Interview with CXOs - The Seventh Issue
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Interview
A li b ab a Cloud
with CXOs
1 2
2021 Edition 7
www.alibabacloud.com
The Seventh Issue
CONTENT
Embrace Change And Join The 03 Alibaba Cloud Provides 26
Digitalization Journey Together Linkbynet With Comprehensive
Support For Business And IT
Cloud Computing And AI 05
Technology Flip.id Expands Due To The 32
Innovative Solutions Provided By
Strategy Transformation With 07 Alibaba Cloud
Zhang Jiaqing of HP
Words from Our Customers 35
The Future of Retail And 09 Worldwide
Consumption With Clement
Chen of Bonjour Holding
Limited
ABOUT US Digital Learning in Global
Higher Education
12
Tailored IT Solutions For DXC 17
Editor in Chief / Selina Yuan
Technologycompetition in
Editor / Stephanie Gao, Melody Li terms of both technology and
Review Editor / Kimmy Yip, Yinan Qian, Yilan operations
Zhuang, Olivia Kang, Long Li, Yukang Zhang,
Stable IT Infrastructure For 19
Claudine Hong, Marian Ma W Tech Customers
Website Planner / Pauline Li
Legal Advisor / Sebastian Zhang
Alibaba Cloud Solutions 23
Become A Key Component For
PR Advisor / Crystal Liu Rounddesk Services
Proofreading Editor / Wei Tong
A li b ab a Cloud
Embrace The Greek philosopher Heraclitus has been quoted
as saying “change is the only constant in life.” 2021
will be the year of transition, fast tracking the trend
Change And
of digitalization. In the post-pandemic era, the new
source of competitiveness includes resilience against
disruptions, agility for changing needs, innovation for
growth and talents for tomorrow.
In the various sectors ranging from retail, finance, to
Join The
education and manufacturing, enterprises are now
experiencing rapid digital transformation in most of
their operations. Alibaba Cloud, we are very exciting to
join the digital transformation journey with the industry
leaders cross the globe, by using the latest technology
to comprehensively enhance the value of enterprise IT.
Digitalization Cloud infrastructure is a critical foundation for building
resilience and digital innovation. In addition to current
75 availability zones, data centers in 24 regions, we
keep investing cloud services to local markets, even in
Journey
the pandemic situation. Adapting to changing markets,
rethinking about customer experience and exploring
new opportunities, we are here to support businesses
accelerate their digitalization journey.
As the most energetic and innovative groups in each
Together
industry, the C-suites are always thinking ahead to
embrace more digitalization capability. We invited the
following guests to share their questions, concerns,
ideas and reflections. By reading these interviews, we
hope you could have some takeaways and thoughts
on your own company’s digitalization journey. Let’s
embrace change and accelerate digitalization together
for the world. Thank you.
Selina Yuan
General Manager of Alibaba Cloud
Intelligence International
Business Unit
33 4
Alibaba Clo u d A li b ab a Cloud
Digital Acceleration for moved lectures and teaching from classrooms to the
cloud. However, the provision of online education
is a complex and challenging undertaking. Some
been growing alongside our customers across different
industries, helping them accelerate their business
development and navigate the challenges during these
Businesses organizations will need to build facilities from scratch
to enable remote learning, while others may already
have them in place but are struggling to cope with the
volatile times. Thousands of our customers in more
than 200 countries and regions, including the fastest-
growing startups, largest enterprises, and leading
extra demand from learners and staff. For lectures and government agencies, are using Alibaba Cloud to
other video-based content required in today’s learning lower costs, become more agile, and innovate faster.
environments, the quality and continued availability
More than ever, cloud computing and AI technology have been shown of the service is essential, especially when there are These benefits are also delivered globally via our
high numbers of viewers, as is the case in university partner ecosystem. Over the years, Alibaba Cloud has
to be the cornerstone for businesses seeking to be fully equipped learning. also developed a global network of partners, technology
in the digital era, especially following the COVID-19 pandemic. vendors, service providers, system integrators, ISVs
Cloud computing is playing an amazing role in dedicated to more customer value implementation and
helping education institutions to address these new achievement. Along with these leading players in the
challenges. By supporting uninterrupted connectivity, cloud industry, we are able to build a stable foundation
More than ever, cloud computing and AI technology COVID-19 is changing the landscape of the retail
creating remote working solutions, and delivering for our clients’ cloud-first strategy through a complete
have been shown to be the cornerstone for businesses industry, leading to a surge in e-commerce and
digital media content on multiple platforms with suite of Alibaba Cloud offerings and programs,
seeking to be fully equipped in the digital era, especially accelerated digital transformation. Underpinning the
low latency and high concurrency across the globe, accelerating their business transformation and helping
following the COVID-19 pandemic. new era of retail is omnichannel customer experience,
Alibaba Cloud’s online education service can enable them navigate Asia’s complex market.
digitization of commerce scenarios. Today, the
the education institutions to build cost-effective and
Enterprises across a wide range of industries are all utilization of cloud and AI technologies are redefining
secure platforms to launch and expand their business In this edition, our customers and partners from
experiencing radical transformation implementing the retail business. With these innovative technologies,
rapidly with a vision to provide the best learning various sectors, including, Internet, education, finance,
machine learning and other leading technologies industry leaders are overcoming their major challenges,
experience to the world. e-commerce, and retail, will share their growth
in most of their operations. Such transformation such as dealing with sudden traffic spikes, tracking and
5
analyzing user behaviors, safeguarding their businesses achieved together with Alibaba Cloud. By reading 6
brings new types of challenges, such as breaking
from web attacks, and interacting with their users in The examples above are a few instances of how the these success stories, you may have a glimpse into
siloed information, integrating disparate information
a quick and intelligent way. cloud revolution has become a true revolution and how businesses are reinventing themselves with cloud
sources, processing massive amounts of information,
changed the way we work, learn, and live today. For technology as an enabler.
and building advanced analytical capabilities,
helping the industry leaders tap into this new digital
on top of a highly scalable, robust, and secure cloud Education is also undergoing significant changes
age, Alibaba Cloud has made relentless efforts and has
infrastructure. under the pandemic. Educational institutions have
Alibaba Clo u d A li b ab a Cloud
Strategy Transformation
With Zhang Jiaqing of HP
Alibaba Cloud: Why do you want to transform rebuild our IT helpdesk with the Intelligent
your traditional way to respond to customer Robot. Alibaba Cloud is the No. 1 public
requests? cloud service provider in Asia, and it has
a strong product capability in AI technology.
