THE 2021
award

THE WINNER: Sri Safitri

Deputy Executive VP of Customer Experience and Digitisation
Telkom Indonesia, Indonesia

Assigned with the task of driving customer experience transformation in 2016, Sri has dedicated herself to meeting Telkom’s vision of becoming one of the most customer-centric companies in the world.

In the intervening years she defined a clear CX mission for the organisation, which was built on foundations of rigorous research – PESTEL analysis, Voice of the Customer research, bottom up and transactional NPS analysis and operational performance analysis – and established dedicated units that are accountable to drive CX transformation.

All of this has enabled Sri to launch a series of actions across two tiers – fixing the basics (identifying ‘hygiene factors’ and eliminate defects), and creating WOW moments for customers through differentiated experiences.

“The effects of the pandemic have been devastating for thousands of companies across the country, especially with their financial outcomes. as myriad of businesses happened to forced close. However, Telkom has gratefully sustained the business, even the financial outcomes turn out to be positive increased. The main drivers of the CX transformation program were increased gross sales, while reducing churn & operational costs.”