Tokopedia START Customer Experience First Summit, Berikut Jadwal Lengkapnya
Kredit Foto: Sufri Yuliardi
Bertepatan dengan Hari Pelanggan Nasional, Tokopedia menggelar START CX First Summit 2021 untuk pertama kalinya dengan mengusung tema ‘Reimagining the Right Blend of Human Touch, Technology, and Data Analytics for the Best Customer Experience’.
Acara ini merupakan konferensi customer experience (CX) pertama dari Tokopedia yang akan mengulas praktik CX terbaik di berbagai bidang seperti perbankan, telekomunikasi, pemerintahan dan berbagai industri lainnya. Berbagai praktisi akan berdiskusi mengenai perpaduan antara sentuhan manusia, teknologi dan data dalam menciptakan pengalaman pelanggan terbaik untuk pelanggan di Indonesia.
Baca Juga: Rayakan Hari Pelanggan Nasional, Tokopedia Hadirkan 'START CX First Summit 2021'
Masyarakat dapat mengikuti rangkaian kegiatan Tokopedia START CX First Summit 2021 dengan melakukan registrasi dan mengikuti kegiatan secara daring melalui situs Tokopedia Academy dan Official YouTube Inside Tokopedia pada Sabtu, 4 September 2021 pukul 09.00-17.00 WIB.
Co-Founder dan Vice Chairman Tokopedia, Leontinus A. Edison menjelaskan Tokopedia sebagai perusahaan teknologi Indonesia terus berupaya membentuk ekosistem yang kolaboratif guna mendukung kemajuan talenta digital Indonesia, termasuk di bidang CX.
"Di Tokopedia sendiri, kami telah menerapkan strategi CX berbasis digital, dengan perpaduan sentuhan manusia, teknologi dan data, untuk menciptakan pengalaman terbaik bagi seluruh pelanggan di Indonesia.”
“START CX First Summit 2021 adalah wujud dari komitmen Tokopedia bersama para talenta digital untuk mendukung pemerataan layanan pelanggan terbaik melalui inovasi teknologi. START CX First Summit 2021 ini juga diharapkan dapat menjadi wadah bagi Tokopedia dan seluruh praktisi untuk dapat saling berbagi pengalaman dan wawasan, serta mendorong kemajuan CX di Indonesia," tambah Leontinus.
SVP of Customer Excellence Tokopedia, Rudy Azhary Dalimunthe mengatakan sebagai apresiasi untuk para pelanggan di Hari Pelanggan Nasional, Tokopedia mengajak praktisi CX dari berbagai industri untuk berbagi pengalaman terbaik sehingga nantinya dapat memberikan inspirasi untuk pegiat CX lain dan meningkatkan kepuasan pelanggan saat bertransaksi.
"Sederet nilai tambah juga bisa didapatkan oleh komunitas CX dari gelaran START CX First Summit. Untuk komunitas CX, kami menyediakan wadah untuk networking, branding, serta berdiskusi dan berbagi pengetahuan tentang kemajuan teknologi serta pengalaman lintas industri untuk pengalaman yang lebih baik bagi para pelanggannya,” tambah Rudy.
Selain START CX First Summit 2021, Tokopedia melalui Tokopedia Academy juga menghadirkan berbagai inisiatif lainnya seperti START Summit, START Summit Extension, START Women in Tech, Devcamp, Tokopedia Internship, Product Design Academy, Summer Acceleration Program, kolaborasi dengan berbagai universitas, dan masih banyak lagi, demi mendukung perkembangan talenta digital.
Acara START CX First Summit 2021 ini juga didukung oleh sejumlah mitra, termasuk Kementerian Perdagangan, Badan Perlindungan Konsumen Nasional (BPKN), Yayasan Lembaga Konsumen Indonesia (YLKI), ServiceNow, IGT Solutions, Mitracomm Ekasarana dan Genesys.
Berikut jadwal lengkap START CX First Summit 2021
|
No. |
Waktu (WIB) |
Dur |
Kegiatan |
Pembicara |
|
Morning Sessions |
||||
|
1. |
09.00-09.30 |
30’ |
Pembukaan oleh MC |
|
|
2. |
09.30-09.35 |
5’ |
Safeguarding the Interest of Customers Against Unfair Trade Practices from Government Perspectives |
Veri Anggrijono, S.E., M.Si - Director General of Consumer Protection of Trade Ministry
|
|
3. |
09.35-09.40 |
5’ |
Consumer Protection Policy as a Catalyst in Supporting Digital Economy Growth |
Dr. Rizal E Halim - Chairman of The National Consumer Protection Agency |
|
4. |
09.40-09.45 |
5’ |
Protecting Consumer Rights in the Online Settings |
Tulus Abadi - Chairman of The Indonesia Consumer Foundation |
|
5. |
09.45-09.50 |
5’ |
How to Improve Customer Perception - with the CX Pyramid |
Daniel Ord - Founder & Director OmniTouch International |
|
6. |
09.50-09.55 |
5’ |
Contact Center Global Transformation When There’s a Global Pandemic |
Raj Wadhwani - Chairman of Contact Center World |
|
7. |
09.55-10.00 |
5’ |
Third World Countries moving forward to First Class Digital Contact Centre |
Andi Anugrah - Chairman of Indonesia Contact Center Association |
|
Morning Sessions Keynote Speeches from Tokopedia |
||||
|
1. |
09.55-10.10 |
15’ |
Shaping an Organization-wide Ideology To Manifest Customer-Centric Mindset |
