The Financial Services Authority (OJK) today organized a webinar entitled "Customer Experience: Success Strategy in the Digital Era". The event, which took place on Thursday, May 22, 2025, aimed to discuss the importance of superior customer experience amid the rapid development of digital technology, especially in the financial services sector.
This webinar was attended by more than 5000 participants from all over Indonesia, from various company sectors. The event was opened with a speech and opening by Mr. Anung Herlianto, as Deputy Chief Commissioner of OJK Institute. In his remarks, Mr. Anung emphasized the relevance of the topic of customer experience in today's digital ecosystem, where customer satisfaction and loyalty are the keys to success for financial institutions.
This webinar presented four prominent speakers from various sectors, who shared insights and strategies related to improving customer experience such as Mr. Tan Jacky Chen, as Director of Information Technology, Bank Tabungan Negara (BTN) who presented material on “Strategies for Improving Customer Experience in the Financial Services Sector in the Digital Era”. He highlighted how technological innovations can be leveraged to create a seamless and personalized customer experience, from the onboarding process to post-transaction services.
Followed by Ms. Yessie Dianty Yosetya as Director of PT XLSMART Telecom Sejahtera Tbk who discussed about "Customer Experience Trends: Technology Drivers of Customer Experience Transformation“, and Mr. Radityo Triatmojo as Director of Public Policy Shopee Indonesia who delivered information about ”Safe Shopping Experience".
As well as the presentation of material from Ms. Yosanova Savitry as CEO of Markplus Institute ended the speaker session with material entitled "Customer Experience Transformation: Strategies, Challenges, and Future Trends". She provided a comprehensive view of the strategies that must be adopted, challenges that may be faced, and projections of future customer experience trends.
This webinar is expected to provide valuable insights for participants, especially financial services industry players, to develop and implement effective customer experience strategies in an increasingly competitive digital era.
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