VIDEO: Customer Care & Data – How to leverage the data opportunity

Members and guests of the MEF (Mobile Ecosystem Forum) gathered last month in our Kuala Lumpur office, to discuss the challenges and opportunities in the mobile content and payments sector in the region and globally. Several panel discussions provided great insights into many different areas of mobile, and with robust discussion.

Earlier we published a video from the panel Ad Fraud & Digital Payments Fraud – Will The Industry Ever Be One Step Ahead Of Bad Actors? You can see the video here.

This time we’d like to share some footage from the panel discussion Customer Care & Data – How to leverage the data opportunity. The panel has been moderated by James Williams, Director of Programmes at the MEF. Participants were Jiun Kei Lim, Head of Operator Partnerships Region APAC at Infobip and Léon Dijksman, Director of PR & Communications at Sam Media.

What percentage of data is actually used?

James Williams opens the discussion with a question: What percentage of data is dark data? Jiun Kei Lim explains that the customer care departments of MNO’s improved in recent years, driven by the pandemic. Operators are more accessible through multiple channels such as Whatsapp or other chat applications. Léon Dijksman explains why Customer Service is not a burden, but an opportunity. It contains a wealth of information to improve the way your customers experience your products. Check out the video!

More discussions!

We recorded all the sessions during this edition of MEF Connects, and we will publish them later on our website and our YouTube channel. Stay tuned for videos of these discussions;

  • Products – How To Develop & Deliver Products That Surprise & Delight
  • Personalisation Through Monetisation & Segmentation – Media + CPG / FMCG
  • Rich Messaging, Conversational Commerce & CPaaS – The Roles They Play In Driving Brand Awareness, Brand Loyalty & Customer Experience
  • Convergence Of Telco, Media, CommunicationCommerce & Payments – What Will ICT Look Like In 2025?