Modernised our processes and way of work to drive growth and productivity Adopted automation and AI/ML to improve processes and customer experience Innovative ways of work • Continuous use of AI/ML to improve network NPS prediction and diagnosis, site degradation predictions and real-time monitoring of key applications to enable proactive customer experience management • Over 300+ network use cases automated to improve productivity • Automated ticket handling on MyDigi for faster complaint resolutions • Digi introduced a cycle way of work, empowering teams to plan and adopt best ways to engage with customers and faster time to market • A cross-functional team came together in 2020 to uncover insights with data analytics that would improve customer experience. In 2021, this evolved into a data-analytics forum, reimagining the way we execute nationwide network rollout plans based on data of customer pain-points and insights Safeguarded data privacy and security, and raised awareness for employees, customers, and partners Company-wide data mapping exercise • Assessed privacy compliance of systems processing personal and non-personal data in Digi • Established privacy control framework to monitor data management across data lifecycle and systems Improved privacy practices • Enhanced standard contractual clauses for data protection • Enabled self-serve option on MyDigi app and Digi’s website for customer to opt-out from marketing communications and promotional materials • Established business partner privacy management process to govern end-to-end privacy compliance Strengthened governance • Updated Privacy Notice, improving on categorisation of data collected for easier customer comprehension • Revised governing documents for Privacy and Incident Management • Enhanced cyber security maturity governance Privacy and cyber security as a Responsible Business culture • Launched trainings on the importance of privacy, information management, and data protection as part of new employees’ onboarding and awareness for frontlines • Executed mandatory quarterly privacy and cyber security training for all employees • Conducted training on topics such as privacy awareness and business partner privacy management • Produced bite-size materials to raise awareness on privacy and information management 100% Completion of privacy and cyber security e-learning modules 200 New employees trained on privacy and data protection 100 University and school students trained on career options on online privacy How We Create Value intellectual Capital 60 Digi.Com Berhad At A Glance Message To Shareholders How We Create Value Strategies To Create Value
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