my Presentation at CommunicAsia2017 Summit! Digital Enterprise, Mastering Digital Transformation Key Topics include: - Leapfrogging into the Digital Business – Crafting Services that Matters to the New Age Connected Use - Every business is searching for value from Digital Transformation - Five imperatives to drive Value from Digital Transformation Experience, Cost, Platform, Enablers and Agility - To Unlock Business Value We have to do Thinks differently in Collaboration/Co-creation with our customers - Designing DIGITAL WORKPLACE Use Case - Design Thinking Workshops, Creating End User Persona for Digital Workplace ( Smart Building) - 2nd Generation Digital Market Place use case http://www.xirlynx.com/edm/ses/2017/cmma/vp/08/edm.html

1. Digital Enterprise
Mastering Digital
Transformation
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Mahmoud Dasser
Vice President, Partnership and Marketing

2. New Partnerships
Job Uncertainty
Competitive Differentiation
Revenue Growth
Industry Transformation
Employee Morale
Customer
oyalty
Retaining Talent
Cost Containment
Productivity
Digital Transformation is Challenging the Norm,
No More Business as Usual
Time to Market
Supplier Viability
Innovation

3. Every business is searching for value from Digital
Transformation
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4. Five imperatives to drive Value from Digital Transformation
Experience, Cost, Platform, Enablers and Agility
Cost Value Platform Value
Digital Enablers Business Agility
Price transparency
From Products to Services
Core vs. Context
Marketplaces
Ecosystem
Data monetization
Informed
Decision-making
Fast Execution
Hyperawareness
Experience
Value
Digital Engagement
Customers
Workforce
Partners
Digital Workplace,
Collaboration,
Business Processes,
IT capabilities,

5. TM is evolving its Service Offering to Enable Enterprise Digital Journey
Cost Value Platform Value
Digital Enablers Business Agility
Experience
Value
CCaaS
Omni-Channel
BPO / KBO
Analytics
Smart Services
Cloud Services
ITaaS, Big Data
BC , DR
Social Media
Analytics
Digital Workplace
UCaaS
TPaaS
Data Centers
Managed Services
NVF/ SDN
Neutral Carrier
Data Center
High Speed
Broadband
Global
ConnectivityBAS

6. TECHNOLOGY
Enablement leveraging TM
& Partners Assets:
• TM Networks
• VADS Data-Centres
• Cloud Exchange
• Professional Services
• BPO & Analytics
• Partner eco-system
• Industry best practises
TECHNOLOGY
[feasibility]
BUSINESS
[sustainability]
HUMAN
VALUES
[satisfaction]
DESIGN
THINKING BUSINESS
Business Made Easier
for IT and Line of Business
• Drive Efficiency, Cost Optimization and
Pay as you Grow
• Speed to Innovate and Speed to Market
• Enforce IT Governance, Security Policies
and Compliance more effectively
• IT functions like a Business Unit
delivering value to LOBs
HUMAN VALUES
understanding what people think, how they behave and which are their motivations
Citizen Student Commuters Consumers
Security Education Mobility Retail
To Unlock Business Value
We have to do Thinks differently in Collaboration/Co-creation with our customers
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7. 7
2000+ Employees Affected
From 4 to 1 Building
Aspiration:
enhance productivity
and collaborations
Become Show Case
Designing
DIGITAL
WORKPLACE
Use Case
Use case: Smart Building and Digital Workplace

8. 8
Design Thinking Workshops
Use case: Smart Building and Digital Workplace

9. Key stakeholders are mapped
out to identify who are people
involved and impacted by the
initiative.
Stakeholders are categorised into
two division: internal and external
stakeholders to define internally
(as employee) and externally
(as visitor).
Stakeholders
Use case: Smart Building and Digital Workplace

10. Creating End User Persona for Digital Workplace
( Smart Building)
Name Jessica
Position Executive
Stay Kelana Jaya
Office TM @ Damansara
Use case: Smart Building and Digital Workplace
Needs
§ Vibrant and comfortable
environment to work
§ Not to waste time
§ Up to date and always mobile
§ Feel safe when working late
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11. From the Perspective of the Persona
Use case: Smart Building and Digital Workplace
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12. Premises App
Use Case: Smart Building and Digital Workplace
A touchpoint to interact with the Smart building

13. Premises App
DONE!
Meeting Room Booking
Use case: Smart Building and Digital Workplace

14. Security
Door
Access
Many Other Features
Parking
Availability
Staff
Directory
Reporting
An Issue
Use case: Smart Building and Digital Workplace

15. A Framework to Deliver the Experience
Internet and Connectivity
Network Security
Service Exchange Platform
Integrated Operation Center
CCTV Surveillance Enterprise WiFi Mobile AppDigital Signage
Building
Management
System
Access Control Smart Parking
Unified
Collaboration
(UCaaS)
Marketplace
Touchpoints (Laptop, Smart Phone, Tablet)
Use case: Smart Building and Digital Workplace

16. 16
1. Reduce wiring cost by 20 to 30% with 100%
wireless implementation
2. Increase workplace utilization for meeting rooms
and hot desking from 30 to 60%
3. Collaboration tools reduces domestic travel
number of trips and expenses from 30 to 50%.
What we have achieved so far
Use case: Smart Building and Digital Workplace

17. 2nd Generation Digital Market Place
We had to think differently
and dare to be different
Use case: Digital Market Place

18. Customer Journeys are dedicated journeys
Customised towards a specific customer that needs a specific product and services
•Campaign
Management
(EDM, Outbound
phone)
•Digital Marketing
•Event
•vConnect Omni
Channel Support
•Sign up and
registration
•Browse and
Catalogue
•Free Services
(Essential)
•Add to shopping
cart
•Online payment
for 1 simple
payment
•Order confirmation
•Welcome kit (login
credential)
•Company creation
•User fulfillment
•User assignment and
unassignment
•Suspend
•Delete, Fail Credential’
•Helpdesk tickets
creation
•Individual or
company account
•Dashboard billing
•Renewal activity
•Purchase more
course
An example of a customised customer touchpoints
Use case: Digital Market Place

19. Experienced Customer Engagement for Consultative Sales as Your Virtual
Sales Channel
Consultative Sales and
Solution Enabled
EDUCATION
RETAIL
MANUFACTURING
FSI
HEALTHCARE
• Experienced and Trained
Customer Service
Consultants
• Solutions focus based on
Customer Segments
• Horizontal and Vertical
Solutions Champion
• Virtual Sales
Use case: Digital Market Place

20. Seamless Customer Experience
• Traditional and Digital
Customer Experience
Channels
• Omni Channel Customer
Access and Preference for
contacting us
• Hand-holding on-boarding
experience
• Predictive & Analytics
Customer Experience
Focus
Use case: Digital Market Place

21. Example: Marketplace for Security Digital Learning
Partnership with CyberSecurity Malaysia
Use case: Digital Market Place

22. Pg 22
TM Quick facts…
üNo. 1 Broadband Service provider in Malaysia
ü2.37 Million broadband customers
üRM12.06 Billion in Revenue with 2.9% growth YoY
ü350.37% Total Return to shareholders (TRS) since demerger
ü28,045 employees – TM’s Most Valuable Assets
üRM808.0 Million Total Dividend Payout
ü2.23 Million high speed broadband ports nationwide
üRM 25 Billion in total assets

23. Re-think
customer needs
Re-invent
our people
Re-invest
in technologies
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