D'Nemo: Interview with ZTE’s SVP Global Customer Service Xu Huijun

DiGi recently concluded a very important discussion with ZTE to plan and set the tone for the rest of its modernization exercise. The outcome was the introduction of a new operating model which includes a refreshed commercial agreement that clearly defines roles and responsibilities, and outlines risk ownership and accountabilities for both parties.

Today there are around 760 ZTE employees working hand-in-hand with DiGizens to deliver on our network modernization targets. Leading the charge here in Malaysia is Xu Huijun, ZTE’s SVP Global Customer Service. Read what he has to say about the evolving industry landscape and our collaboration:

Q: What are your views on the internet and the telco industry landscape as a whole in Malaysia?

A: Although the mobile industry is saturated, it still has potential to grow. This is fueled by the increase in mobile usage particularly mobile internet as more customers realize its potential. As more jump on the bandwagon there is a need for operators to work even harder to deliver good quality experience to customers.

It is encouraging to see healthy competition amongst operators here in Malaysia where each of the key players has equal opportunity to continue growing its business.

Q: Tell us more about DiGi’s partnership with ZTE?

A: We started our partnership in 2011 covering deployment of the radio access network, core network, 2G/3G roll-out, network operations, VAS, to name a few. It has been a big learning curve for us and I believe together with DiGi, we have made good progress, particularly now that we have reviewed and agreed on a refreshed way of work to deliver on our joint targets. With the right foundation in place and the right focus, I am confident we can deliver a better quality network and customer experience.

Q: How has the working level cooperation been?

A: I have to admit that it has not been without its fair share of challenges. There is the inevitable differences being two distinct companies; cultural and language differences for example. It took us more time than we expected to integrate, develop trust and to find a common ground on expectations and deliverables. By establishing mutual trust and respect in each other’s professionalism and performance over time, we are able to communicate and work together more effectively today. 

Q: What is your message to DiGizens on the "New Network" ZTE is delivering to DiGi?

A: We can do it if we work together as one. DiGi is our main partner here in Malaysia and we want to assure you that we will do whatever it takes to ensure we achieve the goals that we have set for ourselves. I have seen a much improved working relationship now and hope DiGizens will continue to lend us their support. We are confident that upon completion of the network modernization exercise, the DiGi network will be the most advanced and best network in Malaysia.

About DiGi

DiGi is a leading mobile communications company in Malaysia providing a comprehensive range of affordable, convenient and easy to use wireless services to simplify and enrich the lives of its customers. The company creates value for its customers by selecting the most appropriate cutting edge technology so that they benefit from products and services that give them choice, convenience and control.