START CX FIRST 2023: Unleashing the Power of Next-Gen Customer Experiences
Customer Experience (CX) always evolves and is no longer limited to just providing good customer service; it has become a holistic approach that reaches various aspects of a customer’s interaction with a brand or company across multiple touchpoints and domains. Several factors might contribute to the evolution of CX practices, for example, changing customer expectations, technological advancements, and shifts in business strategies.
In the current landscape, it reminds us how the ‘Proactive’ value at Tokopedia Care drives the Customer Excellence Directorate, playing a significant role in ensuring that CX becomes a key differentiating factor for Tokopedia. This ‘Proactive’ value encourages us to stay aware of everything happening around us and signifies our willingness, as Nakama, to go the extra mile to assist. As CX practices continue to evolve, this ‘Proactive’ approach should guide leaders and CX practitioners, not only within traditional CX domains but also as they transition to new approaches.
Current challenges of Customer Experience practices.
Clootrack defines the 9 biggest challenges in CX in 2023 and beyond (Clootrack 2023). It is found that several challenges have emerged as businesses strive to meet the changing needs and expectations of their customers and organizations, which include but are not limited to the data quality, difficulty in demonstrating the return on investment (ROI) of CX initiatives, also the use of the right and proper technology to support the customer experience.
- Data quality
Customer information might sometimes be missing, incorrect, or outdated, which could lead to incorrect assumptions about customer preferences and behaviors. All of this can make it harder for CX managers to achieve their goals. Moreover, data that isn’t quite up to par might cause us to miss out on opportunities to enhance the customer experience, as important insights and trends might be unintentionally overlooked.
2. Customer Experience ROI
Another challenge from CX practitioners encounter is persuading company leaders that investing in this area will bring positive results. Compared to activities like selling products and promoting them, the aspect of making customers happy is sometimes considered a less tangible aspect of the business. Clootrack says the challenge is proving that the investment in CX programs is worth it. Organizations must be able to quantify the value of CX programs to demonstrate their long-term ROI. Also, the metrics should be chosen carefully, reflecting the organization’s biggest business drivers and most important goals. (Clootrack 2023)
3. Proper technology to support customer expectations.
Customers expect to move seamlessly through both physical and digital channels but sometimes organizations find it very hard to decide what technology is suitable or how to implement the current existing technology in their daily operations. For example, the use of implementing Generative Artificial Intelligence (AI) in customers’ journeys. Simply, Generative AI itself refers to a category of AI techniques and models that are designed to generate content that is novel, creative, and often indistinguishable from content created by humans. It can generate new data, such as images, text, music, or even videos, based on the patterns and structures present in the training data.
Some organizations might find it challenging to implement generative AI due to various reasons, but trying to invest in up-to-date technology and getting support from managers in organizations is something that Tokopedia does to meet the customers’ expectations just like Tokopedia’s AVP of Engineering, Widjanarko Eko Djatmiko Adi said for Intel:
“Technological support is crucial for us to ensure that users can receive the best experience every time they use the Tokopedia platform.”
Based on the challenges above and the spirit of activating ‘Proactive’ value, this is why we present: START CX FIRST Summit 2023 to invite and share with others about breaking the barriers of traditional customer experience practice to be more inclusively embedded within the organization.
START CX FIRST SUMMIT 2023
This year, we’re organizing our biggest and most prominent customer experience conference in Indonesia for the third time. After we successfully attracted 52,100 people to watch the summit online last year, this year, START CX FIRST Summit 2023 will bring fresh perspectives, igniting discussions among students and industry professionals.
Through the years, the ways we handle customer experiences have changed a lot. We’ve tried out many new ideas and explored areas that we didn’t think were related to customer experience before. With this in mind, it’s clear that customer experience efforts aren’t just the responsibility of one part of a company. Instead, everyone in the organization needs to work together on this and believe that this could become really important in the future for attracting customers.
START CX FIRST Summit 2023 returns with the theme “Beyond Boundaries: Breaking Barriers to Amplify Customer Experience” on Thursday, 4 September 2023. It presents as a forum to discuss and explore measures that can be taken in tapping the untapped domains, such as economics, marketing, ESG initiatives, and new technology implementation, that may define the future of Customer Experience. Get more information from the video below:
Panel Discussion: Harmonizing Physical and Digital Experiences in an Online Dominant World.
