The customer experience market in Indonesia is experiencing substantial growth, driven by factors such as digital transformation, evolving customer expectations, government initiatives, and industry-specific demands. Businesses in the region are increasingly recognizing the paramount importance of delivering exceptional customer experiences to thrive in a highly competitive market landscape.

The swift digital transformation in the region has paved the way for the widespread adoption of advanced technologies and digital solutions that enhance customer interactions and streamline operational processes. This adoption encompasses the utilization of artificial intelligence, chatbots, and data analytics to personalize customer experiences and provide efficient customer support.

Indonesia boasts a sizable and tech-savvy youthful population that seeks seamless and convenient experiences across various channels, prompting organizations to align their business strategies with an omnichannel approach that encompasses both online and offline touchpoints.

As part of this strategic shift, there has been a strong emphasis on enhancing overall customer satisfaction in both the public and private sectors.

The 9th NXT CX Summit & Awards SEA is aligned with the goal of establishing a successful platform for discussing global best practices and addressing the challenges encountered in delivering a successful customer journey.