Kuala Lumpur, Malaysia – Tune Talk has partnered with Havas to enhance its customer experience and strengthen engagement across its digital platforms in Malaysia, as part of the mobile service provider’s broader growth strategy.
The collaboration will combine Havas Malaysia’s local market expertise with customer experience (CX) capabilities within the Havas Village network. The partnership aims to support Tune Talk’s ongoing digital transformation by improving the usability and performance of its website and mobile app.
The initiative is designed to help Tune Talk strengthen conversion rates, improve customer retention, and create a more seamless digital journey for users. Efforts will focus on UX and UI optimisation, supported by user research and data-driven insights to better align the company’s digital platforms with evolving customer expectations.
Operating in a competitive telecommunications market, the programme will examine how customers interact with Tune Talk’s digital channels for everyday transactions and service interactions. The process will also incorporate feedback from dealers to provide a broader perspective on the end-to-end user journey.
The engagement will be delivered through a 12-week sprint methodology that includes stakeholder workshops, usability audits, and in-depth user research. Findings from the process will be compiled into a prioritised roadmap intended to guide UX and UI improvements and support overall digital performance.
Gurtaj Singh Padda, co-founder and CEO of Tune Talk, said, “ As we evolve into a Mobile Network Operator, we are focused on building a future-ready brand that doesn’t just keep up but stays ahead for our customers. Speed and intuition are everything in our digital transformation, and partnering with the Havas team allows us to combine our cloud-native agility with data-driven insights that truly puts the user first. Our goal has always been to deliver exceptional value, and this collaboration fuels our vision of a modern, agile, and customer-powered ecosystem.”
Deepali Saini, global chief experience design officer at Havas CX, said the project is based on understanding how customers interact with the brand’s services in practice.
“This engagement is grounded in the reality of how customers actually interact with Tune Talk every day. Our team has been deeply involved across research, audits, and design sprints, working closely with Tune Talk to uncover friction points and translate real user behaviour into clear, actionable priorities.
The focus has been on creating impact where it matters most—simplifying journeys, improving usability, and building a digital experience that feels intuitive, relevant, and built for scale.”
Nizwani Shahar, CEO of Havas Malaysia, added that the project reflects the agency network’s integrated approach.
“This engagement highlights how we bring different capabilities together through the Havas Village model. With CX embedded within Havas Malaysia’s broader offering, we’re able to combine local market understanding with experience-led thinking to deliver work that supports both business objectives and customer needs.”
The collaboration marks a step in Tune Talk’s efforts to enhance its digital telco offering while supporting innovation and customer experience improvements in Malaysia’s telecommunications sector.
![[Statement] AirAsia Ph June 4 2026](https://marketech-apac.com/wp-content/uploads/2026/06/Statement-AirAsia-Ph-June-4-2026.jpg)