Zhang Jiaqing: As you may know, we Moreover, with the help of Alibaba Cloud’s
have a large product portfolio and serve ecosystem in the Asian market, we can offer
many customers all over the world. We are better service to customers in this region.
dedicated to offering world-class services to Their quality-price ratio is also satisfying.
customers and helping them solve product
inquiries through the IT helpdesk and call Alibaba Cloud: What benefits has the
center. However, as our business grows, the cooperation with Alibaba Cloud brought to
volume of inquiry has increased rapidly. your business?
The traditional IT helpdesk cannot meet our
requirement, so we need to look for a more Zhang Jiaqing: By using Alibaba Cloud
efficient way to respond customer request. Intelligent Robot, we replaced some staff with
AI robot to answer customer inquiries in a more
Alibaba Cloud: Could you please tell us more automatic way. If the robot cannot solve the
details about the difficulties you have met problem immediately, it will send the problem
before the transformation? to suitable personnel to handle it. Ultimately,
it reduces labor costs while improving customer
Zhang Jiaqing: Previously, our IT helpdesk experience to a large extent. In addition to
team took phone calls or sent e-mails to respond automatic response, the Intelligent Robot
inquiries, such as resetting account passwords can answer phone calls, analyze customer
and hardware problems. The traditional way issues through the audio or video they have
HP was efficient enough to solve these kind of submitted, and then resolve or assign the issue
simple inquiries. However, when it comes to to the corresponding team. The Intelligent
A world-leading technology complex issues, such as software or hardware Robot can take records of the inquiry and the
company in print and personal inquiries, the traditional way cannot handle solution it has provided into the ticket system.
systems, was established in 1939 in customer request in a very sufficient manner.
Since our service team needs to help customers All in all, Alibaba Cloud has offered
the United States. The vision of the solve problems step by step and cannot expedite a comprehensive, end-to-end AI customer
company is to create technology the process and streamline the workflow that service solution with four outstanding features:
that makes life better for everyone, our customers need, we need to transform the Omni-Channel Touch Point, Full Media
traditional IT helpdesk into a more efficient, Interaction, Intelligent Customer Service, and
everywhere. automatic, and artificial intelligent system. Full Information Management. It improved
our efficiency, service standard, and user
Alibaba Cloud: Why did you choose to experience while reducing operational costs.
cooperate with Alibaba Cloud?
77 Zhang Jiaqing Alibaba Cloud: What’s your plan for future? 8
Zhang Jiaqing: When we select a business
Director of Strategic
partner, we normally evaluate their capability, Zhang Jiaqing: Looking toward the future,
Transformation of HP quality-price ratio, and other eligibilities. we hope to strengthen our cooperation
After prudent comparison and consideration, with Alibaba Cloud and offer better
we chose to cooperate with Alibaba Cloud to services to our customers globally.
Alibaba Clo u d A li b ab a Cloud
The Future of Retail
And Consumption
With Clement Chen of
Bonjour Holding Limited
Leo: We know the COVID-19 pandemic has norms. It was unprecedented devastation for the
dealt a harsh blow to the retail industry in Hong retail industry in Hong Kong last year. Retailers
Kong. As the chairman of Bonjour, a leading were overdue in rent and had to lay off employees
cosmetics chain in Hong Kong, could you tell or put them on furlough.
us how your business is doing and how the
pandemic has affected your company? Leo: Do you have any plans or new ideas for
business development or transformation? do you plan to use new technology to adapt to the 6.18 and Double 11 shopping festivals, and we
Clement JW Chen: The one-year retail woe in Hong business mode/market changes during digital failed to achieve great profitability. I think the first
Kong really caught us off guard. However, we are Clement: It is difficult for the traditional retail transformation? reason is that the scenario has changed. Brick-and-
not the only ones. Almost all retailers were hit industry and a big retailer like us to make a sudden mortar stores can be compared to lights connected
hard by the pandemic. We hope we can turn things transition to e-commerce. First, we have to ensure Clement: After trying so many platforms at home in parallel. When one light is on, all the others must
around with the development of new retail and new steady business growth without disrupting our and abroad, I think Alibaba's Tmall is the best. be on. Online stores, however, are more like lights
original retail system. Second, we need to survive, There are three important "flows" for e-commerce connected in series. When one light is on, the others
which is difficult. We have channelled unprecedented retailers: cash flow, product flow, and information may not be. This has posed a daunting challenge
efforts and resources into e-commerce and gained flow. Product flow, which is also known as logistics, to us. We need to find an integrated multi-platform
extensive knowledge over several months. We knew has always been an advantage of our supply chain, approach featuring customs clearance solutions.
we had to do this if we wanted to survive, although and we don't have any cash flow problems. However, That's how Alibaba Cloud comes into its own. We
it does not guarantee success. Time will tell. we still fall behind in information flow and reaching believe Alibaba Cloud's solutions can help us create
more consumers. A big retailer like us has to figure a top-notch platform that facilitates our interactions
Leo: Recently, Bonjour introduced Alibaba out how to take our offline presence online. with customers to get us more orders. If we succeed,
Cloud's information middle office solution to we would like to share our good experience with
further develop Mainland Chinese consumers, Leo: What's the most impressive problem or challenge other retailers in the hope that every retailer can
boost sales, and increase customer loyalty. How during Bonjour's digital transformation process? benefit from public systems like Alibaba's.
Clement: In 2013, when Tmall Global had not been Leo: You mentioned that you adopted many
established, Bonjour was one of the six brands new technologies when going digital. How did
outside Mainland China to join Taobao's incubation Bonjour's employees adapt to these changes?
