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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

23-27 AUG (Online)

Conference AgendaConference timings, networking activities

CONFERENCE AGENDA

9:00 AM Monday23Aug

9:00 AM

Conference & Expo Site Open for Visitors - post a Today is a Great Day, check out the online demo, register to be a judge, visit the expo or just start networking!

All Tracks

9:30 AM

Welcome and Introduction - Raj Wadhwani, President of ContactCenterWorld.com

All Tracks

10:00 AM Monday23Aug

10:03 AM

15 MIN BREAK

Track 1

10:03 AM

OPERATIONAL MANAGEMENT


Track 2

Melati Monikasari | Assistant Manager

Bank BRI

Indonesia

GROUP Operational Management (OPS)
Industry Sector Banking / Finance / Credit
10:03 AM

Our design creates results


Track 3

Kharisma Rizkayasa | Manager

Bank BRI

Indonesia

GROUP Contact Center Design (DES)
Industry Sector Banking / Finance / Credit
10:18 AM

Transforming the Art of Leadership


Track 1

Tine Ervina | AVP Cust. Satisfaction Management Watch My Video

PT Bukalapak.com

Indonesia

GROUP Contact Center Leadership (LDR)
Industry Sector Retail / Online Sales
10:21 AM

How do Tech Company Survive through Amazing Services for Amazing Customers


Track 2

Nuryanto Nuryanto | Head of CSM Operation Watch My Video

PT Bukalapak.com

Indonesia

GROUP Operational Management (OPS)
Industry Sector Retail / Online Sales
10:28 AM

CONTACT CENTER DESIGN


Track 3

Tassya Sahara | Assistant Manager

PT BANK NEGARA INDONESIA

Indonesia

GROUP Contact Center Design (DES)
Industry Sector Banking / Finance / Credit
10:39 AM

The Leaderships in Building a Nimble and Resilient Workplace During the Unprecedented Times


Coca-Cola Europacific Partners is one of the leading consumer goods companies in the world. We are in the privileged position of making, moving and selling some the world’s most loved brands – helping 1.75 million customers across 29 countries grow. We combine the strength and scale of a large, multi-national business with an expert, local knowledge of the customers we serve and communities we support. Our business generates over €15 billion in revenue, selling more than 3 billion unit cases. At the heart of everything we do is a simple but vital purpose, which we share with The Coca-Cola Company - to refresh Europe, the Pacific and Indonesia and make a difference.

Track 1

Rendar Mahardhika Putra | Head of Contact Center Watch My Video

Coca-Cola Europacific Partners Indonesia

Indonesia

GROUP Contact Center Leadership (LDR)
Industry Sector Retail / Online Sales
10:43 AM

Together we will make it


Track 2

Nugroho Juli Purnama | Head of Customer Service

Directorate General of Treasury

Indonesia

GROUP Operational Management (OPS)
Industry Sector Government
10:48 AM

Exploring Human-Building Interaction in Halo BCA


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 3

Dewi Paramita | Assistant Officer

PT. Bank Central Asia, Tbk

Indonesia

GROUP Contact Center Design (DES)
Industry Sector Banking / Finance / Credit

11:00 AM Monday23Aug

11:01 AM

LEADERSHIP IN THE CONTACT CENTER


Track 1

Pooja Raiyani | Vice President

ICICI Lombard GIC Ltd

India

GROUP Contact Center Leadership (LDR)
Industry Sector Insurance
11:04 AM

OPERATIONAL MANAGEMENT


Track 2

Sindhu Porwal | Deputy Vice President

ICICI lombard

India

GROUP Operational Management (OPS)
Industry Sector Insurance
11:14 AM

great facility to support and boost the employee performance


Track 3

Bias Abimanyu | Operations Support

TOKOPEDIA

Indonesia

GROUP Contact Center Design (DES)
Industry Sector Retail / Online Sales
11:20 AM

A Journey of Millennial Executive Leader in Mega Contact Center


Track 1

Maria Wibisono | Senior Manager

PT. BANK CENTRAL ASIA, TBK

Indonesia

GROUP Contact Center Leadership (LDR)
Industry Sector Banking / Finance / Credit
11:24 AM

serving & chill


Track 2

Adryansyah Adryansyah | Head of B2B Customer Operations Unit

Linkaja

Indonesia

GROUP Operational Management (OPS)
Industry Sector Banking / Finance / Credit
11:31 AM

30 MIN BREAK

Track 3

11:41 AM

Good Leaders are winners, but Great Leaders build Them


Track 1

Didik Agus Suwanto | Head of Customer Engagement

TOKOPEDIA

Indonesia

GROUP Contact Center Leadership (LDR)
Industry Sector Retail / Online Sales
11:42 AM

flexidemic


Track 2

Lidia Sri Margiastuti | Operational Manager

PT. Bank Negara Indonesia Tbk

Indonesia

GROUP Operational Management (OPS)
Industry Sector Banking / Finance / Credit

12:00 PM Monday23Aug

12:01 PM

customer service best practices


Central bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.

