• Digital Reality: Understand how Indonesian enterprises currently operate across platforms, governance, and customer touchpoints—and identify your starting point for change
• Breaking Structural Drag: Identify legacy workflows, fragmented systems, and approval bottlenecks—and implement solutions that accelerate execution across digital and operational teams
• Scaling Transformation: Design agile operating models that empower decisive leadership and scalable growth across markets

• Total Signal, Instant Lead: Harness high-velocity inputs from messaging, social, and support to drive agile, data-backed executive decisions
• The 360° Intent Map: Unify digital touchpoints to move beyond surface feedback and reveal the underlying needs of the Indonesian consumer
• Pulse to Practise: Transform real-time sentiment into automated actions that preempt customer friction and secure long-term trust

• Foresight Over Feedback: Move beyond historical reporting to drive business strategy with predictive data signals
• Feedback-to-Feature: Accelerate the pipeline from real-time customer inputs to market-ready product innovation
• The Orchestrated Journey: Synchronise marketing, tech, and product teams to eliminate friction and scale impact

• Mapping Real Journeys: Analyse how customers move between social commerce, marketplaces, apps, and physical stores to uncover experience gaps
• Aligning Customer Moments: Coordinate pricing, communication, and service standards to deliver consistent interactions across channels
• Future Journey Design: Anticipate emerging behaviours, new commerce formats, and evolving touchpoints to keep interactions seamless as ecosystems expand

This roundtable offers an interactive space to connect with fellow attendees, exchange insights, and explore today’s most pressing marketing topics. Engage in meaningful discussions, share experiences, and uncover fresh perspectives that are shaping the future of the industry.

Such topics include:

• AI in CX
• Digital Transformation
• Marketing Technology
• Mobile CX
• Omnichannel Experience
• Voice of the Customer

• Recognising Mobile Primacy: How to treat smartphones as the primary channel for discovery, transactions, and customer service interactions
• Removing Experience Friction: Streamline onboarding, navigation, and payment journeys to boost completion rates, encourage repeat usage, and enhance overall customer satisfaction
• Linking Engagement to Growth: Connect retention and engagement metrics directly to revenue and customer lifetime value to drive measurable growth and more strategic decision-making

• Prioritising Real Use Cases: Discover where AI can create impact—through recommendations, forecasting, and service automation that drive measurable results
• Operationalising Intelligence: Integrate AI into customer journeys, service flows, and systems to deliver smarter, faster, and more personalised interactions
• Scaling Responsibly: Establish governance and transparency frameworks that safeguard trust while fuelling innovation

• Embed Intelligence into Journeys: Integrate AI-driven decisioning and autonomous agents directly into discovery, purchase, and service to create “Zero-Friction” customer flows
• Design for Human-AI Synergy: Balance high-speed automation with intentional human intervention to preserve empathy, solve complex exceptions, and strengthen brand trust
• Closed-Loop Learning & Evolution: Leverage real-time behavioural data and continuous “feedback-to-model” pipelines to refine AI accuracy and personalise experiences as customer needs shift

• Bridging the Experience Gap: Identify how fragmented data and siloed systems create friction, and how to unify these “disconnected conversations” into a single customer truth
• Customer-Centric Orchestration: Modernise the stack by connecting CRM, paid media, and analytics into a composable architecture that supports seamless, end-to-end lifecycle experiences
• Real-Time Adaptive Engagement: Leverage integrated technology to deliver hyper-personalised, consistent interactions that respond to live customer behaviour across all channels

• Design for Adaptability: Build composable MarTech ecosystems that evolve alongside shifting Indonesian consumer expectations and rapidly emerging digital channels
• Activate Unified Journeys: Architect signal-sharing pipelines that trigger coordinated experiences across marketing, commerce, and service environments
• Scale Through Intelligent Orchestration: Deploy automation and real-time orchestration to sustain consistent brand interactions as organisational complexity increases