Adyen's latest Retail Index found that 74% of Malaysian consumers now use AI while shopping, up more than 50% from last year, yet more than half remain uncomfortable letting AI complete a purchase for them. Lee Soon Yean joins us to unpack how retailers can prepare for this shift in consumer behaviour and maintain customer trust in an increasingly AI-driven shopping journey.

Adyen's latest Retail Index found that 74% of Malaysian consumers now use AI while shopping, up more than 50% from last year, yet more than half remain uncomfortable letting AI complete a purchase for them. Lee Soon Yean joins us to unpack how retailers can prepare for this shift in consumer behaviour and maintain customer trust in an increasingly AI-driven shopping journey.

Helping you navigate the ever-changing universe of business, from headlines to the bottom line

Helping you navigate the ever-changing universe of business, from headlines to the bottom line

Enterprise Explores

AI Is Here. Are Retailers Ready?

Malaysia has held the top spot on the Global Islamic Economy Indicator for 12 straight years, and other countries are now racing to build sectors of their own. MATRADE’s S. Jai Shankar joins us to talk about how Malaysia built its lead through platforms like MIHAS, and what it will take to maintain the country's position as competition grows. MIHAS 2026 runs from September 23 to 26, with a RM5 billion trade target.

Malaysia has held the top spot on the Global Islamic Economy Indicator for 12 straight years, and other countries are now racing to build sectors of their own. MATRADE’s S. Jai Shankar joins us to talk about how Malaysia built its lead through platforms like MIHAS, and what it will take to maintain the country's position as competition grows. MIHAS 2026 runs from September 23 to 26, with a RM5 billion trade target.

From Malaysia to the World: Malaysia's Halal Playbook

Geeva Samynathan, Founder, Principal Trainer and Behavioral Strength Coach at ECTAA, and co-author of Social Sensitivity in the Changing Workplace, tells us social sensitivity actually means and how it differs from empathy or emotional intelligence. 

We get into how to give direct feedback without losing the message, whether psychological safety and accountability can coexist, and how managers in Malaysia's multigenerational, multicultural workplaces can adapt without falling into stereotypes.

Geeva Samynathan, Founder, Principal Trainer and Behavioral Strength Coach at ECTAA, and co-author of Social Sensitivity in the Changing Workplace, tells us social sensitivity actually means and how it differs from empathy or emotional intelligence.&nbsp;We get into how to give direct feedback without losing the message, whether psychological safety and accountability can coexist, and how managers in Malaysia's multigenerational, multicultural workplaces can adapt without falling into stereotypes.

Sensitivity, Accountability, and the Modern Manager

More businesses are letting AI make decisions that directly affect customers, including how they handle complaints. But does a bot apology land the same way as a person's?

Alexander Eng, Associate Professor at Asia School of Business, tells us what an effective AI-powered complaints system should actually look like, from giving customers a real channel to flag or push back on a decision, to the mistake recognition and acknowledgements that customers want to hear. 

More businesses are letting AI make decisions that directly affect customers, including how they handle complaints. But does a bot apology land the same way as a person's?Alexander Eng, Associate Professor at Asia School of Business, tells us what an effective AI-powered complaints system should actually look like, from giving customers a real channel to flag or push back on a decision, to the mistake recognition and acknowledgements that customers want to hear.&nbsp;

AI Is Here. Are Retailers Ready?

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