Exclusive CX class hosted by The Bridge Academy, COPC®, and Qiscus for CX leaders and decision makers to build and improve quality management systems, focusing on key areas like quality metrics, callibration consistency, and performance improvement.

This hands-on workshop conducted by CX University will sharpen your CX skills. This cover core CX domains such as strategy, metrics, VoC, and improvement. Ideal for professionals seeking struktured, best-practice frameworks in customer experience.

Registration & Networking

Opening Ceremony

Opening Remarks by Master of Ceremony

Welcoming Speech by Lismaryanti, M.M. (CEO of The Bridge Academy Indonesia)

Keynote Session: Educating for Experience – Creating a Culture of Lifelong CX Learning by Mohamed Latib Ph.D (Founder of CX University, USA)

Panel Discussion: Global Perspectives, Local Impact: Advancing Customer Experience Through Education and Leadership Moderator: Raja Murali (Chief Executive Officer PT Medilink Digital Medika) Panelist: Dr. Shreekant Vijaykar (President of South Asia and ASEAN Operations, COPC Inc., USA), Claire Boscq (CX Activator UK), Mohamed Latib Ph.D (Founder of CX University USA), & Vigneswara Sivalingam (Chairperson of CX Malaysia)

Service Leadership by Coach David Tjokrorahardjo (President of Maxwell Leadership Indonesia)

Networking Lunch & Exhibition

Panel Discussion: Transformational Experience: Elevating Customer Experience Beyond Expectations Moderator: Rudy A. Dalimunthe (Secretary General of ICXP) Panelist: Dr. Sri Safitri (Chairwoman of ICXP) & Yvonne Ng (CX Visionary Officer at Orlig Malaysia)

Community-Based CX – Designing for Inclusion & Accessibility by Vigneswaran Sivalingam (Chairperson of CX Malaysia)

Panel Discussion: Great EX, Greater CX – Managing People to Serve Better Moderator: David Pratomo (CEO Maxwell Leadership Indonesia) Panelist: Dudi Arisandi (Chief People Officer of Tiket.com), Josef Bataona (Former HR Director at Unilever & Indofood), Agustina Samara (Chief of Human Resource & Corporate Services at Sequis), & Nikodemus Purba (Former Advisor & Stakeholder Relation at Freeport and Member of National Social Security Council))

MC Recap & Agenda Overview

Transforming Indonesia’s Tourism Through Customer-Centric Innovation by Gistang Richard (Director of Commercial TWC)

Redefining CX in the Digital Era by Yvonne Ng (CX Visionary Officer of Orlig Malaysia)

Innovation Meets Experience by Ferry Hariawan (Executive Vice President PT Pegadaian)

Networking Tea Break

From Tradition to Innovation: Blue Bird’s Journey in Elevating CX by Bapak Yustiar Rizawan (Head of Digital and Marketing Communication at Blue Bird Group)

Panel Discussion: Winning Trust Through Exceptional Customer Experience in BFSI (BFSI Session) Moderator: Vika Indriyasari K (SEA Commercial Director at Survey Sensum) Panelist: Frans Elkana (CX Management Dept Head of WOM Finance), Rahmat Pertinda (Senior Vice President CX Center Division Head of BNI) & Hariyani (Head of Operations and Customer Protection of Allianz Utama Indonesia)

Closing Remarks & Event Wrap Up

Registration & Networking

Opening Remarks

Recap Day 1

Keynote Session: The Future of Experience by Lismaryanti, M.M. (CEO of The Bridge Academy Indonesia)

Empowering CX Innovation Through Technology by Sultan Syah, Senior Solution Consultant of Sobot Singapore

Spotlight talk: The Future of CX in Southeast Asia by Dr. Shreekant Vijaykar (President of South Asia and ASEAN Operations, COPC Inc., USA)

Keynote Session: The Role of Mystery Shoppers in Building a Customer-Centric Culture by Claire Boscq (Global CX Guru, UK)

Panel Discussion: Elevating Customer Experience in Public Transportation Moderator: Adrie Nugroho (Logistics and Transportation Enthusiast) Panelist: Trijatmi Erawati (Head of Service at PT Transportasi Jakarta) & Asbah Muniroh (Sr. Specialist at KAIWISATA)

Networking Lunch & Exhibition

Panel Discussion: Designing Customer Journey Mapping that Drive Loyalty Moderator: Yanuar Rezqi (GM Marketing & CX Optik Kasoem) Panelist: Dr. Kartina Sury (QFC - CXPA Asia Leader), Tasya Nur Intan Dewi (Customer Experience Head at Injourney), & Ambarwati (Customer Experience Head at English 1)

Product Showcase: AI-Powered SurveySensum by Tanuj Diwan (Global Head at Surveysensum)

Panel Discussion: Public Service Management for Customer Experience: Humanizing Government Interactions Moderator: Adrie Nugroho (Logistics and Transportation Enthusiast) Panelist: Fery Gunawan (Head of Sub Directorate of User Guidance and Information Service Management at Bea Cukai)

Digital Experience as the New Standard for Public Service Delivery by Daniel Oscar Baskoro (Senior Advisor Smart City at Otorita IKN)

Panel Discussion: The Power of Trust: Turning Great Service into Business Growth Moderator : Lismaryanti MM (CEO of The Bridge Academy) Panelist: Ngadimin (Branch Manager of Pegadaian Kebayoran Baru)

Overview

Panel Discussion: Driving Brand Experience through Innovation and Strategy Moderator: Vivi Wulandari (CX Practicioner) Panelist: Feriani Chung (Chief Marketing Officer at ZAP Clinic) & Tessi Fathia Adam (Group Head Digital Transformation at Paragon)

Panel Discussion: Strengthening Customer Bonds in the Automotive Industry (Automotive Industry Session) Moderator: Vika Indriyasari (SEA Commercial Director at Survey Sensum) Panelist: M. Taufik S Arief from Arista Group

Networking Tea Break

Doorprize

Grand Closing Ceremony & Appreciation Session