Melissa Siska Juminto - COO of Tokopedia |
|
2. |
10.10-10.15 |
5’ |
Tokopedia Care: An Odyssey of Contact Center Transformation |
Rudy A. Dalimunthe - SVP of Customer Excellence Tokopedia |
|
3. |
10.15-10.20 |
5’ |
Safeguarding Customer's Right By Heart |
Leontinus Alpha Edison - Co-Founder Tokopedia |
|
4. |
10.20-10.25 |
5’ |
#OneTokopedia as a Spirit to improve Customer Experience |
Herman Widjaja - CTO Tokopedia |
|
5. |
10.25-10.30 |
5’ |
Technology Innovation in Customer Experience |
Aswin T. Utomo - VP of Engineering & Chief of Staff Technology Tokopedia |
|
Morning Sessions Sponsorship Session and Panel Discussion |
||||
|
1. |
10.30-11.00 |
30’ |
Diamond Sponsor Session |
|
|
2. |
11.00-12.00 |
60’ |
Transforming Customer Experience in Response to Covid-19 |
Didik Suwanto - Head of Customer Engagement, Tokopedia (as Moderator also) Anindita Galuh Wardhani - EGM Airport Service Division, Angkasa Pura 2 Sri Safitri - DEVP Customer Experience & Digitalisation, Telkom Indonesia Leonardo Kusmanto - Managing Director - Head of Digital Banking & Deputy Head of Consumer Banking, DBS Bank |
|
3. |
120.00-12.30 |
30’ |
Break & Tanya Corner (Interactive Activity) |
|
|
Afternoon Sessions Breakout Session with QnA from Audience |
||||
|
No. |
Time |
Room 1 |
Room 2 |
Room 3 |
|
1. |
12.30-13.30 |
Digital Service Experience: “The New Contact Centre in Digital Way” Ghina Qudsi, Senior Lead Competency & Strategy *Praryadi Slamet - Head of Customer Experience - Samsung Electronics Indonesia Reni Septiana - SVP Center of Digital, BCA
Moderator: Ika Putri (Service Recovery Lead Tokopedia)
|
Building Strategic Partnership to Foster Customer Excellence Jaya Saputra - Senior Lead Operations Governance & Partnership *Bambang Suryadi - Sr. VP Operations, Mitracomm Ekasarana *Sapto Panglipur - Assistant Vice President, BCA
Moderator: Andhika Ranandra (Operations Governance & Partnership Lead Tokopedia) |
Boost Engagement and Wellbeing in Digital Experience Siska Indah Pratiwi - Senior Lead Communication & Engagement Wardhani Soedjono - Service Practitioner Wani Sabu - Executive Vice President BCA
Moderator: Dewi Kartika Hadi (Customer Operations Lead Tokopedia) |
|
2. |
13.30-14.30 |
Optimizing Digital Transformation with Best in Class Agent-Facing Technology Akbar Prathama - Senior Lead of CS Platform Management *Naji Shafi - Head of Engineering & Product, Amazon Web Services *Vipul Dosh - CEO, IGT Solutions
Moderator: Revelin Marcella (Product Manager Tokopedia) |
Emerging Trends in Contact Center Technology Hery Septiadi - Senior Lead of Smart Digital Assistant & Self-Care and Access Management Aswin T. Utomo - VP of Engineering & Chief of Staff Technology Tokopedia *Naji Shafi - Head of Engineering & Product, Amazon Web Services
Moderator: Jonathan Cussoy (Customer Experience Lead Tokopedia) |
AI in Contact Center: The Capability, Game Plan, and It’s Fortune Chrystiadi Harris - Head of Engineering & IT Enterprise Syafri Bahar - VP of Data Science, Gojek Irzan Raditya - CEO & Co-Founder, Kata.ai
Moderator: Ayu Tirta Buana (Customer Experience Lead Tokopedia)
|
|
3. |
14.30-15.30 |
Analytics-Driven Customer Experience In Driving Innovations and Leverage Customer Loyalty Yakan Musthofa - Data Analyst Senior Lead *Nandkishor Tripathi - Head of Customer Experience, SurveySensum Fajar Jaman, CEO, IYKRA
Moderator: Bavner Donaldo (Senior Customer Intelligence Tokopedia) |
Harnessing the True Potential of Voice of Customers (VOC) Program Raihan Al Fauzan - Customer Insights & Analytics Senior Lead Rusdy Sumantri - Director, Nielsen IQ Novita Eka Wulandari - Head of Marketing Intelligence, Gojek
Moderator: Satrio Bimo Wijardono (Customer Intelligence Lead Tokopedia)
|
Social Listening for Customer Engagement Melia Retno Astrini- Lead Customer Intelligence *Ragy Thomas - Founder & CEO, Sprinklr Metha Dwi Karina - Social Media Listening Analyst, Gojek
Moderator: Dimas Surya (Competitor Intelligence Specialist Tokopedia)
|
|
Main Room |
||||
|
1. |
15.30-16.30 |
The Future of Digital & Customer Experience Devy Pranowo - AVP of Customer Experience (as Moderator also) Roman Nedielka - Director Global Customer Experience & Digital Strategy, PwC Indonesia Phillip Joseph - Senior Vice President CX & Service Operations, Indosat Ooredoo Adam Geneave - Chief Customer Happiness Officer, AirAsia |
||
|
2. |
16.30-17.00 |
Social Media Competition Announcement & Closing |
||
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Penulis: Nuzulia Nur Rahma
Editor: Alfi Dinilhaq
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