Jakarta, 11 November 2021 – Every company, big or small, local or global, agrees that customer experience is the key to exceeding the customers' expectations and is critical to the sustained growth of any business. In order to highlight how vital the Customer Experience is, Telin’s Culture Agent held the Telin annual CTO Talks 2021 with the theme “Great Customer Experiences”. This year’s event presented Telin’s CTO Nanang Hendarno, along with VP Customer Service Operation Edi Siswanto and Telin’s VP Marketing & Business Intelligence Dewantoro Bimo Laksono as speakers. The event was moderator by Telin’s CX & Partner Manager, Dananjaya. This event was held virtually on Thursday, 11 November 2021.
The event began with opening remarks by Dimas Purwo Pranata from the Digital & Services Readiness Unit, as the head of the event’s committee. “First of all, I would like to thank to all Teliners who attended this event. The Calendar of Culture Agent or COCA, related to the CTO Talks event, has 2 objectives, namely upholding the values of AKHLAK and specifically Competent (Kompeten) and Adaptive. I hope that after we listen and learn about the content of the discussion, we will be able to apply competence in our nature and upgrade knowledge related to our theme today, which is Great Customer Experience. Also, we should be able to adapt to technological developments. Once again, I thank the parties that involved in this event. Wthout your cooperation, today's events would not be possible."
Afterward, an internal band called XbricK featuring Taufani Ayu, performed the song Serba Salah by Raisa.
The next session was the highlight of the CTO Talks featuring Nanang as the key speaker, accompanied by Edi and Bimo. Nanang shared his thoughts on what makes Customer Experience trendy these days. “Customer Experience is driven by digital disruption. This change is happening because of digital technology and is perhaps a better business model than before, it affects the existence of legacy services or products. In digital disruption, customer experience is the advantage.”
Edi added, “Customer Experience is possible because there is digitalization and automation, it makes ideas easy [to implement] as anyone can create a new application. Of these hundreds or even millions, there are one or two that stand out as the top player, and are accepted by the market. The successful ones are those who can ulfil what the customer needs and can provide a good customer experience.”
Next, Bimo put forth the point of view of Customer Experience. “From marketing, what has changed is how we build Customer Engagement with the customers. So, in marketing, there are many channels that we can see both from the offline side such as using banners as well as on the online side of digital media channels, either on social media, the website, or marketing emails. What is changing right now are customer expectations, customer are much more demanding, especially with the current pandemic and it also driven by how advanced technology is these days.”
Towards the end of the event, the moderator arranged an interactive Question-and-Answer session with the participants. The event closed with another performance from XbricK featuring Taufani Ayu.