Tag: Asia Pacific

Leaders Talk CC-APAC: Enable Ecosystem for CX Innovation

Friday, March 11, 2022 – The 11th Leaders Talk CC-APAC hosted by ICCA discussed “Enable Ecosystem for CX Innovation” by inviting a professional speaker to the Asia Pacific contact center. This discussion was presented by Andi Anugrah, Chairman of ICCA Indonesia. The speaker Manoj Menon, Founder/CEO Twimbit.

Manoj starts the discussion by asking about the new definition of CX. He explains using a Gashapon machine as an example. “How many of you have played on this Gashapon machine. You know, how many have a lot of you played on this machine? Or you have children or you have taken the children to this machine?” ask Manoj.

He said what usually happens in this machine, the child will come, take a coin, and then play with this machine. Manoj also said that after we or our child get the toy, we 99% of the time don’t even use that toy. “We will leave it there and we go back to the machine to do it again,” said Manoj.

Then, Manoj explains that the machine is not for us to buy the product. The machine is making an experience for us. He said that we have to learn from Gashapon and make some more money from it. He also said that is what has happened in the world today. The only way we can differentiate is how you orchestrate that experience. And he said that is why we know and believe the experience is about the customer journey to use our product.

Manoj explains it is from the moment that the customer even thinks about using our product to the journey then consuming the product then to be a community member of our product for the rest of his life.

Manoj also shared about the ecosystem. He said that he is not making any money from the ecosystem, “I’m a research company,” said him. He wants every company to build a better strategy to grow their business. He also thinks building the ecosystem strategy is very important for every company. Either we build and develop our ecosystem, or you become part of somebody else’s ecosystem then, that we can innovate them because the future is an ecosystem.

Now, Manoj said that we got to move to the new era of strategy, which is to build that digital. Then, that is why he is talking about the ecosystem. We help companies develop and define and design their ecosystem strategy that is what we do (his company) as one of my offerings, but that is not the only offering. The ecosystem becomes a platform where everybody will be networking, such as networking for their potential and competency to deliver something.

For a closing statement, Manoj said that we have to learn about what is the ideal experience. And also, if we can start doing that automatically, he thinks we will see the improvement. For him, the biggest inspiration for customer experience is in sports. Because sport has fans and the fans are very loyal to their club. “Manchester United is not doing well for so long, but the fans are still so loyal,” said Manoj.

He said that what made them so much obsessed with it? Because there is that human connection. Then, now how do we create that because he thinks the sporting clubs do it very well. Technology is important but it is not the technology, it is about ritual. He explains that is about a great stadium, great stories of great players.

Then, the point he said is that customer experience for the companies is about great leaders in the company. “It is about the great physical storefront of the company. It is about great technology, and it is about great employees,” said him. Therefore, he asks all leaders to draw inspiration for their company and country, “Let’s make Indonesia very well known globally, for great customer and human experience,” said Manoj. (ANF)

Leaders Talk CC-APAC: Data Science and Data Analytics in Contact Center

Friday, March 4, 2022 – The tenth Leaders Talk CC-APAC hosted by ICCA discussed ” Data Science and Data Analytics in Contact Center.” by inviting a professional speaker to the Asia Pacific contact center. This discussion was presented by Andi Anugrah, Chairman of ICCA Indonesia. The speaker is Manish Shah, Vice President SE Asia Verint, Customer Engagement Solutions.

He thinks that basically, the biggest science is a practice that is happening right now because organizations are building analytics, who’s working there, and those with these rich datasets, like voice conversations and email conversations and chats. Then, he said that data science is more used to gain lessons that can improve marketing campaigns, improve customer service, or increase cross-selling opportunities to gain sales insights. In addition, it can also measure the best quality metrics for agents for employees and empower them to make decisions for successful outcomes.

Meanwhile, Manish explained that data analytics are used within the contact center where they focus on the entire company. Analytical data is not only applied to the voice channel or just to the email channel, but also to the entire channel.

Manish said that data analysis is more about how to study the practice, learn about what customers like and don’t like, and anticipate the next customer’s needs. Companies rely on data analytics not only to determine actions that are more focused on the contact center but for those who are more focused on the business. Then, data science is not only needed today but also needed in your future and it makes you ready to face the competition in the future.

He also gives tips for leaders if they want to develop their contact center in the era of data analytics in data science. He thinks that the most important is identifying the right partners, the right technology, and the experience behind supporting your companies.

