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)