Registration & Welcome Coffee

Welcome Note by the Conference Producer

Special Remarks by the Guest of Honour

Opening Remarks by the Chairperson

Powering Indonesia’s Experience Economy: Building Trust, Innovation & Inclusive Growth

How can Indonesia strengthen its digital economy by prioritizing customer trust and experience standards • What role should regulation and governance play in balancing innovation with data protection? • How can CX transformation contribute to financial inclusion and nationwide digital adoption?

Registration & Welcome Coffee

Opening Remarks by the Chairperson

Intelligent Experience in Action: Turning Data into Predictive, Profitable Loyalty

How can AI and advanced analytics predict churn before it happens? • What does real-time personalization look like at scale in Indonesia? • How can businesses connect CX metrics directly to revenue growth?

The Human Side of Digital CX: Designing Emotional Connections

How can brands combine technology with empathy to create memorable experiences? • What role does emotional design play in trust and long-term engagement? • How can Indonesia leverage human-centered design to meet diverse regional needs?

Fireside Chat | Omnichannel Retail: Connecting Customers Across Every Touchpoint

How can retailers create a seamless experience across online, offline, mobile, and social channels? • What strategies help brands unify customer data to deliver relevant, consistent interactions? • How can technology, operations, and store-level teams work together to reduce friction and increase engagement?