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About

START CX FIRST SUMMIT presents as a forum to discuss and explore measures that can be taken in tapping the untapped domains, such as economics, marketing, ESG initiatives, and new technology implementation, that may define the future of Customer Experience.

You can discuss with many practitioners not only in CX, but also from various business lines that support CX development. Apart from that, Toppers who are keen to explore Customer Experience should also take part in this event.

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.

Teaser START CX FIRST SUMMIT 2023

Speakers

Speakers

  • Rudy Azhary Dalimunthe

    Rudy Azhary Dalimunthe

    SVP of Sales Operations and Product at Tokopedia

  • Puput Pratiwi Hidayat

    Puput Pratiwi Hidayat

    VP of product Seller Experience & Growth Marketing

  • Didik Suwanto

    Didik Suwanto

    VP of Customer Engagement at Tokopedia

  • Hilda Kitti

    Hilda Kitti

    VP of Marketing at Tokopedia

  • Nia Qoyimmah

    Nia Qoyimmah

    AVP of Human Resources at Kenangan Brands

  • Banto Twiseno

    Banto Twiseno

    Head of Consumer and Market Insight, Personal Care at Unilever Indonesia

  • Keyko Audrin

    Keyko Audrin

    Head of Growth at Stockbit & Bibit

  • Uma Hapsari

    Uma Hapsari

    Founder Amazara

  • Chrystiadi Harris Purwantoro

    Chrystiadi Harris Purwantoro

    Head of Engineering at Tokopedia

  • Amelia Hendra

    Amelia Hendra

    Chief Executive Officer, Heartology Cardiovascular Hospital

  • Yosie Syafitra

    Yosie Syafitra

    Head of Customer Success at Tokopedia

  • Rudyanto H.P. Manullang, Ph.D., M.P.H.

    Rudyanto H.P. Manullang, Ph.D., M.P.H.

    Chairman of Customer Service Experience Association Indonesia (CSEAI)

Event Agenda

  • All tracks
  • Main ConferenceMain Conference
  • Beyond BoundariesBeyond Boundaries
  • Breaking BarriersBreaking Barriers
All tracks
  • All tracks
  • Main Conference
  • Beyond Boundaries
  • Breaking Barriers
08.30 - 09.35 WIB
This session has ended

Opening START CX FIRST SUMMIT

Label iconMain Conference

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09.35 - 09.42 WIB
This session has ended

Keynote Speech from Rudyanto H.P. Manullang: Chairman of Customer Service Experience Association Indonesia

Label iconMain Conference

Speakers

  • Rudyanto H.P. Manullang, Ph.D., M.P.H.

    Rudyanto H.P. Manullang, Ph.D., M.P.H.

    Chairman of Customer Service Experience Association Indonesia (CSEAI)

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09.42 - 10.02 WIB
This session has ended

Elevating Customer Experience: Crafting the Future of Sustainable Partnerships Ahmad Khomaini - Head of Affinity and Financial Institution Department - Tokio Marine Indonesia

Label iconMain Conference

Speakers

  • Ahmad Khomaini

    Ahmad Khomaini

    Head of Affinity and Financial Institution Department, Tokio Marine Indonesia

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10.02 - 10.49 WIB
This session has ended

Leaders Talkshow: Crafting Customer Experience Blueprint to Drive Sustainable Business Practice

Label iconMain Conference

Speakers

  • Sri Safitri

    Sri Safitri

    Chairlady or Indonesia CX Association & Vice President Digital Education Ecosystem Telkom Indonesia

  • Uma Hapsari

    Uma Hapsari

    Founder Amazara

  • Amelia Hendra

    Amelia Hendra

    Chief Executive Officer, Heartology Cardiovascular Hospital

Moderator

  • Rudy Azhary Dalimunthe

    Rudy Azhary Dalimunthe

    SVP of Sales Operations and Product at Tokopedia

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10.49 - 12.00 WIB
This session has ended

Harmonizing Physical and Digital Experiences in an Online Dominant World

Label iconMain Conference

With the returning consumer behaviors post-covid, businesses that have previously hyper-digitalized their approach would need to once again adapt and adjust to this new era by finding the balance through combining elements of what were once familiar (through physical experience) with new solutions that was designed to simplify our life (through digital experience). This session will explore how businesses can approach the relevant concept and ideas that may have been in line to tackle the developing world of Phygital Customer Experience.

