PT Astra Digital Arta (AstraPay) won the award for Best Overall Customer Experience, PT Transcosmos Indonesia for Most Innovative Customer Experience and PT Unilever Indonesia for Best Use of Technology in Customer Experience, while PT Pertamina Patra Niaga was awarded for Excellence in Technology Implementation and Danone Specialized Nutrition (SN) Indonesia for Customer Service Team of the Year.

Asia Symposiums, a global company focusing on research and organizing leading events for business and technology leaders across Asia, said in a statement on Oct. 2 that the AsiaCX Indonesia Awards 2024 were presented at the Pullman Jakarta Indonesia Thamrin CBD in Central Jakarta.

The AsiaCX Indonesia Awards aims to celebrate the successes of companies that have made significant contributions to setting the best customer experience standards in Asia.

The awards are granted in targeted categories to recognize those companies that have provided a special experience to customers by maximized use of technology and igniting service innovations in diverse fields, according to Asia Symposiums.

At this year’s AsiaCX Awards ceremony, Elfi Emilia, Customer Strategy & Planning Director of Unilever Indonesia, said: “Really, it is an honor for us, especially for Unilever Indonesia, which prioritizes consumers. For us, the consumer is the most important element, because with our best service, we will gain customer loyalty.

“Once again, we are grateful for the award. We hope that through this award, we can continue to enhance customer experience [to be] the best for all.”

Experienced business leaders from several companies also spoke at the event on trends and best practices in customer experience, including: Marco Hidalgo, Digital Transformation Group Head at PT XL Axiata Tbk.; Arif Mujahidin, Corporate Communications Director at Danone Indonesia; and Mark Jefferson Go, Strategy Director at PT Erajaya Swasembada.

XL Axiata’s Marco Hidalgo shared his insights on how the data-based approach and sustainable feedback from customers could drive higher customer satisfaction and increase transactions through prioritizing design that was responsive to customer needs.

Meanwhile, Danone’s Arif Mujahidin highlighted the importance of digital infrastructure in supporting an effective and integrated customer experience, especially in ensuring smooth operations in the digital age.

Erajaya’s Mark Jefferson Go spoke about the customer experience trend in the retail industry, where the focus was on smooth integration among channels to enable a consistent shopping experience for customers, whether online or offline.

As part of the series of events, participants and invited guests had an opportunity to grow their networks through a variety of networking sessions involving government institutions, state-owned companies and private companies, such as the Tourism Ministry, the National Research and Innovation Agency (BRIN) and state-owned aviation services holding company InJourney; Hotel Wyndham Casablanca, Bank BTN, Bank UOB, Bank Panin Dubai Syariah, Randox Indonesia and Harapan Kita Hospital; as well as XL Axiata, Danone and Erajaya.

The event also provided a platform for professionals to exchange views and best practices that can be adopted and tailored to meet their diverse business environments.

The AsiaCX Awards 2024 is expected to serve as a source of motivation for companies in Asia to improve their customer experience quality and create timely innovations to fit contemporary needs.

Clarissa Jacob, Event Manager at Asia Symposiums, said: “We are confident that the [AsiaCX] awards will encourage companies from diverse industries to continually innovate and build a closer relationship with their customers, because at the end of the day, customers are an essential asset of every successful business.”

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