START CX FIRST Summit 2022: Redefining CX Strategies to Navigate the Complex Future of Business

The ongoing pandemic has changed many aspects of our daily lives, including our everyday habits. COVID-19 has also indirectly impacted market conditions globally, making business processes within industries even more complex. Consequently, business owners have to adapt to changing market conditions to stay relevant.

In line with changing market conditions, customer behaviors are evolving. Among other changes, we can see an acceleration of the shift to online shopping and in customers’ shopping habits. Therefore, for a business to thrive, a key focus must be placed on offering products and services that consumers truly need, and providing an excellent customer experience (CX).

Are you a CX enthusiast eager to learn more about the best customer experience practices? Are you a business owner who is motivated to better engage with your customers? Or are you curious about the true business value of exceptional customer experience? START CX FIRST Summit is the event for you! This year, Tokopedia Academy is back with its annual customer experience summit to highlight the theme of “Redefining CX Strategies to Navigate the Complex Future of Business”.

START CX FIRST Summit

START CX FIRST Summit 2021

For Tokopedia, especially for Tokopedia Care, September has always been a special month as the country celebrates National Consumer Day. To celebrate the event, our START CX FIRST Summit will return for the second time to offer our first hybrid conference; keynote speakers and representatives from sponsors, media outlets, and our partners can attend the event offline at Tokopedia Tower, while other speakers are able to provide and engage into insightful conversations virtually with audiences via the Tokopedia Academy website, Tokopedia Play, and Youtube: Inside Tokopedia.

During the one-day summit, 40 speakers who are experts in the area of customer experience operating in various industries will provide insightful discussions related to navigating CX in the complex future of business. They are set to delve into 18 interesting topics to explore the various ways CX can be leveraged by redefining the Human Touch, Operations, Product, and Technology.

Track 1: Human Touch & Operations

All Speakers line up for Panel Discussion, Human Touch, & Operations track

• Personalized Experience: Getting Used to the New Digital Touchpoint Environment by Donald Situmorang (Digital Sales Director of Schneider Electric), Ainul Hamam (GM Customer Care Experience and Strategy Management, PT Telkomsel), and Philip Joseph (Senior Vice President of Customer Experience & Service Operations, Indosat Ooredo).
• Harnessing the Potential Power of People Through Customer-Centered Culture by Libertha Hutapea (Associate Vice President of People Partner & Talent Development, Tokopedia), Melanie Ayu (Organizational Development & Culture Transformation, ICF Coach), and Riris Sianipar (Senior Manager HR, MitraComm Ekasarana).
• Identifying Business Risks as a Measure to Improve CX by Bagas Dhanurendra (Head of Risk Management, Tokopedia), Hana Abriyansyah (Head of Information Security, GoTo Financial), and Fajar Eri Dianto (Dewan Pengarah SiBerkreasi & Ketua Umum RTIK Indonesia).
• The Secret of Re-Engineering Business Operations Without Losing the Human Touch by Devy Pranowo (Associate Vice President of Customer Experience, Tokopedia), Setiaji (Senior Advisor for Minister of Health of the Republic of Indonesia), and Akhmad Saeful (Vice President Corporate Audit, Risk Management, and Business Transformation, PT Paragon Technology & Innovation).
• Drive Business Value Through Customer Engagement by Yudhiaji Cahya Kusuma (Vice President of Physical Goods, Tokopedia), Raihan Al Fauzan (Vice President, Head of Shipper Experience, Ninja Xpress), and Muhammad Taufiqurrakhman (Head of Gojek Brand Activation).

Track 2: Product & Technology

All speakers line up for Product & Technology track

• Harmony of Technological Innovation to the Customer Experience by Puput Pratiwi Hidayat (Vice President of Seller Experience, Tokopedia), Tina Lusiana (Vice President of IT Business Intelligence and Analytics, PT Telkomsel), and Kaspar Situmorang (CEO of PT. Bank Raya Indonesia Tbk.).
• Leveraging Customer Journeys to Create End-to-End Value for Customers by Rusdy Sumantri (Director at NielsenIQ Indonesia), Reska Donaga (Vice President of Product, SiCepat), and Foster Kurniawan (Head of Digital Strategy, Tokio Marine Indonesia).
• Harnessing CRM Tools to Create Blissful Customers by Akbar Prathama Sadikin (Customer Experience Senior Lead, Tokopedia), Delta Purna Widyangga (Co-Founder and CEO, Qiscus), and Hunady Budihartono (Strategic Account Director — Service, Salesforce).
• Creating an Emotional Connection With Customers Using Chatbot by Hery Septiadi (Customer Experience Senior Lead, Tokopedia), Ayu Purwarianti (Chief Scientist of Text, Prosa.ai), and Irzan Raditya (Co-Founder and CEO, Kata.ai).

Keynote Session

• Supporting Online Commerce to Stimulate Nation’s Economy by Dr. (H.C.) H. Zulkifli Hasan, S.E., M.M. (Minister of Trade of the Republic of Indonesia)
• Consumer Rights Protection as Core to Safeguard Customers in the Online Transactions by Tulus Abadi (Ketua Pengurus Harian Yayasan Lembaga Konsumen Indonesia).
• Transformation in Customer Experience as the Key to Supporting Business Growth by Sri Safitri (Chairlady ICXP & Head Of Digital Vertical Ecosystem Education — Telkom Indonesia)
• How to Manifest Company-Wide DNA to Deliver the Best and Memorable Experience to Our Customer by Leontinus Alpha Edison (Co-Founder and Vice Chairman, Tokopedia)
• Tokopedia Care: Evolving Beyond Contact Center by Harmonizing Human Touch and Technology by Rudy Dalimunthe (Senior Vice President of Sales Operation & Product, Tokopedia)
• Empowering Our Employee as the Main Pillar of Transformation by Libertha Hutapea (Associate Vice President of People Partner & Talent Development, Tokopedia)
• Empowering Customer Experience by Elevating Government Initiatives within Digital Transformation by Astri Wahyuni (Senior Vice President of Public Policy and Government Relations, Tokopedia)
• #OneTokopedia Spirit to Accelerate Growth & Improve Customer Experience by Stephanus Tedy Tandrawijaya (Technical Fellow, Tokopedia)
• CX as a Strategic Imperative for Indonesian Companies by Roman Nedielka (Advisor, PwC Indonesia)

Customer-Centered Solutions to Improve CX Practices in Indonesia

Through START CX FIRST Summit 2022, Tokopedia Care invites CX and contact center enthusiasts, students, fresh graduates, startup founders, entrepreneurs, CTOs, academics, and professionals to participate in an interactive conference that aims to raise the bar for customer experience practitioners in Indonesia. Join us and explore the latest tech innovations, learn from experts, and connect with fellow CX enthusiasts!

Watch the official START CX FIRST Summit 2022 video for a glimpse into our exciting event. Don’t forget to share the event on your social media and use the #CXFIRSTSummit2022 hashtag

What are you waiting for? Register now to join START CX FIRST Summit through tkp.me/start-cxfirst for FREE!