The CX Transformation Summit - Jakarta, Indonesia

upcoming events

Jakarta

Thailand

Nairobi

Lagos

Why is cx transforming summit

CX is the new battleground many companies lack agile, responsive customer relationship mechanisms to match their growth ambitions. Customer experience programs are no longer a cost, rather it is the way to build value

Attend the only focused event in Indonesia meant for organizations obsessed with excellence in customer experience with a core focus on " CX Leadership, Strategy, and Technology".

With data & digital disruption redefining every aspect of business today - this event will help you turn this challenge into an opportunity with foremost experts, the real practitioners sharing their insights to equip you with the strategy, tools and technology needed to make your customers your advocates, delighting them time and again.

One day event covering all the aspects related to CX in the region- The people, process, technology, culture, strategy

Focused talks on CX by inspirational thought leaders

Special focus on Call-centres , which form an important part of CX

A Special focus on Digital and Technology the most relevant subset of CX today

Learning's from managing CX in a digital pure play model

Focus on technologies like AI and VR to promote better CX

Measuring CX in different models

Understanding how to drive profitability of your CX initiatives

Be part of the West Africa's only CX and Contact Center event hosting more than 100 top CX and Contact Centre experts, business leaders, and industry innovators featuring inspirational, thought-provoking keynotes, panel discussions, techtalks, workshops and a host of networking opportunities.

WHY SHOULD YOU ATTEND?

Learn from the region's top CX and contact center experts
Get access to most innovative CX and contact center technologies implemented which has transformed various organizations
Explore CX and contact center strategies, roadblocks, success stories from cross industry experts

WHO SHOULD ATTEND?

CXO's
Country Heads
Regional Heads
VP
EVP
SVP
Directors
Heads

Customer Experience
Contact centre
Data and Analytics
Digital Transformation
IT
Customer Service Quality
Customer Service
VOC

Who will you meet?

Meet and learn from the leading CX and contact center experts from telecom, BFSI, Retail, Hospitality, Aviation, Government sectors amongst other sectors
Network with our delegates and speakers who are passionate about the best and latest innovations in CX & Contact Centers that help you understand the effective and efficient methodologies of implementing best case practices within your organization
Technology leaders and start-ups who have created path breaking technologies and solutions that have been revolutionising CX and Contact Centers worldwide

Industry leading Solutions Providers who you will meet at the Event

Artificial Intelligence
Big Data & Analytics
Business Intelligence and Reporting
Business Process Management
Customer Experience Management
Customer Experience Consultants
Customer Journey Mapping
Customer insight
Data Quality Enhancement

Customer Satisfaction monitoring
Employee Engagement
Loyalty and Rewards
NPS
Outsourced Call Centres
Predictive Analytics
Robotics and Process Automation
Social Media Management
Software and IT
VOC
Voice of Employees

