DigiBuzz by DigicelBusiness

APRIL 2022

The New Technology and Travel Revolution

CYBERSECURITY A prescription for life

AC HOTEL BY MARRIOTT

Increasing human interaction with tech DIGIBUZZ POWERED BY DIGICEL BUSINESS

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WHAT’S INSIDE PG. 4 A NOTE FROM OUR TEAM

PG. 6 AC HOTEL BY MARRIOTT Increasing Human Interaction With Tech

PG. 7 TRODDING WITH ISLAND ROUTES PG. 8 DIGICEL BUSINESS HELPS MORE FIRMS DETER CYBER THREATS PG. 9 MEDICAL DISPOSABLES & SUPPLIES FEATURE: CYBERSECURITY A prescription for life

PG. 10

THE NEW TECHNOLOGY AND TRAVEL REVOLUTION PG. 15 SPOTLIGHT - NASTASIA SHIELDS

PG. 18 REINTRODUCING JOY CLARK PG. 19 OUT AND ABOUT

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A NOTE FROM OUR TEAM Hello Everyone! Welcome to another edition of DigiBuzz magazine. As I write this, there are strong indications of resurgence to robust economic activity and a widening of business opportunities as a result. We too are confident that this trend will continue, even while we continue to take the necessary precautions to stay safe. It is for these reasons why I am particularly excited to share this edition with you. As you turn the pages, we hope that you too will see the opportunities that are unfolding as businesses apply change and learning mechanisms that enable them to take full advantage of new technologies. Have a great read, and remember to share your feedback with me or any member of our Digicel Business team.

Jabbor Kayumov Chief Executive Officer Digicel Jamaica jabbor@digicelgroup.com

As we welcome you to our second edition, I want to thank you for your positive feedback to our first publication. DigiBuzz is an engaging digital magazine that doesn’t just keep you updated on developments in the world of business technology; supporting our customers’ entrepreneurial journey is at the centre of what we do. We celebrate the success of our customers, and we are proud of the strides they have made despite pandemic headwinds. For this reason, I was glad to finally have the opportunity to meet again in person with many of you at our Cybersecurity Summit in Montego Bay. It was an important collaboration that enabled us to continue our conversations about digital transformation with a robust cybersecurity architecture at the heart of it. I hope that this issue—which moves from telling you more about our Symptai Consulting acquisition, to a thought-provoking piece on tech in tourism, to downtime on the golf course and in the kitchen with our clients— helps to get you feeling more confident about a brighter future for business. I’d love to hear from you about this edition, and I hope that, as a reader, you will also consider joining us a contributor in the near future.

Darragh Fitzgerald Selby General Manager Digicel Business Solutions

darragh.fitzgeraldselby@digicelgroup.com

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Getting to know our clients:

AC HOTEL BY MARRIOTT Increasing human interaction with tech

DigiBuzz (DB): What differentiates the AC Hotel from others in the industry? AC HOTEL (AC): At AC Hotel Kingston, every moment has been designed, refined, crafted, and considered to create an elegant and unobtrusive guest experience that lets guests maximize enjoyment and efficiency. Each AC Hotel features purposefully designed signature spaces that strike the perfect balance of form and function. Our contemporary, collaborative spaces have all been designed with maximum comfort and function in mind.

Shellie-Ann Norton

Director of Sales and Marketing, AC Hotels

DB: What kind guest experience do you leverage technology to achieve? AC: At AC Hotel Kingston, we believe technology should increase human interaction, and not replace it. This was the guiding principle behind the development of the Kallpod, our wireless service buttons, provided in meetings spaces. Our Kallpods allow us to provide intentional service to our discerning guests by being there when we are needed, and not intruding on their harmonious space when they don’t. AC’s Kallpod system helps empower people through better communication by

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improving staff-to-staff communication, as well as guestto-staff communication. This is a small innovation, but it completely changes the collaborative environments at AC Hotel Kingston. Visitors can focus on their work or a conversation instead of having to look around to grab someone’s attention. It also allows people to enjoy the space and work in the space without feeling hassled about having to order more food and coffee DB: Why do you think customers keep coming back to AC? AC: AC Hotel Kingston has disrupted the city’s service space and solidified its position as a leader in the category. We are recognised as a sophisticated, curated, creative leader within the overall hospitality industry. Throughout our growth, we have created a frictionless experience to meet the needs of its guests, providing them with everything they need and nothing they don’t. At the center of the AC experience is the AC guest room, purposely designed so travelers can use the space in whatever way they see fit. Our rooms were designed to maximize a sense of openness with plenty of free surfaces to place luggage or pull up a chair and work. Guest rooms offer simple, modern design with sleek furnishings, open closet system and hardwood floors. DB: How do you see the future of the guest experience in terms of technology? AC: Our Kallpods are redefining the guest experience of the future – they ultimately provide faster service and increased guest interaction as an additional engagement point, especially in less visible areas and during meetings. Technology provides an opportunity for us to enchance our service, and allows associates to work more efficiently, while providing quicker, better service to guests.

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Digicel Business helps more firms deter Cyber Threats With more local public and private sector firms experiencing unprecedented levels of data breaches, Digicel Business has stepped up its threat intelligence and detection capabilities to address new advanced hacking methods. Having strengthened its all-in-one threat protection platforms to neutralise external threats, along with the recent acquisition of leading cybersecurity firm, Symptai Consulting, Digicel Business is now on a drive to help more firms eliminate operational vulnerabilities, secure data, and protect digital resources. Making the disclosure at the Medical Disposables and Supplies Limited annual continuing education seminar for pharmacists on Sunday, January 24, 2022, Commercial Director for Digicel Business, Ative Ennis, commented, “Cybersecurity is no longer an IT concern, it is a boardroom problem. Senior executives and board members now have a greater responsibility to prevent data breaches so as to avoid long-lasting reputational damage, revenue loss and erosion of shareholder equity.” With this in mind, Ennis also pointed to the need to offer the right level of cyber-protection for the

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pharmaceutical industry in light of recent advancements: integration of digital technology into the supply chain, inventory management, administrative, customer and healthcare provider relationships. Labelling unauthorised access to company data, “the new cyber-terrorism threat”, Ennis says firms must fast-track their state of readiness by developing a cyber-security ecosystem that will insulate our major systems from external attacks - beginning with a data security audit. He sees the Symptai Consulting acquisition as a key to extending Digicel Business’ capabilities to implement proactive threat detection and data protection systems for firms of all sizes. Over the past two years, Digicel Business has been investing heavily in building out a world-class Security Operations Centre, staffed by some of the best cybersecurity experts in the industry - many of whom have years of experience working in counterintelligence. The Centre configured to support business customers with preparing for, and responding to, the most sophisticated cyber-threats.

CYBERSECURITY A PRESCRIPTION FOR LIFE

Medical Disposables & Supplies Limited (MDS)

“Cybersecurity is no longer an IT concern, it is a boardroom problem. Senior executives and board members now have a greater responsibility to prevent data breaches so as to avoid long-lasting reputational damage, revenue loss and erosion of shareholder equity.” then Commercial Director for Digicel Business, Ative Ennis, at the Medical Disposables and Supplies Limited annual continuing education seminar for pharmacists on Sunday, January 24, 2022, Ennis’ sobering and thought-provoking presentation to the team of pharmacists strengthened the importance of empowering more local public and private sector firms to push back at the unprecedented levels of data breaches as they move deeper into digital. By assuring pharmacists that Digicel Business has stepped up its threat intelligence and detection capabilities to address

new advanced hacking methods, he indirectly provided protection for the health and wellbeing of all. The relationship between pharmacists and their customers has always been one that’s built on trust, making Digicel Business/Symptai Consulting acquisition one that will offer the right level of trusted cyberprotection for the pharmaceutical industry, especially in light of recent advancements in the integration of digital technology into the supply chain, inventory management, administrative, customer and healthcare provider relations. Digicel Business congratulates Medical Disposables and Supplies Limited for its efforts in leveraging the use of safe, secure technologies to enhance the patient/ pharmacist experience.

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The New Technology and Travel Revolution Technological advances have changed the way we travel, and these new developments promise an even more interactive and exciting experience. Do you want to know what it has in store for us in the not-too-distant future?

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image: Freepik.com

Today, nobody doubts that technology and travel are the perfect combination. This joint force also plays a crucial role in the way we travel: from the vacation destination we choose, all the way to what we do once we’re there and even in the time after we’ve come back from our adventure. It is so prevalent, that according to a Google Travel study, 74% of travelers plan their trips on the Internet, while only 13% still use travel agencies to prepare them. Millennials have also played a significant role in this paradigm shift. They love to travel and are also passionate about new technology. This combined interest has given way to a new context where social media, apps, blogs, and so more have an important part to play when it’s time to plan a trip. By that same token, the industry, as it becomes increasingly aware of this trend, has followed suit by adapting its business model and product offering to attract this coveted target. Who hasn’t gone somewhere just because Ryanair was offering round-trip tickets for €30? If we merely feel like going somewhere, we go online and look for what the budget airlines are providing, we see what destination will be the cheapest, and voilà, let’s go! This scenario, so ubiquitous today, was unthinkable some years ago.