Speakers

  • Puput Pratiwi Hidayat

    Puput Pratiwi Hidayat

    VP of product Seller Experience & Growth Marketing

  • Dian Puspita Sari

    Dian Puspita Sari

    AVP Wealth Management Product, PT Bank Danamon Indonesia

  • Ashish Mithal

    Ashish Mithal

    Head of Strategic Partnerships - Commerce & Communications, Google APAC

Moderator

  • Jaya Saputra

    Jaya Saputra

    Senior Lead Operations Governance & Partnership at Tokopedia

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12.30 - 13.40 WIB
This session has ended

Future of CX: Talent, Technology, and Flexibility

Label iconBreaking Barriers

Speakers

  • Nia Qoyimmah

    Nia Qoyimmah

    AVP of Human Resources at Kenangan Brands

  • Chrystiadi Harris Purwantoro

    Chrystiadi Harris Purwantoro

    Head of Engineering at Tokopedia

  • Bambang Suryadi

    Bambang Suryadi

    VP Operations at Mitracomm Ekasarana

Moderator

  • Ghina Qudsi

    Ghina Qudsi

    Customer Operations Senior Lead at Tokopedia

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12.30 - 13.40 WIB
This session has ended

Transforming Consumer Insights: Bridging Technology and Traditional CX Measurement

Label iconBeyond Boundaries

Speakers

  • Banto Twiseno

    Banto Twiseno

    Head of Consumer and Market Insight, Personal Care at Unilever Indonesia

  • Wilsan Wijaya

    Wilsan Wijaya

    Analytics Manager at Tokopedia

  • Andi Sukma

    Andi Sukma

    Executive Director at Ipsos

Moderator

  • Satrio Bimo Wijardono

    Satrio Bimo Wijardono

    Customer Insights & Analytics Lead at Tokopedia

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13.40 - 14.50 WIB
This session has ended

ESG and CX: Understanding the Motivations, Path, and Challenges

Label iconBreaking Barriers

Speakers

  • Tanah Sullivan

    Tanah Sullivan

    Head of Sustainability at GoTo

  • Emilia Bassar

    Emilia Bassar

    CEO CPROCOM & BPP PERHUMAS

  • Devina S. Raditya

    Devina S. Raditya

    Director of Environment & Sustainability, GSC & International at Schneider Electric

Moderator

  • Rossy Triana Iskandar

    Rossy Triana Iskandar

    Enterprise Solution Lead at Tokopedia

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13.40 - 14.50 WIB
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Unleashing the Power of Customer and Brand Experience

Label iconBeyond Boundaries

Speakers

  • Hilda Kitti

    Hilda Kitti

    VP of Marketing at Tokopedia

  • Astrid Ariani Wijana

    Astrid Ariani Wijana

    Head of Marketing Dept. at PT Hyundai Motors Indonesia

  • Kukuh Nugroho

    Kukuh Nugroho

    CX Director at Ogilvy Indonesia

Moderator

  • Bayu Aditya Putra

    Bayu Aditya Putra

    Sales & Marketing Senior Lead at Tokopedia

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14.50 - 16.00 WIB
This session has ended

Investing in Customer Experience to Build a Resilient Business

Label iconBeyond Boundaries

Speakers

  • Zain Suharwady

    Zain Suharwady

    Managing Director, South East Asia Digital Commerce & Growth Practice at Accenture Song

