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)