CUSTOMERS’ NEEDS

IN THE NEW NORM

- Information Sharing & Customer
Experiences
Professor Dr. Huda Hj Ibrahim
Assistant Vice Chancellor UUMCAS
Dean School of Computing
Universiti Utara Malaysia
huda753@uum.edu.my
 WELCOME TO

UNIVERSITI UTARA MALAYSIA

THE EMINENT MANAGEMENT UNIVERSITY
Universiti Utara Malaysia

UUM Campus
• The Sixth Public University , established on 16 February 1984.
• Corporatized on 23 April 1998.
• Size 1061 hectars 4
ABOUT UUM: Brief Facts
• 3 major colleges: UUM COB; UUM CAS; and UUM COLGIS
• Total academic and administrative staff: 2963
• Total staff Phd = 78%
• Total number of students: 31992
• Produced more than 103,152 graduates which include 15,000
international graduates
 The Attack of COVID 19
• Total country affected:216
• Total cases: 13701961
• Total death: 587063
• Total recovery: 8036529

Resource:
Newswav, 16 July 2020
TRENDS BY COUNTRIES

c
Customer-based
approach

Safe retailing

Smart partnership

Automation
adoption
The 2020 Movement Control Order- in Malaysia
(under the Prevention and Control of Infectious Diseases Act 1988 and the Police Act 1967)

• 18th March  1st MCO action

• 25th March  1st extension of MCO till 14th April
• 10th April  2nd extension of MCO till 28th April
• 23th April  3rd extension of MCO till 12th May
• 4th May  Conditional MCO (CMCO) till 9th June
• 7th June  Recovery MCO (RMCO) till 31st August
Technology advancement
Life style transformation

Economy reformation

Healthcare upgraded

Communication reshaped
Information Sharing & E-Commerce
• Information sharing plays a crucial role in improving the
performance of supply chains (SCs) (Ganesh et al.,
2014; Trkman et al., 2010; Lee and Whang, 2000).
• Customers need clear information about product,
services
• Companies need clear information sharing policies and a
proactive approach to sharing information
• Information is usually shared by individuals/humans who
have access to different information technology (IT)
infrastructure capabilities to facilitate this sharing.
Importance of Information Sharing
• Information sharing is crucial to many businesses, helping to promptly
meet customer and client needs through customer relationship
systems which share information about products and services and
improve access to their customers.

• Information sharing has also allowed easy availability of credit history

details, which helps consumers access more services.
Challenges of Information Sharing
• Social in nature like trust and motivation (e.g. Moramarco et al.,
2013; Romano and Formentini, 2013; Hofer et al., 2012)

• Technical in nature like the IT infrastructure capability used for

information sharing.

• Through information sharing, information on customer experiences

(CX) can be gathered, shared, analysed, and used for future business
planning (predictive analysis).
 Secured Shopping Environment (e-Commerce)

Existing and
Fast, relevant,
reliable, full,
Customers new technologies as
tools to search ,
information of order,
product or receive, deliver
Services ????? product or
services ????
Suppliers
‘Customer Experiences’
7 ways the customer experience mindset has been impacted on an individual and societal level by
COVID-19.
Conclusions
• Customer needs

• Information sharing

• Customer experiences

• Research opportunities

THANK YOU