By Sue Ann Lim, CelcomDigi’s Head of OSH, Supply Chain Management & Wellbeing
In my three decades of working across different industries, I have seen many waves of transformation—each promising to make work easier, faster, and more efficient. But one thing has remained constant: change is never just about technology; it is about people.
At CelcomDigi, with a strong team of over 3,000 employees, whom we fondly regard as CDzens, our transformation journey is driven by a clear aspiration—to be Malaysia’s leading telco-tech company and support the nation’s digital aspirations. This ambition puts people at the core of how we embrace and deploy technology.
The rapid advancement of AI and digitalisation is changing the way we work at an unprecedented speed. AI can analyse data in seconds, automate tasks with precision, and even predict outcomes with uncanny accuracy. While AI is a powerful enabler, its impact on employees’ psychological wellbeing cannot be overlooked. As organisations accelerate their digital transformation, we must ask—how do our employees feel about it? Are they excited, or are they worried and overwhelmed?
The Hidden Cost of Digitalisation
For many employees, AI adoption is a double-edged sword. On one hand, employees welcome AI because it reduces repetitive tasks and enhances productivity. However, on the flip side, they also fear its implications. The most common concerns I hear are:
- "Will AI take my job?" The fear of redundancy is real, and uncertainty can be mentally exhausting.
- "How do I keep up?" Many feel pressured to continuously upskill just to stay relevant.
- "I'm drowning in screens." With more digital tools, employees face cognitive overload and digital fatigue.
As digitalisation and AI reshape the way we work, the human element becomes even more critical. According to a recent Vulcan Post article on TalentCorp’s findings, over 600,000 jobs in Malaysia are at high risk of displacement—underscoring the urgency of equipping our people not only with new skills, but also with the emotional and psychological support they need to thrive in this era of rapid change.
A People-First Approach to AI
The solution isn’t to slow down AI adoption—it’s to integrate it in a way that empowers people, not alienates them. To ensure a healthy transition, here’s how I believe organisations can strike that balance:
- Make AI an Ally, Not a Threat
AI should be seen as an enabler, not a threat. This is why AI literacy is key. Organisations must provide adequate learning opportunities to employees to ensure they are equipped to work alongside AI. If employees understand AI’s role—not as a replacement, but as a tool to enhance their work—they will feel more in control.
At CelcomDigi, we have committed to building a robust learning ecosystem for CDzens to upskill themselves with confidence. Through thousands of AI and data-related online courses on platforms like LinkedIn Learning and Coursera, in-house expert-led training programmes, and specialised certifications in areas such as machine learning, generative AI, and data analytics, we are nurturing a workforce that can thrive in a digital environment. In fact, in 2024 alone, more than one-third of CDzens have already earned certifications in AI and data disciplines—a testament to our culture of curiosity, adaptability and continuous learning.
- Let AI Do the Heavy Lifting
AI should ease workloads, not add to them. By using AI to handle repetitive, time-consuming tasks, this frees up valuable time for employees to focus on higher value work, such as strategic, problem-solving, and creative work.
For example, our digital workforce solution, SOPHIA, manages over 300 business processes across multiple divisions, streamlining operations equivalent to about 70 full-time employees. By integrating AI seamlessly into daily operations, we enhance productivity while reducing cognitive overload.
- Prioritise Psychological Safety
The biggest mistake organisations can make is to treat AI adoption as purely a business strategy. It is also a people strategy. AI transformation should go together with a strong mental health framework. Psychological risk must be identified and addressed to create a workplace where employees feel safe to voice concerns.
That is why we have invested heavily in psychological safety, becoming the first organisation in Malaysia to achieve ISO 45003: Psychological Health and Safety at Work certification. Besides having ongoing awareness initiatives, we have also trained 65 CDzens as mental health first aiders and are actively equipping leaders with the skills to support their teams in managing stress, change, and uncertainty.
- Build Trust Through Transparency
Trust in AI starts with transparency. Employees deserve to know how AI is being used, what decisions it influences, and where the human element remains essential. Having a clear governance framework around ethical AI use as well as open communication ensures AI adoption is not met with resistance, but with trust and understanding.
We are committed to upholding responsible AI practices by aligning with Malaysia’s AI Governance & Ethics (AIGE) guidelines. We are currently developing a formal AI policy to guide the responsible development and use of AI, internally and externally. Risk assessments and ethical reviews will be embedded into our processes to safeguard fairness, security and privacy. In addition to this, we will also regularly engage CDzens through updates and training, ensuring that they understand their roles and responsibility when working with AI. By fostering a culture of continuous learning, we strengthen trust and empower CDzens to innovate responsibly.
A Future Where AI and Humans Thrive Together
AI is here to stay, but the success of digitalisation will be measured by how well it supports—not replaces—the human workforce. Organisations that embrace AI with a people-first mindset will build resilient, engaged, and a future-ready workforce.
As we commemorate World Day for Safety and Health at Work on 28 April, let us commit to a future where digitalisation and wellbeing go hand in hand—because when we prioritise people, technology reaches its full potential.
