Indonesia, September 7, 2022 - Tokopedia comes back to host its annual technology conference START CX F1RST Summit 2022 on Thursday, September 8, 2022, 09.00-17.00 WIB. Conducted in hybrid–online through Tokopedia Academy’s website and offline at Tokopedia Tower–this conference adopts the theme 'Redefining CX Strategies to Navigate the Complex Future of Business.
Through its theme, START CX F1RST Summit 2022 emphasizes the importance of strategizing towards and implementing customer experience (CX) efforts that merge human touch, technology, and data to grow customer satisfaction and loyalty amidst a constantly evolving business landscape.
“We hope that, by conducting this conference, CX practitioners can share their knowledge and experiences, as well as network to advance the quality of CX strategy and implementation. On the other hand, sellers can learn from industry practitioners to apply proven CX strategies and implementations," SVP of Sales Operations & Product Tokopedia Rudy Azhary Dalimunthe said.
Tens of CX leaders from the government, and banking, telecommunications, and internet industries, such as Rudy, VP of Product and Seller Experience Tokopedia Puput Hidayat, and Chairlady of Indonesia Customer Experience Professional Sri Safitri, will speak at the conference.
“CX management will impact a business’ performance. In today’s digital era, CX practitioners need to continue learning and ensuring that their CX practices evolve according to the customers’ needs to generate maximum impact,” Safitri explained.
Tokopedia has implemented several innovations that combine human touch and technology to improve its customer experience (for buyers and sellers). For buyers, there is a grouping of query-handling paths according to the queries’ (service-based) so buyers can receive more accurate solutions from Tokopedia Care.
There are also personalized CX, which maximizes the research team’s capability to attentively listen to customers’ inputs and utilize them to improve CX, investments in artificial intelligence (AI) and automation to improve the quality and efficiency of the customer experience, and others.
For sellers, there is the self-service experience that enables sellers to meet their needs independently on the Tokopedia platform, such as opening a store, creating a product listing, processing orders, monitoring performances, managing finances, and much more.
Sellers can also benefit from a digital-based customer experience system, participating in educational programs or communicating directly with the Relationship Manager (RM) or Customer First Squad (CFS) about their business development.
"Through START CX F1RST Summit 2022, we aim to continue helping business owners in Indonesia, especially MSMEs, to optimize the use of technology to provide the best customer experience in today’s digital era," Hidayat said.
This conference, a part of Tokopedia Academy, is a continuation of the START CX F1RST Summit 2021, which attracted 4,600 participants, involved 30 strategic partners, and received more than 34,000 views through the Tokopedia Academy YouTube.
This annual conference aims to foster the spirit of innovation and propel the development of digital talents in Indonesia, especially in the CX field.
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About Tokopedia
Tokopedia, an Indonesian technology company, has a mission to achieve economic equality digitally. Tokopedia's vision is to build a Super Ecosystem where anyone can start and find anything. Currently, Tokopedia empowers millions of sellers and users through marketplaces and digital products, fintech and payments, logistics and fulfillment, and Tokopedia Partners. Tokopedia is part of the GoTo group, the largest digital ecosystem in Indonesia that includes Gojek, Tokopedia and GoTo Financial.
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