In today’s fast-paced digital world, trust can feel like a rare commodity. Consumers are more aware than ever of how their data is being used, and businesses are navigating an increasingly complex landscape, with new regulations and emerging AI technologies making it harder to keep up. 

A discussion must be had about tackling one of the biggest challenges of our time: how do we build trust in an era where AI and data are reshaping everything? 

In Malaysia, CelcomDigi Berhad (CelcomDigi) is leading in creating a future where trust and technology go hand-in-hand, and their annual Trust Circle forum is the perfect example of this commitment.

The third edition of the Trust Circle forum, held recently, brought together over 50 companies and experts for meaningful conversations about how businesses can adopt responsible data practices and ensure they remain trustworthy in an ever-evolving digital world.

Why trust matters more than ever

As AI technologies continue to change the way we interact with the world, trust is becoming even more crucial. Consumers are increasingly choosing services that handle their data responsibly and transparently, and businesses are realising that trust isn’t just nice to have, it’s essential. But with so many new regulations and technologies on the horizon, building that trust can be tricky.

CelcomDigi’s Trust Circle forum was designed to spark that very conversation. Joachim Rajaram, CelcomDigi's Chief Corporate Affairs Officer, captured the essence of the event, stating, “Through the Trust Circle, we’ve brought together a strong ecosystem of multi-sector experts, and our focus now is to tackle the trust challenges of emerging technologies. 

“From shaping policy to embedding ethical AI, every player in this ecosystem has a role to play. Together, we can turn regulatory changes into sustainable opportunities - protecting rights, enabling innovation, and securing a trusted digital future for all Malaysians.”

A key focus was the recent amendments to Malaysia's Personal Data Protection Act (PDPA), which introduced new regulations aimed at tightening data privacy controls.

While these regulations are crucial, experts agree that laws alone aren’t enough. In an era where AI and data analytics are reshaping business models, companies must go beyond compliance and create frameworks that prioritise the ethical use of technology.

The role of regulations and ethics

A highlight of the forum was a panel discussion featuring three distinguished experts: Farlina Said, Director of Cyber and Tech Policy at the Institute of Strategic and International Studies Malaysia; Shamsul Izhan Abdul Majid, CEO of the National AI Office; and Serene Kan, partner at Wong & Partners. Together, they offered valuable insights into the challenges and opportunities of navigating data privacy, ethical AI, and regulatory change.

Shamsul emphasised that building trust in AI means being intentional about how it’s designed and deployed. “AI is reshaping how we handle data,” he said, “but it’s our responsibility to ensure that its use doesn’t compromise consumer trust. Ethical AI isn’t just about protecting privacy - it’s about ensuring that technology serves people, not the other way around.”

Kan echoed this thought, emphasising the importance of accountability in data governance. “Transparency is key. Businesses need to be clear about how they collect, store, and use data,” she said. “When companies are open about their practices, consumers are more likely to trust them.”

Collaboration across sectors

By bringing together thought leaders from both the public and private sectors, through the Trust Circle forum, CelcomDigi sought to create a platform for sharing ideas, experiences, and solutions. Cross-industry dialogue is critical in building a comprehensive approach to trust.

Farlina stressed that collaboration is no longer optional; it’s become essential. “We need to work together,” she said. “No one sector can solve these challenges on its own. Whether you're a tech company, a regulator, or a policymaker, the stakes are high, and we all need to be aligned in our efforts to build a trusted digital ecosystem.”

Trust as a long-term investment

For Joachim, building trust is more than just a short-term goal - it’s an investment in the future. “Trust is the foundation of any successful digital business model,” he said. “If companies want to succeed in the long run, they need to make trust an integral part of their operations.”

This mindset is what drives CelcomDigi’s ongoing commitment to a secure, transparent, and responsible digital future. The Trust Circle forum is just one example of the company’s dedication to bringing together industry leaders, regulators, and policymakers to ensure that Malaysia’s digital transformation is guided by trust.

How much do Malaysians know about data privacy?

As Malaysia gears up to strengthen its Personal Data Protection Act in 2025, CelcomDigi wants to know: how well do Malaysians understand data privacy? To find out, the company has launched the National Privacy Awareness Survey 2025, aiming to collect 10,000 responses from Malaysians aged 18 and above. 

The survey will explore how confident people are in how their data is handled, what they know about their privacy rights, and how they manage personal information online. The results will help guide awareness campaigns, improve privacy features, and support efforts to build a more secure and trusted digital environment.

In line with its commitment to protecting customers’ data, CelcomDigi has also made its Privacy Notice easier to understand by creating infographic summaries in English, Tamil, and Mandarin. The survey is open until June 30, 2025 and is accessible here.

This S.A.F.E. Internet Series is in collaboration with CelcomDigi.

The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.