And then identifying the right process and executives bringing executive sponsorship to it and then allowing the insight to be axed enable creating the process of culture to apply those inside to measure his impact. “I think this is what the leaders of today’s CXO and CEOs should be doing so that they could keep learning and keep improving,” explain Manish. (ANF)

Leaders Talk CC-APAC: Contact Centre as a Service Implementation Strategy

Friday, February 18, 2022 – The ninth Leaders Talk CC-APAC hosted by ICCA discussed “Contact Center as a Service Implementation Strategy,” by inviting a professional speaker to the Asia Pacific contact center. This discussion was presented by Andi Anugrah, Chairman of ICCA Indonesia. The speaker is Kenneth Chong, Chairman of CCAS Singapore, Amazon Web Services ASEAN Partner Segment Lead.

With this nowadays transformation such as cloud platform, Kenneth said that he can set up a call center in 10 minutes, then we can get it done. He said that the point is when we get into our service utility model, the time that we spend on the getting staging of the data center, then your infrastructure is taken away from you. And he thinks the time to value as call center operators and all you focus on what’s most important, He said, “five to value for your customers, your access to technology that’s now on-demand. That you can experiment and try. Also, we can customize and add some within minutes here.”

Kenneth also explains how leaders can take advantage of the current situation with strategic action. He thinks from the leadership side of it, he sees some of the lead in some of the industry and call center operators. What they should be looking at from a success? The first one is we should be agile. That agility gives you the speed, your time to value, and time to market because that now becomes your accelerator.

The second is that he encourages everyone to be bolder. Don’t be constrained by what we have today because access to technology is now so easy and they are cloud-based services that are highly accessible. We should be bold and make our changes. It means that we can create a safe environment, allow people to raise ideas, and that will give us the innovation culture.

That innovation culture will help us to create meaningful things that are beneficial to our customers that I should replicable. The third one is being creative and adopting changes. We should think out of the box, don’t let our legacy bring us down our ideas. Think again of a way that you can get more creative and pre-emptive.

The last one you must be ready to be dynamic. We have to be able to react fast because we are in a world that is fully and highly dynamic. We realize is that technology is highly available nowadays. We can start looking at new technology or rather a new environment for us to pilot an experiment. (ANF)

Leaders Talk CC-APAC: ICCA Awards Go For Platinum

Tuesday, February 08, 2022 – The eighth Leaders Talk hosted by CC-APAC discussed, “ICCA Awards: Go For Platinum,” by inviting Andi Anugrah, Chairman of ICCA Indonesia and Owner/ Founder of Telexindo Bizmart. 

In this leader talk, Andi started talking about ICCA Awards. The ICCA Awards 2022 program is an annual award event that is currently entering its 16th year. The tagline used by the ICCA Awards is Go For Platinum, in which the tagline was chosen to give a different feel to other competitions, which prefer to use the word “Gold.” The tagline was only used around 2009 or 2010 because, at that time, the committee wanted to choose 4 winners, but there were only Gold, Silver, and Bronze. Therefore, the committee chose the word “Platinum” as a solution.

Andi Anugrah also explains the history of the name change from the ICCA Awards. Andi said that the ICCA Awards was originally called The Best Call Center, then changed in 2008 to The Best Contact Center Indonesia. Similar to the name ICCA Indonesia, he explained that previously it was called the Indonesia Call Center Association. Then in 2008, it changed to the Indonesia Contact Center Association. This change is not very significant because the word “Contact Center” has become very popular over time.

Next, Andi Anugrah shared questions that companies frequently ask him, such as “How did Indonesia become more successful during this award program?” He explained that Indonesia was one of the countries that succeeded in running this award program, many participants were enthusiastic to take part in this competition. Andi Anugrah also explained the development of the ICCA Awards from year to year. He explained that for the Individual category participants in 2007 there were only 58 people who participated. However, in 2015 – 2017, the contact center practitioners participating in this competition increased to more than 500 participants.

However, there was a drastic drop number of participants in 2018-2020. Of course, in 2020 a very significant reduction occurred due to the COVID-19 pandemic. Then in 2021, the Individual category participants again increased to 367 participants.