Leo Lin program. In 2014, Tmall Global went live, and we
Senior Solutions Architect, Alibaba were among the first companies outside Mainland Clement: We learned about Taobao University during
9 10
China to open stores on the platform. Over the our cooperation with Alibaba Cloud and strove to
Cloud Intelligence years, we had been doing business passively on the work with it. At that time, Taobao University had
platform, which means we did nothing but ship our not launched any training program in Hong Kong,
Clement JW Chen, JP
products to Hangzhou for big sales events, such as and we noticed that online sellers in Hong Kong did
Chairman, Bonjour Holding Limited
Alibaba Clo u d A li b ab a Cloud
not have access to relevant new technologies and
training. Training is a must for better technology
application. We don't think we should have it to
we wanted to offer our employees opportunities.
That's how we launched livestreaming training and
a Bonjour KOL incubation program. Many real
Digital Learning in Global
Higher Education
ourselves. We felt the need to pay it forward. We KOLs and people interested in the program also
hope our cooperation with Taobao University in received our training for free. We found that live
Hong Kong could benefit the retail industry and commerce is a way out. We shared our experience
provide resources to boost e-commerce in Hong in providing professional services for merchants
Kong. We hope they could help us share our good with e-commerce associations and experts.
practices in digital transformation and train more We hope our livestreaming and information system
professionals for Hong Kong's e-commerce growth. could broaden our customer reach. With regard
to the future of retail, I think Hong Kong should
Dr. Sky Zheng
Leo: I learned that you have been pushing for do its part in the internationalization process and Managing Director for
innovations in online business. Recently, Bonjour stay on track to be a top tourist destination and a
launched the KOL incubation program, and duty-free shopping paradise. Second, Hong Kong Transnational Education and
the first batch of trainees have already made retailers should dig deeper into the e-commerce CEO for Interactive Pro at Global
their livestreaming debuts, which has achieved market. They should set their sights on the whole University Systems
encouraging results. As the chairperson of a world. They should make full use of e-commerce
leading retailer, could you share your suggestions platforms and prioritize demands in the Greater
or opinions on the future development, business Bay Area and the wider Chinese market and then
mode, or business strategies of the retail industry? explore the Southeast Asian market. Q: Please tell our readers a bit more about GUS
and INTERACTIVE PRO?
Clement: In fact, we didn't plan to do live commerce.
Since February, we have been struggling with our A: As one of the largest higher education groups
operations, but we didn't want to downsize. Instead, in Europe, GUS is a global network of higher
education institutions brought together by a shared
passion to deliver accessible, practice-based,
industry-relevant programmes to 85,000 students
worldwide, including bachelor's and master's degree
programmes, professional training, English language
training, and corporate and executive education.
GUS owns and operates over 25 institutions around
the world, including The University of Law (UK),
Arden University (UK), The University of Europe
for Applied Sciences (Germany), University Canada
West (Canada), GISMA University of Applied
Sciences (Germany), Saba University School of
Higher Education Track: Interview with Dr Sky
Medicine, Medical University of the Americas and
Zheng in preparation for the Special Edition of
St. Matthews University in the Caribbean Islands,
Alibaba Cloud Magazine
and other institutions in Ireland, Israel, the UK,
Germany, Canada, Netherlands, Singapore, and
Dr Sky Zheng is the Managing Director for Hong Kong SAR.
Transnational Education and CEO for Interactive
Pro at Global University Systems (GUS). Sky
Interactive Pro (IA Pro) is the central engine for
has had more than 15 years of experience in
online learning and technology within the GUS
higher education institutions’ international
group. We offer comprehensive and professional
strategy and development and is a devoted
11
11 OPM services to support GUS’ internal and external 12
advocate for digital transformation in the HE
partner universities in digitalising, delivering,
(High Education) sector. Sky, it’s our honour to
have invited you to this interview, welcome!
Alibaba Clo u d A li b ab a Cloud
and distributing online degree and non-degree As far as I’m concerned, we are a unique OPM higher education, many universities, OPM, and appeals about study degrees digitally compared
programmes worldwide. We also offer our own provider in three major perspectives. First, we have third-party technology providers concentrate on to their peers on other continents. Differences
online upskilling programmes in emerging markets diverse experience to offer digital learning solutions two aspects of learning technologies, particularly also appear from country to country within Asia.
in partnership with some reputable industry and to private and public HE institutions in developed in Learning Management Systems (LMS) and Studying an online degree isn’t a mainstream option
university partners under our Edology brand, in and emerging markets. We are part of a leading student communication/interaction systems, such but rather an alternative learning mode. An online
the fields of emerging technologies, business and private higher education group upon which we as video conference platforms, especially during degree is seen as less academically competitive and
management, and creative, fashion and design. build strong capacities and capabilities to support the COVID-19 pandemic. In Interactive Pro, while widely preferable to traditional on-campus learning,
the group’s member universities and external HE we recognise the importance of these two branches and hence, it should be lower priced.
Q: What are the key differences between institutional partners from the UK, Canada, India, of learning technologies, we explore how learning
INTERACTIVE PRO and other OPMs? Please Germany, and China in achieving their digital technologies could effectively increase learners’ In addition, Asian learners have strong preferences
elaborate on digital transformation in learning learning objectives. interaction and completion rates and enhance for online degrees delivered via mobile platforms
technology and marketing technology for higher their learning outcomes and performance in a (synchronous or hybrid modes), shorter durations,
education. Secondly, IA Pro is a boutique style OPM provider personalised manner. and even in languages other than English.
that offers bespoke solutions to meet the individual
A: As a full-service OPM provider, we offer our needs of our institution partners. We disagree With a data-centric approach, this includes 2) How to find a balance between recruiting good
partner institutions a range of services to launch that OPM services are offered in the format of identifying and assessing individual learners’ needs quality and a high quantity of learners how to
online programmes. Our services are grouped into a factory production line and that one common and wants, monitoring and analyzing their learning economically managing student acquisition costs
three categories: template applies to all institutions regardless of behaviour, and recommending bespoke study and in today’s highly competitive online education
their differences. As per our central service role in development plans and even personalised contents segment in Asia. This is one of the most challenging
• Programme strategy, market research, and the GUS group, we see ourselves as the partner to meet their individual needs. In increasingly topics that almost all online education providers are
development institutions’ in-house digital learning department competitive market conditions, we are enriching faced with and will be an ongoing matter of concern
to offer adaptive, approachable, collaborative, and IA Pro’s marketing technology stack in marketing within the sector.
