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MEETING POINT FOR THE WORLD'S BEST CONTACT CENTER & CX COMPANIES

Elevate Your People, Performance & Results To World Class Levels With Ideas, Tips, Innovations & Networking With The Best In The Region

25-29th JULY The Laguna, Nusa Dua, Bali, INDONESIA

Get Ready For The Most Exciting, Network Friendly, Educational Event This Year!

Conference AgendaConference timings, networking activities

CONFERENCE AGENDA

8:00 AM Monday25Jul

8:00 AM

Welcome and Introduction - Raj Wadhwani, President of ContactCenterWorld.com. Join this session to find out all about the week ahead and also how to use the tools to get the most out of the event

Track 1

8:30 AM


DHL Express transports time-sensitive documents and goods reliably from door to door via fixed routes and using standardized workflows. Our network spans more than 200 countries and territories in which more than 100,000 employees serve over eight million customers. DHL Pakistan started its inbound operations in 1979, ‘DHL International’. In 2008, Deutsche Post DHL took 100% ownership of the Company and today we are serving 22 cities all across the country with over 50 Service Points, more than 120 vehicles and a workforce of over 500. We boast the following certifications/distinctions: In-House Custom Clearance Class ‘A’ TAPA (Transported Asset Protection Association) certified ISO 9001/2014 certified RA3 (Regulated Agent 3rd Countries) Certified COE (Center of Excellence) Certified State-of-the-art Quality Control Centre (QCC)

Track 1

Saad Siddiqui | Customer Care and Key Account Manager

DHL Express Pakistan

Pakistan

GROUP Contact Center (CCT)
Industry Sector Logistics
8:47 AM

Creating ability for agility to achieve better reality.


Track 1

Nicke Vinadia Putri | Assistant Manager

Bank Indonesia

Indonesia

GROUP Contact Center (CCT)
Industry Sector Government

9:00 AM Monday25Jul

9:05 AM

Strive for HIgher Consumer SatisfactioN and Add ValuE (SHINE) in Contact Center


Track 1

Gemmala Sofia | Head of Consumer Relations

PT Nestle Indonesia

Indonesia

GROUP Contact Center (CCT)
Industry Sector Retail / Online Sales
9:22 AM


PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Ventures.

As the locomotive of the national economy Pertamina is a state-owned company engaged in the energy sector including oil, gas and new and renewable energy.

Track 1

Ary Maulana | Officer I Call Center Operation

PT. Pertamina

Indonesia

GROUP Contact Center (CCT)
Industry Sector Government
9:40 AM


Track 1

Hendriko Hendriko | Customer Operations Lead

TOKOPEDIA

Indonesia

GROUP Contact Center (CCT)
Industry Sector Retail / Online Sales
9:57 AM


Track 1

Demi Apriliani | Junior Talent Development Officer

Blibli.com

Indonesia

GROUP Design
Industry Sector Retail / Online Sales

10:00 AM Monday25Jul

10:15 AM


Track 1

Uke Nindya Anggraeni | Supervisior

PT BNI tbk

Indonesia

GROUP Design
Industry Sector Banking / Finance / Credit
10:32 AM


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 1

Nugroho Agung Prasetyo | Manager

PT. Bank Central Asia, Tbk

Indonesia

GROUP Design
Industry Sector Banking / Finance / Credit
10:50 AM

Coffee Break

Track 1

11:00 AM Monday25Jul

11:05 AM

Knowledge & Technology are becoming success factors to manage the best helpdesk.


Track 1

Rachma Wahyu Febrina | IT Analyst

Bank Indonesia

Indonesia

GROUP Help Desks (HDK)
Industry Sector Government
11:22 AM


Track 1

Ikhwal sidiq | staff

PT. Bank Negara Indonesia,Tbk

Indonesia

GROUP Help Desks (HDK)
Industry Sector Banking / Finance / Credit
11:40 AM


BCA was first founded on 21 February 1957 as Bank Central Asia NV. The Indonesian Banking Restructuring Agency (IBRA) took over BCA in 1998. Thanks to its management's business sagacity and shrewd decision making, full recovery was accomplished later in the same year. In December of 1998, third-party funds were back at the pre-crisis levels. BCA's assets stood at Rp 67.93 trillion, as opposed to Rp 53.36 trillion in December 1997. Public confidence in BCA was fully restored, and BCA was released by IBRA to BI in 2000.

Track 1

Kezia Amelia Putri | IT Specialist

PT. Bank Central Asia, Tbk

Indonesia

GROUP Help Desks (HDK)
Industry Sector Banking / Finance / Credit
11:57 AM


Our contact center serves the following purposes across omnichannel touchpoints: 1. Delivering reactive and proactive customer support for all inquiries and complaints, 2. Fraud prevention and handling by having your team follow up on purchases and transactions, 3. Customer's voice gathering by calling them and delivering short surveys in order to figure out what products and services would best serve their needs in the future, 4. Customer engagement channels to reach out to users during special events, programs, and/or retention to engage with them and building relations beyond transactions, 5. Customer education channels where we inform them on how to use our product better and have more secure transactions via all customer education channels, 6. Conducting outbound calls to support the business activities, 7. Establishing Service Experience Center as the first walk-in center in the industry.

