Conference mobile logoConference desktop logo

About

START CX FIRST SUMMIT will inspire discussions on how CX professionals must redefine our customer experience strategies to overcome changes in customer behaviour. The discussion will feature prominent CX leaders from the Banking, TelCo, and Internet industries, as well as Indonesian government representatives.

Objectives

  • For Our Customers

    For Our Customers

    Democratize the best customer experience practice wherein the end uplift tremendously the standard of experience for Indonesian customers.

  • For CX Community

    For CX Community

    Networking, branding, knowledge sharing, and technology advancement for better service experience.

START CX FIRST

Speakers

Keynote Speakers

  • Dr. (H.C.) H. Zulkifli Hasan, S.E., M.M.

    Dr. (H.C.) H. Zulkifli Hasan, S.E., M.M.

    Menteri Perdagangan Republik Indonesia, Kementrian Perdagangan Republik Indonesia

  • Leontinus Alpha Edison

    Leontinus Alpha Edison

    Co-founder & Vice Chairman, Tokopedia

  • Rudy Azhary Dalimunthe

    Rudy Azhary Dalimunthe

    Senior Vice President of Sales Operations & Product, Tokopedia

  • Astri Wahyuni

    Astri Wahyuni

    Senior Vice President of Public Policy and Government Relations, Tokopedia

  • Nanang Chalid

    Nanang Chalid

    Vice President of People and Culture, Tokopedia

  • Stephanus Tedy Tandrawijaya

    Stephanus Tedy Tandrawijaya

    Technical Fellow, Tokopedia

  • Tulus Abadi

    Tulus Abadi

    Ketua Pengurus Harian Yayasan Lembaga Konsumen Indonesia, YLKI

  • Sri Safitri

    Sri Safitri

    Chairlady ICXP & Head Of Digital Vertical Ecosystem Education, Telkom Indonesia

Speakers

Tokopedia Speakers

  • Didik Suwanto

    Didik Suwanto

    Associate Vice President of Customer Engagement, Tokopedia

  • Libertha Hutapea

    Libertha Hutapea

    Associate Vice President of People Partner & Talent Development, Tokopedia

  • Hery Septiadi

    Hery Septiadi

    Customer Experience Senior Lead, Tokopedia

  • Devy Pranowo

    Devy Pranowo

    Associate Vice President of Customer Experience, Tokopedia

  • Akbar Prathama

    Akbar Prathama

    Customer Experience Senior Lead, Tokopedia

  • Yudhiaji Cahya Kusuma

    Yudhiaji Cahya Kusuma

    Vice President of Physical Goods, Tokopedia

  • Puput Pratiwi Hidayat

    Puput Pratiwi Hidayat

    Vice President of Seller Experience, Tokopedia

  • Bagas Dhanurendra

    Bagas Dhanurendra

    Head of Risk Management, Tokopedia

  • Gilang Kusuma Jati

    Gilang Kusuma Jati

    Head of Engineering, Tokopedia

  • Satrio Bimo Wijardono

    Satrio Bimo Wijardono

    Customer Experience Insights & Analytics Lead, Tokopedia

  • Karunia Khairunnisa

    Karunia Khairunnisa

    Product Manager Lead, Tokopedia

  • Darma Rizka Aditya

    Darma Rizka Aditya

    Product Manager Lead, Tokopedia

Speakers

Speakers from Various Industries

  • Roman Nedielka

    Roman Nedielka

    Advisor, PwC Indonesia

  • Ainul Hamam

    Ainul Hamam

    GM Customer Care Interaction Management, PT Telkomsel

  • Philip Joseph

    Philip Joseph

    Senior Vice President of Customer Experience & Service Operations IM3, Indosat Ooredoo Hutchison

  • Donald Situmorang

    Donald Situmorang

    Digital Sales Director, Schneider Electric

  • Tina Lusiana

    Tina Lusiana

    Vice President of IT Business Intelligence and Analytics, PT Telkomsel

  • Riris Sianipar

    Riris Sianipar

    Senior Manager HR, MitraComm Ekasarana

  • Rusdy Sumantri

    Rusdy Sumantri

    Director, NielsenIQ Indonesia

  • Reska Donaga

    Reska Donaga

    Vice President of Product, SiCepat

  • Foster Kurniawan

    Foster Kurniawan

    Head of Digital Strategy, Tokio Marine Indonesia

  • Ayu Purwarianti

    Ayu Purwarianti

    Chief Scientist of Text, Prosa.ai

  • Setiaji

    Setiaji

    Senior Advisor, Minister of Health of The Republic of Indonesia

  • Akhmad Saeful

    Akhmad Saeful

    Vice President Corporate Audit, Risk Management and Business Transformation, PT Paragon Technology & Innovation

