Thailand Technology Excellence Awards 2023 Winner: Thai Group Holdings

Hear from Dr. Lisa Patvivatsiri as she discusses how i-CEM represents a digital automation workflow for customer engagement management. Before its implementation, customer inquiries were manually handled, causing difficulty in tracking case statuses.

With i-CEM, they automated case management across various channels, streamlining processes like claim processing with robotic automation and seamless information integration. Over the past year, more than 500,000 transactions have been automated, significantly reducing turnaround times. Thai Group acknowledges that the success of digital transformation depends on people, emphasising the need to align them with the transformation journey by creating clarity in business direction and demonstrating the personal benefits of technology adoption.

Discover more of their award-winning achievements here.