In addition to the Individual category, in 2021 participants for the Teamwork and Corporate categories also increased compared to 2020. In 2020 there were only 63 Teamwork participants and in the Corporate category, there were only 25 participants. However, in 2021 it will increase again to 105 participants for the Teamwork category and 46 participants for the Corporate category.

The next discussion is related to how ICCA builds connections with other companies. Andi Anugrah said that when these awards were held, ICCA did not have many participants and was not yet popular in Indonesia. Then, ICCA tried to build connections with other companies and invited them to join this awards program.

Unexpectedly, several large companies want to participate in this awards event, such as Bank BCA, Bank Mandiri, Telkom, Indosat, SAMSUNG, and many more. He also explained why the big companies joined and participated in these awards because ICCA made something different. “I understand most of the competitions, especially customer service, they give awards for the company. But, we also need to give awards to each individual, “said Andi.

Since then, many companies have joined to participate in these awards, especially in the Individual category. In addition, the thing that distinguishes this competition from other countries is the Teamwork category. In this category, people do not need to have the ability to speak during presentations, but they need computer skills, such as Ms. Excel, how to calculate something, etc.

When the pandemic hit, ICCA began to change the method of this race online. ICCA assesses and assists surveillance via Zoom. But before the pandemic, ICCA invited the participants to one place and competed in the same room. Andi also explained a little about what was being contested in the Teamwork category. The Teamwork category is further divided into 5 competition categories, namely Quality, Scheduling, Telesales, Reporting, and Smart Team.

In the Teamwork category, most participants or teams have to work on the given competition within 2 hours. The committee will design a competition in which each team is given a case and it must be done within the allotted time. After that, the participant with the highest score will win the competition.

In the middle of the discussion, one of the audiences, namely Alvin from Bank BNI asked about the discussion given by the speaker. Alvin asked, “Is it ICCA that made contact center hype in other countries? Or are other countries just as excited?” asked Alvin. Alvin also added, “Because with ICCA, the contact center profession feels appreciated,” he said.

Andi Anugrah as the speaker answered the question, “Not only Indonesia, abroad such as Singapore and Malaysia, if there is a Contact Center event the participants can be up to thousands. However, there is indeed a scene in Southeast Asia. In addition, Indonesia’s presentation techniques can be said to be much better than other countries,” said Andi.

In Indonesia today, standardization of presentation materials has begun to form, including Background, Data Analyst, Objective, Creativity, Key Activities, Key Responsibilities, Key Resources, Key Performance Indicators, Results, and Additional Information.

Then another question from Christopher Lee. He asked about the challenges of holding The Best of Contact Center Indonesia which is carried out every year. Andi said that the challenges faced were indeed quite heavy, such as how to communicate to the participants regarding the competition, formulate the questions to be contested, collect videos, and record the participants. “It is a formidable challenge. But behind that, there are also other challenges such as packaging the provisions, the assessment parameters, and who the judges will be invited to,” said Andi. (ANF)

Digitalization of Financial Services

by Andi Anugrah

December 15, 2021 – The increasing number of activities using video conferencing facilities has resulted in the need to interact using video banking. The account opening service has been facilitated with video banking, then there will be many banking interactions that can be done from anywhere. We look forward to his presence.

Traditionally for customers, engagement with banks has been inefficient. To get financial services, generally, it will require several administrations, long queues, and takes time. This inconvenience has been going on for years since the advent of banking. This has also caused banking penetration and banking activity to remain low, with many residents remaining unbanked to date.

Access to low banking services is a combination of strict regulations, limited banking licenses, and customers with minimal experience. On the other hand, the presence of various financial applications is a gap that is used for various financial needs.

However, the banking and financial industry with several strict regulations is now changing and is driven by virtual or digital banking licenses. By utilizing the sophistication of digital technology, internet networks, and mobile applications to facilitate the banking administration process. What is more important is access to a residence number that can be used to validate customer data, making it easier for banks to verify prospective customer data.

The integration of various financial applications makes it easier for customers to manage personal finances, even make transactions and investments. With the presence of an increasingly widespread digital platform, it requires digital support through a contact center. The presence of a contact center with various service media supports these financial services.

It feels like change is accelerating and we are competing to innovate in customer service. If you see the development of the financial business that utilizes the contact center, it is hoped that this will be a positive thing for contact center practitioners.