Trends and updates in travel and tech

As we mentioned in our tourism trends report, the industry is in the midst of a deep metamorphosis. There are many mitigating factors but the new technological solutions coming about are some of the main actors. Eurecat Tourism Innovation Department Director, Salvador Anton Clavé, commented during the Forum TurisTIC de Barcelona event that “the change goes beyond improving processes or the tourist experience; it entails transforming the tourism system itself.” We’re participating in

making improvements to processes, customer service, relationships with customers, and the creation of new business models. All this naturally leads to benefits for the traveler, letting them simplify, and often enrich, the travel planning process. Booking.com Senior Vice President and Chief Marketing Officer Arjan Dijk recently echoed similar sentiments and stated that “in this new decade, we’ll see how the travel industry tries to respond to the needs of a type of a traveler more concerned with sustainability, and with more tech knowledge or curiosity, through developing products, functions, and services make discovering the world easier for all.” Next, we’ll take a look at some of the technological advances currently leaving their mark on the industry and will, according to various studies, bring significant short-term changes to the sector. The seven most important tech solutions for the tourism industry:

Mobile Technology

This is undoubtedly the main character in the new ways of travel. The cell phone has become our tour guide, travel agency, best restaurant locator, map, and more. It’s by our side during the entire purchase journey. In fact, according to TripAdvisor, 45% of users use their smartphone for everything having to do with their vacations. This is why there’s a need to adapt corporate services and communications to these devices. KLM, for example, has already created an information service for passengers using Facebook Messenger. This system, once someone has made a reservation, sends the user information regarding their ticket through Facebook Messenger as well as their boarding pass or updates about the status of their flight. This way the user has all the pertinent

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information about their trip in the palm of their hand using an app that they already use, eliminating the need to download anything else.

Augmented Reality

Augmented reality (AR) and virtual reality (VR) have also entered the travel world, and the truth is that it’s a trend due to all the possibilities they can offer. More and more companies use it to show users a cabin on a cruise ship or transport them, for a few seconds, to the Great Wall of China. Today, it’s possible to “teleport” ourselves to the most remote corners of the globe without getting off the couch. That’s what you can get using Everest’s EVEREST VR app, which lets you see the top of the world without having to climb to the top. Or, if you would prefer, you can cross the Grand Canyon in a kayak enjoying the landmark’s sights and sounds.

Internet of Things (IoT)

The Internet of Things (IoT) promises to bring significant updates to the tourism industry. They include integrating sensors connected to the Internet inside items like cars, suitcases, buildings, and more. In fact, Spain’s Hotel Technology Institute (Instituto Tecnológico Hotelero, or ITH) affirmed that the Internet of Things “is going to be the major transformative factor in the personalisation of the customer experience over the next few years.” Some Virgin Hotel properties offer an app to their clients that lets them interact with the room’s thermostat or control the television in the room. There are also suitcases that have devices that allow users to use their cell phones to follow where their suitcase is at any time to avoid lost baggage at the airport or other public places.

Virtual Assistants

We’re all familiar with Siri and Alexa, the virtual assistants that meet all our needs: what’s the weather like today in my city, turn the radio on, open my email, and more. Hotels are now starting to enlist this “help” thanks to the arrival of virtual assistants that are specifically

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designed for this environment. IBM recently launched Watson Assistant, an AI-powered virtual assistant that creates an interactive and personalized experience for consumers. This is the open technology that firms can employ and adapt to their needs. This way, the virtual assistant won’t be called Watson but instead, have the name that the hotel chooses.

Big Data

This has been one of the biggest buzzwords in hospitality. Already, Big Data is showing vast opportunities for enhancing guest experiences and generating additional revenue for hotels and attractions. By mining of massive data sets to learn about guests’ changing preferences, firms can more effectively target their sales and marketing efforts. The Meliá hotel chain uses information about their guests to figure out what is the best target for marketing campaigns. Primarily, they examine their database to look at the amount spent, the reason for the trip, the country of origin and cross-checks this information with public data from government sources to develop the most appropriate customer profile and achieve a higher success rate. This way, they make a better segmentation for their campaigns to increase their efficacy and optimise the investment required for these campaigns.

Blockchain Blockchain is a technology poised to transform the world as we know it. Although it’s mainly associated with finance, it also appears that it can impact travel. While there has not been that much experimentation with it, it is possible that it will be useful in identifying passengers at the airport, guaranteeing transparency in tourists’ opinions, and easy and secure payments.