• Global marketing and student recruitment affordable services. performance analytics, search engineering and email
marketing, conversion optimization, marketing Q: Why did your company choose to open a
• Academic delivery and student support Thirdly, we care about personalisation through automation, and mobile tools that enhance business/branch in China/Asia?
technologies. In the digital learning sector of global marketing effectiveness and efficiency through the
online programme choice and learning journey. A: As a global education group, we have a strong
presence in Asia, especially in India and China,
Q: Do you have business operations in China and which have massive markets for online higher and
Asia? What are the key challenges you have been vocational education from both demand and supply
facing while expanding your business there? perspectives. On the one hand, there has been a
growing demand for overseas qualifications by
A: Yes, we do have business operations in China many Asian students that are unable to afford or
and Asia. We currently offer digitalisation, as well pursue full-time overseas study.
as delivery and distribution services, to two leading
universities in China and India. We have also On the other hand, Asian universities are encouraged
launched Edology Academy to offer a number of to supply online degrees during the pandemic and
certificate programmes at the postgraduate level post-pandemic. As an OPM provider, we bring
to boost adult learners’ career prospects in India quality but affordable online learning opportunities
rapidly. to learners in Asia, and in the meantime support
Asian universities to launch online degrees
In my opinion, our key challenges are about learning domestically and globally.
to balance two main issues.
Q: What digital and information technology
13 1) How to balance demands and expectations challenges have you been facing? 14
between our customers (learners) and clients (partner
institutions). More specifically, Asian learners
and societies have rather different perceptions and
Alibaba Clo u d A li b ab a Cloud
A: Our key technology challenges are: before is that they really put customers at the centre Q: If I were a university looking to extend degree A: At the moment, the higher education industry
of what they do. Not only do outstanding technology courses online with digital native technologies, has not extended too much of the focus into the use
1) It is difficult to acquire sufficient and accurate solutions meet our business requirements, but what is the most important thing to keep in cases of the cloud in learning and teaching. I would
data about learners’ study behaviours to support our also their efficient response and customer-centric mind? How could GUS, Interactive Pro, and love to see more thorough examples of Alibaba
personalised and adaptive learning agenda. approach won our hearts and minds. Also, Alibaba Alibaba Cloud help one another? Cloud digital transformation solutions in action in
Cloud can offer multiple choices and price points, higher education industries. There have been lots of
2) We would need bespoke technology solutions which are very helpful to satisfy various needs with A: For a university to establish a presence for online cases in Asia in the past and I would like to see these
to ensure our online learning platform is smoothly IA Pro and GUS group. distance learning to fulfil its academic, business, stories shared in the sector.
accessible to students in China. and social objectives, there are many factors to
Q: What benefits have occurred as a result of the be considered. This includes whether it is done
Q: Why did you start working with Alibaba partnership with Alibaba Cloud? Anything that by an in-house team or externally outsourced,
Cloud? What Alibaba Cloud solutions have you has impressed you? market opportunity assessment, selection, design,
been working with? production, delivery of the right programmes,
A: Through the partnership with Alibaba Cloud, marketing and recruitment, quality assurance,
A: Alibaba Cloud is a global leader in cloud we offered the digital content to GUS institutions student support, technology, IP and financial
computing and artificial intelligence, providing in the UK, Germany, Canada, and India, which matters, etc.
digital transformation solutions to thousands allows our academics and students to learn
of enterprises, developers, and government from Alibaba Cloud’s experience and learn the The most important thing to keep in mind, I would
organisations globally. The success stories from best practice on how digital transformation is say, is to recognise that this isn’t a simple extension
Alibaba Cloud that empowered Chinese and global conducted in various industries. In addition, of on-campus programmes into online with digital
businesses, especially in customer-service and some of our institutions are seriously considering native technologies but the recreation of new digital
e-commence sectors, are rather impressive. We widening the collaborations with Alibaba Cloud teaching and learning processes to meet variable
have been working with Alibaba Cloud to reach in learning and marketing tech solutions. study interests and demands of a new set of target
our learners in China through its Cloud Enterprise audiences. At the centre of this process is, with the
Network. We also work with Alibaba Cloud Q: What next steps are you planning on working learner-centric mindset, to adopt a comprehensive
Academy to offer some practice-based digital with Alibaba Cloud? and effective online programme management
content, cloud computing, and artificial intelligence solution with distinctive features of the university
to our students. Currently, we are in discussion with As mentioned above, one of the priorities in our and the programmes. Interactive Pro, as a boutique
Alibaba to support our personalised and adaptive agenda is to explore how learning technology OPM provider, and Alibaba Cloud, as global,
learning agenda. could effectively increase learners’ interaction leading technology service provider, could jointly
and completion rates and enhance their learning offer bespoke services to meet the university’s
Q: What are the differences between Alibaba outcomes and performance in a personalised objectives in launching online distance learning.
Cloud and other IT providers you have approach. We would very much like to invite
cooperated with previously? Alibaba Cloud to help us on this project. Alibaba Cloud provides more than just cloud
computing services for the higher education sector.
A: One of the key differences between Alibaba It has a portfolio of various solutions addressing
Cloud and other IT providers we have worked with the sector’s challenges, ranging from providing
the best network access to distance learning
programmes to digital native solutions building
student-centric learning management systems.
Together with Alibaba Cloud, we can position a
really strong joint offer to the university in building
a professional, technology-advanced, future-proof
online learning programme.
15 16
Q: Do you have any suggestions for Alibaba Cloud?
Alibaba Clo u d A li b ab a Cloud
Tailored IT Solutions Q: Have you met any difficulty during your cooperation with Alibaba Cloud? What do you think of the
working process?