While drinking coffee or tea in the morning, read my #celotehpagi. We are waiting for what other innovations the digitalization of the financial industry will bring. Stay healthy and energetic in the morning. (AA)

Leaders Talk: Do the Strong Execution for Make Things Happen

December 17, 2021 – Contact Center Associations of Asia Pacific (CC-APAC) in collaboration with Verint, presented Leaders Talk discussion with the theme “Digitalization in Financial Services.” In this leader’s talk, CC-APAC invited professional speakers of the contact center in the Asia Pacific. 

One of the speakers is Apirom Sutthinats, Contact Center Manager (Sales and Renewal Division), Roojai, Thailand. Apirom explained the challenge of digitalization and also the opportunity for financial services institutions. She said the challenge is they are really difficult to encourage and educate people. They are too difficult to tell everyone that online services were the best way to serve people for this time. This online makes flexible, and people can manage what they want anytime. 

She also shared that when the pandemic comes, she sees that the people’s behavior is changing. People are mostly more on their mobile phones and that is a mobile phone becomes the more essential into their life. Then, she advantages that situation now. They take the opportunity, such as improve a lot of customer experience, customer engagement, customer relationship, and also customer satisfaction. 

She also explains that people are not easy to adapt or accept this fast change, especially in this time everything is self-care online. “What do we need to do to handle these challenges, when we do change anything online?” ask her. Before we share with our customers, we need to prepare the training and ensure our staff clearly understand the rationale behind that change, such as what is the benefit to them? And also the benefit to the customer.

Same as another speaker, Apirom also gives tips to leaders to develop digital financial services. She said that leaders in the contact center are playing a really important law in business contribution, especially when it’s related to the customer. 

Therefore, leaders must be able to deal with any situation, such as paying attention to the customer, making what we doing currently better, and serve to the customer better. 

And also, as a leader, we always need to find a way to make our people work smart, minimize unnecessary work, and use technology or innovation to improve our contact center operations to work more efficiently. The last thing is execution. Not only plan and talk, but how strong our execution and action to make things happen. Therefore, she believes that everyone can make that change. (ANF) 

Leaders Talk: How to Build Momentum for the Leadership in Contact Center

December 17, 2021 – Interactive discussion initiated by Contact Center Associations of Asia Pacific (CC-APAC) in collaboration with Verint, with the theme, “Digitalization in Financial Services.” This event is invited four professional speakers from the Asia Pacific contact center. 

One of the speakers who was invited to this discussion is Novie Marlika. She is Vice President Customer Experience, OVO, Indonesia. In this discussion, Novie Malika said that OVO are contribute the solutions to this challenge, especially financial literacy and inclusion. Why financial services? Because she thinks, financial literacy is an important thing in the country for the economic process. “The challenge is always to find the right products and services that are easy to use, secure, and affordable,” said Novie. 

Novie also said that is why OVO particularly adopts the open ecosystem approach, such as being open to collaborating with other stakeholders. By doing this, Novie thinks OVO can expand from digital payment, also can over-like investment insurance bonds to meet the growing needs of the community with ease. 

Not only that, Novie explains that is basically on the challenges, but the way OVO sees the digital payment as a gateway to the larger digital financial ecosystem, whereby it is an opportunity for financial institutions. Then, “During these four years, I think, OVO has received a positive acceptance amongst Indonesian people and to the general public itself,” said Novie. She also thinks OVO is committed to continuing to bring financial literacy and inclusion through accelerating digital transformation in Asia.

Novie also shared tips for leadership development. She said that the main word for the leadership in the contact center is building momentum. Before building momentum, there are things that we need to do. First, we need to keep up with our customer’s needs. “What do we say by keeping up with this customer’s needs?” said Novie. We have to ask them to join our journey. Because it’s digital, we have to understand them, and we should make it easier for our users to understand. 

In the long term, she thinks when we keep up with the customer needs is not about how we reach the specific finish, but we need to create a higher purpose. And we also need to consistently adapt to the changing environments. 

When the pandemic comes, we need to send more people to work from home. Then, they can stay safe, but on the other side, we need to make sure our operations will be able to monitor and run smoothly. 

The last from this, we need to gain CSAT. Then, it’s not only learning the satisfaction level, but we need to learn the dissatisfaction level. Furthermore, we need to look from a bigger lens, such as from social media. We can see the satisfaction level that we want to achieve from all those activities, such as in terms of efficiency, in terms of operational excellence, and also can see are they achieved all the performance or yet. 

