The pandemic changed our lifestyle, and many of us turned to online services for our daily needs. This led to a surge of 3 million new digital consumers from 2020. But while digital consumption is becoming more permanently ingrained as a way of life in Malaysia, many Malaysian businesses are still ill-equipped to make the transition, therefore unable to engage consumers where they are most present. Guray Ozturk, Business Development Director of Infobip Malaysia, explains how businesses need to understand the importance of digitalisation, especially in utilising available technologies to deliver customer service that is personable and emotional to engage the growing digital savvy Malaysian consumers. 

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