Mauro Luz

Thanks to Wynthia Goh for sharing this practical example of how NCS Group helped Ministry of Manpower to implement generativeAI in their contact centre. The team augmented the existing tech stack (rather than needing to rip and replace) and quickly achieved results: - Call handling time decreased by 12%. - After-call-work reduced by over 50%. - Streamlined agent tasks, enhancing customer interactions and issue resolution. - Enhanced employee satisfaction and drove a 6% boost in overall productivity. The potential of leveraging this technology across all enterprise functions and achieve tangible business results for both customers and employees is truly promising. The challenge? Mindset and behaviour change to truly appreciate the art of the possible. Great case studies like this are useful for all of us to appreciate what good might look like 🙏 Read more about this innovative initiative: https://lnkd.in/giiax4h2 #SmarterEX #SmarterCX #FutureofWork #generativeAI

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At Ingenico, we are committed to continuously learning from each other and always keeping our customers at the heart of everything we do. Our Customer in Focus sessions are a great example of how we stay connected to what truly matters—understanding our customers' needs, challenges, and goals, and using that insight to drive better solutions. These sessions are all about learning in the flow of work and ensuring that customer-centricity isn't just a goal, but a core part of our everyday actions. #CustomerFirst #ContinuousLearning #CustomerInFocus #LearningInTheFlow

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In Microsoft's latest Cloud Cultures series, we deep dive into stories of innovation in Malaysia. Discover how PETRONAS is harnessing technology to power sustainable progress, how Chop Cheong Bee transitioned from a traditional poultry farm to a pioneer in sustainable agriculture through smart farming, and ways we are empowering Malaysians to unlock their potential and achieve more through our skilling initiatives.   These stories are not just about technology; they're about people, progress, and the planet. See how Malaysians are embracing new technologies and using #MicrosoftAzure to innovate with confidence—ensuring the benefits extend to all. Watch now: https://lnkd.in/gyFF54Bg Ahmed, Andrea, Corey, Laurence, Sharifah Shereeta, Azizah, Andrew, beewah, Ellian, Millie, Gwendolynn, Mike, Sheikh, Adilah, Jasmine, Oniel, Sher May, Mei Yan, Dashika, Celeste

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What an incredible journey these past five years have been! When I first joined AWS Marketplace in Singapore, we were a team of fewer than five, and most people in AWS APJ hadn’t even heard of AWS Marketplace. Fast forward to today: we’ve surpassed $X billion in TCV and launched local currencies in Australia and Japan! And the best part? We’re just getting started, with endless possibilities ahead to transform how our partners and customers engage with third-party solutions. On a personal note, AWS Marketplace has been the foundation of my career. Over the years, I’ve had the privilege of experiencing multiple role rotations, earning two promotions, and celebrating countless milestones with an amazing team. These experiences have shaped me in more ways than I can count. I’m incredibly grateful for the support, guidance, and collaboration from so many of you—both Amazonians and partners alike. A special thank you to my mentors and managers who have made this journey so impactful: Chintan Rastogi Richard Sappe Reene H. Vincent Petit Ankita Jacob Marta Whiteaker and so many others — you’ve been instrumental in my growth, and I truly appreciate your support. As I step into my next role, I’m excited to announce that the team is hiring for my backfill and expanding in Japan! If you’re passionate about building, scaling, and making an impact, this could be your chance to join a rocket ship 🚀 #awsmarketplace #aws #awspartners https://lnkd.in/gjNyC7if https://lnkd.in/gmY4wxZi

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As an advocate for gender equality and more opportunities for women in tech, I’m encouraged that 70% of respondents surveyed by BCG and Singapore’s Infocomm Media Development Authority across Southeast Asia say their companies have initiatives to support women, a whopping 20-point leap since the last survey in 2020. However, only 34 to 40% of tech roles in the region are held by women, just on par with global averages, and women account for only 23% of senior leaders in the top 50 tech companies, with just 8% in technical leadership roles. More can be done. As leaders, we can help break down barriers and create a more diverse and inclusive tech industry. Increasing the representation of women in tech is not just a moral imperative; it also drives innovation and growth in the economy. By modelling inclusive practices and engaging in active mentorship and sponsorship, we can build a brighter, stronger, and more innovative future that benefits everyone. Read the report in the link below. https://lnkd.in/gDFMHK2i #WomenInTech #GenderEquality #Leadership #Innovation #DigitalTransformation #SoutheastAsia #BCG #IMDA

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As technology continues to revolutionise economies and societies across Southeast Asia, it is crucial to address the gender imbalance within the tech sector. Efforts need to be made to provide equal opportunities for women, not only to foster diversity and inclusion but also to fully harness the potential of all talents. By addressing these disparities and empowering women in technology, Southeast Asia can harness the full potential of its tech sector in the future. #insuranceindustry #insurtech #asia #womeninbusiness

