A business success is greatly influenced by the way we deliver customer satisfaction. We strive to provide a CX-based business initiative that will deliver impactful growth for the business. I believe it, we believe it, will you believe it too?
...To deliver the best customer experience, make customer our “true north”
Telkom Indonesia strongly embraces a principle that Customer Experience (CX) is a core foundation of a business entity’s long-term growth. In 2018, Telkom stepped up by forming a digital unit that specifically focused on Customer Experience transformation. The unit inception aims to increase the efficiency and effectiveness of the business operation, with customers as an important driver of the long-term strategies.
Following the unit foundation, Telkom Indonesia is continuously moving towards a lean and agile organization with a central focus on customer-based transformation. The business entity is continuously adapting to the rapid development of the telecommunications and digital industry.
Telkom Indonesia has a vital mission, “Orchestrating digital ecosystem to provide the best practice of customer experience.” Today, the important mandates of the company’s operation are “Transformation of CX towards The Digital-First Customer Journey, and redesigning the business operation through integration of precise IT support systems, holistic business process, and agile human resources (mindsets and culture).
The vital mission and mandates are embodied in a new transformative mission of CX Telkom Indonesia, “Creating a ‘WOW’ Customer Experience for an amazing digital activity in an adaptive and innovative digital business operation.”
What We Do
As part of our commitment to create a ‘WOW’ Customer Experience, We have been implementing multiple unprecedented programs that support development and transformation of the business’ customer experience.
As we pave the way to CX transformation, our leading innovators are driving us every day. Meet some of the experts that make CXSense works.
CX Leader & Expert
Sri Safitri is currently a DEVP of Customer Experience and Digitalization at Telkom Indonesia. An alumna of STT Telkom Indonesia and RMIT Melbourne, she is among 25 top female executives in Telkom Indonesia Corporation. Sri Safitri made her business landmark achievement by leading a joint venture enterprise of Telkom (Indonesia) and Telstra (Australia), known as Telkomtelstra. Her recent appointment is leading the digital transformation division of Telkom Indonesia, a holding with more than 25000 employees, with 45 subsidiaries operating in 9 countries.
Under her leadership, Telkom Indonesia has successfully improved overall performance on Customer Experience (CX). CX division in Telkom Indonesia has won various prestigious awards in recent years. Her expertise in advancing the CX initiative is widely acknowledged both within domestic and the international business landscape. Sri Safitri is named as the Top 150 Global CX leaders 2020.
Aside from busy leading CX transformation in the company. She is also trusted as a member of the advisory board in TM Forum. An alliance of 850+ global companies working together to break down technology and cultural barriers between digital service providers, technology suppliers, consultancies and systems integrators. She is also an active speaker at various local and international CX Forums.