 11-month high to Apple opening its first retail location in Malaysia next month, more international and corporate headlines remain in focus. Glad to unpack the developments with Carl Ashton, Investment Counselor, Citi Private Bank. Many thanks to Carl, Alvin F. and Karen Lin for joining us on MONEY FM 89.3! Catch the podcast episode on Awedio, Apple podcast and Spotify at the links below. Podcast links: https://lnkd.in/gjPtrkZT https://lnkd.in/gKkP-XWD https://lnkd.in/gEjz-nGD #singapore #sgx #sti #stockmarket #us #inflation #tightening #cooling #federalreserve #fed #interestrates #ratehike #ratecut #internationalmonetaryfund #imf #growth #forecast #china #fivepercent #vietnam #dong #apple #retail #malaysia #shipments #singtel #billiondollar #stake #stttelemediaglobaldatacentre #yomastrategic #hotstock #citydevelopments #cdl #delfiorchard

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Singtel has forged a strategic partnership with Vonage, a part of Ericsson, to spearhead global enterprise and telco innovation, propelling the digital transformation landscape to new heights. 🤝 This collaboration aims to foster rapid application development across multiple markets, harnessing the potential of federated network, edge, and communications application programming interfaces (APIs) to drive cutting-edge innovations and transformative solutions. From my perspective, the strategic collaboration between Singtel and Vonage represents a pivotal leap forward in redefining the future of enterprise and telco innovation. It's inspiring to witness the convergence of industry leaders to drive digital transformation and accelerate the pace of innovation, setting the stage for groundbreaking advancements in the telecommunications and enterprise domains. 👏 What are your thoughts on this partnership between Singtel and Vonage in spearheading global enterprise and telco innovation? Share your thoughts in the comments! #DigitalTransformation #Telecom #Innovation #Technology

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What Telcos can learn from Singapore Airlines' success & employee bonus? 1. Customer Focus & Experience: Singapore Airlines is known for its exceptional customer service & focus on passenger #experience. Telcos can translate this by prioritizing customer satisfaction through strong network reliability, clear & transparent #pricing plans, & responsive customer #support 2. Adaptability & Innovation: The airline adapted to changing travel restrictions & capitalized on the cargo demand surge. Telcos can learn be adaptable in a rapidly evolving technological landscape. This involve embrace new technologies like #5G & exploring innovative services like #cloud #gaming or #connectedcar solutions 3. Employee Motivation & Reward: Singapore Airlines' hefty bonus demonstrates their appreciation for employee contribution. #Telcos can implement similar strategies to motivate their workforce. This involve profit-sharing bonuses, performance-based incentives, fostering a strong company culture that #values #employee well-being 4. Efficiency & Cost Management: While not directly mentioned in the bonus news, Singapore Airlines is known for its #operational #efficiency. Telcos can learn to #streamline their #operations, reduce network inefficiencies, #optimize #pricing #structures to maximize #profits 5. Utilizing Data for Strategic Decisions: Airlines heavily rely on #data to optimize #flight #routes, pricing, & #marketing. Telcos have a wealth of customer data they can leverage to #personalize services, target #promotions effectively, anticipate #customer needs By adopting these lessons, #telcos can position themselves for sustainable growth & enhance customer #loyalty Additionally, 1. Building Strong Brand Reputation: Singapore Airlines has cultivated a brand image of trust, reliability, quality. Telcos can strive for a similar reputation by focusing on #network #stability, #data #security, & #transparent #communication during outages or service disruptions 2. Long-Term Strategic Planning: The airline industry requires strategic #planning that considers factors like #fuel #costs & fleet management. Telcos can benefit from long-term planning on network infrastructure development, #spectrum acquisition, anticipating future customer needs in a data-driven world 3. Collaboration & #Partnerships: Airlines form partnerships with other carriers & travel agencies to expand their reach & offer seamless travel experiences. Telcos can explore partnerships with #content providers, device manufacturers, or other Telcos to create bundled service packages 4. Investing in #Innovation: Singapore Airlines constantly innovates to improve its offerings, like investing in new fuel-efficient aircraft. Telcos should continuously invest in r&d to explore new technologies, improve network efficiency, develop next-gen like AR/VR applications What are your thoughts? 🤔🧐 Follow us-Kaneshwaran Govindasamy & Global 5G Evolution Click comment box. #subscribe our #youtube channel

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