  • Gervasius Samosir

    Gervasius Samosir

    Director at Roland Berger

  • Sal Singh

    Sal Singh

    Financial Controller at Tokopedia

Moderator

  • Andrea Christiana

    Andrea Christiana

    Senior Operations Governance & Partnership at Tokopedia

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14.50 - 16.00 WIB
This session has ended

Transform Your Organization's Customer Experience Strategy

Label iconBreaking Barriers

Speakers

  • Yosie Syafitra

    Yosie Syafitra

    Head of Customer Success at Tokopedia

  • Foster Kurniawan

    Foster Kurniawan

    Head of Digital Strategy at Tokio Marine Indonesia

  • Pandu Putra Alam

    Pandu Putra Alam

    Service Excellence Strategy Head at Gojek

Moderator

  • Chaisar Ahmad

    Chaisar Ahmad

    Senior Operations Governance & Partnership at Tokopedia

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16.00 - 17.10 WIB
This session has ended

Mastering Multigenerational CX as a Customer Retention Strategy

Label iconBreaking Barriers

Speakers

  • Didik Suwanto

    Didik Suwanto

    VP of Customer Engagement at Tokopedia

  • Keyko Audrin

    Keyko Audrin

    Head of Growth at Stockbit & Bibit

  • Agus Handayanto

    Agus Handayanto

    Kepala Divisi Innovation Center at Pegadaian

Moderator

  • Laras Avisha

    Laras Avisha

    Customer Operations Lead at Tokopedia

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16.00 - 17.10 WIB
This session has ended

Harnessing Generative AI for Customer Experience Strategy

Label iconBeyond Boundaries

Speakers

  • Gaurav Khanna

    Gaurav Khanna

    Head of Data Science at Tokopedia

  • Alham Fikri Aji

    Alham Fikri Aji

    Assistant professor NLP at MBZ University of AI

  • Fiki Setiyono

    Fiki Setiyono

    Country Lead Azure GTM at Microsoft ASEAN

Moderator

  • Jhonson Lee

    Jhonson Lee

    Principal Data Scientist at Tokopedia

17.10 - 17.30 WIB
This session has ended

CX FIRST Summit Closing

Label iconMain Conference

Virtual Booths

Visit sponsor booths from various leading brands

In Collaboration with

We provide premium exposure throughout the event

Platinum icon

Platinum

Gold icon

Gold

MitraComm Ekasarana
Silver icon

Silver

IGT Solutions

Media Partner

Trubun News
Katadata
Uzine
Telset
Gizmologi
INFO KOMPUTER
Dream
Technologue
Selular ID

University Partner

Universitas Kristen Duta Wacana
UI
Prasetya Mulya
ISTS

Community Partner

ICXP
Female Geek
Algoritma
Duni COding
CSEAI
Teman Produk
WTM Bandung
Surabaya Dev
Girls Kode
Progate
Kafe Developer
AndroidDev Surabaya

Student Community Partner

HMPSTI UNPAR
HMPSMa UNPAR
Proclub Tel-U
HIMATIKA UGM
HIMTI BINUS
himme binus
aiesec
GUMATIKA IPB
UPH
ACES
MTI ITB
GDSC UGM
Background

#CXFIRSTSummit2023

Beyond Boundaries: Breaking Barriers to Amplify Customer Experience

FAQ

  • What is START CX FIRST Summit?
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    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?
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    START CX FIRST Summit will be held on Thursday, 14 September 2023 at 09.00 - 17:00 WIB.

  • Where the event will be held?
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    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?
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    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?
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    It's FREE!

  • Where can I do the registration?
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    Kindly register through our website: http://academy.tokopedia.com/events/start-cxfirst

  • Will I get a certificate after joining the conference?
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    Yes! You will get an e-certificate.

  • Do I need to have a relevant background to join the conference?
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    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?
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    Once registered, you can enjoy all sessions.

  • What language is the event conducted in?
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    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?
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    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?
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    You can contact us and share your questions via: Email: cxfirst.summit@tokopedia.com Instagram: @TokopediaCare & @TokopediaAcademy. Twitter: @TokopediaCare