CX BULLETIN DESIGN LAYOUT v3

1 Introduction

MESSAGE FROM TOP MANAGEMENT

Ahmad Taufek
Omar

Executive Vice President
Chief Executive Officer

Customer experience (CX) touched every aspect of a TM ONE as

company upholding our vision in make life and business easier for
both customer either external or internal customers (employees) .
The new norm situation and solutions competitiveness has leads
to CX as a key differentiation. Therefore, drive CX become one out
of four key element in our ‘New TM’ compass for our team that
need to embrace.

To have better understanding of CX, I am proud to introduce this
first edition of CX bulletin that will provide transparent and update
information on our NPS journey in achieving the best in class, as a
tools for inspirational imperative, promote profitable and
sustainable growth as well celebrates our employee that had
deliver tremendous services to our valued customer.

Let us together strive in provides excellence customer experience
with the aimed to drive revenue and loyalty by reach out with
empathy and engage our customer with compassion ~

2 The Hero

TIPS FROM OUR CX HERO

ROBIN HO
Division Sales, BFSI

CX Hero Q4 2020
Best Sales Person of the Month (Jan & Feb 2021)

Empathy, understanding customer needs as well
identified the fastest way to resolve customer issue
is how Mr Robin overcome difficult situation with
customer. In order to become best in class, as a
sales person should beef up post-sales technical
support & improve response time especially when
customer facing downtime .

MOHAMAD AMIRUL FAIZ BIN ZULKIFLI
Integrated Service Desk

CX Hero Jan 2021 (Assurance tNPS)
CX Hero Feb 2021 (Assurance tNPS)

Family, teammates and supervisors are the
ones that influences his life and career. “When
you are in a difficult situation, you should first
understand the problem statement. Second,
escalate to the next action. Third keep
updating the customer via email or phone.”

MOHD HAMIM BIN ABD KARIM
Technology Delivery Services (TDS)

CX Hero Jan 2021 (Delivery tNPS)

Influenced by his family and believes that in any
work we do, be disciplined, believe in yourself
and forgive others. “We should provide the best
by working together with the customer and TM
Internal Team to fulfil their Requirements upon
Readiness.” said Mohd Hamim on facing difficult
situations with customers.

Voice of Customer

CUSTOMER THAT PROMOTES US

“ TM offers flexible services that are “ The signal here is good
able meet the needs of customer as and the services are great. ”
well worthwhile to subscribe and
the stability is reliable. ” - Senior Managing Director

- Chief Information Officer

“ TM memberi perhidmatan
liputan yang luas serta pakej
yang pelbagai. ”

-President

- Secretary to GCFO

“ Syarikat TM mempunyai pakar “ A great company with
dalam bidang ICT telekomunikasi affordable pricing “
dan perkhidmatan yg baik untuk
pelanggan.” - Secretary to
Group Chief Finance Officer
- Chief Finance Officer

“ Sebuah syarikat yang pakar dalam ICT dan
mempunyai liputan internet yang luas
serta respon yang pantas terhadap isu
perkhidmatan “

- Timbalan Pengarah

CX Events & Highlights

Jan INFOBLAST

26th | CX Charter Dec 2020

STATE ENGAGEMENT

26th | Introduction CX team with all states

CX ACTIVITIES

13th | Awareness on TM ONE Net Promoter
Score (iNPS) GITN
18th | TM ONE Customer Centric Cadence

INFOBLAST Feb

3rd | iNPS Survey (Pilot)
18th | Q4 CX Hero Winner
26th | CX Charter Jan 2021

STATE ENGAGEMENT

16th | Northern State Engagement
23rd | Central State Engagement
25th | Southern State Engagement

CX ACTIVITIES

4th | MYGOV*NET CSI NPS 2020 Workshop
19th | MYGOV*NET CSI NPS 2020 Result Presentation

Mar INFOBLAST

W2 | Result iNPS Survey
10th | CX Hero Winner (Jan)
23rd | CX Hero Winner (Feb)

STATE ENGAGEMENT

W1 | Eastern State Engagement
W2 | Sabah & Sarawak State Engagement

CX ACTIVITIES

W1 | CX Workshop
25th | CX Webinar ‘Unlocking The CX Code’

CX Events & Highlights

INFOBLAST

4th | CX Webinar Q1 (Thank You Note & recoded link

STATE ENGAGEMENT Apr

26th | Introduction CX team with all states

CX ACTIVITIES

6th | iNPS result Engagement with Sales
7th | iNPS result Engagement with SC
8th | iNPS Result Engagement with Product

May INFOBLAST

3rd | XX
18th | XX
26th | Xx

STATE ENGAGEMENT

16th | XX
23rd | Xx
25th | XX

CX ACTIVITIES

4th | XX
19th | XX

INFOBLAST Jun

W2 | XX
19th | XX
W3 | XX

STATE ENGAGEMENT

W1 | XX
W2 | Xx

CX ACTIVITIES

W1 | XX
W3 | XX

NPS Analytics