Esaunggul.ac.id – Jakarta, January 30th 2025 – Universitas Esa Unggul is committed to providing the best service, especially in the field of education. As a form of this commitment, Universitas Esa Unggul as a University Partner in the Indonesia CX Summit 2025 event presented Mrs. Alvira as Sales & Marketing Director UEU in a panel discussion session moderated by Mr. Bugi Satrio Adiwibowo, Ph.D., as Head of the UEU Public Relations Bureau. This event was held on January 30, 2025 at the Grand Ballroom, Swasana Lippo Kuningan.
In the panel discussion session, besides being attended by Mrs. Alvira, Yanuar Rezqi as General Manager of Customer Experience Kansoem Group and Nikodemus Purba as HR Experience Professional Freeport, Coca Cola, and a Member of the Social Security Council were also present. They discussed how service leadership is defined in today’s competitive industry. With a fast-growing industry and healthy competition, service is something that is prioritized by companies or institutions. Then, as a leader, it is necessary to provide motivation to members to prioritize customer satisfaction consistently. Working as a team will produce maximum results through the best service.
Furthermore, service leadership can be effectively applied in educational institutions, especially universities. Students as the main stakeholders of the university, need to get the best service in order to fulfill academic needs. Universities have an obligation to accommodate this because the best student output will have a positive impact. Not only students, education personnel in the realm of faculties or study programs who act as teachers share their knowledge in accordance with the curriculum and are relevant.
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During the implementation of service leadership, a conflict is very likely to occur because everyone has a different opinion. As a leader, resolving a conflict can be done effectively through trust management and collaboration. Every opinion that arises is accommodated and then discussed together to reach a mutual agreement by prioritizing customer satisfaction.
As a leader who is closely related to customers from Gen Z must adapt and be open-minded dynamically with those who have diverse characteristics, especially if the leader has a generation gap with Gen Z customers. Communication style is also one of the challenges that leaders face seeing generational differences, Gen Z tends to avoid standardized and hierarchical communication, they prefer informal approaches and leaders who can accept all ideas submitted.
Generation Z as future leaders of the nation has great potential in service leadership in the future. Where they provide the best service and are able to present a satisfying and valuable experience for customers. Various challenges await along with an increasingly advanced and diverse industry. In addition, Generation Z who are hard workers and do not give up easily can manage service leadership well.
The Rector of Universitas Esa Unggul, Dr. Ir. Arief Kusuma A.P., MBA, IPU, ASEAN Eng, on one occasion said, “Universitas Esa Unggul as a university partner in Indonesia CX Summit 2025 reflects our commitment and contribution as an educational institution in supporting the development of customer experience, which is now one of the main focuses in the world of business and education. In the future, we will improve the knowledge and skills of the university community, collaboration with industry, and innovation through research.”
The event was organized by The Bridge Academy which is a leading CX (Customer Experience) training and consulting agency in Indonesia. Where has CX (Customer Experience) excellence through training, workshops, and customized consulting services. The Bridge Academy CEO, Lismaryanti, M.M. is an alumnus of the Faculty of Public Health, Universitas Esa Unggul. Aligned with global CX best practices, The Bridge Academy helps companies or institutions stay at the forefront of CX (Customer Experience) innovation while adapting to local market challenges.
Indonesia CX Summit 2025: Advancing Customer Experience with Global Best Practices is a premier event designed to bring together CX (Customer Experience) leaders, industry experts, and senior decision makers from various sectors to explore the future of customer experience in Indonesia. The summit will focus on how local businesses can adopt global CX standards to meet evolving customer expectations while addressing the specific challenges of the Indonesian market.
Universitas Esa Unggul is a World Class University
Universitas Esa Unggul is accredited superior based on BAN PT Decree: 2041/SK/BAN-PT/Ak/PT/XI/2024. Universitas Esa Unggul is also ranked as the 14th Best PTS in Jakarta, 43rd Best PTS in Indonesia, and 86th Best National PTN & PTS based on Webometrics.
With support from Arizona State University (ASU), Cintana Alliance supports UEU in realizing its vision to become an international university, as well as providing quality education for students throughout Indonesia.
