The CX Leaders’ Virtual Roundtable

An exclusive online discussion for IT & CX leaders in Indonesia

Hosted by Zendesk, The CX Leaders’ Virtual Roundtable offered an intimate online forum for executives responsible for IT & CX from prominent firms in Indonesia. 

Our discussions are very much inclusive and involve all the wealth of experience from the senior peers.

Redefining Business Continuity in Customer Experience

2020 has magnified global unpredictability, forcing organisations to rapidly respond to record-breaking spikes in customer-service requests and adapt their business processes and technology accordingly.

With global changes in consumer behaviour, brands must use these new behavioural insights to re-invent their CX in the ‘new normal’. A customer-first strategy that uses thoughtful digital transformation and proactive communications, is more important than ever to ensure business continuity.

  • How can companies transform their CX operations and create a comprehensive and scalable digital marketing strategy to adapt to the post-COVID19 era?
  • What are some of the hurdles and challenges that CX leaders are still facing as a direct result of the pandemic?
  • What long-term impacts will the outbreak have on customer behaviour?

2:50 pm: Guests to check-in online
3:00 pm: Welcome by The Ortus Club
3:10 pm: Introduction of participants
3:20 pm: Short address from Zendesk
3:30 pm: Discussion instigated by the moderator and continued by the group
4:15 pm: End of session

Edmund Situmorang

Chief Technology Officer, PT Teknologi Tujuh Asia

Edmund has over 15 years of management experience, marketing strategy, information technology and human capital development. He has been invited to speak in a number of conferences in Asia – including the International Leaders Summit, where he tackled the topics of Machine Learning, Natural Language Processing, Project Management and Digital Marketing.

Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to start-ups, we believe that powerful, innovative customer experience should be within reach for every company, no matter the size, industry or ambition.


Zendesk serves more than 150,000 customers across hundreds of industries in over 30 languages. Zendesk is headquartered in San Francisco and operates offices worldwide.

Thursday, 3rd of September, 2020

3:00 PM (GMT+7)

Attended by:

CEO of Enterprise Business at PT Smartfren Telecom
CEO, President & Director at Zurich Insurance Company
CRO at PT. Omnichannel Retail Indonesia
Managing Director at China Mobile International 
Managing Director at Unilever Food Solutions
Managing Director & Head at TMF Group
Head of IT Infrastructure and Operation at Universitas Bina Nusantara
Head & Director of Customer Experience and Customer Service at JD.ID
Head & VP of Design at OVO 
Head of Brand and Customer at PT AXA Services Indonesia
AVP of Product and Transaction Banking at MUFG
GM of IT at Suzuki Finance Indonesia

Hosted by:

Martie BautistaThe CX Leaders’ Roundtable