Since its inception, Multimedia University (MMU) has made it its mission to place students and stakeholders at the heart of everything. According to Hayati Othman, Senior Director for Human Capital Management, this philosophy is more than just a slogan—it is embedded in MMU's culture and strategic plan, known as “MMU Plus U.” At the core of this plan is the belief that MMU is not just about staff or students alone, but about a shared community.
"We want everyone—students, lecturers, support staff—to feel heard, supported, and valued," said Hayati.
This inclusive mindset has helped MMU win the Best Customer Experience (CXP) award for the last four consecutive years, a recognition the university humbly accepts as a reflection of its commitment to excellence.
A Clear Structure for a Positive Experience
MMU’s approach to customer experience excellence is built around five focus areas that aim to serve the university’s key stakeholders: Learning, Environment, Staff, Engagement and Impact. These pillars provide a structured yet flexible framework for delivering a positive, emotionally engaging, and consistent experience.
“We focus on making MMU a welcoming space where students can learn and adapt. Think of it as ‘MMU-land’—a learning playground where students can thrive, both physically and digitally,” said Hayati.
This idea is more than metaphorical. MMU recognises the growing importance of emotional connection in digital interactions. The university is steadily transitioning from traditional methods to responsive digital services, ensuring that students receive smooth and consistent support, regardless of their physical location.
Touchpoint Management: Where Experience Comes Together
To further this effort, MMU established a dedicated Touchpoint Management Office, which plays a central role in gathering feedback, sharing insights, and ensuring that every stakeholder interaction is meaningful.
“We encourage people to talk to the office freely. It’s not just about reporting issues—it’s about building a culture of openness and improvement,” said Hayati.
Technology plays a supportive yet vital role. While automation supports MMU’s back-end efficiencies, the heart of their engagement lies in a high-touch, people-first experience. Hayati said that technology is used to support - not replace - human connection. She further emphasises that genuine human connection is irreplaceable.
This is also further exemplified when even the MMU president is personally involved, having direct lines of communication with students, as he shares his phone number with them.This brings the open-door approach to the next level, with the belief that technology should enable people to do more of what matters: being present, responsive and genuinely caring.
Trust Built Through Action
At MMU, trust is built through small, sincere actions. Whether it is a lecturer guiding a student through an academic challenge or hostel staff offering a listening ear, the ethos is clear: treat everyone like family.
With a focus on consistency, visibility and sincerity, the staff of MMU are always ready to lend a listening ear to listen to grouses or constructive feedback from students. They are treated with care throughout their entire journey - from first contact to graduation and beyond. This shared responsibility builds trust, as their efforts is to show that they are here for the students—not just to educate them, but to also guide and support them.
This mindset has cultivated a campus culture where feedback is not only welcomed but used as a strategic tool for adaptation and improvement. Cross-departmental collaboration ensures that insights are translated into tangible enhancements in student services and support systems.
MMU’s commitment to customer experience took on a renewed urgency after the Movement Control Order (MCO) ended. Over the past four years, the university has embedded customer excellence initiatives into every department, recognising and rewarding teams that go the extra mile. These efforts are not driven by a desire for titles, but by the belief that “knowing the difference matters”—to students, to staff, and to the broader community.
“This journey keeps us grounded. We’re not just achieving milestones; we’re building something lasting. Every step forward is an opportunity to do better, to connect deeper, and to create a more meaningful experience for everyone involved,” she said.
Want to know more about MMU? Head on to their official website, Facebook and Instagram pages for more information.
This series of Corporate Pioneers is in collaboration with CXP Best Customer Experience Awards.
The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.
