WELCOME TO
CX SUMMIT 2020

Sustaining Business by Delivering CX Excellence in The New Normal Era

ABOUT

THE EVENT

CX SUMMIT 2020

CX Summit 2020 is designed to give insights and understanding on how to better reach the future of transformational CX specially to face The New Normal Era. It will provide guidance for attendees to shape their organization’s CX strategies in order to be able to drive the best customer experience like never before through understanding the customer’s journey and embrace analytics into their organizations.

MEET THE SPEAKERS

AND PANELISTS

AGENDA

10-11 DECEMBER 2020

Day 1

10 December 2020

THE SUMMIT

Post-Pandemic Recovery: A Resurgence of B2B Digital Transformation for Better Customer Experience

by Dr. Edi Witjara, CMA
Enterprise & Business Service Director Telkom Indonesia

Surfing The Wind of Change: Build Competitiveness During The Times of Uncertainty.

by Dr. Ir. Ismail, MT
Commissioner Telkom Indonesia.

Data Analytics for Better Customer Experience

Brian Indra Djaja
Lead Client Service Partner Deloitte Risk Advisory

Irina Putri
Risk Advisory Deloitte

Mark Woodley
Risk Advisory Deloitte

Deliver Excellence CX Using Data Analytics to Boost Your Business


by Reni Septiana
Senior Vice President Center of Digital, BCA

Delivering CX Excellence in The New Normal Era

Panelists:

Cut Noosy – Country Head of Customer Experience, Grab Indonesia

Rudy A. Dalimunthe – VP of Customer Excellence, Tokopedia

Ismail Fahmi, Ph.D – Founder, Drone Emprit

Moderator:
Sri Safitri – Deputy EVP CX & SOE Digitalization BUMN, Telkom Indonesia

Delivering Digital First Customer Experience in The New Normal Era

by Ir. Riri Amalas Yulita, M.M
Sales and Operational Director, PT Infomedia Nusantara

  1. Today Summaries
  2. Door Prize Draw
  3. Virtual Photo Session

THE MASTERCLASS

Understanding your Customer’s Journey

Ketut Sulistyawati
Director and Principal Consultant
Somia Customer Experience

Q&A Session

Workshop Brief: How to Do Lightning Decision Jam (LDJ) by aidea.space & Sprinthink

Day 2

11 December 2020

THE MASTERCLASS

  1. Telkom Anthem “Jayalah Telkom Indonesia”
  2. Ice Breaking & Quiz
  3. Workshop Brief & Rules

How to Do Lightning Decision Jam (LDJ) by aidea.space

How to Do Lightning Decision Jam (LDJ) by aidea.space

Digital Transformation Should Starts and Ends with Your Customers

Muhammad Fajrin Rasyid
Chief Digital and Innovation Officer, Telkom Indonesia

Keep SM12LE in 2021: Next Year CX Program Highlights

Sri Safitri
Deputy EVP CX & Digitalization BUMN, Telkom Indonesia

  • Best group announcement
  • Closing statement & virtual photosession

SUPPORTED BY

MEDIA PARTNER

MATERIAL PRESENTATION

Keep SMIILE in 2021: Next Year Program CX Highlights

by Sri Safitri
Deputy EVP CX &SOE Digitalization BUMN
Telkom Indonesia

Digital Transformation: Starts and Ends with Your Customers

by M. Fajrin Rasyid
Director of Digital Business
Telkom Indonesia

A Resurgence of B2B Digital Transformation for Better Customer Experience

by Dr. Edi Witjara, CMA
Enterprise & Business Service Director
Telkom Indonesia

Building Competitiveness in The Times of Uncertainty

by Dr. Ismail, M.T
Commissioner
Telkom Indonesia