CX Global Summit Indonesia 2025

Main Conference Day 1

REGISTRATION AND REFRESHMENTS

WELCOME ADDRESS BY FORTINUS EVENTS

OPENING REMARKS FROM THE CHAIRPERSON

THE ROLE OF GOVERNMENT IN ADVANCING CX IN INDONESIA

• • Summarizing the government policies and regulations impacting CX in the private sector
  • Promoting CX innovation adoption through incentives and comprehensive initiatives
  • Fostering public-private partnerships to establish collaboration in improving CX in Indonesia

PANEL DISCUSSION: CHANGING ROLES OF CMOS & CCXOS IN SHAPING FUTURE CX

• Embracing the evolving roles of CMOs and CCXOs in customer experience strategy to stay competitive in the market
• Aligning customer experience with organizational goals and KPIs for seamless CX strategy execution
• Cultivating a customer-first culture at every level of the organization to ensure a shared vision and holistic collaboration between departments
• Assessing the challenges faced by CMOs and CCXOs in leading CX transformation in Indonesia’s dynamic and diverse market

PANELIST:
Edwin Sugianto, COO & CMO, AXA Insurance Indonesia

AI FOR CX IN BFSI: TRANSFORMING CUSTOMER INTERACTIONS IN THE BFSI SECTOR

• • Understanding how AI is transforming customer service in BFSI sector to enhance customer interaction
  • Addressing how AI can be integrated into all touchpoints for seamless customer experience
  • Discussing on how AI can enhance fraud prevention and data security to establish customer trust in the BFSI sector

NETWORKING TEA BREAK

INTERACTIVE ROUNDTABLE
With a total of 5 interactive roundtable topics on pressing issues, delegates will rotate at each session and will be able to participate and deep-dive into problems and solutions on every roundtable spread throughout the two days. You will walk away with thought leadership from the subject matter experts at each table.

TABLE 1: TRANSFORMING CONTACT CENTRES WITH LATEST TECHNOLOGIES

• • Embracing the new era of contact centres by integrating AI to streamline and enhance contact centre operations
  • Omnichannel contact centres: Supporting customers across voice, chat, email, and social
  • Leveraging AI-powered automation to reduce wait times and improve first-contact resolution
  • Assessing key metrics and technologies to measure contact centre performance and CX outcomes

TABLE 2: HARNESSING AI FOR NEXT-LEVEL CX INNOVATION

• • Learning how AI improve customer journeys at scale through AI-driven personalization
  • Benefitting from real-time decision-making through AI to improve customer service and engagement
  • Overcoming challenges in AI adoption for better data integration, privacy, and scalability

TABLE 3: IMPLEMENTING VOICE OF THE CUSTOMER (VOC) AND LEVERAGING FEEDBACK TO DRIVE CHANGE

• • Improving customer satisfaction and loyalty through VoC feedback across all channels
  • Promoting better product/service development and recommendations to meet the diverse needs of the customer
  • Establishing the right channel for VoC implementation based on customer profiles and preferences

TABLE 4: OMNICHANNEL IMPLEMENTATION TO CONNECT ALL TOUCHPOINTS FOR SEAMLESS AND CONSISTENT EXPERIENCES

• • Understanding how integrated omnichannel strategy is essential in today’s diverse customer landscape
  • Delivering consistency across physical, digital, and virtual touchpoints based on customer past interaction and behaviour
  • Benefitting from personalization and data-driven insights for creating seamless customer journeys

TABLE 5: EXPLORING PERSONALIZATION IN CX TO CREATE TAILORED EXPERIENCES THAT DRIVE LOYALTY AND GROWTH

• • Understanding the power of Data-Driven Personalization in meeting every customer’s needs and preferences
  • Leveraging on data analytics to enable personalization in your CX strategy
  • Enhancing customer experience, engagement and satisfaction by balancing automation with the human touch
  • Measuring the impact of personalization on customer loyalty and ROI for future improvement and decision-making

NETWORKING LUNCH BREAK

CX AS THE BEDROCK OF BRAND LOYALTY

• • Establishing emotional connection with your customers with your brand to cultivate customer loyalty
  • Leveraging on brand to demonstrate a commitment to distinctive customer experience
  • Creating competitive edge by influencing perceptions and communicating brand values, mission and vision

Tika Sylvia, Chief Marketing Officer, Koltiva

DESIGNING CUSTOMER-CENTRIC PRODUCTS AND SERVICES

• • Understanding the principles of user-centred design that fits your business culture and customer needs
  • Conducting effective user research and testing to get feedback for further improvement
  • Bridging the gap between existing product/services and customer expectations for better customer retention

