START CX FIRST Summit: A Journey to Uplift The Standard of Experience for Indonesian Customers!

4 September 2021 is known as the National Customer Day in Indonesia. Many businesses are taking advantage of this momentous day to give distinctive services for their customers. Some of them even organize an event to commemorate the occasion, and Tokopedia is doing both!

Tokopedia has gone through many transformations to reach its current stage. It grew along with the growth of the e-commerce industry in Indonesia. As per June 2021, we currently have more than 11 million sellers, an addition of more than 40% of sellers since the pandemic occurred. Consumer demand also increased in a short time, and this has impacted our customer interactions. Throughout 2020, there was an increase in customer interactions by up to 70%.

Tokopedia knows that the increasing number of interactions cannot be handled by increasing the capacity or number of agents, as it is not a good long term solution. Instead, Tokopedia through Tokopedia Care combines technology, data analytics, and customer management innovation to uplift the way we deliver service and customer experience. We believe that this experience that we deliver can be a new differentiator for Tokopedia to win customers’ heart.

START CX FIRST Summit is Tokopedia’s first step to embark on a new journey to raise awareness, educate, and also be the medium to deliver our message to other contact center and customer experience practitioners. Coming on 4 September 2021, this virtual conference will highlight best practices in customer experience and spark discussion among practitioners so that we can have the right blend between human touch, technology, and data in creating the best customer experience for all Indonesian customers.

We hope that through START CX FIRST Summit, we’re able to showcase the best customer experience practices and tremendously uplift the standard of experience for Indonesian customers.

The summit will cover more than 40 Customer Experience experts with more than 20 exciting topics related to customer experience practices across industries. The session will show you how to create the perfect combination of human-touch, technology, and analytics-driven solutions that can help organizations generate new ideas and inspiration.

Keynote Session from the Best CX Leaders

During the Keynote Session, Tokopedia not only invites our leaders to share about the incorporation of customer experience throughout the company, but also the government, association, and professionals to share their perspectives about customer experience and customer care unification. The following are topics you can expect from the Keynote Session:

1. Tokopedia Care: An Odyssey of Customer Experience Transformation by Rudy A. Dalimunthe (Senior Vice President of Customer Excellence of Tokopedia)
2. Shaping an Organization-wide Ideology To Manifest Customer-Centric Mindset by Melissa Siska Juminto (COO of Tokopedia)
3. Investing in Employee Experience to Propel Customer Experience by Nanang Chalid (Vice President of People & Office Management of Tokopedia)
4. Accelerating High-Tech Innovation in Today’s Customer Experience by Aswin T. Utomo (CIO & Chief of Staff Engineering, Senior Vice President of Tokopedia)
5. #OneTokopedia as a Spirit to Improve Customer Experience by Herman Widjaja (CTO of Tokopedia)
6. Safeguarding Customer’s Right By Heart by Leontinus Alpha Edison (Co-Founder & Vice Chairman of Tokopedia)
7. Safeguarding the Interest of Customers Against Unfair Trade Practices from Government Perspectives by Veri Anggrijono (Director General of Consumer Protection and Trade Order, Indonesian Ministry of Trade)
8. Consumer Protection Policy as a Catalyst in Supporting Digital Economy Growth by Rizal E. Halim (Chairman of The National Consumer Protection Agency (BKPN RI))
9. Protecting Consumer Rights in the Online Settings by Tulus Abadi (Chairman of The Indonesian Consumers Foundation (YLKI))
10. How to Improve Customer Perception with the CX Pyramid by Daniel Ord (Founder & Director of OmniTouch International)
11. Global Contact Center Transformation when Pandemic Hit by Raj Wadhwani (Designation President of ContactCenterWorld.com Global Association)
12. The Movement and The World Vision of The Indonesian Contact Center by Andi Anugrah (Chairman of Indonesia Contact Center Association)
13. It Takes The Whole Village to Provide Great Customer Experiences! by Paul Baptist (Senior Director — Solution Consulting for Customer Service Management of Service Now)

Following the Keynote Session, the summit also offers a variety of sessions to help you better understand and adopt customer experience strategies across industries.

