Blog and News

07 October 2016

Transformation of Customer Satisfaction in Digital World

5 October 2016 in JW Marriott Hotel, CRM Community held member gathering, with theme “Transformation of Customer Satisfaction in Digital World”. Digital World has changed customers behavior and ways to interact with customers.  How professional and industry should understand that and do the transformation to make their customers satisfied with every interaction in every touch point.


Ibu Lis Sutjiati – Expert Staff of Communication and Information Technology Ministry explained about Indonesia as digital energy of Asia; the potential of digital that Indonesia build in the near future; how the human capital of Indonesia can make differences, and the technology helps the small medium enterprise.


Learn from GoJek, how they handle their customers satisfaction while the customer’s behaviour has change. Ibu Dayu Dara Permata – VP at GoJek share the characteristics, challanges of “The On-Demand Economy” and how industry react to it; by Listen, Empathize, Solve, Satisfy – create something that customers care and can relate to.


From banking industry, Pak Mohammad Reza Rizal – Senior Vice President Sales Management Head BTPN Wow!. He share how BTPN has a dream to banking this nation, with the reality that only 36% of adult populations has bank account. With this vision and challanges BTPN innovate with BTPN Wow! – is an agent based product using USSD technology that works on feature phones across 3 major telco networks – even with 1 bar signal. BTPN Wow! continue to improve its agent model and would need to incorporate best practices to achieve continual agent performance improvement, and make all their customers satisfied.


The expert from Zendesk and Genesys give inspiration for CRM members to take action in transforming their apporach to customer through digital world. In table discussion member can ask and discussing about their business situation and request for solution from Zendesk and Genesys.



Through this gathering CRM Community members possible to collaborations in the next future to bring the transfromation in customer satisfaction in digital world.



Thank you for the support from Zendesk, and Genesys – to make all this event success.


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