For DXC Technology
A: DXC and Alibaba Cloud have a great working relationship. We enable our customers to harness the power of the Enterprise
Technology Stack at scale and transform their businesses through joint business objectives, investments, innovation and co-
development with our partners. Roles and responsibilities across both the organizations get mapped as per each of the project
requirements that are jointly executed.
Q: Please provide a company/organization overview Q: Why are/were you working with Alibaba Cloud? Q: Do you have any suggestions for Alibaba Cloud?
and value to the market
A: DXC actively engages with Alibaba Cloud in China, A: DXC partner ecosystem gives DXC the ability to quickly expand our offerings and capabilities across all layers of the
A: Delivering eXcellence for our Customers and to effectively combine strengths and market expertise and Enterprise Technology Stack. Together with our partners such as Alibaba Cloud, we can provide the solutions our customers
Colleagues - DXC Technology is a Fortune 500 global create compelling solutions that achieve great outcomes are looking for to grow their business and seize the market.
IT services leader. Our more than 130,000 people in 70- for our customers.
plus countries are entrusted by our customers to deliver
what matters most. We use the power of technology to Q: What are the differences between Alibaba Cloud
deliver mission critical IT services across the Enterprise and other IT providers you have cooperated with
Technology Stack to drive business impact. DXC is an previously?
employer of choice with strong values, and fosters a
culture of inclusion, belonging and corporate citizenship. A: Business opportunities lie with international
We are DXC. customers trying to enter the Chinese market. We see
value in partnering with Alibaba Cloud in China – the
What we do - We deliver the IT services our customers strength of DXC Enterprise Technology Stack combined
need to modernize operations and drive innovation with Alibaba Cloud span of local coverage, makes it a
across their entire IT estate. We provide services across compelling proposition for our joint customers.
the Enterprise Technology Stack for business process,
outsourcing, analytics and engineering, applications, Q: What are the next steps for additional IT solutions?
security, cloud, IT outsourcing and modern workplace.
A: In terms of the breadth of services, Alibaba Cloud
How we work - Every day, we earn our customers’ trust is sustainably forging ahead, aggressively promoting
by delivering transformative technologies to ensure the technologies like 5G, which drives the economy. In this
success, safety and well-being of businesses and people context, the combination of Alibaba's core technologies
worldwide. combined with DXC’s deep expertise across the
Enterprise Technology Stack gives us an edge in the
We provide world-class IT services at scale from our market. Both parties will work together to improve the
Global Innovation and Delivery Centers in NorthAmerica, ecosystem with a solution as a package of technical
South America, Europe, Asia and Australia. Our globally capabilities.
connected centers enable us to solve complex technology
challenges and transform our customers’ businesses Q: What challenges did you face while implementing
through our dedicated delivery workforce of more than your business there?
110,000 people. With globally distributed teams and rich
engineering skills, DXC offers competitive solutions A: What do customers really want? The answer is easy-
to address customers’ cost, regulatory, language and to-access one-stop services. With a unified interface, we
business continuity requirements. We leverage the power have the ability to provide customers equal access to
17 of partnerships through our curated DXC ecosystem of technical services, across countries in Asia.
18
technology leaders. By combining strengths and expertise
globally, we create solutions and deliver greater outcomes
for customers across the Enterprise Technology Stack.Alibaba Clo u d A li b ab a Cloud
Stable IT Infrastructure revolution 4.0. All the machine information
will be collected using different types of
sensors and Programmable Logic Controllers
For W Tech Customers (PLC). The information will be processed and
uploaded to our cloud monitoring system. Our
clients can login and monitor the performance
of each machine and use the result to predict
the next incidents. When there are any issues,
the system will trigger an emergency alarm to
Matthew inform the customers. This can hugely improve
CTO – W Tech the factory’s daily operation process.
of a phone call from a friendly manager. He
Q: What IT and business challenges did your
explained the challenges that I am facing with
company/organization face when leveraging IT?
my existing IT infrastructure in the company and
Q: Please provide a company/organization how Alibaba Cloud could provide solutions to
overview and value to the market A: At the beginning of the company’s
overcome the issue. This was shocking because
establishment, we were using shared hosting
I never thought such big company would
A: W Tech Marketing Sdn. Bhd. was established from local suppliers. We were facing tons of
call me to solve my problems. Starting from
in 2016 in Ipoh, Malaysia. Currently, W Tech difficulty when it came to security, downtime,
that day, I started studying the background of
is opening another software development and server settings, as we were unable to
Alibaba Cloud, identifying the services I could
office located in Penang, Malaysia. W Tech control it. We tried to set up our own server
get from Alibaba Cloud, and understanding
provides high value innovated IT services in by renting a co-located server, but it required
how Alibaba Cloud could help me mitigate all
cloud solutions, IoT solutions, blockchain high investment costs. It was hard for clients to
my infrastructure issues. I also started joining
development, web and mobile development, kick start their business since the server costs
webinars and certification examinations.
and marketing solutions. took up half of their project budget. We were
also facing technical issues when we wanted
I also felt great when I was invited to join the 2019
W Tech is powered by a team of highly skilled to implement some advance technologies into
Alibaba Cloud Apsara Conference in Hangzhou,
professionals that are equipped with the latest our system, such as Kubernetes containers and
China. It was my first time exploring the advanced
and appropriate relevant knowledge and skills server load balancer.
technology in China and Alibaba Cloud, in terms
to assure the timely delivery of your application of the ability to handle huge loads during the
with the highest quality. We are committed to As mentioned, some of our clients from
Double 11 Global Shopping Festival and constant
offering unrivalled software solutions and Hong Kong and Mainland China need an
improvements on services and customer service
maximize business value to help our valuable infrastructure with low network latency, high
experiences to the consumer. It was also quite
clients to fulfill their essential business needs. performance, and low costs. Hence, our local
inspiring when I understood the history of Alibaba
Our main aim is to develop a constant manner infrastructure cannot meet the requirements.