Travel technology becomes all the more powerful with help from 5G networks. They promise much faster loading and downloading speeds, wider coverage, and more stable connections. Beyond downloading content 20 times faster than before, 5G allows us to develop and deploy technology that 4G limited us. That means the connection between smart devices will be more

efficient and we’ll be able to start to truly enjoy the Internet of Things (IoT). The immersive tourist experience will be a reality. Plus, AR or 360° video will be more ubiquitous and accessible.

The BBC ran a test project that used 5G and an AR application at the Roman Baths in Bath, England where users could go back in time to reconstructions of the site in key moments throughout history. The video below shows the pilot testing, which saw over 80% of participants reporting they would be more willing to visit a museum if it had experiences of that calibre.

TheTechiest Eurotrip My personal experience: The techiest Eurotrip

I confess that I am one of those travelers that value the comfort that comes with mobile technology; above all in those “non-stop trips.” That’s why I want to share my experience in how technology has influenced my latest trip to Budapest, Vienna, and Krakow. Planning: Online reservations While planning my trip, I made all the hotel reservations online. I’ve been doing this for years, but this time I found myself with a different surprise: they gave me the option of downloading a free guide about every city I was going to visit. I like to look for more information about the cities I’m going too, but I also recognise that this is an Inbound tactic that motivates people to reserve using that web portal again the future.

All these reservations, for both flights and hotels, stayed inside my inbox avoiding me having to print everything out and then worry about losing anything. On the road: My cell phone, the best co-pilot Traveling with a smartphone and mobile data (thanks to the end of roaming in Europe) has been a revelation. It reminded me of all my journeys and reservations; it was there to guide me when I got lost (more than I could count) in a city, to keep me busy on long travels, or to

help me find out interesting facts about the places I was visiting. Post-Trip: Sharing is living When I come back from a trip, I always like to review the hotels, restaurants, and activities I’ve been in and done to share with others my experience and help them on their upcoming trip. I am a fan of the Internet philosophy: collaborating and sharing knowledge so everyone can find them. I did it all comfortably with my phone and on the couch at home. The travel industry is one where interaction with the consumer is becoming more critical, and the technological advances are letting corporations get closer and know their customers a bit better. Steve Jobs said: “technology is nothing. What’s important is that you have a faith in people, that they’re basically good and smart, and if you give them tools, they’ll do wonderful things with them.” We have the tools. Now the question is: what are we going to do with them?

Article Source: https://www.wearemarketing.com/blog/tourism-andtechnology-how-tech-is-revolutionizing-travel.html

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Trodding with

DUNN’S RIVER CATAMARAN CRUISE All aboard an Island Routes Catamaran Cruise for drinks, music and dancing. The DJ spins a reggae soundtrack and the crew plays host on this luxury catamaran adventure serving up snorkelling and panoramic views. As a highlight, experience the majesty of Dunn’s River Falls, one of Jamaica’s most magnificent natural treasures. Led by expert guides, you’ll join hands to form a human chain as you wind your way up the rocky slopes of this 600-foot waterfall.

MONTEGO BAY WEST COAST POWERBOAT ADVENTURE Send your hair flying in every direction and get your adrenaline pumping on this heart-racing powerboat adventure along the west coast of Jamaica’s second city, Montego Bay. Your adventure consists of a snorkelling adventure, a horseback ride on the crystal water coastline of Sandy Bay with your new trusted companion and a laid-back, island-style lunch sampling some worldfamous Jamaican Jerk Chicken among other island delicacies.

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MINI-ROUTES ‘DRIVE YOUR OWN’ ADVENTURE TO NEGRIL Buckle up and take the wheel of your own MINI Cooper during this first-of-its-kind journey along Jamaica’s beautiful north-west coast to the ‘capital of casual’, Negril! This exciting new experience puts you in the driver’s seat as you follow behind an expert island guide to local spots and famous landmarks.

REGGAE CATAMARAN AND SNORKELLING CRUISE Take the plunge as you snorkel by a nearby reef filled with exotic marine life. After snorkelling the bar will open and the music turns up! Indulge in delectable appetizers and unlimited exotic cocktails while enjoying the best panoramic views you’ll ever set your eyes on. Our final stop is packed with loads of excitement!

SPOTLIGHT Often there are persons who are critical to us achieving seemingly impossible or complicated tasks. They help with a smile here, a joke there, no complaints and are reliable beyond compare. We’re taking some time to get to know - Nastasia Shields, Revenue Assurance Manager - Corporate Sales.

