Shifting Gears: Move-Up or Move-Out

In early 2018, I was asked by an industry association to chair its annual flagship conference and to co-chair another industry forum in Iskandar Puteri, Johor. As the organizing team and I sat down to deliberate on a theme, we discussed at length the wide variation in how aggressively organizations are embracing the digital age. It became apparent that whilst early adopters have been swift to build-up talent bases and explore disruptive opportunities, many more organizations are just beginning to conduct small-scale experiments or simply paralyzed by fear.

In the past, technology played a supportive role in the business and industrial worlds. These days, humans are fast playing that supportive role as disruptive technologies like automation have turned the tables. We are well into the Third Industrial Revolution where industrial and business processes are less manpower-intensive and more tech-centric. In recent times, automation has become inevitable for successful companies because advancements in technology are fast making non-automated systems liabilities. As such, companies now employ automation technology in different departments: HR, IT, Operations, Sales, Finance, Legal and Marketing. Various tasks, ranging from stocking shelves to basic bookkeeping, research and the simplest of “HR” duties, can all be easily automated.

Indeed, the automation of physical effort, workflows and other processes is an unstoppable development that cuts across geographical regions and industry. It could be likened to a wave that you either ride or get knocked over by.

Digital Leaders: Facing the New Normal

It is a given that automation will help companies to thrive in this digital age. CA Technologies and the EMA (Enterprise Management Associates) released a report in the last quarter of 2018 which suggests that automation is fast becoming the core of many industrial and business processes. According to the report, automated businesses recorded increased productivity and revenue.

Yet, a large number of enterprises are yet to exploit its potential. Probably because of the costs involved. Then there is also the narrative that automation will displace humans, rendering them redundant and unemployable. Both positions are valid. Automation involves risks. Since it doesn’t guarantee 100% success, companies may not recoup their investments in automation technologies. And a lot of automated jobs may lead to downsizing; automation is a risk worth taking now.

In September 2018, Mckinsey & Company conducted a global survey where, more than half of the largecompany respondents reported that automation enhanced their operations by increasing efficiency and reducing operational costs.

This suggests that although the initial cost implementing automation technologies may be high, in the long run it becomes cost effective. And while automation may upend business models and lead to some downsizing, it can reinvent workplace dynamics. Employing machines and electronic software to execute menial, redundant tasks, increases efficiency as it allows the staff to focus on those activities that require soft skills while saving time, costs and effort. Automation also reduces the errors associated with manual processes which when coupled with increased efficiency and reduction in costs can result in the company surpassing hitherto known levels of productivity and revenue generation.

Little wonder, companies like Yotel, Spread, Amazon and Quiet Logistics (amongst others) who have embraced disruptive technology as the new normal, and successfully incorporated automation into their business processes, are leaders in their niches.

Companies that avoid or postpone automation in favour of non-automated systems stand the risks of being outpaced and left behind by those that take the risks and embrace automation.

People First: A New Mantra for Digital Age

Digitalization has revolutionised the corporate world and the way businesses are run. In his 2019 annual lecture on blockchain, Ethereum and decentralization, Andrew Keys claimed that transformative developments in technology, economics and geopolitics are aligning to initiate what is known as the Fourth Industrial Revolution. This phase of human evolution is characterised by an amalgam of technologies that engages the physical, digital and probably biological spheres of man’s existence.

Automated businesses will boast of enhanced processes that will make their operations free from the complexities and challenges that bedevilled them in the past. Advancements like intelligent automation will improve the synergy between man and machine, resulting in the opening of new vistas and markets. Soon, old business models and systems will have to adapt or change completely in order to align with the changes in the corporate landscape.

Yet all of these will not be possible without the human factor. In almost all spheres of existence, cultural change is central to transformation. This phenomenon also applies to the corporate world. As more companies gradually embrace the idea of automated processes, people will have to put at the centre of the transformation drive. This is because businesses are actually owned and run by people, so despite the gains of automation and the need to ride the waves of disruptive technology, without putting people, their culture and their idiosyncrasies into consideration, a company’s attempt at digital transformation may not be successful.