Yuwana Stiani, Head of Customer Knowledge & Experience, Zurich Indonesia

TRACKING CUSTOMER SATISFACTION METRICS FOR COMPREHENSIVE CUSTOMER SEGMENTATION

• • Determining the stages of customer journey and channel to identify customer perception and expectation
  • Discussing the Key CX Metrics that are commonly used in Hospitality Industries (including NPS & CSAT) and determining which makes more business sense to your organization
  • Establishing the right goal and what your organizations wants to achieve from tracking customer satisfaction metrics

Tasya Nur Intan Dewi, Group Head Customer Experience, PT Aviasi Pariwisata Indonesia

EMPLOYEE EXPERIENCE (EX) AS THE FOUNDATION OF EXCEPTIONAL CX

• • Understanding the direct link between employee engagement and customer satisfaction
  • Designing EX initiatives that empower employees to deliver great CX
  • Formulating comprehensive employee training and recognition to create a customer-first culture
  • Leveraging EX as a key differentiating tool to improve customer experience and staying competitive

Lady Octavia Limbong, Head of Customer Experience, PT Asuransi Jiwa BCA

NETWORKING TEA BREAK

MEASURING ROI ON CX INITIATIVES TO QUANTIFY CUSTOMER EXPERIENCE IMPACT

• • Determining the right ROI drivers that works for your organization and business goals
  • Aligning CX metrics with business outcomes to ensure a more holistic CX approach to the customers
  • Tracking the financial impact of CX investments to determine initiative success rate for further improvement
  • Learning on how to calculate CX ROI with attribution models

CUSTOMER DATA PROTECTION AND CYBERSECURITY AS TOP PRIORITIES IN CX STRATEGIES

• • Prioritizing customer data privacy as the key to building strong, trusting customer relationship
  • Learn best practices in protecting customer data to establish trust and positive perception on your brand
  • Enforcing the need for collaboration between departments for a customer- centric culture within your organization

BUILDING YOUR OWN AI-DRIVEN CUSTOMER EXPERIENCE STRATEGY

• • Leveraging on AI to understand the local market and adapting to Indonesia’s diverse customer base
  • Harnessing on data analytics and AI for personalization and predictive insights
  • Integrating AI across multiple channels throughout customer journey
  • Addressing the local challenges of adopting AI in your organization

CLOSING REMARKS FROM THE CHAIRPERSON

Main Conference Day 2

REGISTRATION AND REFRESHMENTS

WELCOME ADDRESS BY FORTINUS EVENTS

OPENING REMARKS FROM THE CHAIRPERSON

TRANSITIONING INTO A CUSTOMER-CENTRIC CULTURE WITHIN YOUR ORGANIZATION

• • Integrating CX as a core business strategy and a key differentiator in a highly competitive market
  • Utilizing CX as a driver for innovation and market relevance by creating innovative products/services that meet ever-changing customer expectations
  • Understanding the role of AI and technology in CX to stay competitive in the market
  • Setting the tone and demonstrating through leadership that CX is a strategic approach for every business

Dian Paskalis, Country Director – Growth, Cove

PANEL DISCUSSION: THE E-COMMERCE BOOM IN INDONESIA: HOW EXCEPTIONAL CUSTOMER EXPERIENCE (CX) CAN SHAPE THE FUTURE OF RETAIL

• • Understanding the current state of CX in Indonesia’s e-commerce sector and the birth of mobile commerce
  • Pushing the boundaries of CX through innovation and adoption of AI
  • Reviewing on the explosive growth of social commerce and its impact to organizational bottomline
  • Discussing on the impact of regulatory compliance on CX initiatives in E-Commerce

Budiono Darmawan, Chief Marketing Officer, Ruparupa.com

HARNESSING THE POWER OF INTEGRATION IN CX

• • Understanding the current state of CX in Indonesia’s e-commerce sector and the birth of mobile commerce
  • Pushing the boundaries of CX through innovation and adoption of AI
  • Reviewing on the explosive growth of social commerce and its impact to organizational bottomline
  • Discussing on the impact of regulatory compliance on CX initiatives in E-Commerce

NETWORKING TEA BREAK

INTERACTIVE ROUNDTABLE
With a total of 5 interactive roundtable topics on pressing issues, delegates will rotate at each session and will be able to participate and deep-dive into problems and solutions on every roundtable spread throughout the two days. You will walk away with thought leadership from the subject matter experts at each table.

