KUALA LUMPUR: Ninety-six per cent of companies in Malaysia believe technology will primarily replace human interaction with customers in the next 10 years, a survey says.
"Anticipating this change, businesses here are making new technology investments, changing business processes and redesigning organisational roles," said Avanade Inc, which commissioned the survey, in a statement today.
Its survey showed that 94 per cent of Malaysian companies polled had changed at least one business process in the past three years to better interact with customers.
For companies making these changes, 77 per cent received higher revenues, 58 per cent saw a rise in customer base and 68 per cent enjoyed a stronger customer loyalty, the survey revealed.
Avanade commissioned the poll on 1,000 executives, business leaders and information technology decision makers in 19 countries, including Malaysia, across 12 industries, in October.
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