Invited Speakers

Noor Adham Satria

Head of Customer Experience Excellence

James Erick Pattipeilohy

AVP Customer Experience

Citi Bank

Rudy A Dalimunthe

VP Operations & Customer Experience

Satyadev Saraviya

Chief Customer Engagement

Smartfren Telecom

Cipta Dwi Utama

Head of Customer Experience

Allianz

Ridwan Nugraha

SVP Customer Experience

Bank BTPN

Silvia Latief

Head of Customer Experience

DBS Bank

Agung Prastiya

Group Head Customer Experience & Excellence

LinkAja

Intan Eugenia

AVP Customer Experience

Home Credit

Melisa Chandra

Head Customer Care

YesJob

Fairuz Nandi

Head Customer Care

Zilingo

Aldila Septiadi

Asia Pacific E-business Director

L'oreal

Series Sponsors

Series Media Partners

AGENDA

Day 1

Time	Session
8:00 - 08:45 AM	Registration and Coffee
08:45 - 08:50 AM	Welcome address by Phoenix Business Intelligence
08:50 - 09:00 AM	Opening Remarks by the Chair
09:00 - 09:20 AM	Keynote: Evolving Role of a CX Leader The CXO is the new CMO Managing the shift from advertising to delivery The connection between CX and EX - success recipe The role of CXO in aligning customer and organization
09:20 - 10:00 AM	CXO Panel Discussion: How organisation can bridge the gap between their CX ambitions and CX capabilities? Role of the Board members to acknowledge and be responsible for CX transformation Embedding CX into each aspect of an organization’s culture. Alignment of CX and EX before investing in technology. Establish a comprehensive set of CX metrics and ensuring customer is always the primary focus
10:00 - 10:20 AM	Reserved For Sponsor (Platinum)
10:20 - 10:50 AM	Networking and Coffee Break
10:50 - 11:40 AM	CX Diaries: 12-minute CX thought leadership talks from pioneering cross-industry experts Foundations for CX Success Addressing Latest trends across the digital terrain. Overcoming challenges in CX Transformation Success stories and Q& A
11:40 - 12:00 PM	Session Reserved for sponsor
12:00 - 12:20 PM	Spotlight Session: Unlocking the doors of CX to prepare for the rise of Gen Z How to capture valuable insight to create experience they love Understand how will CX shape the Gen Z expectations? Anticipating what they are looking for and how they want to be served Role of personalization in building brand loyalty in Gen Zers.
12:20 - 12:40 PM	Tech Talk : CX Revolution : Improving CX through machine learning and A Machine Learning: How algorithms are impacting CX Strategy AI-driven Customer Analytics How to leverage on your CX strategy with VOC data
12:40 - 1:00 PM	Designing & Implementing an effective CX Transformation Programme
1:00 - 2:00 PM	Lunch and Networking
2:00 - 2:20 PM	Session: Robotic Process Automation for better CX and Higher Revenue RPA-integrated contact centers can help improve the customer experience (CX) as well as the employee experience. RPA collaboration across business units (BUs) and enhance operational efficiencies. Challenges and benefits of RPA in CX transformation.
2:20 - 2:45 PM	Campfire Session: Implementing a successful CX transformation plan is a difficult journey that involves constant reassessment and changes to journey maps. This panel will respond to live audience questions in order to create a dynamic conversation around existing industry challenges and to generate actionable solutions. Points to start with: Customer’s needs are constantly changing and expectations forever growing, thus how to fully meet customers' needs Stay one step ahead of the customer by understanding and realistically delivering what tomorrow’s customers want – today! How do you harness your customer journey maps to create an immersive experience? The Road Ahead: Overcoming your CX Obstacles
2:45 - 3:05 PM	Session Reserved for Sponsor
3:05 - 3:25 PM	Panel Discussion: How much responsibility do customers have in helping create better customer experience? Opening various channels for direct feedback between you and your customers How to encourage customers to talk to you, not just about you? Capture, understand, and socialize the authentic voice of your customer
3:25 - 3:45 PM	Session: The power of emotions in CX and its impact on your brand. What do businesses have to consider when creating emotionally engaging experiences? How can you map the emotional connections that a customer has with your brand? Can you measure a customers’ emotional connection and use that metric to further your cx agenda? Determine what high-touch emotion you are trying to resonate with, and how that emotion might differ throughout each of the ouchpoints.
3:45 - 4:20 PM	Round Table Round Table 1: Revolutionizing Content Experience to Revolutionize Customer Experience Get to know how content as a service can separate your company from competitors Interlace content seamlessly into the overall brand and customer experience across all verticals Personalizing contents for personalized experience Round Table 2: Enhanced Social approach for enhanced digital CX Connecting social outreach with organisation goals Understand the Social CX approach for B2B, B2C and C2C Engaging in 2-way conversation with your customer to avoid the risk of alienating your customer Drive value to customer through social media to create lasting impression
4:20 - 4:30 PM	Summary by Conference Chair
4:30 - 5:30 PM	End of Conference and Coffee /Networking

Time	Session
10: 30 - 1:30 PM	CX Workshops
2:30 - 5:30 PM	CX Workshops

Testimonials

Well Organised and the event had people across all verticals, The team did a wonderful job of coordinating efforts end to end with my Team

Account Manger

Freshworks

Intimate, Effective and to the Point, Keep up the Great Work We are happy we made it to the CX Transformation Summit, Great Effort by the Organizing team & en event very well executed

Business Development Director MEA

Zoho

Excellent Summit focussed on CX Transformation

VP CX

SBM Bank Kenya

Excellent opportunity to engage with like minded, passionate CX professionals to encourage inspire and learn from one another

Head Customer Proposition

Barclays Bank Kenya

Fantastic Event!!!! Certainly lives up to expectations and fills the day with creative ideas and plans. A Great brainstorming session

CX Manager

HSBC Egypt

Great Experience of going through CX Journey with thought leaders

CX Head

Electrolux

Excellent Event, Continue doing similar events

Head of Customer Experience

Credit Agricole

Great chance and platform to get CX Ideas from various sectors

Head of CX

Jumia

The Summit was an enriching experience, It gave us a platform to appreciate other industries and learn best CX Practices, I would definitely attend another session

Retail Experience Strategy Manger

Safaricom

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Jakarta ()

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Reach us on:

+91 8049521553

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[email protected]

upcoming events

Why is cx transforming summit

WHY SHOULD YOU ATTEND?

WHO SHOULD ATTEND?

Who will you meet?

Industry leading Solutions Providers who you will meet at the Event

Invited Speakers

Noor Adham Satria

James Erick Pattipeilohy

Rudy A Dalimunthe

Satyadev Saraviya

Cipta Dwi Utama

Ridwan Nugraha

Silvia Latief

Agung Prastiya

Intan Eugenia

Melisa Chandra

Fairuz Nandi

Aldila Septiadi

Series Sponsors

Series Media Partners

AGENDA

Evolving Role of a CX Leader

How organisation can bridge the gap between their CX ambitions and CX capabilities?

12-minute CX thought leadership talks from pioneering cross-industry experts

Unlocking the doors of CX to prepare for the rise of Gen Z

CX Revolution : Improving CX through machine learning and A

Robotic Process Automation for better CX and Higher Revenue

How much responsibility do customers have in helping create better customer experience?

The power of emotions in CX and its impact on your brand.

Testimonials

REGISTER

Reach us on:

Write to us: