Jakarta, 13 December 2021 – PT Telkom Indonesia (Persero) Tbk (Telkom) organized for the fourth time the Customer Experience (CX) Summit 2021, themed "Revive and Thrive Your Business by Transforming Customer Experience". The theme illustrates the hope of stimulating enthusiasm and motivation to prepare for a better future after going through the pandemic for two years, so as to revive the economy by transforming customer experience and with more concrete strategies. The event featured keynote speakers namely Minister of Tourism and Creative Economy, Sandiaga Uno and Minister of Cooperatives and Small, Medium Enterprises (SMEs), Teten Masduki, as well as speakers from various sectors and industries.

CX Summit 2021 is a collaboration between Telkom and Indonesia Customer Experience Professional (ICXP) to discuss strategic aspects that put forward improvement of customer experience quality or Customer Experience (CX). The aspects included business transformation towards customer-centric, customer experience for companies; micro, small, and medium enterprises (MSME) industry, and creative economy and tourism industry.

Telkom President Director Ririek Adriansyah said customer experience is a necessary differentiation strategy for all businesses to survive in the competitive experience economy era. “Customer experience has become one of TelkomGroup's priorities in the last few years. Therefore, Telkom continues to strive to provide a better customer experience from time to time. Telkom is also committed to continuously improving and developing digital ecosystems and capabilities, to develop the nation's digital sovereignty and a strong country, and to seize new opportunities throughout the country," Ririek said.

CX Summit 2021 was held online on 6-9 December 2021 with a virtual exhibition that garnered 4,300 visitors. Even though it was held online, it did not diminish the main purpose of the 2021 CX Summit. In fact, organizing it online enabled the event to feature more participants and speakers including from other countries such as Jeremy Utley, Executive Director of Education at Stanford School, who attended live from Silicon Valley in the United States. 

Minister of Tourism and Creative Economy, Sandiaga Salahudin Uno said the pandemic had a tremendous impact on the tourism and creative economy sectors on several fronts. It is evident from the declining consumption trend and the declining number of domestic and international tourists. "During the pandemic, there were sectors that came out as pandemic winners, such as fashion, culinary and housing, especially in the tourism and creative economy sector, whose share of contribution to GDP rose 7.5% and even Indonesia was among the top three worldwide, contributing 1,100 trillion rupiah," the Minister of Tourism and Creative Economy said.

The tourism minister said the event, with its theme "Optimism for Revival of Tourism and Business in Indonesia Towards 2022", is expected to increase tourism and creative economy business people's participation, during which they could get some insights and new ideas in dealing with customer experience issues by being oriented towards presenting the best customer experience.

Minister of Cooperatives and SMEs, Teten Masduki, said he supported the 2021 CX Summit and appreciated that the event was held. He reiterated MSMEs' significant contribution to the national GDP. Data from the Ministry of Cooperatives and SMEs shows that 99.9% of businesses in Indonesia are MSMEs, which contributed 61% to the national GDP, 14.37% to export, and absorbed the labor market up to 97%. 

“MSME actors have a significant impact on improving the welfare of the community as well as the national economic progress and recovery. Despite pandemic-induced disruption and digital disruption during the second wave, digital transformation has become very important for MSMEs. Indonesia's digital economy is growing very significantly. In 2020, the digital economy was valued at 640 trillion rupiah. This figure is projected to increase eight times to 4,351 trillion rupiah in 2030," he said. 

According to the cooperatives and SMEs minister, there are 16.4 million MSMEs connected to the digital platform. This figure represents more than 100% growth since the start of the pandemic. Therefore, continuous assistance, incentives for business actors, and infrastructure are key elements that Indonesian MSMEs critically need to transform digitally.

In addition, business coach, YouTuber, and ICXP advisor Helmy Yahya also said that CX is very important. “Never let visitors have bad CX because they will never come back. No matter how good the place is, if the customer experience is bad, they will surely not come back,” Helmy Yahya said.

Apart from the online conference, the virtual exhibition on 6-10 December 2021 held with a 3D concept and 360 degree viewing enlivened the 2021 CX Summit. It featured various showcases of innovation and technology that can support business continuity digitally and improve the quality of customer experience strategies. In the exhibition, participants can explore information and capabilities from digital and technological breakthroughs that the exhibitors provided.

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