Event Agenda

  • All tracks
  • Hybrid SessionHybrid Session
  • Human Touch & OperationsHuman Touch & Operations
  • Product & TechnologyProduct & Technology
All tracks
  • All tracks
  • Hybrid Session
  • Human Touch & Operations
  • Product & Technology
08.50 - 09.35 WIB
This session has ended

Opening START CX FIRST SUMMIT

Label iconHybrid Session

Arrow for expanding area
09.35 - 09.40 WIB
This session has ended

Keynote Speech from Dr. (H.C.) H. Zulkifli Hasan, S.E., M.M. - Minister of Trade of The Republic of Indonesia

Label iconHybrid Session

Speakers

  • Dr. (H.C.) H. Zulkifli Hasan, S.E., M.M.

    Dr. (H.C.) H. Zulkifli Hasan, S.E., M.M.

    Menteri Perdagangan Republik Indonesia, Kementrian Perdagangan Republik Indonesia

Arrow for expanding area
09.40 - 09.45 WIB
This session has ended

Keynote Speech from Tulus Abadi - Ketua Pengurus Harian Yayasan Lembaga Konsumen Indonesia

Label iconHybrid Session

Speakers

  • Tulus Abadi

    Tulus Abadi

    Ketua Pengurus Harian Yayasan Lembaga Konsumen Indonesia, YLKI

Arrow for expanding area
09.45 - 09.50 WIB
This session has ended

Keynote Speech from Sri Safitri - Chairlady ICXP & Head Of Digital Vertical Ecosystem Education - Telkom Indonesia

Label iconHybrid Session

Speakers

  • Sri Safitri

    Sri Safitri

    Chairlady ICXP & Head Of Digital Vertical Ecosystem Education, Telkom Indonesia

Arrow for expanding area
09.50 - 10.30 WIB
This session has ended

Keynote Speeches about Tokopedia's Way to Redefine CX Strategies

Label iconHybrid Session

Speakers

  • Leontinus Alpha Edison

    Leontinus Alpha Edison

    Co-founder & Vice Chairman, Tokopedia

  • Rudy Azhary Dalimunthe

    Rudy Azhary Dalimunthe

    Senior Vice President of Sales Operations & Product, Tokopedia

  • Nanang Chalid

    Nanang Chalid

    Vice President of People and Culture, Tokopedia

  • Astri Wahyuni

    Astri Wahyuni

    Senior Vice President of Public Policy and Government Relations, Tokopedia

  • Stephanus Tedy Tandrawijaya

    Stephanus Tedy Tandrawijaya

    Technical Fellow, Tokopedia

Arrow for expanding area
10.30 - 10.45 WIB
This session has ended

CX as a Strategic Imperative for Indonesia Companies*

Label iconHybrid Session

Speakers

  • Roman Nedielka

    Roman Nedielka

    Advisor, PwC Indonesia

Arrow for expanding area
10.45 - 11.55 WIB
This session has ended

Personalized Experience: Getting Used to the New Digital Touchpoint Environment

Label iconHybrid Session

Each customers is unique and they now expect personalized treatment. Thus, this topic will highlight the changes of customer behavior particularly related to their demand towards personalized experience when using digital environment.

Speakers

  • Donald Situmorang

    Donald Situmorang

    Digital Sales Director, Schneider Electric

  • Ainul Hamam

    Ainul Hamam

    GM Customer Care Interaction Management, PT Telkomsel

  • Philip Joseph

    Philip Joseph

    Senior Vice President of Customer Experience & Service Operations IM3, Indosat Ooredoo Hutchison

Moderator

  • Didik Suwanto

    Didik Suwanto

    Associate Vice President of Customer Engagement, Tokopedia

11.55 - 12.30 WIB
This session has ended

Tanya Corner

Label iconHybrid Session

Arrow for expanding area
12.30 - 13.25 WIB
This session has ended

Harnessing the potential power of people through Customer-Centered Culture

Label iconHuman Touch & Operations

Culture stand as the foundation that shape employee perceptions, behaviors and understanding to achieve common goal of creating the best CX. In this session, we will see how company build their customer-centered culture that enables their employee to achieve organization's goals.

