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VADS Indonesia Client Gathering 2024 “Leveraging the Modern Contact Center to Drive Your 2024 CX Strategy”

29 February 2024

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Jakarta, 29 February 2024 – PT. VADS Indonesia is again holding the 2024 Client Gathering event with the theme "Leveraging The Modern Contact Center to Drive Your 2024 CX Strategy". This event was held at the Puri VADS Nariba Office located in Mampang Prapatan, allowing clients to see directly the site and operations of PT VADS Indonesia. Apart from that, this event is also a forum for strengthening relationships with clients and expressing gratitude to PT VADS Indonesia for the loyalty and trust that has been given.

At this event, PT VADS Indonesia emphasized the importance of using technology to improve customer experience and provide better service. Apart from that, this event also introduced the latest solutions such as AI Automation through ChatAI and Voice AI, which have the potential to provide positive benefits for clients and help them adapt to the digital era. PT VADS Indonesia also introduced digital BPO solutions for 5 vertical sectors, including the BFSI, E-Commerce, Telecommunication, Healthcare, and Manufacturing/Automotive sectors. This digital BPO solution not only aims to improve customer experience but also to meet the specific needs of each industrial sector by providing an end-to-end process starting from customer engagement, customer retention, and customer profiling, to value creation.

This event was attended by various clients and potential clients of PT VADS Indonesia from various sectors such as banking companies, telecommunications, government, e-commerce, hospitals, and others, who are users of PT VADS Indonesia's services.

At this event, Deddy Hermansyah, Chief Sales and Marketing Officer of PT VADS Indonesia explained the customer experience trends for 2024, including:

1. Hyper-personalization, is a further stage of personalization where we not only consider factors such as age, gender, and so on in consumer behavior, but also dig deeper into the personality of each customer such as consumer behavior patterns, shopping trips, community, and other factors. This allows us to carry out more accurate customer profiling in presenting content, products, and services according to each customer's individual preferences, behavior, and needs, thereby increasing customer loyalty.

2. Ethical AI Integration, AI becomes a supporter in providing services by analyzing and speeding up the decision-making process, so that customers can experience a superior customer experience.

3. Ethical CX and Privacy Concern, apart from providing convenience and satisfaction to customers, the most important thing is the privacy and security that we provide to them. By providing good data protection, customer trust can be maintained. PT VADS Indonesia has standard operational procedures starting from networks, and systems, to operations, including policies towards people and data that comply with the ISO 27000:1 standard which is updated every year.

4. Virtual and Augmented Reality (VR/AR), this technology allows us to visualize the products to be purchased by displaying 3D models, immersive interactions, and the best customer experience. This technology has been used by leading companies such as Apple with its product, Apple Vision, which combines mobile phones with virtual reality.

5. Sustainability Driven Experience, ESG (Environment Sustainability and Governance) is a program that is an important focus for the millennial generation, Gen Z, investors, and all company stakeholders in creating a sustainable environment. This involves environmentally friendly business practices, support for local communities, and the integration of sustainability principles into company operations to ensure the continuity of the company as well as the environment and surrounding communities.

"These five trends are in line with the evolution of developing innovative solutions which have become an advantage at PT VADS Indonesia. These solutions have been implemented for strategic clients facing challenges and customer experience needs in the future," said Deddy Hermansyah.

"As a solid partner, PT VADS Indonesia shows high responsiveness and flexibility in providing services, no exception in any situation. "This advantage is a major factor in building strong working relationships with clients, some of whom have even collaborated for more than a decade," he added.

The 2024 VADS Indonesia Client Gathering event, using the fine dinner concept, is an important forum for clients to gain the latest insights while strengthening cooperation in improving a better customer experience in 2024.

PT. VADS Indonesia is a Business Process Outsourcing (BPO) service provider that has experience in providing high-quality customer experience (CX) solutions for various industries. With a focus on technological innovation and customer satisfaction, PT VADS Indonesia continues to be committed to providing the best service to its clients.

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