Photo: Tech in Asia
During the Tech in Asia Conference 2024 this year, Grab’s chief technology officer Suthen Thomas discusses the company’s journey and its customer-centric approach towards technology adoption.
He highlights that it is key to identify solutions that solve customer problems rather than be swayed by the allure of new technologies.
Video: Tech in Asia
“Find interesting and challenging customer problems to solve, but solve it with the most boring technical solution possible,” he says.
“And this is a bit counterintuitive, sometimes you can get really sucked into using the latest and greatest buzzword-compliant technology but that doesn’t always add value to the customer,” he adds.
The use of AI and machine learning at Grab is not just about staying ahead in the tech race, but about enhancing the user experience and providing effective solutions. From predicting ETAs to ensuring safety, AI has been instrumental in making Grab’s services more efficient and reliable.
“We need to be careful to not fall in love with the technology without considering what customer problem it is trying to solve,” says Suthen.
Watch the full clip to dive deeper into these insights.
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GrabFood delivery-partner, Thailand
GrabFood delivery-partner, Thailand
COVID-19 has dealt an unprecedented blow to the tourism industry, affecting the livelihoods of millions of workers. One of them was Komsan, an assistant chef in a luxury hotel based in the Srinakarin area.
As the number of tourists at the hotel plunged, he decided to sign up as a GrabFood delivery-partner to earn an alternative income. Soon after, the hotel ceased operations.
Komsan has viewed this change through an optimistic lens, calling it the perfect opportunity for him to embark on a fresh journey after his previous job. Aside from GrabFood deliveries, he now also picks up GrabExpress jobs. It can get tiring, having to shuttle between different locations, but Komsan finds it exciting. And mostly, he’s glad to get his income back on track.