Group in their Hangzhou office. All these small
and become a leading performer in this We must help clients set up the infrastructure
matters and efforts contributed to my confidence
competitive global marketplace. in Hong Kong and Mainland China. It took a
toward Alibaba Cloud.
lot of time to research to find the best supplier
Our clients are mainly from Malaysia, Singapore, in Hong Kong. This had a huge impact on our
Q: What are the differences between Alibaba
Hong Kong, and Mainland China. Currently, due project timeline. We were also concerned about
Cloud and other IT providers you have
to COVID-19, W Tech also focuses on helping the security and server reliability.
cooperated with previously?
SME digitalize their business by converting
their business from offline to online. We also Q: Why are/were you working with
19 A: As mentioned, we have variety of clients 20
cooperate with local university professors to Alibaba Cloud?
from different fields. I need to seek a suitable
provide a new efficient and cost-effective IoT infrastructure for each of them to support their
solution to the industries. This solution can help A: At first, I registered myself as an Alibaba
systems. In the past, we needed to work with IT
the industries by transforming their existing Cloud user to compare the prices with local
providers to figure out the best solution for my
machine or equipment to achieve industry suppliers. I started using Alibaba Cloud because
clients. The disadvantage is that it takes time and isA li b ab a Cloud
Q: What are your business expansion plans? Q: Have you met any difficulty during your
cooperation with Alibaba Cloud? What do
A: We are designing our own marketing you think of the working process?
products, which can provide extra value to
our existing customers and other potential A: We know Alibaba Cloud provides different
customers. We will retain our existing customer solutions and products for different domains.
base by providing new upgrade solutions. For I often need to research and understand how
example, we will begin to pursue and explain new solutions can help my company and my
the importance of real-time streaming media customers. Customers are concerned about
and eKYC in e-commerce systems. Through the timeline of the project development, the
the explanations, they will understand the solution for implementing the project, the costs
solutions can help their businesses in their daily of project development, and many more things.
operations and attract more consumers to shop We need to deal with these problems well to
on e-commerce sites. For IoT solutions, we obtain new business. Therefore, I must plan
will continue to improve the existing system carefully and find the right solution before
through information analysis on the collected starting to implement it. Although there are
information to further analyze the performance different explanation videos for new products,
of human factors, financial factors, and they do not focus on implementation process.
machine performance. In the future, we hope These videos are theory-based and show how
that all these solutions can also be adopted by they help customers. We researched using the
cannot fully meet the needs of clients. This causes implementing more automated procedures. The industries in Malaysia’s neighboring countries documentation, but we still cannot figure out
my clients to lose confidence in my company. automated procedures will improve our current like Thailand and Indonesia. the answer. Fortunately, the account manager
development process in terms of speed and can solve my problem by getting the answer
Alibaba Cloud provided multiple options on quality. I will start to understand and implement Q: How would you assess the result of your from the dedicated product team. From the
servers, databases, and global networks. It 云效 (Yunxiao) provided by Alibaba Cloud. It implementation in China/Asia? Are you perspective of the work process, I think Alibaba
helps us solve the problems of computing can unify the entire development process into satisfied with the results? Cloud should prepare more videos to explain the
power and latency that is affected by cross- a streamline without investing a lot of costs in implementation process in different scenarios.
border networks. It helps us provide our clients labor and physical infrastructure. We also plan A: I have established infrastructures in Hong
with a complete set of reliable cloud solution to integrate some services provided by Alibaba Kong for some of my clients. So far, my customers Q: Do you have any suggestions for
easily. Most importantly, we no longer need to Cloud, such as Zoloz eKYC, live broadcast, and and I are satisfied with the current results in Alibaba Cloud?
deal with different vendors to build a complete Pai, into our company’s upcoming software. terms of performance and network latency. My
infrastructure for my clients. Alibaba Cloud has team also used container registry and container A: I hope Alibaba Cloud can provide more
provided everything needed. It can also enhance Q: What points impressed you most during services to speed up our deployment process, webinars conducted by the other companies.
the network, security, and performance. your cooperation with Alibaba Cloud? and the results were impressive compared to the They can share their infrastructure design
old way. We also choose to use Alibaba Cloud and how they handle different situations.
We have an e-commerce system that provides A: Good customer service provided by Alibaba SMS and email services for Mainland China From there, we will learn new solutions from
a shopping platform for users in Southeast Cloud. The friendly and helpful account users. The performance is better, and the failure different domains. In the future, we can use this
Asia. Most users are from Mainland China. manager and experienced software architect rate is close to zero compared to local suppliers. knowledge to build a hybrid solution as well.
We set up the server in Hong Kong, as it solves impressed me every time. When I encounter For object storage services, when I helped my
the network latency in Mainland China and technical issues, the account manager will customers migrate their local server storage to
provides good network latency to neighboring help me figure out the problems and contact Alibaba Cloud OSS, the results were excellent.
countries. the SA of the relevant department. They will The loading speed and storage size are no
provide good explanations and suggestions longer an issue for my customers. Their users
21
Q: What are the next steps for additional by listening to my questions so I know my are also very happy when using the application
22
IT solutions? next step. This is very helpful and makes because the problems with slow responding,
me feel like I have strong team support. lagging, and others no longer exist.
A: Moving forward, we will begin to
strengthen our development process byAlibaba Clo u d A li b ab a Cloud
Providing a platform for business growth CA: Was Alibaba Cloud’s global network –
63 availability zones across 21 regions – a
Roundesk is a provider of enterprise-grade factor in deciding to work with us?
video conferencing software. Following its
success in Singapore, the company plans to ML: Definitely, yes. A lot of the countries that
aggressively launch its solutions worldwide we project growth in are in the Asia-Pacific
to as many as 26 countries. Alibaba Cloud’s region. In addition to your global network, in
Head of Marketing, Claudine Ang, talked the Asia Pacific region, Alibaba Cloud has the
to Michael Lim, the Chief Strategic Officer largest information center network among all
of Rounddesk, to understand some of the the cloud service providers. We also needed
challenges as it embarks on its international to adhere to localization and country regime
expansion and how Alibaba Cloud solutions requirements as well as have total control
are helping address them. and watch over every installation. This was
a critical operational requirement for us to
Claudine Ang (CA): As Roundesk plans to maintain service and performance quality.
introduce its solutions to a global market, Alibaba Cloud’s track record and expertise in
what challenges did you face in supporting these countries provided confidence to us.
this growth?
