Newsroom
- VADS
- Newsroom
- VADS Indonesia Client Gathering 2023 “The Future is Here: Improve your Contact Center in 2023”
VADS Indonesia Client Gathering 2023 “The Future is Here: Improve your Contact Center in 2023”
16 March 2023
Jakarta, 16 March 2023 – PT. VADS Indonesia again held the 2023 Client Gathering event with the theme "The Future is Here: Improve your Contact Center in 2023". At this event, PT VADS Indonesia focused on how technology can improve contact center services and provide a better digital experience for its customers. The event, which was held at one of the prestigious restaurants in South Jakarta, is also a place to strengthen relationships with clients and to thank PT VADS Indonesia for the loyalty and trust that has been given. In addition, PT VADS Indonesia also introduced other solutions such as Customer Experience Automation, which can improve service efficiency and quality through the use of technology such as inbound and outbound contact center automation, predictive, omnichannel + AI, live chatbots, WhatsApp, and beyond. BPO solutions. PT VADS Indonesia hopes that these solutions can have a positive impact on clients and help them transform into an increasingly advanced and reliable digital era.
This event presented 4 speakers who were experienced and competent in their fields, namely: Philip Joseph (Senior Vice President of Customer Experience & Service Operation Indosat Ooredoo Hutchison), Windy Andale (Vice President of Customer Services PT ASDP Indonesia Ferry), Anna Novy Handayani (Division Head Mandiri Inhealth Customer Service), and Nico Herry Janto (Head of KRING Tax, Directorate General of Taxes, Ministry of Finance of the Republic of Indonesia). The four speakers shared their experiences and projections for facing 2023 in a panel discussion that was attended by more than 30 well-known companies, including telecommunication companies, government, e-commerce, banking, and others, who are users of PT VADS Indonesia's services.
At the event, Deddy Hermansyah, Chief Marketing and Sales Officer of PT VADS Indonesia explained research from Gartner and the Asia Pacific BPO Association regarding the trending customer experience (CX) in the future, namely:
- Artificial Intelligence and Machine Learning, where CX's ability not only answers consumer problems but can also predict consumer behavior and needs based on journey and personalization.
- Human Centric CX Design, CX design to make every interaction easy (seamless) and automation in accelerating questions and answers from every interaction with consumers in order to provide a closer (meaningful) relationship.
- Total experience (TX), is a synchronization of the 3 pillars namely people, process, and technology to provide better solutions and collaboration.
- The use of omnichannel, connecting both digital and traditional channels in one platform and studying the journey of consumers to minimize friction in CX and make a seamless omnichannel.
- Metaverse in CX is a new breakthrough in CX services where consumers can experience, try, as well as discuss directly with SME (subject master expert) so as to provide an unforgettable experience.
"These five trends are in line with the changes that have occurred in designing new solutions which have become the flagship solution (Beyond BPO) at PT VADS Indonesia. These solutions have been implemented for several strategic clients in responding to the challenges and needs of CX in the future.”, said Deddy Hermanyah, “As a good partner, PT VADS Indonesia is very responsive and flexible in providing services in all conditions. This quality makes clients loyal in cooperating with PT VADS Indonesia, and some have even worked together for more than 10 years.", he continued
In early 2023, PT VADS Indonesia received an award from Indosat Ooredoo Hutchison as The Best CX Partner 2022, and 35 other awards both nationally and globally, such as from ICCA, Stellar Award, Frost and Sullivan, CCW, and others. PT VADS Indonesia also conducts surveys through third parties from year to year to measure the level of satisfaction and performance (NPS and CSAT) of its clients. The research results show an increase of 10 points to 40 in NPS and an increase of 6 points to 98% in CSAT. This increase occurred in several aspects, such as good communication, responsiveness, good service, efficiency, performance as needed, and service readiness.
"The awards we have received and the NPS and CSAT achievements that have increased in 2022 are not a reason for PT VADS Indonesia to be complacent. All of this will trigger us to further improve our services, update solutions that are trending in the market according to the vertical industry, and bring convenience to our clients to be more advanced and competitive in the future” Closed Deddy Hermansyah at the PT Client Gathering event VADS Indonesia.
Related News
02 April 2024
08 March 2024
05 March 2024
01 March 2024
29 February 2024
27 February 2024
23 February 2024
20 February 2024
16 February 2024
13 February 2024
09 February 2024
06 February 2024
02 February 2024
30 January 2024
26 January 2024
23 January 2024
19 January 2024
17 January 2024
12 January 2024
09 January 2024
05 January 2024
04 January 2024
29 December 2023
26 December 2023
20 December 2023
13 December 2023
08 December 2023
05 December 2023
28 November 2023
23 November 2023
17 November 2023
14 November 2023
09 November 2023
08 November 2023
01 November 2023
24 October 2023
17 October 2023
17 October 2023
11 October 2023
10 October 2023
06 October 2023
04 October 2023
29 September 2023
27 September 2023
26 September 2023
22 September 2023
21 September 2023
15 September 2023
08 September 2023
01 September 2023
22 August 2023
18 August 2023
15 August 2023
15 August 2023
04 August 2023
26 July 2023
21 July 2023
04 July 2023
03 July 2023
30 June 2023
09 June 2023
01 June 2023
30 May 2023
26 May 2023
19 May 2023
17 May 2023
12 May 2023
04 April 2023
09 March 2023
24 February 2023
22 February 2023
14 February 2023
13 February 2023
09 February 2023
31 January 2023
26 January 2023
23 January 2023
19 January 2023
12 January 2023
10 January 2023
06 December 2022
31 August 2022
17 June 2022
09 May 2022
20 April 2022
06 April 2022
01 April 2022
25 February 2022
23 February 2022
21 February 2022
18 February 2022
15 February 2022
11 February 2022
08 February 2022
07 February 2022
04 February 2022
02 February 2022
31 January 2022
17 January 2022
14 January 2022
07 January 2022
03 January 2022
28 December 2021
07 December 2021
01 November 2021
27 October 2021
25 October 2021
18 October 2021
15 October 2021
14 October 2021
21 September 2021
22 April 2021
15 April 2021
13 April 2021
08 April 2021
05 April 2021
26 March 2021
23 March 2021
18 March 2021
15 March 2021
12 March 2021
09 March 2021
04 March 2021
02 March 2021
26 February 2021
23 February 2021
19 February 2021
16 February 2021
11 February 2021
09 February 2021
04 February 2021
02 February 2021
26 January 2021
21 January 2021
19 January 2021
14 January 2021
12 January 2021
07 January 2021
05 January 2021
29 December 2020
17 December 2020
15 December 2020
10 December 2020
08 December 2020
04 December 2020
02 December 2020
18 November 2020
16 November 2020
13 November 2020
11 November 2020
10 November 2020
09 November 2020
06 November 2020
04 November 2020
28 October 2020
23 October 2020
12 October 2020
09 October 2020
06 October 2020
02 October 2020
30 September 2020
23 September 2020
19 September 2020
26 August 2020
22 July 2020
23 April 2020
16 April 2020
09 April 2020
26 March 2020
19 March 2020
12 March 2020
05 March 2020
27 February 2020
20 February 2020
13 February 2020
06 February 2020