Track 3

Adrie Handria | Operational

Bank Indonesia

Indonesia

GROUP Customer Service (CSV)
Industry Sector Banking / Finance / Credit
12:03 PM

Leading In The Midst of Change


Track 2

Faldy Yudy | Operational Manager

PT Bank Central Asia Tbk

Indonesia

GROUP Operational Management (OPS)
Industry Sector Banking / Finance / Credit
12:03 PM

30 MIN BREAK

Track 1

12:21 PM

OPERATIONAL MANAGEMENT


Track 2

Siska Utari | Manager Customer Service Operation

PT PERTAMINA

Indonesia

GROUP Operational Management (OPS)
Industry Sector Utilities (gas / hydro / power)
12:26 PM

How uncompromosingly great service impacts market share


DHL Express division transport 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 Express Pakistan started its inbound operations under the name ‘DHL International’ in 1979. Deutsche Post DHL took 100% ownership in 2008. Currently Serving across 22 cities across the country with over 50 Service Points, more than 120 vehicles and a workforce of over 500 and boasting 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 3

Saad Siddiqui | CS Development Manager

DHL Express Pakistan

Pakistan

GROUP Customer Service (CSV)
Industry Sector Logistics
12:33 PM

Inside Troopers’ Brain: Decoding Customer Care Evolution


Track 1

Mansur Nawawi | Trainer Supervisor Watch My Video

Blibli

Indonesia

GROUP Trainers (TRN)
Industry Sector Retail / Online Sales
12:42 PM

30 MIN BREAK

Track 2

12:45 PM

Great Service comes Great Experience


Track 3

Ignatius Wahyu Pujarama | Contact Center Manager Watch My Video

PT VISIONET INTERNASIONAL (OVO)

Indonesia

GROUP Customer Service (CSV)
Industry Sector Banking / Finance / Credit
12:55 PM

Blending the BukaBantuan Secret Ingredients


Track 1

Hery Herdiyana | Higher Priority Associate Manager Watch My Video

PT Bukalapak.com

Indonesia

GROUP Trainers (TRN)
Industry Sector Retail / Online Sales

1:00 PM Monday23Aug

1:04 PM

The key of success in Best in customer service


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 3

Jayanti Zainal | Assistant Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Customer Service (CSV)
Industry Sector Banking / Finance / Credit
1:12 PM

BRI Contact Center League


Track 2

Nyimas Ekinevita Putri | ManagerAssistant Manager

PT.Bank Rakyat Indonesia Tbk

Indonesia

GROUP Incentive Schemes (INC)
Industry Sector Banking / Finance / Credit
1:19 PM

make them prove it


Track 1

Octariandry Shavita Putri | TRAINER Watch My Video

PT. BANK NEGARA INDONESIA, Tbk

Indonesia

GROUP Trainers (TRN)
Industry Sector Banking / Finance / Credit
1:29 PM

delivering memorable service experience through smart innovation


Track 3

Ghina Qudsi | Competency and Strategy Senior Lead

Tokopedia

Indonesia

GROUP Customer Service (CSV)
Industry Sector Retail / Online Sales
1:33 PM

Choose the Right Incentive Scheme


Track 2

Dirga Ananta | Senior Service Quality Monitoring Manager Watch My Video

PT Bukalapak.com

Indonesia

GROUP Incentive Schemes (INC)
Industry Sector Retail / Online Sales
1:41 PM

HOW TO BECOME A SPECTACULAR TRAINER USING ONLINE CLASS METHOD FOR SPECIAL AGENT


Track 1

Rengga Tanjung Santoso | Trainer

PT Bank Central Asia Tbk

Indonesia

GROUP Trainers (TRN)
Industry Sector Banking / Finance / Credit
1:51 PM

15 MIN BREAK

Track 3

1:55 PM

boost productivity with innovative schemes


Track 2

Selli Karlinawati | Head of Digital Customer Care

PT Fintek Karya Nusantara

Indonesia

GROUP Incentive Schemes (INC)
Industry Sector Banking / Finance / Credit

2:00 PM Monday23Aug

2:06 PM

Employee Wellness Programs


Track 3

Nina Cometa | Digital Service Manager

PT. Bank Negara Indonesia (Persero) Tbk.