Speakers

  • Melanie Ayu

    Melanie Ayu

    Organizational Development & Culture Transformation ICF Coach

  • Riris Sianipar

    Riris Sianipar

    Senior Manager HR, MitraComm Ekasarana

  • Libertha Hutapea

    Libertha Hutapea

    Associate Vice President of People Partner & Talent Development, Tokopedia

Moderator

  • Nurul Anisha Andriani

    Nurul Anisha Andriani

    Customer Engagement Lead, Tokopedia

Arrow for expanding area
12.30 - 13.25 WIB
This session has ended

Harmony of Technological Innovation to the Customer Experience

Label iconProduct & Technology

Now that technology has become an integral part of how our world operates, it is not surprising that all enterprises, from start-ups to tech giants, are leveraging technology to enhance the customer experience. Technology provides new possibilities for businesses to communicate and engage with their customers and synergizes with their needs

Speakers

  • Kaspar Situmorang

    Kaspar Situmorang

    Chief Executive Officer, PT Bank Raya Indonesia, Tbk

  • Tina Lusiana

    Tina Lusiana

    Vice President of IT Business Intelligence and Analytics, Telkomsel

  • Puput Pratiwi Hidayat

    Puput Pratiwi Hidayat

    Vice President of Seller Experience, Tokopedia

Moderator

  • Gilang Kusuma Jati

    Gilang Kusuma Jati

    Head of Engineering at Tokopedia

Arrow for expanding area
13.25 - 14.20 WIB
This session has ended

Leveraging Customer Journeys to Create End-to-End Value for Customers

Label iconProduct & Technology

Organizations should be able to map and define the customer journey to ensure that they created product that answers their needs with minimum pain points as possible. This needs to be done so that targeted initiatives can be created to improve CX.

Speakers

  • Foster Kurniawan

    Foster Kurniawan

    Head of Digital Strategy, Tokio Marine Indonesia

  • Reska Donaga

    Reska Donaga

    Vice President of Product, SiCepat

  • Rusdy Sumantri

    Rusdy Sumantri

    Director, NielsenIQ Indonesia

Moderator

  • Satrio Bimo Wijardono

    Satrio Bimo Wijardono

    Customer Experience Insights & Analytics Lead, Tokopedia

Arrow for expanding area
13.25 - 14.20 WIB
This session has ended

Identifying Business Risks as a measure to improve CX

Label iconHuman Touch & Operations

Risks are prone to jeopardize customers experience if it fails to be anticipated. Therefore, identifying business risks becomes necessary as a first measure to improve CX

Speakers

  • Fajar Eri Dianto

    Fajar Eri Dianto

    Dewan Pengarah Siberkreasi & Ketua Umum RTIK Indonesia, Siberkreasi

  • Hana Abriyansyah

    Hana Abriyansyah

    Head of Information Security, GoTo Financial

  • Bagas Dhanurendra

    Bagas Dhanurendra

    Head of Risk Management, Tokopedia

Moderator

  • Nur Anggraini

    Nur Anggraini

    Customer Optimization Lead, Tokopedia

Arrow for expanding area
14.20 - 15.15 WIB
This session has ended

The Secret of Re-engineering Business Operations without Losing Human Touch

Label iconHuman Touch & Operations

Organization often forget to think about empathy when they digitize business processes within their organization. How can we re-engineer our business process without losing its human experience?

Speakers

  • Devy Pranowo

    Devy Pranowo

    Associate Vice President of Customer Experience, Tokopedia

  • Setiaji

    Setiaji

    Senior advisor, Ministry of Health of the Republic of Indonesia

  • Akhmad Saeful

    Akhmad Saeful

    VP Corporate Audit, Risk Management and Business Transformation, PT Paragon Technology & Innovation

Moderator

  • Darma Rizka Aditya

    Darma Rizka Aditya

    Product Manager Lead, Tokopedia

Arrow for expanding area
14.20 - 15.15 WIB
This session has ended

Harnessing CRM Tools to Create Blissful Customers

Label iconProduct & Technology

CRM as a sales tracking tool? Say no moreu0021 This tool should be able to to make customer's live better. Done right, CRM can help organizations to amplify trust and relationship with its customers

Speakers

  • Delta Purna Widyangga

    Delta Purna Widyangga

    CEO & Co-founder, Qiscus

  • Hunady Budihartono

    Hunady Budihartono

    Strategic Account Director - Service, Salesforce

  • Akbar Prathama

    Akbar Prathama

    Customer Experience Senior Lead, Tokopedia

Moderator

  • Akmal Umar

    Akmal Umar

    Product Manager, Tokopedia

Arrow for expanding area
15.15 - 16.10 WIB
This session has ended

Drive Business Value Through Customer Engagement

Label iconHuman Touch & Operations

High cost customer engagement? Is it worth it? This session will discuss the business value of building customer engagement and how it can bring success to CX Programs and even generate revenues to the company.