Insightful Panel Discussion from CX Practitioners

In the Panel Discussion sessions, Customer Excellence Leaders and other practitioners will discuss their approaches and how to leverage CX across different sectors. The list of topics and speakers of the Panel Discussion are as follows:

Transforming Customer Experience in Response to COVID-19

1. Didik Suwanto (Associate Vice President of Customer Engagement of Tokopedia)
2. Sri Safitri (Deputy Executive Vice President Customer Experience & Digitalisation of Telkom Indonesia)
3. Leonardo Koesmanto (Managing Director — Head of Digital Banking of PT Bank DBS Indonesia)
4. Anindita Galuh Wardhani (Executive General Manager of Airport Service Division of Angkasa Pura II)

Digital Service Experience: “The New Contact Center in Digital Way”

1. Ghina Qudsi (Competency & Strategy Senior Lead of Tokopedia)
2. Praryadi Slamet (Head of Customer Service Grup of Samsung Electronics Indonesia)
3. Reni Septiana (Senior Vice President Center of Digital of PT Bank Central Asia Tbk.)
4. Noer Adham Satria (Senior Vice President — Head of Operations & Customer Excellence of Alami Sharia)

Boost Employee’s Engagement and Well-being to Deliver the Best Customer Experience

1. Siska Indah Pratiwi (Communication & Engagement Senior Lead of Tokopedia)
2. Wani Sabu (Executive Vice President of PT Bank Central Asia Tbk.)
3. Wardhani Soedjono (Life-Time Service Practitioner)

The Future of Digital & Customer Experience

1. Devy Pranowo (Associate Vice President of Customer Experience of Tokopedia)
2. Roman Nedielka (Business Development Advisor, Leader Front Office Transformation of PwC Indonesia)
3. Phillip Joseph (Senior Vice President Customer Experience & Service Operations of Indosat Ooredoo)
4. Dian Firlia (Head of Customer Experience of AXA Mandiri Financial Service)

Sharing Session with CX Practitioners

To gain better information on how technology and data can improve customer experience, Tokopedia offers a deeper sharing session carried out by a variety of experts on the following topics:

Optimizing Digital Transformation with Best in Class Agent-Facing Technology

1. Akbar Prathama (Product Manager Senior Lead of Tokopedia)
2. Arshad Mumtaz (Senior Vice President & Business Head — BPO of IGT Solutions)
3. Rony Herdiyanto (Engineering Manager of Tokopedia)

Emerging Trends in Contact Center Technology

1. Hery Septiadi (Customer Experience Senior Lead of Tokopedia)
2. Hunady Budihartono (Country Manager of Genesys)
3. Juan Almer (Associate Vice President of Customer Experience of Anteraja)

AI in Contact Center: The Capability, Game Plan, and It’s Fortune

1. Chrystiadi Harris (Head of Engineering of Tokopedia)
2. Syafri Bahar (Vice President of Data Science of Gojek)
3. Irzan Raditya (CEO & Co-Founder of Kata.ai)

Analytics-Driven Customer Experience In Driving Innovations and Leverage Customer Loyalty

1. Yakan Musthofa (Data Analyst Senior Lead of Tokopedia)
2. Fajar Jaman (CEO of IYKRA)
3. Nandkishor Tripathi (Global Head of Customer Experience of SurveySensum)

Harnessing the True Potential of Voice of Customers (VOC) Program

1. Raihan Al Fauzan (CX-Insights & Analytics Senior Lead of Tokopedia)
2. Rusdy Sumantri (Director of Nielsen IQ)
3. Novita Eka Wulandari (Head of Market & Brand Intelligence of Gojek)

Social Listening for Customer Engagement

1. Melia Retno Astrini (Lead Competitor Intelligence at Tokopedia)
2. Margery Lynn (Marketing Director of Sprinklr Asia Pacific)
3. Metha Dwi Karlina (Digital Strategist of Gojek)

Interactive Session

Last but not least, our Interactive Session with the topic of “Building Strategic Partnership to Foster Customer Excellence” will be presented by Jaya Saputra (Operations Governance & Partnership Senior Lead of Tokopedia), Bambang Suryadi (Senior Vice President Operations of Mitracomm Ekasarana), and Partha Sarathi (Senior Vice President — BPO of IGT Solutions). The session will be led by a moderator, so make sure you attend this session as each participant will really dive deep on their respective real-life practices!

You Can Also Be a Part of Our Journey!

We believe that START CX FIRST Summit 2021 can open your eyes to new possibilities in the customer experience field, encourage you to create and innovate, and inspire you to join us in raising the standard of customer experience for Indonesian customers!

Listed below are some of the many benefits of attending our event:

• Networking: upscale your networking by interacting with others through chatbox.
• Knowledge Sharing: share the best practices of customer experience with each other.
• Technology Advancement: be inspired to advance your technology adoption from the engaging themes and compelling speakers of the summit.

Watch our official video to get a glimpse of our exciting event and don’t forget to share on your social media by using the hashtag #CXSTARTSummit2021.

So, what are you waiting for? Register now to join START CX FIRST Summit through tkp.me/CXFIRST for FREE!