Indonesia

GROUP Employee Wellness Programs (EWS)
Industry Sector Banking / Finance / Credit
2:07 PM

c.i.l.o.r fun training for the best quality service in running a company business


Track 1

Achatta Sindy Leomarti | Customer Service

PT Telekomunikasi Selular

Indonesia

GROUP Trainers (TRN)
Industry Sector Telecommunications
2:14 PM

Support Company Business through Extraordinary Incentive Scheme


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 2

M.Rizky Panji Indra | Assistant Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Incentive Schemes (INC)
Industry Sector Banking / Finance / Credit
2:26 PM

the secret to creating a better work culture


Track 3

Daniar Rachman | Supervisor

PT TELKOMSEL

Indonesia

GROUP Employee Wellness Programs (EWS)
Industry Sector Telecommunications
2:33 PM

Born to Shine: Bring the brightest to Stand-Out


Track 1

Liris Kinasih | Contact Center Trainer Manager Watch My Video

PT VISIONET INTERNASIONAL (OVO)

Indonesia

GROUP Trainers (TRN)
Industry Sector Banking / Finance / Credit
2:37 PM

15 MIN BREAK

Track 2

2:51 PM

Our Grand Essential of Wellness and Wellbeing


Track 3

Reni Septiana | Senior Vice President

PT. Bank Central Asia, Tbk

Indonesia

GROUP Employee Wellness Programs (EWS)
Industry Sector Banking / Finance / Credit
2:52 PM

no blunder no bully


Track 2

Bobby Randy Christian | Senior Customer Care

PT BANK NEGARA INDONESIA

Indonesia

GROUP Customer Service Professionals (CSP)
Industry Sector Banking / Finance / Credit
2:56 PM

How to Handle Your Virtual Class and be a Best Contact Center Trainer


Track 1

Merry Louise Gabriela Chandra | Trainer

PT Bank Central Asia Tbk

Indonesia

GROUP Trainers (TRN)
Industry Sector Banking / Finance / Credit

3:00 PM Monday23Aug

3:14 PM

Customer Service At the front line


Track 2

Ari Hanggoro | Customer Service

Bank Indonesia

Indonesia

GROUP Customer Service Professionals (CSP)
Industry Sector Banking / Finance / Credit
3:16 PM

transformation of employee wellness: MANAGING CONTACT CENTER IN THE ERA OF COVID-19


Track 3

Muhammad Faiz Munandar | Service Culture Specialist

TOKOPEDIA

Indonesia

GROUP Employee Wellness Programs (EWS)
Industry Sector Retail / Online Sales
3:21 PM

training culture make over - offline to online


Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.

Track 1

Santi Al Mufaroh | Trainer

TOKOPEDIA

Indonesia

GROUP Trainers (TRN)
Industry Sector Retail / Online Sales
3:33 PM

Customer Service At the front line


Track 2

Meggi Tri Darmawanto | Contact Center

PT. Bank Negara Indonesia (Persero) Tbk

Indonesia

GROUP Customer Service Professionals (CSP)
Industry Sector Banking / Finance / Credit
3:42 PM

End of Day Wrap

Track 3

3:43 PM

End of Day Wrap

Track 1

3:54 PM

How To Be A Customer Service Superstar


Track 2

Yunita Nathania | Customer Service Officer

PT Bank Central Asia Tbk

Indonesia

GROUP Customer Service Professionals (CSP)
Industry Sector Banking / Finance / Credit

4:00 PM Monday23Aug

4:14 PM

Being a Customer Service is like a Dancer


Track 2

Erwin Liu | Contact Center Officer Watch My Video

PT Bank Central Asia Tbk

Indonesia

GROUP Customer Service Professionals (CSP)
Industry Sector Banking / Finance / Credit
4:33 PM

Customer Service At the front line


Track 2

Dery Aryana Sakti | Operator

PT. Infomedia Solusi Humanika

Indonesia

GROUP Customer Service Professionals (CSP)
Industry Sector Utilities (gas / hydro / power)
4:55 PM

approaching customers by becoming their best friend


Track 2

Rahel Bernike Elnatan | Customer Service

Tokopedia

Indonesia

GROUP Customer Service Professionals (CSP)
Industry Sector Retail / Online Sales

5:00 PM Monday23Aug

5:10 PM

How to become a professional actor in providing excellent service to customers


Track 2

Nico Lase | Customer Service Officer

PT Bank Central Asia Tbk

Indonesia

GROUP Customer Service Professionals (CSP)
Industry Sector Banking / Finance / Credit
5:30 PM

End of Day Wrap

Track 2

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