Speakers

  • Yudhiaji Cahya Kusuma

    Yudhiaji Cahya Kusuma

    Vice President of Physical Goods, Tokopedia

  • Raihan Al Fauzan

    Raihan Al Fauzan

    Vice President, Head of Shipper Experience, Ninja Xpress

  • Muhammad Taufiqurrakhman

    Muhammad Taufiqurrakhman

    Head of Gojek Brand Activation, Gojek

Moderator

  • Yosie Syahfitra

    Yosie Syahfitra

    Customer Success Senior Lead , Tokopedia

Arrow for expanding area
15.15 - 16.10 WIB
This session has ended

Creating an Emotional Connection with Customers Using Chatbot

Label iconProduct & Technology

The emphaty on developing chatbot becomes more important than ever. The trick to make it possible lies in how can we balance efficiency and customer's expectation (with have to be emotionally connected)

Speakers

  • Hery Septiadi

    Hery Septiadi

    Customer Experience Senior Lead, Tokopedia

  • Ayu Purwarianti

    Ayu Purwarianti

    Chief Scientist of Text, Prosa.ai

  • Irzan Raditya

    Irzan Raditya

    Co-Founder & CEO, Kata.ai

Moderator

  • Karunia Khairunnisa

    Karunia Khairunnisa

    Product Manager Lead, Tokopedia

16.10 - 16.30 WIB
This session has ended

CX FIRST Summit Closing

Label iconHybrid Session

Virtual Booths

Visit sponsor booths from various leading brands

Media Partner

Katadata
Uzine
DailySocial.id
Inspigo
Telset
tek.id
Gizmologi
Teknologi
INFO KOMPUTER
Dream
Technologue
HerStory
Nextren
Kumparan

University Partner

BINA NUSANTARA University
Universitas Kristen Duta Wacana
Universitas Multimedia Nusantara

Community Partner

ICXP
Female Geek
BaliJS
Android Developer Nasional

Student Community Partner

HMPSTI UNPAR
HMPSMa UNPAR
Proclub Tel-U
Girls Force Tel-U
HIMTEK BINUS
DSC UNAIR
HMPSSI UPH
BNCC
GDSC UGM
GUMATIKA IPB
HIMALKOM IPB
HIMASKOM UNDIP
HIMATIKA UGM
HIMSI UMN
HIMTI BINUS
KBMSI UB
UMN TV
BEM UMN
IMTI FT UI
BEM FILKOM UB
LSPR

FAQ

  • What is START CX FIRST Summit?
    Arrow for expanding area

    START CX FIRST Summit will showcase and discuss how CX practitioners can redefine their customer experience strategies to further enhance their customer experience.

  • When is the event?
    Arrow for expanding area

    START CX FIRST Summit will be held on Thursday, 8 September 2022 at 09.00 - 17:00 WIB.

  • Where the event will be held?
    Arrow for expanding area

    The summit will be held in a hybrid format: Offline: Tokopedia Tower, 51st and 52nd Floor Online: live through the Tokopedia Academy website that you can access through academy.tokopedia.com

  • How can I watch the event?
    Arrow for expanding area

    Please register through the Tokopedia Academy website. After that, we will send the event link to your email, which you can access to watch the event.

  • Do I need to pay to join?
    Arrow for expanding area

    It's FREE!

  • Where can I do the registration?
    Arrow for expanding area

    Kindly register through our website: http://academy.tokopedia.com/events/start-cxfirst

  • Will I get a certificate after joining the conference?
    Arrow for expanding area

    Yes! You will get an e-certificate.

  • Do I need to have a relevant background to join the conference?
    Arrow for expanding area

    This event is open for everyone interested in Customer Experience. Whether you are a professional, entrepreneur, or student, you are more than welcome to join this event.

  • Do I need to register for every session that I want to attend?
    Arrow for expanding area

    Once registered, you can enjoy all sessions.

  • What language is the event conducted in?
    Arrow for expanding area

    The event will be conducted mostly in Bahasa Indonesia, but we will provide English subtitles for general sessions and Bahasa Indonesia subtitles for our English sessions.

  • Where can I see the speakers list?
    Arrow for expanding area

    Please check the speakers list on our website: https://academy.tokopedia.com/events/start-cxfirst/#speakers

  • Who do I contact if I want to get more information?
    Arrow for expanding area

    You can contact us and share your questions via: Email: cxfirst.summit@tokopedia.com Instagram: @TokopediaCare & @TokopediaAcademy. Twitter: @TokopediaCare

Background

#CXFIRSTSummit2022

Redefining CX Strategies to Navigate the Complex Future of Business

CX FIRST