Context & Challenge

In today’s hyperconnected market, enterprises are challenged to deliver seamless, omnichannel customer experiences while navigating rapid digital transformation. Telin, through its innovation arm Telin PRO, sought to engage leaders and decision-makers with fresh perspectives on design thinking, omnichannel engagement, and solution prototyping.

The core challenge was how to equip participants with practical tools and methods to turn customer experience (CX) challenges into actionable solutions, and how to move from ideas to implementation in a way that is structured, repeatable, and human-centered.

Approach 

Savant Degrees partnered with Telin PRO to design and facilitate a series of hands-on design thinking workshops across Bali, Singapore, and Jakarta, with Meta supporting as a host venue for select sessions. Using the Working Backwards methodology, the workshops were structured into four progressive stages that built toward actionable solutions.

Participants first explored trends in omnichannel, chat-based engagement and learned how Telin PRO’s CPaaS solutions can enable seamless transformation. They then examined design transformation and CX through the three pillars of digital transformation—People, Platform, and Process—highlighting how MVP creation, strong design, and structured delivery processes can drive business growth.

Next, teams built personas using the Four Quadrants (Facts, Goals, Pains, Behaviors) and translated these insights into hypotheses to uncover unmet customer needs. Finally, participants moved into solutioning by applying customer journey mapping and a problem canvas to connect pain points with solution opportunities, before brainstorming and prototyping omnichannel concepts aligned to Telin PRO’s offerings.

Outcome

The workshops produced tangible innovation outputs, including multiple personas that reflected real customer segments with clear goals, pains, and behaviors, as well as problem canvases that mapped customer challenges and opportunities.

Teams also developed customer journey canvases that highlighted key touchpoints and pain points in current CX flows, and created solution frameworks that positioned Telin PRO’s omnichannel capabilities as core enablers. Participants left with not only a set of solution ideas, but also a repeatable innovation process they could apply within their own organizations.

The sessions reinforced Telin PRO’s positioning as a digital transformation partner driving CX innovation across Southeast Asia, and by running workshops in Bali, Singapore, and Jakarta, Telin PRO Insights demonstrated its ability to support enterprises across multiple regional hubs while building stronger connections with leaders across industries.