TABLE 1: TRANSFORMING CONTACT CENTRES WITH LATEST TECHNOLOGIES

• • Embracing the new era of contact centres by integrating AI to streamline and enhance contact centre operations
  • Omnichannel contact centres: Supporting customers across voice, chat, email, and social
  • Leveraging AI-powered automation to reduce wait times and improve first-contact resolution
  • Assessing key metrics and technologies to measure contact centre performance and CX outcomes

TABLE 2: HARNESSING AI FOR NEXT-LEVEL CX INNOVATION

• • Learning how AI improve customer journeys at scale through AI-driven personalization
  • Benefitting from real-time decision-making through AI to improve customer service and engagement
  • Overcoming challenges in AI adoption for better data integration, privacy, and scalability

TABLE 3: IMPLEMENTING VOICE OF THE CUSTOMER (VOC) AND LEVERAGING FEEDBACK TO DRIVE CHANGE

• • Improving customer satisfaction and loyalty through VoC feedback across all channels
  • Promoting better product/service development and recommendations to meet the diverse needs of the customer
  • Establishing the right channel for VoC implementation based on customer profiles and preferences

TABLE 4: OMNICHANNEL IMPLEMENTATION TO CONNECT ALL TOUCHPOINTS FOR SEAMLESS AND CONSISTENT EXPERIENCES

• • Understanding how integrated omnichannel strategy is essential in today’s diverse customer landscape
  • Delivering consistency across physical, digital, and virtual touchpoints based on customer past interaction and behaviour
  • Benefitting from personalization and data-driven insights for creating seamless customer journeys

TABLE 5: EXPLORING PERSONALIZATION IN CX TO CREATE TAILORED EXPERIENCES THAT DRIVE LOYALTY AND GROWTH

• • Understanding the power of Data-Driven Personalization in meeting every customer’s needs and preferences
  • Leveraging on data analytics to enable personalization in your CX strategy
  • Enhancing customer experience, engagement and satisfaction by balancing automation with the human touch
  • Measuring the impact of personalization on customer loyalty and ROI for future improvement and decision-making

NETWORKING LUNCH BREAK

CRAFTING UNIQUE JOURNEY WITH HYPER-PERSONALIZATION

Rajesh Grover, Group Vice President – AI, Digital & Omnichannel, Kanmo Group

UNLOCKING CUSTOMER INSIGHTS THROUGH JOURNEY MAPPING AND VISUALIZATION

• • Building an effective customer journey map for consistent and seamless customer interaction across all touchpoints
  • Identifying points of friction, gaps, and opportunities for improvement through journey mapping and visualization
  • Aligning customer journey insights with marketing, sales, and service strategies to drive conversion and loyalty

Yanuar Rezqi, General Manager Marketing & Customer Experience, Kasoem Group

LEVERAGING SOCIAL COMMERCE AND AFFILIATE MARKETING TO CREATE AUTHENTIC CUSTOMER EXPERIENCES

• • The importance of authenticity in CX and why it matters to your organization 
  • Leveraging social commerce & affiliate marketing to build brand trust and redefine the customer journey 
  • Customer Feedback: Leveraging the hidden benefit of affiliates in promoting CX and customer retention 
  • Data and Analytics: Enriching CX through analytics and personalization 

Budiono Darmawan, Chief Marketing Officer, Ruparupa.com

DRIVING CUSTOMER RETENTION WITH EFFECTIVE CX STRATEGIES

• • Understanding the link between exceptional CX and long-term customer loyalty
  • Determining the key elements of a Retention-Focused CX Strategy that works for your organization
  • Using data analytics to predict customer churn and proactively address concerns before losing a customer
  • Creating engaging post-purchase experiences to retain existing customers

Yustiar Rizawan, Head of Digital & Marketing Communication, PT Bluebird Group

NETWORKING TEA BREAK

LEVERAGING AUTOMATION TO ENHANCE CX PERFORMANCE

• • Exploring how automation can be utilized in CX and the impact on CX performance 
  • Using data analytics and AI to drive smarter automation and minimize response time 
  • Finding the right balance of automation and human touch to cater to different customer segments 
  • Measuring the success of automation in CX for continuous improvement 

CONTACT CENTRE WORKFORCE OPTIMIZATION TO EMPOWER AGENTS FOR EXCEPTIONAL CX

• • Learning on how to build a high-performing contact centre team and meet customers’ needs
  • Empowering contact centre agents with real-time insights & tools to improve customer interaction
  • Providing the frontlines with the right tools and insights to ensure seamless interaction
  • Optimizing contact centre scheduling to cope with the trend of remote working while achieving CX strategies goals

SCALING DATA-DRIVEN CUSTOMER ENGAGEMENT FROM ALL TOUCHPOINT

• • Empowering frontline teams to deliver better customer experience based on past interaction and preferences
  • Leveraging on data analytics to determine customers’ preferred channel
  • Personalizing customer experience at scale and all touchpoints to foster emotional connection
  • Benefitting from better decision making, strategy implementation and future improvements with data analytics

Closing remarks from the Chairperson