The Value of Customer Experience: Rethinking Customer Journeys for Indonesia’s Consumers

For many, the ongoing COVID-19 pandemic ushered in a world unlike any other we ever experienced. As vast chunks of the global economy are temporarily shut down, much of daily life shifted from the physical world to the virtual one and enterprises are forced to find new ways to work. Vaulting to the top of the agenda for many enterprises are ongoing efforts to reimagine the customer experience (CX), which has emerged to be a critical differentiator amid
the pandemic.

Offering products or services alone will no longer suffice; enterprises must provide their customers with satisfactory experiences. With the increasingly high expectations and demands for exceptional customer support, it is imperative for businesses to understand and look at the various areas contributing towards customer experience, as it would allow them to devise an extensive customer engagement strategy which will reduce existing and potential gaps with customers.

Date: 21 September 2021
Time: 9 AM - 10:30 AM (GMT+8)

Focus Discussion:

- Customer-Driven Innovation(s)

- Balancing the Functional and Emotional Benefits in Offerings

- Rethinking and Revisualising Experiences for an Accelerated Future


Tirmidzi Aflahi

Vice President, Engineering


OT Ponangsera

AVP Digital Product Management & Business

Bio Farma

Adi Purwanto Sujarwadi

Vice President, Product


Daniel Mayusa

Head of Engineering


Reza Rachman

Head of Engineering

Lion Parcel

Laurensia Windyana

Chief Operating Officer

One Smile

Anjali Saraf

Head of Global Enterprise Innovation


Irwing Antonio

Mid Market Account Executive


Arihant Kothari

Vice President, Growth and Strategy