DigiBuzz (DB): You started with Digicel Business as an intern and now you are the youngest member of our management team. Do you feel pressure to perform at the same level of your peers who have years of experience? Nastasia Shields (NS): It has been a wonderful journey with the Digicel Business Team so far and everyone in the department has contributed to both my personal and professional development. Even though there is some pressure to always be performing at a certain level, I also feel comfortable enough to share any of my problems with my peers because they are always there to support me. DB: Other than work experience, what were you hoping to gain from your internship? NS: When I was offered the internship I was so happy because I knew if I performed well I would be given a chance to be employed by the company. Digicel has a strong internship programme and recruitment team so when their booth was at my university’s job fair I was more than happy to sign up. I remember telling my manager that when I was given my first contract I became a proper artiste singing lyrics about how good it feels to be rewarded for my work. DB: What would you like your next professional to achievement to be? NS: I would like to become a chartered accountant so I am working towards completing my ACCA qualification. DB: What do you like most about yourself? NS: That I am always smiling. I love the joy I

feel when I am laughing and, even when I am experiencing difficulties, I smile because I believe that it offers me inner peace and strength to persevere. . DB: Share one thing that none of your coworkers know about you. AM: I have a nickname. My family and friends call me Tia. I like my nickname because whenever we have any baby in the family it is the easiest name to pronounce and I always gloat about it.

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DB: What is the most challenging and the most

rewarding thing about your job?

NS: The most challenging thing so far is trying

to manage my time to complete all of the tasks assigned. It can be difficult to create actions and keeping them organised so that as a team we are more productive and efficient. The most rewarding thing is when you have implemented a solution that will help to improve our internal processes and you can see the gratitude from the different teams and the improvement in our performance as a company. However, the thing I love the most about my job is the camaraderie between the teams. I am happiest when I have my teammates sharing jokes and having fun with each other. DB: Who/What motivates you? NS: My mother is my greatest motivator. It is

because of her hard work, love and prayers that I am able to enjoy my current success in life and she is my greatest encouragement to achieve more. Like most Jamaican mothers, every morning on the way to school she will tell me, “Only my best is good enough” and because of that I am willing to give my best in anything I do because it is a reflection of my commitment to myself to do whatever I can to the best of my ability.

DB: What advice would you give your teenage

self?

NS: Always remember your mantra: “The race

of life is full of hurdles and speed barriers that operate as challenges as we progress to the finish line but with faith, hard work and determination you can accomplish your goals.”

DB: Complete the sentence: The most important thing I learned about myself so far is…. NS: When you are humble and willing to help others you will leave behind a wonderful legacy for others to remember you by.

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REINTRODUCING

JOY CLARK Meet our Director of Corporate and Government Relations. For those of you who met her during her previous sojourn at Digicel Business Solutions, you will also know that she comes with a tremendous wealth of experience in the field. She’s also a well-established professional with an entrenched brand in corporate circles, aligned to service excellence. During her 13+ years with Digicel, Joy was recognised for her resultsoriented focus, unquestionable integrity and proficient work ethic; she also energetically served on the Digicel Foundation board. With over 30 years of sales and sales management experience under her belt, Joy has mastered the art and science of three key strategic areas: business and market development; service experience; and, client retention. After leaving Digicel in May 2017, she ventured into training, motivational speaking & mentorship in her own company EnJoy The Journey. Joy also worked as a part-time realtor with Keller Williams (Jamaica) Limited, and most recently, the Regional Sales Director at Appliance Traders Limited. We are excited to announce that Joy has rejoined the Digicel Business Solutions team, as she brings a new kind of energy and enthusiasm to how we deliver on our service promise to customers. Welcome back, Joy!

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OUT AND ABOUT

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DIGICEL BUSINESS + SYMPTAI CONSULTING

CYBERSECURITY WORKSHOP

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Social Feature DIGICEL BUSINESS + SYMPTAI CONSULTING

CYBERSECURITY WORKSHOP

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WINNING FOR CHARITY’S SAKE Our Digicel Business golfers joined over 90 corporate friends to raise $2.3 million towards noble causes at the Couples Charity Golf Tournament in January. The pristine Sandals Upton Golf and Country Club was the perfect stage for rounds of golf and conversations. Proceeds from the tournament, now in its 20th year, will go towards improving facilities at Three Hills Primary, Hamilton Mountain Basic School, and The Animal House.

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“I believe that larger companies should allocate a certain percentage of their revenues towards helping entrepreneurs, especially start-ups. And, you’re not being altruistic, you’re just being practical. The more successful businesses are, the more people they employ… they’ll have more disposable income, and they’ll buy your product. We both can benefit to a point that’s even better than the individual benefit.” Richard Pandohie CEO, Seprod Group

Digicel Business Masterclass Series

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To provide feedback and comments,please email: digicelbusinesscorporaterelations@digicelgroup.com