The second thing we need before building momentum is to set up our team for success. She said that whenever we will start something new, we need to give our teams a higher purpose, such as why we need to go there. 

Therefore, she said that we should help agents with the suggested actions, and they need to do some escalation. She explains that we also need to optimize our contact center with data analytics. Then, of course, “Improve ourselves and it makes sure that we’ll be able to help all the operations,” said Novie. As a leader, we have to stand by and make sure that we provide the solutions, even though we do not have the answers to that agent’s problem. As a leader, we don’t have all the solutions in the world for all the cases. But we can help all the team to drive a solution for us. (ANF) 

Leaders Talk: Have a Competences Before Starting the Digitalization

December 17, 2021 – Contact Center Associations of Asia Pacific (CC-APAC) present Leaders Talk discussion with the theme “Digitalization of Financial Services.” CC-APAC invited four professional speakers to the Asia Pacific contact center.

One of the speakers is Ridwan Nugraha, SVP, Customer Experience Center Head, PT Bank BTPN, Tbk, Indonesia. Ridwan explains what the challenges and opportunities during this pandemic situation are. He said that the challenge is how we can both create our unique value proposition. For example, the product is easier, smarter, safer, like finance for their daily activities via smartphones. 

The opportunities of this are very huge. He talks about the megatrends, for example, such as the smartphone penetration, internet penetration, and Indonesian population for the Asia Pacific is more than 270 million, and also this is dominated by the millennials. 

“So, I think it’s it’s quite promising that Indonesia is still an emerging country with very high potential for digitalization, as well as digital finance,” said Ridwan. He calls it of opportunity as well as, “Peluang sekaligus panggilan.”

At the end of the discussion, Ridwan shared some tips before starting the digitalization of financial services. He said that we should have competence. Competence means that we have strong knowledge, skill, and experience. We can earn it and also enrich it by navigating carefully. 

Furthermore, don’t forget to keep upgrading ourselves to stay relevant because he thinks that we can do it in various ways. The next is we can do self-learning or collective learning, such as joining the ICCA or the CC-APAC Awards. Then, the key is to keep on learning, be courageous, and be confident in all we do. 

And also, Ridwan said that contact center leaders work with others, they are not working alone. We should learn to lead by example. Then, we need to show good examples to our people, such as attitude, openness, and full accountability. “Don’t forget to keep fun at work, because the happy customers come from employees,” said Ridwan. (ANF)

Leaders Talk: 4 Things That Should We Do in This Transition Period

December 17, 2021 – In this Leaders Talk, the Contact Center Associations of Asia Pacific (CC-APAC) in collaboration with Verint discussed the “Digitalization of Financial Services.” We invited four speakers who are professionals in the Asia Pacific contact center industry. 

One of the speakers is Reni Septiana, Senior Vice President Center of Digital, Halo BCA, PT Bank Central Asia, Tbk, Indonesia. The discussion started by talking about the challenges and opportunities of digitalization for its company. Reni said that there are two challenges they are facing. First, namely internal challenges. This is related to the coefficient of user-friendly, secure, and safe digital services. The second is an external challenge, like dealing with customer acceptance who depends on all of the digital services we offer. 

Reni also said that there are still new opportunities that they can optimize, even BCA is during those hard challenges. “The digital banking strategy has enabled us to get the business opportunities in the middle of a fast-moving customer transition into digital banking transactions,” said Reni. 

BCA keeps developing and making innovations, especially digital best initiatives for banking transaction services, such as mobile banking. Furthermore, this digital banking transaction plan avoids physical contact in the transaction conducted through mobile banking, such as online account opening. 

Also, Reni shared her tips for starting the digitalization of financial services. The first tips are resourceful and innovative. What is the meaning? It means that we should digitalize all business activity, such as services, business processes, and customer relations. And also, we can automate and make it efficient through bottom-up innovations, such as local programming and big data. The second is implementing agile working because BCA has a motto. “We have our motto is from good to great and great to agile,” said Reni. 

