22 February 2023 | Hotel Indonesia Kempinski Jakarta

About Event

8th NXT CX SEA Summit 2023

8th NXT CX SUMMIT Indonesia in partnership with Indonesia Customer Experience Professional (ICXP) aims to bring together the customer experience fraternity from the nation and brew an interesting conversation about driving business value through enhanced customer experience and retention.

A seamless and immersive customer experience is no longer a differentiator but an expectation. While many businesses recognize this, they often lack a comprehensive and future ready CX strategy. Without such a critical strategy established and in place, the necessary ROI cannot be achieved.

Many organizations lack a clear brand and experience strategy or fail to communicate the same broadly. This can result in ineffective initiatives with lost opportunities that do not move the needle with customers or leave a negative impression on them, making them liable to losing the customer in the future.

Summit will address the challenges and solutions faced by the industry and the community. With series of keynote talks, panel discussions, case study and product demo showcase the summit will highlight leaders in customer experience industry.

Steering Committee

Cut Noosy

Director of Customer Experience and Operation

Maersk IDP

Eva Noor

President & Managing Director


Dr Sri Safitri., M.Eng

Head of Digital Education

Telkom Chairlady ICXP

Rudy A. Dalimunthe

Senior Vice President, Digital Business (B2C & B2B) - New Retail Customer Excellence


Confirmed Speakers

Sachin Bhatia

Chief Growth Officer


Rusdy Sumantri


NielsenIQ Indonesia

Roman Nedielka

Director Innovation and Customer Experience


Didik Agus Suwanto

AVP, Customer Engagement


Robby A. Cahyadi

VP Customer Care Management

PT Telkomsel

Arie Maulana

Customer Experience - Senior Service Success Manager

Grab Indonesia

Novie Marlika

VP Customer Experience


Ridwan Nugraha

Customer Experience Center Head


Nita Octaviani A

Head of Customer Experience

DBS Bank

Reni Septiana

EVP Echannel & Settlement Services

PT Bank Central Asia

Libertha Hutapea

VP of People Business Partner, Talent Development and Performance Management


Rika Gelar Rahayu

Associate Director

Willis Towers Watson (WTW)

Anggita K.

Senior Vice President of People Operations


Melanie Ayu

Corporate Culture & Change Management PEI

ICF Coach

Clara I. Tiara

Head of Customer Experience Management

Maybank, Indonesia

Edwin Sugianto


Mandiri AXA General Insurance

Hendro Lim

Head of Operations


Philip Joseph

Senior Vice President Customer Experience & Service Operation

Indosat Ooredoo Hutchison

Dennis Nguyen

Founder, Chairman and Chief Executive Officer

Society Pass Inc. (NASDAQ: SOPA)

Juan Almer

AVP of Customer Experience


Imi Pamudji

VP Commercial Support

PT. SiCepat Ekspres Indonesia

Raihan Al Fauzan

VP, Head of Shipper Experience

Ninja Express

Juinita Senduk

Head of Care


Muhammad Ghifary

Head of Engineering

GovTech Edu, Indonesia

Awaludin Marwan

Founder & CEO

HeyLaw & Lecturer Bhayangkara University

Alexander Lukman

Managing Director


Widya Utami

Country Head of Customer Experience

Lazada Logistics

Tito Pratikto

Principal Solution Consultant (APAC, SEA)


M Chairul Budiman

Customer Experience Service Optimization Manager



Who will Attend?

  • Customer Relations Heads
  • Customer Service heads
  • Customer Loyalty Heads
  • Contact Centre Heads
  • Customer Operations Heads
  • Customer Experience Heads
  • Heads of UX
  • Chief Digital Heads
  • Technology Heads
  • Chief Marketing Heads
  • Heads of Consumer Insights and Analytics
  • Senior Management ( CEO, CMO, COO, CDO, CTO)
  • Heads of Product Development and Innovation

Industry Focus

  • BFSI
  • Hospitality
  • E-commerce
  • Retail
  • Healthcare
  • Manufacturing
  • Travel & Tourism
  • Telecom
  • Education

Why Attend?

  • Tap into changing customer needs and expectations to consistently deliver meaningful experiences
  • Leverage and understand about digital tools to deliver rich, personalized, and immersive customer experiences
  • Maximize interactivity and boost engagement with pioneering, proactive and data-led personalization strategies
  • Unlock new opportunities within AI and Automation whilst retaining the vital human interaction for seamless and meaningful CX
  • Refresh and revamp to craft seamless customer journeys across all touchpoints for outstanding end-to-end customer experience
  • Turn into business-critical customer feedback, measure online interaction, and action customer insights for insight-driven strategies

Sponsors & Partners

Platinum Sponsor

Gold Sponsor

Lanyard Sponsor


Associate Sponsor

Networking Partner


ICXP Awards and Recognition

More information to follow

Register Now

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