Tune Talk Partners with Havas to Redefine Customer Experience in Malaysia

Tune Talk, Malaysia’s fastest‑growing cloud-native mobile prepaid service provider, has partnered with Havas to elevate its customer experience and strengthen engagement across its website and mobile app in Malaysia.

The partnership brings together Havas Malaysia’s local market expertise with the specialised CX capabilities embedded within the Havas Village—combining strategic insight, experience design, and data-driven optimisation to support Tune Talk’s digital transformation and deliver a more seamless, intuitive digital telco experience.

As a key pillar of Tune Talk’s ongoing growth strategy, the initiative focuses on strengthening conversion performance, improving customer retention, and transforming the brand’s digital ecosystem into a frictionless, user-centred journey. Through a combination of UX/UI optimisation, comprehensive user research, and actionable insights, the partnership aims to align Tune Talk’s digital touchpoints with evolving customer expectations.

In an increasingly competitive telecom landscape, growth depends on removing friction. By combining deep UI/UX audits with quantitative and qualitative customer insight, Tune Talk is closing the gap between current digital performance and evolving user expectations.

The initiative focuses on Tune Talk’s new and active subscribers who use digital channels for everyday transactions and service interactions, with additional input from dealers to provide a complete view of the end-to-end user journey.

Delivered through a 12-week, outcome-driven sprint methodology, the engagement includes stakeholder workshops, usability audits, and in-depth user research. Insights will be consolidated into a prioritised roadmap to drive targeted UX/UI improvements and performance gains..

Gurtaj Singh Padda, Co-founder & CEO, Tune Talk, shared, “ 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, Havas CX said, “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 Havas Malaysia added, “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.”

This collaboration marks an important step in strengthening Malaysia’s digital telco landscape, with both organisations committed to driving innovation and creating long-term value for customers.