CA: What were the Alibaba Cloud solutions
Michael Lim (ML): Even as we projected implemented, and how did they meet
aggressive growth, as a business, we believe expectations?
it is important to invest rationally and not get
overexuberant in spending in anticipation of ML: We implemented Alibaba Cloud’s Elastic
revenue that is not locked in. However, the Compute Service, AsparaDB, and MongoDB
challenge with projections is that there is solutions. I think one of the key areas where
never 100% certainty or 100% knowledge Alibaba Cloud surpassed expectations were in
about customer usage patterns, and these terms of the ease of server configuration and
Alibaba Cloud Solutions present a problem when budgeting or drawing
up business plans.
management – your user interface was very
friendly. I put a premium on this because the
time taken in managing systems is a cost to
Become A Key Component CA: How did Alibaba Cloud solutions help
you address these uncertainties?
the company, and insofar as your solutions
take up less of our time, it can be channeled
to other worthwhile operational needs, with a
For Rounddesk Services ML: Alibaba Cloud’s utility model of scaling
up according to demand was exactly what we
direct bearing on the total cost of ownership
(TCO). Very often, we just think of the cost
needed. Rather than investing to expand our of the solutions but fail to factor in ease of
own server capacity as fixed costs, Alibaba managing into the TCO calculations.
Cloud provided us with the more cost-effective
option of scaling up on an on-demand basis, CA: What are your company’s future
allowing us to cater to varying seasonal business plans?
demands and not needing to pay for unused
bandwidth. Whenever we spun any new ML: As you’ve already noted, we have
servers, Alibaba Cloud provided the complete registered strong customer interest in 26
23 24
hourly or monthly subscription costs – much countries to date, and thus there is a very
ApsaraChat: Visionary Digital Innovators Series like an e-commerce marketplace that’s very strong upward trajectory. We are also looking
much part of your DNA. This was something at expanding the applications and industries
Interview: Michael Lim, Chief Strategic Officer Of Roundesk that only Alibaba Cloud provided. that our solutions could be customized for. One
of these is telemedicine. We were pleased toAlibaba Clo u d A li b ab a Cloud
Alibaba Cloud Provides
Linkbynet With
Comprehensive Support
For Business And IT
hear of Alibaba Cloud’s infrastructure HIPAA ML: I think what this pandemic and the
certification for medical industry customers. innovations that it has spawned, including the
This ready certification immediately propelled developments of our solutions, illustrate is
us ahead with the right credentials to satisfy the measure of human ingenuity – about what
customer requirements and expectations. is possible. We could never have imagined
that vaccines as effective as they are against
CA: Are there other synergies between such a deadly virus as COVID-19 could be
Roundesk and Alibaba Cloud that you are created in such a record time; yet, here we
excited about? are. Similarly, solutions, such as Roundesk
illustrate what is possible – the operational and
ML: In future, Roundesk will need Alibaba cost-efficiencies that we can achieve. Getting
Cloud’s capability in information and things done as such can be more efficient and
videoconferencing communication across its faster, contributing to shorter times-to-market.
internal network to reduce latency of conferences I think we should all choose to look at things
hosted between various geographies. Your positively.
capabilities will come in handy when we scale
to that range in future. Overall, Alibaba Cloud
solutions have become a key enabling and
performance factor for our platform, and this
25 26
augurs well for our partnership.
CA: At some point in time, the pandemic
will lift, and things will get back to more
normal. Do you think your business
prospects will suffer then?Alibaba Clo u d A li b ab a Cloud
Lina: Good afternoon everyone. Welcome accompany our customers locally. We wanted Lina: Well, I imagine when you implemented have done this you will have a wonderful and
to this session. Let's now interview to build a global offer that was also localized your business in China, you must have very rich market to face.
LinkBynet, one of the Alibaba Cloud to our customers in China. This is why we faced enormous challenges. So, what were
partners that implement its business in decided to work with the local partners. The the main challenges you faced at that time? Lina: We know when you developed your
Asia and accompany many clients to do so. company was deployed in 2014, LinkBynet business in China, you quickly entered into
Patrick is co-founder of the company, and China was developed in 2014. At that time, Patrick: So many challenges, especially a partnership with Alibaba Cloud. So, what
today, we will go through his experience we wanted to start the partnership because it for accidental countries. China is definitely did that partnership bring to you?
and the lessons learned. Hi Patrick, thank was mandatory for us, and what other partner nothing like we have seen before. It was a
you for being here. could we choose other than Alibaba. Since huge challenge for us, and because LinkBynet Patrick: It was, as I said earlier, it was necessary
the beginning, we wanted to have Alibaba is also a challenging company, we faced for LinkBynet to have a partnership, we don't
Patrick: Hi Lina. around us to give us their power and their those challenges, and I think that we have want to enter into a new country and say, guys,
strength. Also, we chose China because it is been successful. So, the first challenge that we are the best. That's not the way you think,
Lina: So, first of all, I would like to ask an innovative market and is also digitally in we have met with is the language. You can but it works. It's mainly due to partnership,
why LinkBynet chose to open a business in advance. We see China as a brand new market think of China speaking English, but that's business relations. That's the way LinkBynet
China at the beginning. growing faster than its European counterparts, definitely not the case. You have to embrace works. So, we looked for the well-known and
and this is the main reason why we chose their culture and their language, and this is the most recognized cloud provider existing in
Patrick: LinkBynet chose to open a business in China in our development. So, we wanted not something that you can learn in a book or China. We needed to have this partner and a
China because we were installed in Asia for six to better support our customers and be at the in a regular app. So first of all, we had this very good relationship together. So, among all
years, and we were following our customers. heart of a country that is economically and language and culture. Second point, it's a the cloud partners in China, we chose Alibaba,
The fact is that following our customers, technically dynamic. When we arrived like really, really specific market, which has its because, really, there is no other choice than
European customers, lead us naturally to many western countries, we faced a number of own code, its own segments, its own way this giant cloud provider, and by the way, in
China. China is a land of opportunities. For us, difficulties in adapting, which we have found of selling. So you cannot just come and say, 2019, we were nominated Partner of the Year
it’s a huge consumer market; nothing like the added value and interest we wish to offer to guys, I have some English advertisements. in Asia, from Alibaba, so it was great, it's a
European countries can seek. Considering this French companies interested in developing You will see it's easy. No, definitely not. So, great story.
