CX Global Summit Indonesia 2025

Conference Day

REGISTRATION AND REFRESHMENTS

WELCOME ADDRESS BY FORTINUS EVENTS

OPENING REMARKS FROM THE CHAIRPERSON

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

THE FUTURE OF CX: PERSONALIZATION, AI, AND HUMAN-CENTRIC INNOVATION IN INDONESIA

• The evolution of customer experience from transactional to personalized, proactive, and AI-driven 
• The role of AI & digital transformation in CX and how is AI enhancing CX without replacing human touch 
• Personalization – The new standard for CX in retaining customers and promoting meaningful interactions 
• Human-Centric innovation culture – The Heart of CX through organization wide customer focused culture   
• The role and importance of C-Suite leaders in shaping the future of CX in Indonesia 

Rudy Manik, Chief Human Resource & Marketing Officer, FWD Insurance

PANEL DISCUSSION: AI IN CUSTOMER EXPERIENCE: TRANSFORMING ENGAGEMENT & LOYALTY IN INDONESIA

• Leveraging AI to enable Hyper-Personalization for Indonesia’s diverse market 
• Balancing AI & Human Interaction in multiple touchpoints by finding the right mix of automation and personal touch based on customer interaction data 
• Understanding customer emotions, social media trends, and feedback in Indonesia’s digital-first landscape via AI-Driven Sentiment Analysis
• Navigating local regulations (PDP Law) and consumer trust challenges in AI-powered CX   

MODERATOR:

Franz Sihaloho, Country Director, Braze

PANELISTS:

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

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

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

CONVERSATIONAL AI: MERGING AUTOMATION WITH EMPATHY

• Explore how advanced Natural Language Processing (NLP) models are being used to create chatbots that can simulate human-like interactions
• Learn how cultural nuances help build effective chatbot interactions
• How to balance conversational AI by incorporating emotional intelligence and adapting responses based on customer sentiment, and using personalized communication

NETWORKING TEA BREAK

PANEL DISCUSSION: CHANGING ROLES OF CMO & CCXO 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

MODERATOR:
Dr. Kartina Sury, Asia Regional Leadership Council, CXPA

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

Rudy Manik, Chief Human Resource & Marketing Officer, FWD Insurance

Tika Sylvia, Chief Marketing Officer, Koltiva

CREATING LOYALTY MOMENTS THROUGH EVERY TOUCHPOINT INTERACTION

• Leveraging data and technology for personalization strategies using AI and predictive analytics 
• Ensuring omnichannel consistency to bridge gap between digital and in-store experience  
• Turning pain points into loyalty builder through proactive customer service and engagement

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 a positive perception of your brand
• Enforcing the need for collaboration between departments for a customer-centric culture within your organization

Dr. Kartina Sury, Asia Regional Leadership Council, CXPA

NETWORKING LUNCH 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

FACILITATOR: Krisna Parahita, VP of Product and Analytics, LinkAja

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

FACILITATOR: Mireille Makmur, Head of Customer Experience, PT Bank Danamon Tbk

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

FACILITATOR: Ferdi Anggriawan, VP of Growth, Allo Bank

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

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

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  

Ketut Widya, GM FMC and Enabler Customer Value Management, PT Telkomsel

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 organization wants to achieve from tracking customer satisfaction metrics

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

AI IN DECISION-MAKING: BALANCING SPEED AND ACCURACY

• Discover how AI analyzes vast datasets to offer better insights that leads to better and faster decision making 
• Explore the risks of over-reliance on AI, including errors from incomplete datasets or algorithm biases 
• Combining AI insights with human intervention to ensure accuracy without sacrificing human touch

NETWORKING TEA BREAK

PANEL DISCUSSION: REAL-TIME CUSTOMER FEEDBACK: HARNESSING TECHNOLOGY FOR IMMEDIATE ACTION AND CONTINUOUS IMPROVEMENT

• Leveraging AI and automation for instant feedback collection across various touchpoints 
• Integrating feedback into actionable insights that drive immediate improvements and long-term strategy 
• Real-time feedback loops and agility to establish a rapid-response system for addressing customer concerns in real-time 
• Personalizing customer interactions using feedback data to understand customer expectations preferences and pain points

MODERATOR:

Vika Indriyasari, Commercial Director, SurveySensum

PANELISTS:

Marco Hidalgo, Group Head/VP of Digital, PT XL Axiata Tbk

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

Yanti Mayasari, Clinical Strategy & Innovation Director, Siloam Hospitals

PREDICTING ANALYTICS: ANTICIPATING CUSTOMER NEEDS BEFORE THEY ARISE

• Learn how predictive models can identify at-risk customers and engage them before churn occurs
• How to avoid pitfalls in interpreting and acting on data insights 
• Implementing real-time alerts for proactive engagement 

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

CLOSING REMARKS FROM THE CHAIRPERSON

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