Track 1

Reviansyah Ramadhan | Customer Operations Senior Associate

TOKOPEDIA

Indonesia

GROUP Help Desks (HDK)
Industry Sector Retail / Online Sales

12:00 PM Monday25Jul

12:15 PM

Developing community program is about how it will bring benefits to stakeholders


Track 1

Kiki Melvasari | Community Program Analyst

Bank Indonesia

Indonesia

GROUP Community Support Programs (COM)
Industry Sector Government
12:32 PM


Track 1

Sinyo Abi Rahmat Firdaus | Supervisor

PT Bank Negera Indonesia, Tbk

Indonesia

GROUP Community Support Programs (COM)
Industry Sector Banking / Finance / Credit
12:50 PM

“Light up hopes, make it come true”


Track 1

Iga Bagus Jaya Wardhana | Executive of Corporate Social Responsibility Program

PT PLN (Persero)

Indonesia

GROUP Community Support Programs (COM)
Industry Sector Government

1:00 PM Monday25Jul

1:07 PM


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 1

Dewi Paramita | Assistant Manager

PT. Bank Central Asia, Tbk

Indonesia

GROUP Community Support Programs (COM)
Industry Sector Banking / Finance / Credit
1:25 PM

Lunch Break

Track 1

2:00 PM Monday25Jul

2:28 PM

10 principles strategy for building Public Service Excellence


Track 1

Irfan Zulfauzi | Senior Contact Center Officer

Bank Indonesia

Indonesia

GROUP Public Service Centers (PSC)
Industry Sector Government
2:45 PM


PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Ventures.

Track 1

Andi Arifin |

Indonesia

GROUP Public Service Centers (PSC)
Industry Sector Government

3:00 PM Monday25Jul

3:03 PM


From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.

Track 1

Aditya Cakrawidya | Assistant Vice President

PT Bank Central Asia Tbk

Indonesia

GROUP Technology Innovation Vendor - Self-service (TIV)
Industry Sector Banking / Finance / Credit
3:20 PM


Track 1

Clarissa Lie | Operations

Blibli

Indonesia

GROUP CX Champions (CXC)
Industry Sector Retail / Online Sales
3:34 PM


Track 1

Lisbeth Tampubolon | Assistant Manager

PT Bank Central Asia, Tbk

Indonesia

GROUP CX Champions (CXC)
Industry Sector Banking / Finance / Credit
3:47 PM

Is it possible to improve CX and achieve cost-saving at the same time?


Track 1

Roy Kwong | Senior Manager, Contact Centre Channel Experience and Optimization Watch Our Video

HSBC

Hong Kong

GROUP CX Champions (CXC)
Industry Sector Banking / Finance / Credit
3:59 PM


Track 1

Dameria Gultom | Senior Manager

PT Bank Central Asia, Tbk

Indonesia

GROUP CX Champions (CXC)
Industry Sector Banking / Finance / Credit

4:00 PM Monday25Jul

4:13 PM

Coffee Break

Track 1

4:28 PM

Building a Resilient Remote Customer Centre Model


One of the financial services group in Asia with a presence in 18 markets. We are in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank has been named “World’s Best Bank” by Euromoney, “Global Bank of the Year” by The Banker and “Best Bank in the World” by Global Finance. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney. In addition, we have been accorded the “Safest Bank in Asia” award by Global Finance for ten consecutive years from 2009 to 2018.

Track 1

Imelda Imelda | SVP Watch Our Video

DBS Indonesia

Singapore

GROUP Work From Home / Remote Employees (WFH)
Industry Sector Banking / Finance / Credit
4:45 PM


Track 1

Nopiliyanita Nopiliyanita | Supervisor

PT. Bank Rakyat Indonesia (Persero), Tbk

Indonesia

GROUP Work From Home / Remote Employees (WFH)
Industry Sector Banking / Finance / Credit

5:00 PM Monday25Jul

5:03 PM

How we running our remote project with great performance and people engagement


Track 1

Mohamad Wisnu Arsi Wibowo | Operations Manager

Teleperformance Indonesia

Indonesia

GROUP Work From Home / Remote Employees (WFH)
Industry Sector Service Industry
5:20 PM

Turn Your Constraint Into An Opportunity: Customer Care Across Indonesia


Tokopedia Care is one of Tokopedia’s functions that are responsible for handling customer interactions through assisted channels which are handled by three managed-service partners which spread in three big cities across Indonesia: Jakarta, Semarang, and Yogyakarta.  Tokopedia Care only provides a digital channel, such as email, social media, live chat, and online dispute resolution. Tokopedia Care has no call center as channel support. Those channels are supported by 998 frontliners. In addition, at the first funnel, customers are helped by non-assisted channels, like a chatbot, smart autoreply, and resolution bot. So, in general, Tokopedia Care is supported by a two-layer system: smart automation and skilled customer FIRST squad.

Track 1

Fara Sheila Azalia | Operations Governance & Partnership Associate

TOKOPEDIA

Indonesia

GROUP Work From Home / Remote Employees (WFH)
Industry Sector Retail / Online Sales
5:38 PM


Track 1

Benedicta Mega Haryanti D | Assistant Manager

PT. Bank Central Asia, Tbk

Indonesia

GROUP Branch / Retail CX (BCX)
Industry Sector Banking / Finance / Credit
5:55 PM

End of Day Wrap

Track 1

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