And the third is to believe that stability and change is powerful polarity. Stability means ensuring that the current business model is solid, efficient, effective, and stable. Then, the change means implementing those changes, which is necessary to be more competitive in the future. Next, we can play roles as a leader, such as becoming role models, collaborating, personnel appreciation, agility, responsiveness, and looking forward to meaningful goals. And also, don’t forget empathy and persuasiveness. “Always humble and serve others,” said Reni. And the last one is reliable on growing people and extra miles. (ANF)

Leaders Talk CC-APAC: New Challenges of Digitalization in Financial Services

Friday, December 17, 2021 – The seventh Leaders Talk hosted by CC-APAC in collaboration with Verint discussed “Digitalization in Financial Services,” by inviting four professional speakers to the Asia Pacific contact center.

This discussion was presented by Andi Anugrah, Chairman of ICCA Indonesia. The first panelist is Reni Septiana, Senior Vice President Center of Digital, Halo BCA, PT Bank Central Asia, Tbk, Indonesia. The second panelist is Ridwan Nugraha, SVP, Customer Experience Center Head, PT Bank BTPN, Tbk, Indonesia. The third is Novie Marlika, Vice President Customer Experience, OVO, Indonesia. And the last one is Apirom Sutthinats, Contact Center Manager (Sales and Renewal Division), Roojai, Thailand.

The discussion is started by talking about the challenges and opportunities of digitalization in financial services. First, Novie Malika said that OVO are contribute the solutions to this challenge, especially financial literacy and inclusion. Why financial services? Because she thinks, financial literacy is an important thing in the country for the economic process. “The challenge is always to find the right products and services that are easy to use, secure, and affordable,” said Novie. 

Novie also said that is why OVO particularly adopts the open ecosystem approach, such as being open to collaborating with other stakeholders. By doing this, Novie thinks OVO can expand from digital payment, also can over-like investment insurance bonds to meet the growing needs of the community with ease. 

Not only that, Novie explains that is basically on the challenges but the way OVO sees the digital payment as a gateway to the larger digital financial ecosystem, whereby it is an opportunity for financial institutions. Then, “During these four years, I think, OVO has received a positive acceptance amongst Indonesian people and to the general public itself,” said Novie. She also thinks OVO is committed to continuing to bring financial literacy and inclusion through accelerating digital transformation in Asia.

There is another challenge that Apirom Sutthinats shared. She said the challenge is they are really difficult to encourage and educate people. They are too difficult to tell everyone that online services were the best way to serve people for this time. This online makes flexible, and people can manage what they want anytime. 

She also shared that when the pandemic comes, she sees that the people’s behavior is changing. People are mostly more on their mobile phones and that is a mobile phone becomes the more essential into their life. Then, she advantages that situation now. They take the opportunity, such as improve a lot of customer experience, customer engagement, customer relationship, and also customer satisfaction. 

She also explains that people are not easy to adapt or accept this fast change, especially in this time everything is self-care online. “What do we need to do to handle these challenges, when we do change anything online?” ask her. Before we share with our customers, we need to prepare the training and ensure our staff clearly understand the rationale behind that change, such as what is the benefit to them? And also the benefit to the customer.

Ridwan Nugraha explains what the challenges and opportunities during this pandemic situation are. He said that the challenge is how we can both create our unique value proposition. For example, the product is easier, smarter, safer, like finance for their daily activities via smartphones. 

The opportunities of this are very huge. He talks about the megatrends, for example, such as the smartphone penetration, internet penetration, and Indonesian population for the Asia Pacific is more than 270 million, and also this is dominated by the millennials. 

“So, I think it’s it’s quite promising that Indonesia is still an emerging country with very high potential for digitalization, as well as digital finance,” said Ridwan. He calls it of opportunity as well as, “Peluang sekaligus panggilan.”

The last, opinion from Reni Septiana. Reni said that there are two challenges they are facing. First, namely internal challenges. This is related to the coefficient of user-friendly, secure, and safe digital services. The second is an external challenge, like dealing with customer acceptance who depends on all of the digital services we offer.

Reni also said that there are still new opportunities that they can optimize, even BCA is during those hard challenges. “The Digital Banking strategy has enabled us to get the business opportunities in the middle of a fast-moving customer transition into digital banking transactions,” said Reni.

BCA keeps developing and making innovations, especially digital best initiatives for banking transaction services, such as mobile banking. Furthermore, this digital banking transaction plan avoids physical contact in the transaction conducted through mobile banking, such as online account opening.

At the end of the discussion, all panelists give their closing remarks and tips about the development of digital finance in Indonesia. Are you curious about want kind of tips that they are shared? Then, stay tuned for another article on the CC-APAC website. (ANF)