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Leveraging Innovative Tech Strategies for Enhanced Customer Experience – Insights from CX Strategy Forum Indonesia

In recent years, the ever-evolving landscape of technology has profoundly impacted the way businesses interact with their customers. On November 8, 2023, Shipper took a significant stride in understanding and implementing innovative tech strategies to win over customers. The platform for this insightful exploration was the CX Leader Strategy Forum Indonesia, hosted at the luxurious Pullman, Central Park, Jakarta. Shipper was represented by Craig Wheeler, the Chief Customer Officer (CCO) of the company, who served as a panelist.

The forum was framed by a thought-provoking theme, “Ignite the Transformation: Accelerating Customer Experience Through Cross-Organizational Collaboration.” It brought together some of the most prominent CX leaders from renowned companies, who shared their invaluable perspectives on the role of technology in shaping exceptional customer experiences. 

The panelists included Edwin Sugianto, COO & CMO of PT AXA Insurance Indonesia, Mayank Singh, Chief Digital Officer (CDO) of Domino Pizza Indonesia, Rajesh Grover, Vice President of Digital and Omnichannel at Kanmo Group, and Daniel Hagmeijer, Chief Marketing Officer (CMO) of PT MAP Aktif Adiperkasa, who also expertly moderated the discussion.

A Common Vision: Harnessing Technology for Enhanced CX

Throughout the discussion, one common thread emerged – the pivotal role that technology, especially Artificial Intelligence (AI), plays in the enhancement of customer experiences. The collective wisdom of the panelists resonated in their belief that the strategic use of AI, mobile applications, and the internet has the power to facilitate customers in utilizing company services while allowing companies to gain profound insights into customer preferences and expectations through collected behavioral data. In essence, these technologies enable companies to harness customer data to refine and enrich their service offerings.

Addressing Data Privacy: Shipper’s Commitment

As the CCO of Shipper, Craig Wheeler passionately emphasized that “technology, when harnessed responsibly, can be a logistics solution.” Furthermore, Craig mentioned that to achieve a good customer experience, top management needs an expert team in data processing, and accurate data processing will determine the goal of a good customer experience.

According to Craig, data processing should focus on customer experience. Especially since Shipper is a service-oriented company, requiring a team capable of innovating the ease of delivery implementation using technologies like 3PL systems.

A Unified Approach to Customer Data Utilization

In alignment with Shipper’s perspective, all panelists shared insights into their respective organizations’ utilization of technology, including AI, websites, mobile applications, and customer data. They all concurred that customer data serves as an invaluable reference point for enhancing the overall customer experience.

However, the strategies employed vary across different industries, including retail, services, and food, reflecting the unique needs and challenges of each sector. Nevertheless, the unanimous consensus was that technology remains an indispensable tool for raising the bar on customer service standards.

Acknowledgments and Commitment to Progress

In closing, Shipper remains unwavering in its commitment to fostering a logistics transformation in Indonesia, that is driven by innovation and customer-centric principles.

In a world where technology continues to shape the business landscape, the insights from the CX Strategy Forum Indonesia serve as a testament to Shipper’s dedication to staying at the forefront of the CX revolution. The future promises exciting advancements as businesses like Shipper leverage innovative tech strategies to create meaningful and lasting customer relationships.

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