PRIME NEWS POST
The INDONESIAN, (Jakarta)— The adoption of Customer Experience (CX) in Indonesia continues to show significant progress, driven by growing organizational awareness to understand customers more comprehensively not only through data but also through the experiences they perceive.
In recent years, the approach to CX has gradually shifted. While previously positioned largely as a service function, it is now slowly becoming an integral part of broader business strategies.
Various initiatives have emerged to introduce more structured methodologies, often referring to global standards. One such effort is led by Lismaryanti through The Bridge Academy.
Through training programs, certifications, research, and collaborations with international bodies such as Forrester, COPC Inc., and CX University, access to global Customer Experience practices has become increasingly available to professionals in Indonesia.
The approach brought forward is not merely conceptual but emphasizes practical implementation tailored to organizational needs.
On another front, collaborative spaces are also expanding. Forums such as the Indonesia CX Summit and Indonesia CX Week serve as platforms for experience sharing among practitioners and organizational leaders, while strengthening the domestic CX ecosystem.
Nevertheless, challenges on the ground remain evident. Many organizations possess vast amounts of customer data but have not fully maximized its potential to derive actionable insights for effective decision-making.
The Customer Experience approach aims to bridge this gap by helping organizations view the customer journey in a more holistic and integrated manner.
Furthermore, strengthening CX is deemed insufficient through systems or technology alone; it requires a shift in organizational mindset, recognizing that customer experience is a shared, cross-functional responsibility.
As part of knowledge sharing efforts, Lismaryanti authored the book The Power of Customer Experience, published in 2025. The book summarizes practical approaches to building structured CX frameworks adapted to the dynamics of organizations in Indonesia.
Looking ahead, with greater access to global standards and an increasing demand for measurable strategies, Customer Experience is expected to play an even more vital role in driving business competitiveness in Indonesia.(Ed)
#@Reported from various media sources //photo from Google documents // contribution by Prime News Post international online media // news.paper
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