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AeroJaya VP of Customer Experience: "We Only Just Realised Our Complaint Data Was Too Fragmented"
Following its lost-baggage crisis, AeroJaya has set up a dedicated team to consolidate complaint data across channels.
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Customer experience in Indonesia, explained for regional and global readers.
These articles were translated from Bahasa Indonesia with AI assistance and reviewed by a human editor before publication. The Indonesian original prevails in case of discrepancy. Our AI policy
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AI Agents and the Future of the Contact Centre in Indonesia
Brands are racing to put AI agents on the front line of customer service. The question is no longer whether, but when a customer should be handed over to a human.
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How Bank Nusantara Cut Onboarding Time from 12 Minutes to 4
A case study of an overhaul of the digital account-opening journey that reduced customer drop-off by a third.
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Five CX Metrics Management Teams Most Often Misunderstand
NPS is not everything, and a high CSAT score does not always mean customers will come back. Here are the most common misinterpretations.
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Research: Indonesian Consumer Trust in Digital Services Improves, but Remains Fragile
A survey of 1,200 respondents shows trust has risen compared with last year, but it collapses easily after a single bad experience.