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It was an enriching experience to attend ATxSummit and host a luncheon session with CXOs from Public and Private Sectors. It is the usual intense and polarising discussions on applying AI, managing Compute & Security risks, all for developing great experiences. It was insightful to hear Dr Melvin Heng GCEO of Thomson Medical plans to shape healthcare with data and other industry CXOs journey with technology. CEO/CISO/CIO/CDO/CTOs all came together and created in our minds, a collage of what the future might be. We also touched on NEC Approach to GenAI, a lightweight model which provides the agility and secured platform for everyone’s desire to test use cases. Many deliberations to make, for positive outcomes. How can we collectively continue to amaze the market? The debate continues... #ATxSummit #AI #CXO #TechInnovation #FutureOfTech #NEC Masato Yoshikawa Toshifumi Yoshizaki Kris Ranganath Kenice T. Dr Melvin Heng Teng Joo Loh Khang NGUYEN TRIEU Paul Loke Winston Chew David Tay Tony Chong Kok Leong Aw David CK Chin Kiren Kumar

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Physical well-being in Singapore reached its highest level since 2019, with 34% reporting good health, according to a 2024 Cigna Healthcare survey.  The survey also found that chronic conditions in Singapore were lower than the global average with only 45% having at least one chronic condition, compared to 56% globally. Moreover, Singaporeans reached their lowest stress level in seven years. About 79% reported feeling stressed whilst 36% said their mental health was doing good compared to 32% last year. Men reported higher vitality than women with male respondents more likely to prioritise physical health. Amongst generations, baby boomers have the highest vitality followed by Gen X and Gen Z, whilst Millennials record the lowest score. https://lnkd.in/gsjGjmit

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Earlier this month @ the Public Sector Innovation Day’s panel, discussing how teams can leverage SaaS, AI for scale as well as the importance of building organisation culture + leadership that cultivates sustainable innovation and more with Brad Cook and Gary Ng. #DigitalTransformation #Govtech #industrypartnership #Salesforce Seng Ping Ng Tarn Hwei Lee Prakash Sawant

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ServiceNow’s Customer Experience Intelligence Report for Singapore found that 82% of Singaporeans feel their government provides customer service of a quality equal or better to that of the private sector. What can we learn from the government’s successful CX strategy? Read on for four helpful insights that can benefit leaders in the public and private sectors. http://spr.ly/6045g2BYP

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It's not often that the word alacrity appears in headlines, but this is the title of the article that came out of the interview Stephen Braim had with Business Today last week as part of our US Asean Business Council Malaysia Mission 2024. When it comes to A.I, it is both breadth and depth. It is embedding into workflows and processes while we build familiarity on digital skills that allow us to use the AI enabled tools productively.

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The notion of moving to the cloud is no longer just a familiar refrain. It's now imperative for organizations to embrace a proactive "cloud-first" strategy. A well-defined roadmap outlining the path to cloud adoption, along with specific milestones and timelines, is essential for unlocking the full potential of the cloud and ensuring the success of your digital transformation journey.

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Southeast Asia continues to be a magnet for cloud infra investment.

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Beyond the realm of technology and the capabilities of #MicrosoftAzure, these narratives resonate deeply with me—they're about unleashing the limitless potential of Malaysians. They're driven by an earnest longing for transformation and a beacon of hope. It's the transformative power of innovation that sparks aspirations and uplifts communities, forging paths towards a brighter future. These stories are a testament to the resilience of the human spirit, embodying boundless passion, creativity, and determination as we embark on this collective journey towards a better tomorrow. Love it when stories are told from customer perspectives! It adds depth to storytelling by sharing real experiences, emotions, and challenges.

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"Microsoft announced it will invest US$2.2 billion over the next four years to support #malaysia’s #digitaltransformation – the single largest investment in its 32-year history in the country.  Microsoft’s investment includes:  - building cloud and #AI infrastructure in Malaysia  -creating AI skilling opportunities for an additional 200,000 people in Malaysia  - strengthening its partnership with the Government of Malaysia to establish a national AI Centre of Excellence and enhance the nation’s cybersecurity capabilities  - supporting the growth of Malaysia’s developer community. " Via Frontier Markets News, Dan Keeler Frontier Market News also reports that: "Earlier in the week, the company announced a $1.7 billion investment in #Indonesia, also for #cloud and AI #infrastructure purposes. Microsoft also announced this week that it will build a #datacenter in #Thailand. Microsoft is one of many technology behemoths that have turned toward Southeast Asia in recent years. Amazon and Google are expanding in the region, as is the Chinese firm Alibaba Group. Amazon is spending even more than Microsoft. Last March, Amazon Web Services (AWS) announced that it would invest $6 billion in Malaysia to build cloud infrastructure." https://lnkd.in/gmK37-iT

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Additionally, in the US, The Drug Supply Chain Security Act (DSCSA) is a federal law that requires manufacturers, wholesalers, healthcare providers, and pharmacies to take steps to identify and trace prescription drugs as they move through the supply chain. Serialization is a key component of DSCSA compliance. #inspireXT, with expertize in cross industry connected supply chain solutions is ready to assist in these areas. #DSCSA #DigitalProductPassport #ProductLifecycleManagement #SupplyChainExperts #IndustryTransformation #ValueChain #connectedsupplychain

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Explore how CRM, AI and Data empower Southeast Asia's insurance sector to tackle challenges and seize growth opportunities. Leverage AI and data for personalized customer experiences and utilize automation to streamline operational processes, including distribution and underwriting. Adopt digital engagement strategies to attract multi-generational customers. Seize today's opportunities with next-generation solutions. #Insurance #InsurTech #DigitalInsurance

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