In this episode, Manisha Tank is joined by Boo Beng Khoo, Managing Director and Chief Technology Advisor for Customer Sales and Service at Accenture, Southeast Asia, and Mun Yee Chan, Director of Digital Services at Singapore's Central Provident Fund Board (CPFB), a savings and pension scheme, to talk about the changing demands of digital services, the necessary adaptability of employees to navigate new ways of working, and how technological advances are enabling next-generation customer experiences.

Diving deep into the changing face of customer service, we discuss why old models miss out on large value creation opportunities and why service needs to be approached as a brand ethos, an opportunity to add value in a customer’s life, and a natural extension of a company’s expertise. Mun Yee further shares her journey of leading a digital transformation initiative at CPFB, employing tools like the shift to cloud, data analytics and artificial intelligence to personalise consumers' experiences.

We also explore key topics like adopting a new human-centric focus to customer service, how technology allows for high-value engagement at a larger scale, composable technologies, and upcoming innovations to get excited about.

Visit Enterprise Transformation, a podcast series that explores how new technology is enabling enterprise transformation and reimagining organisations to seize future opportunities: https://impact.economist.com/projects/enterprise-transformation/

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