The COVID era reshaped business dynamics, pushing us to swiftly adapt to a digital-centric world. Digital adoption surged, engaging previously untapped customers and redefining online customer relations. Amidst this, businesses grappled with processing new data streams while ensuring rapid fulfillment. You can discover how businesses can navigate this evolving landscape by blending the best of both physical and digital experiences in this session.
Breakout A: Beyond Boundaries
Ready to go to the infinity and beyond? You’ll learn more about customer experience from different viewpoints. Check the inspiring topics and speakers below:
- Future of CX Foundations: Talent, Technology, and Flexibility by Chrystiadi Harris Purwantoro (Head of Engineering, Tokopedia), Nia Qoyimmah (AVP of Human Resources, Kenangan Brands), Bambang Suryadi (VP Operations, Mitracomm Ekasarana), Ghina Qudsi ( Customer Operations Senior Lead, Tokopedia (Moderator)).
- ESG and CX: Understanding the Motivations, Path, and Challenges by Tanah Sullivan (Head of Sustainability, GoTo), Emilia Bassar (CEO CPROCOM & BPP PERHUMAS), Devina S. Raditya (Director of Environment & Sustainability, GSC International at Schneider Electric), Rossy Triana Iskandar (Enterprise Solution Lead at Tokopedia (Moderator)).
- Investing in Customer Experience to Build a Resilient Business by Sal Singh (Financial Controller, Tokopedia), Zain Suharwardy (Managing Director South East Asia Digital Commerce & Growth Practice, Accenture Song), Gervasius Samosir (Directo, Roland Berger), Andrea Christiana (Senior Operations Governance & Partnership, Tokopedia (Moderator)).
- Mastering Multigenerational CX as a Customer Retention Strategy by Didik Suwanto (VP of Customer Engagement, Tokopedia), Agus Handayanto (Division Head Innovation Center, Pegadaian), Keyko Audrin (Head of Growth, Stockbit & Bibit), Laras Avisha (Customer Operations Lead, Tokopedia (Moderator)).
Breakout B: Breaking Barriers
Not only that, several inspiring speakers will also provide you with interesting insights and information to inspire you.
- Transforming Consumer Insights: Bridging Technology and Traditional CX Measurement by Wilsan Wijaya (Analytics Manager, Tokopedia), Banto Twiseno (Head of Consumer and Market Insight, Personal Care at Unilever Indonesia), Andi Sukma (Executive Director, Ipsos), Satrio Bimo Wijardono (Customer Insights & Analytics Lead, Tokopedia (Moderator)).
- Transform Your Organization’s Customer Experience Strategy by Yosie Syafitra (Head of Customer Success, Tokopedia), Foster Kurniawan (Head of Digital Strategy, Tokio Marine Indonesia), Pandu Putra Alam (Service Excellence Strategy Head, Gojek), Chaisar Ahmad (Senior Operations Governance & Partnership, Tokopedia (Moderator)).
- Unleashing the Power of Customer and Brand Experience by Hilda Kitti (VP of Marketing, Tokopedia), Astrid Ariani Wijana (Head of Marketing Dept., PT Hyundai Motors Indonesia), Kukuh Nugroho (CX Director, Ogilvy Indonesia), Bayu Aditya Putra (Sales & Marketing Senior Lead, Tokopedia (Moderator)).
- Harnessing Generative AI for Customer Experience Strategy by Gaurav Khanna (Head of Data Science, Tokopedia), Alham Fikri Aji (Assistant professor NLP, MBZ University of AI), Fiki Setiyono (Country Lead Azure GTM, Microsoft ASEAN), Jhonson Lee (Principal Data Scientist, Tokopedia (Moderator)).
Don’t forget to share the event on your social media and use the #CXFIRSTSummit2023 hashtag to celebrate the importance of delivering great customer experience at every level. Hope everyone can have a marvelous experience and get tons of insight for better customer experience practices in the future. Register for FREE through tkp.me/start-cxfirst and see you at START CX FIRST Summit 2023!