A cultural shift is central to adopting and implementing automation or any other disruptive technology. By this we mean a paradigmatic shift from the way things used to be done; one which aligns with the new realities that attends the digital age. Although corporate culture is key as it involves an organizational change in perception and mode of operation, cultural change at the individual level is just as important. Humans will be the ones to implement these changes. Their willingness to change is also important to the transformation drive.

New ways of doing things represent a threat to older, more comfortable ways. Hence an approach that factors the need to change for both staff and clients is imperative. In as much as automation is the future, it is most likely to be successful when people are at the heart of its incorporation.

Taking the Leap: Capturing the Power of Digitalization

Larger firms have the advantage of a significant pool of resources which enables them to drive their operations. However, thanks to strengths of automation technology start-ups are able to execute and scale up business operations with minimal resources. Start-ups are able to scale up and offer competition since they can establish industry standards, save time and increase efficiency while optimising human capital. Thus, automation helps them to thrive as it enables them to do more with less.

With the imminent changes in the corporate landscape, newer vistas will be opened. Start-ups are at an advantage since they are able to adjust to change faster than larger firms mostly due to the bureaucratic bottlenecks that abound in large companies. The changes in the landscape will open doors to more tech-centric tasks and less manpower-intensive tasks. Digital skills and other soft skills which cannot be automated will be in high demand. As people’s roles gradually evolve from the menial to the mental, start-ups which are able to leverage on disruptive technologies will be better positioned to make the most of what the future holds.

Future of Work: Cyberspace Meets the Real World

Industry 4.0 focuses on digitalizing the economy and society via a transcending of limits and the subsequent cross-sectional dissemination of information and knowledge. In the immediate future, digitalization will further breach barriers and boundaries until the point when there is an interface of the cyberspace and the real world.

This seamlessness will result in a state where there is such an abundance of data that human mental processes will be so grossly inadequate that Artificial Intelligence (A.I) will have an elevated status in the scheme of things. A lot of processes in business, technology and the social space will be run by A.I. That is the future of mankind. Some experts call this phase of man’s evolution the Fifth Industrial Revolution. Others who believe it originated in Japan call it Society 5.0.

Society 5.0 has been defined as a human-centred society that balances economic advancements with the resolution of social problems by a system that highly integrates cyberspace and physical space. Regardless of its nomenclature, mankind will live in a super smart society where objects in the real world will be enhanced by and combined with information, resulting in what is known as Cyber Physical Systems (CPS).

This nexus of increased computing power, myriad data and the potential for higher levels of analysis which A.I possesses will change the dynamics of technology, business and indeed all ramifications of human existence. At this point, automation will be imperative as it will be the only means to stay afloat in an ocean of disruptive technologies.

The Future is Now

Some manual processes are indispensable. This is probably the reason for the variation in the adoption and leveraging of automation by organizations across industries. A lot of organizations still haven’t fully appreciated the potential of automation, regardless of the glaring testimonials that abound.

How late can it get for the non-automated organization? I suppose the truth is that it is never too late. But I believe organizations should not procrastinate to join the automation train, else risk being outpaced and left behind.

Technology is so fast paced these days that it’s scary and cutting-edge technologies are so quickly supplanted by improved versions that it is difficult to stay in line with the current trends. What was cutting edge a while ago becomes out-dated quite quickly. It is therefore imperative for organizations to focus on the outcomes they desire as they join the automation journey, rather than on the outputs from technology. This way it can be managed realistically and more effectively.

Raymond Devadass
22 January 2019

Waqas B. Moghal is the Director of Business Transformation & Advisory at Daythree. He leads the Group’s advisory and transformation initiatives, working closely with organisations to enhance service delivery and operational performance through strategic business process solutions.

Waqas brings over two decades of global experience across Asia Pacific, Europe, and the United States. A distinguished customer experience consultant and certified COPC expert, he combines deep industry knowledge with a strong academic foundation in Software Engineering and MBA studies. Throughout his career, he has guided leading organisations through complex transformation programmes, delivering measurable improvements in operational efficiency and customer engagement.

At Daythree, Waqas focuses on helping organisations reimagine service delivery by integrating strategy, technology, and operational excellence. His work supports clients in strengthening business performance, improving customer interactions, and achieving sustainable growth in an increasingly digital landscape.

Justin Leong is the Director of Corporate Affairs & Strategic Growth at Daythree. He leads the Group’s corporate affairs and growth strategy, shaping the organisation’s positioning as a digital-first business process services provider while strengthening partnerships and market presence.

Justin brings over eight years of cross-sector experience spanning corporate finance, capital markets, business strategy, and technology-driven industries. With hands-on involvement in mergers and acquisitions as well as initial public offerings, he combines financial discipline with strategic insight and operational perspective to guide structured planning, stakeholder alignment, and data-driven decision making.

At Daythree, Justin focuses on advancing the Group’s strategic growth initiatives, including the development of its technology ecosystem. He works closely with global technology providers, cloud platforms, and enterprise solution partners to expand the company’s digital capabilities and enhance its go-to-market offerings. His work supports the organisation’s regional expansion across Asia-Pacific while reinforcing its role as a trusted partner for digital transformation.

Chiew is the Chief Digital Officer at Daythree. He leads the organization’s digital strategy by integrating cutting-edge technology into business processes, delivering insight-driven and innovative solutions.

With over 20 years of experience in strategic management and digital transformation, Chiew has a rich professional background. He began his career pioneering digital imagery and 3D animation for Malaysian TV game shows and marketing campaigns for large MNCs and GLCs. He has extensive expertise in CX Lifecycle Management, having set up a CX delivery center with over 900 FTEs for a regional telecom organization and achieving targeted CSAT scores for 23 consecutive months.

At Daythree, Chiew established the Travel, Leisure, and Hospitality CX delivery center. He subsequently lead the Digital Transformation team and founded Daythree’s RPA Centre of Excellence — setting up one of Malaysia’s largest RPA bot farms. Recognized as “Best Digital Transformation Leader” from 2019 to 2021, Chiew’s forward-looking vision and dedication to process automation and blockchain promise a bright future for Daythree.

Raymond is the visionary Founder & CEO of Daythree, specializing in strategic management and digital transformation. With a Master of Business Administration in Strategy & Planning and Chartered Accountant credentials, Raymond’s leadership has earned him accolades such as ‘Best Thought Leader’ in 2017 and 2019, and the Technopreneur Excellence Award in 2023.

As President of the Contact Centre Association of Malaysia (2019-2023), he spearheaded constitutional reforms and strengthened governance, enhancing the association’s prominence and fostering robust industry relationships. He also led the publication of Malaysia’s Global Business Services (GBS) Strategy Report for 2022-2027, reinforcing Daythree’s thought leadership.

Raymond’s strategic direction culminated in taking the company public in 2023, marking a significant milestone. Raymond envisions a future where Daythree continues to drive innovation and deliver exceptional value through cutting-edge process automation solutions, solidifying its position as a leader in the global business services landscape.

Saarva is the Head of Information Technology at Daythree. Since joining, he has excelled in the IT and Infrastructure sector, leveraging his extensive experience with various product principals and vendors to enhance Daythree’s operations.

He skillfully balances operational efficiency, cost optimization, and vendor selection while planning and executing large-scale projects with seamless precision. His key role involves maintaining frameworks that ensure the highest standards of availability and resiliency, consistently surpassing SLAs and SLGs with clients.

Saarva enforces Information Security policies across all infrastructure setups, aligning with ISO and PCI-DSS frameworks. A keen follower of technological advancements, he implements appropriate tech frameworks for each Line of Business. His efforts have secured certifications like ISO 9001, ISO 27001, PCI-DSS and SOC 2 (Type 2), elevating Daythree’s industry stature. With a vision to position Daythree as a leader in global business services, he actively pursues this goal with unwavering determination.

Calvin Chan, Director of Sales & Growth Initiatives, brings over 20 years of expertise in Sales & Account Management, with a focus on accelerating business growth in the APAC outsourcing sector. Calvin has orchestrated successful market entries into key APAC markets, including Japan, China, Thailand, and the Philippines. His strategic prowess in crafting compelling value propositions expanded market presence and secured major global contracts, solidifying his company’s leadership in the region.

Under Calvin’s leadership, his APAC operations experienced exponential growth, expanding from 600+ to over 3,000 employees within five (5) years. His effective go-to-market strategies drove substantial increases in revenue and EBITDA, demonstrating his ability to scale operations and deliver operational excellence.

At Daythree, Calvin continues to leverage his extensive client-facing experience to drive impactful initiatives and forge strategic partnerships. He envisions Daythree as a pioneering force in the APAC market, committed to sustained growth through innovation and strategic execution.

As Senior Director of Strategy & Partnerships, Sivanesh brings over a decade of diverse expertise to propel the Group’s strategic initiatives. His career began at KPMG Malaysia, excelling across sectors like Telecommunications, Technology and Financial Services. Transitioning to a role in an investment holding company, he led growth initiatives in technical education and services, refining sustainable business development skills.

Sivanesh is a Chartered Accountants (ACCA) and holds a qualification in Mergers & Acquisitions from Imperial College Business School, London. Beyond corporate roles, he mentors at INTI University and engages with the ACCA community, fostering innovation and leadership. Sivanesh also completed the Axiata’s Young CEO Development Program and represented Malaysia at the Global Young Leaders Conference in New York & Washington DC.

At Daythree, he drives strategic vision and corporate development, embodying expertise, global perspective, and a passion for innovation. Sivanesh is committed to advancing Daythree’s strategic goals with dedication to growth, innovation, and global impact.

Callie is the Financial Controller at Daythree. She oversees the accounting and financial matters of the Group, leveraging her extensive 15 years of experience in the accounting field. Callie holds a Bachelor of Accountancy (Honours) and is a member of both ACCA and MIA.

Callie’s career began at KPMG Malaysia, where she conducted audits for various private and public companies. She subsequently joined as an Internal Auditor for company specializing in water filtration and sanitization equipment, ensuring compliance with financial, operational, and regulatory objectives., She transitioned to a multinational finance shared service hub as a Management Accountant, and subsequently served as Head of Group Finance and Accounting at an investment and capital advisory firm.

At Daythree, Callie has streamlined financial operations and improved reporting accuracy, which has been instrumental in bolstering the Group’s growth and stability. She is committed to fostering financial innovation and excellence, aiming to propel Daythree forward as a leader in digital transformation.

Charan is the Chief Operations Officer at Daythree, where she oversees strategic client partnerships and operational excellence. With over 20 years of experience in the CX industry, she employs an insights-based, outcome-driven approach to enhance client success.

Charan began her career in sales in 1999 and transitioned to the CX industry in 2002. She has held various roles, from front desk executive to business analyst, eventually taking on leadership positions that involved managing large teams and complex CX operations in the financial services and telecommunications sectors. Her notable contributions include significant achievements in operational efficiency and team performance.

At Daythree, Charan has successfully expanded her team and strengthened operational capabilities, earning recognition for the company’s growth and innovation. She is a COPC Certified Customer Experience Performance Leader and serves as an active Executive Committee member of the Contact Centre Association of Malaysia, where she shares her expertise with industry peers. Charan’s visionary leadership continues to drive Daythree’s strategic initiatives, positioning the company for sustainable future growth and enhanced market competitiveness.

Shifting Gears: Move-Up or Move-Out

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