Advancing Service Excellence: Air Selangor & SPAN Host COMMENTER26 x LET’S TALK CX to Elevate Customer Experience Across the Water Industry

Air Selangor in collaboration with Suruhanjaya Perkhidmatan Air Negara (SPAN) recently organised COMMENTER26 x LET’S TALK CX programme which provides a platform for sharing knowledge and best practices to enhance the customer experience and strengthen service delivery across the water services industry.

Presenting at the event were representatives of state water operators from around Malaysia, Indah Water Konsortium (IWK), NGOs as well as representatives from SPAN and Air Selangor. Our CEO Adam Saffian Ghazali FCA shared a video message expressing his support for the event and its objectives.

As part of the COMMENTER26 programme, our Head of Corporate Communication Elina Baseri presented on her topic ‘From Tap to Trending: Managing Public Perception in Communication’. In her presentation, she touched on the challenges of communicating to various stakeholders in an era defined by fake news, misinformation and disinformation, and the speed at which unverified information can reach millions of people. She highlighted that essential services providers like Air Selangor must take a proactive approach to build trust in this fast-moving information environment.

During the LET’S TALK CX programme, our Head of Customer Experience Mohd Yunus Othman delivered his presentation titled ‘Transformasi Perkhidmatan Pelanggan dan Pengalaman Pelanggan Melalui Inovasi Digital.’ He emphasised that digital innovation can help organisations improve complaint management with automation, chatbots and data analytics. This approach enables services to be delivered more quickly, conveniently, efficiently and in a customer-friendly manner, ultimately enhancing customer satisfaction and strengthening customer trust.

The COMMENTER26 x LET’S TALK CX event proved to be an invaluable touchpoint for water operators and relevant agencies to better communicate and collaborate, with the goal of advancing excellence in service delivery and improving customer experience across the water services industry.