Following the release of our global report in February, KPMG in Malaysia conducted an in-depth exploration to uncover how Malaysian brands integrate human touchpoints throughout their customer experience delivery while leveraging on artificial intelligence (AI).
With a growing commitment by the government towards AI development, it reflects AI’s growing potential to drive progress and prosperity. Nonetheless, AI still wields a double-edged sword. From ethical considerations to data privacy concerns, its potential pitfalls have influenced consumer purchasing decisions across all sectors, underlining the critical need to navigate the AI landscape safely – a concern reflected in our latest report.
The Malaysia survey collected over 10,000 consumer responses across 71 brands, serving as a complement to the global report to further enrich your understanding of customer experience dynamics.
Key takeaways
