News & Event

The changing business landscape, driven by various factors, requires companies to quickly adapt, especially in terms of customer satisfaction and employee happiness. With these dynamics, we need to ensure that customers are satisfied and loyal, while also making employees happy and high-performing. Efforts to synergize Customer Experience (CX), which is a blend of the company's physical performance and the emotions it evokes, measured intuitively against customer expectations at all interaction moments, with Employee Experience (EX), which is how employees internalize and interpret their interactions with their organization and the context underlying those interactions, must continue to be carried out.

The integration of Employee Experience and Customer Experience strategies will result in the best customer service and improved company performance. In line with the Customer Centric principle, the Customer Experience program must be carried out collaboratively and supported by happy and loyal employees to achieve sustainable success.

To capture how CX and EX are implemented in Indonesian companies, SWA Media Group (SWA magazine) organized the Indonesia Best Customer Experience-Employee Experience Strategy Award in 2024. With assessment criteria including end-to-end journey mapping, identification of CX touchpoints that are moments of truth, KPI targets at each moment of truth, mapping CX with EX, EX models designed to support CX targets, and the results achieved, all participants had to go through several judging stages, culminating in a presentation before the panel of judges.

As a result, PT Indocement Tunggal Prakarsa Tbk. won the Indonesia Best CX-EX Strategy Award 2024 with a Very Good rating. The award ceremony was held on September 25, 2024, in Jakarta.