Khairul Akmal Hassan Basri | General Manager, CX Journey
Telekom Malaysia

Khairul Akmal Hassan Basri is General Manager at Telekom Malaysia, currently leading the organisation’s Customer Experience (CX) Journey strategy. With over 20 years at TM, his work focuses on shaping end-to-end digital experiences, driving CX innovation, and embedding customer-centric design into business transformation.

Prior to his current role, Khairul served as Head of CX Strategy & Journey, where he led key initiatives to simplify and enhance the customer experience across TM’s unifi business. He has also held leadership roles across service assurance, complaint transformation, and IP service operations, consistently delivering improvements in efficiency, fault resolution, and customer satisfaction.

Khairul’s expertise spans strategic planning, CX design, change management, and service operations. He is passionate about building seamless, contextual, and data-driven experiences that align with Telekom Malaysia’s digital ambitions.