huge market, we had to be there, but we knew their business in China. third point, you get to think of China as being
that the market was different. We needed to one only market. Remember that Shanghai is Lina: Right. We know that you're not only
more than 20 million people, you cannot think helping European companies to deploy in
of 1.5 billion of people as one single market. China but also providing your service to
So, we had to split our market into segments many local Chinese companies. So, what
and find out which one we wanted to address. value do you think you're bringing to these
Third part, it's a really wide country. So, you local Chinese companies?
cannot travel by train from one city to another
city. So, you have to organize everything, you Patrick: I think that the IT has some
have to delegate, you have to find the right advancements (in terms of maturity) in
partners in the different cities, and definitely, Europe. So, we think we can help local
at the end of the day, you have to lead to Chinese companies, and we are bringing this
local implementations. So, there are many value to our customers but also competitors
challenges that we had to face: regulatory, and key players in China. We are really open
cultural, language, and technical. So, these to helping each one develop; we are not
are definitely not crippling difficulties, but afraid of competitors, as this is, once again,
you should not underestimate them either. So, a huge country. So, the more competitors
it is necessary to adapt to new administrative we have, the more the market will evolve.
27 and technological constraints, which are often So, everything we knew about LinkBynet in 28
complicated and time consuming. You should Europe, every experience, the real challenges
not underestimate them either, but once you we faced, every governance that we could setAlibaba Clo u d A li b ab a Cloud
up in Europe, we wanted to bring it to China. customers at the end of the day is an end-to-end Lina: Well, very impressive. I imagine that information protection. So, there are three
So, we have recreated an entire LinkBynet approach from the beginning to the end, from for many foreign companies who want main areas of the CSL. First of all, protection
ecosystem in China, with added value, of USA to Europe to China with the same processes, to develop in China, they must have a lot of personal information, information location
course, of local adaptation on site servers, and proven methods, processes, deliveries, and of lessons to learn. So, if I were French and information management, for example,
of course, the Chinese team. We did not want people being available worldwide. So, that's company looking forward to deploy in any content or network of a company must
to be a French company inside of a Chinese definitely what we wanted to bring to our China, what is the most important thing to be secured, just like in any country, and
territory; we wanted to be a guest providing customers. That was for the main part of the IT keep in mind? any sensitive or personal information that is
services together with local employees services, but also we wanted to provide to our hosted in China cannot be replicated or taken
delivering services to local companies. So, customers the ICP license, the famous Internet Patrick: Yeah, indeed, it's a huge work to be, outside of the country. This is something
that's why we chose this Chinese team. We license that all our customers need to resell I would say, compatible with our compliance that is happening worldwide finally, but for
wanted also to offer intensive indispensable in China. So, technology wise, we study their with China, but definitely, it's worth it. So, China, there are some specificities you need
market knowledge that we seek, that we have needs, advise them, and deploy our team for the main thing we have to do when deploying to comply with; you have no choice. That's the
in France. So, we also provided all resources, IT infrastructures, and then we apply the best in China, you need to get this famous ICP way it works, and it's not really complicated.
technologies, training, and strengths from our technical choice using Alibaba Cloud services. license and comply with the CSL. The ICP It is the law. You have to respect that. That's it.
partner, Alibaba Cloud. So, as I would say, We also manage their infrastructures, servers, license, which by the way means, Internet
as a result, we are bringing an unprecedented interconnections, and show their compatibility Content Provider, is somehow a permit issued Lina: Are there any important steps in the
level of scope and support, a service layer, in Europe, so there are no misconnection by the Chinese Ministry of Industry and whole process?
IT expertise, governance, self-administrative problems. We will take care of everything, Information Technology, which is mandatory
relationship brought together with a fully thanks to our expertise and partnership with for any website or mobile application you Patrick: Yes, you're right. I was mentioning the
compliant Chinese company. Alibaba Cloud. It's really, I would say a want to deploy. There are two types of ICP license because this is something that you
comprehensive support accompaniment on licenses. One is the plain ICP record, which need on day one. Once you have this license,
Lina: Well, very impressive that you have both business and IT aspects. So it's coupled basically certifies that a publicly accessible then you just have to follow the regular steps.
constructed so many things in such a short with our understanding of both European and app or site is being deployed on a server or a First of all, find out your strategy. You have
time. So, next, could you please share with us Chinese culture, and of course, yeah, of course, CDN in Mainland China. The second one is to protect your brand. This is really, really
specifically, how do you support European for customers having a simplified package the full ICP commercial license. You need to mandatory. Secure your stakes, the different
companies to deploy in China? end-to-end offer, with a single point of contact have this license if you want to be involved stakeholders that you have (or can have), and
29 present on site. It's very reassuring, you can in online sales, marketing advertisement, then set up the place you want to settle. You 30
Patrick: Most of our customers going to China understand that we're not managing this from or any activity needing some payments. So, can determine if you want to go to Shanghai,
are French, both luxury or industrial companies, Europe, but we're doing it locally, and of course, you have to choose the right license, and Beijing, or any of the tier one or tier two cities,
and they want to have European global actors, we have the licenses that are needed, and we you have to respect the cybersecurity law. depending on plenty of different criteria. Then,
but they also want to have some local facilities, are compliant with the Chinese territory. This cybersecurity looks like the French think about the number of people you want to
local people. So, what we are bringing to our GDPR. So it's basically doing things around find, the market you want to address and thingsYou can also read
