Alfi Yani

Vice President, Head of Enterprise Customer Experience
FWD Life

Alfi is Head of Enterprise Customer Experience in FWD Life Indonesia. She manages Operational & Services Excellence, Customer Management, Data Analytics and Customer Research. She is passionate about everything to improve customer life and make thing happen. She is a mother, enjoy travelling and movie.

Prior to joining FWD Life, Alfi was working as Head of Client and Broker Relations of a multinational life insurance company which is a leading employee benefit insurance provider in Indonesia. , Alfi brings more than 9 years of experience in managing healthcare services, with special expertise in customer services, contact centre client relations and complaints management.

Check out the incredible speaker line-up to see who will be joining Alfi.

Download The Latest Agenda

Conference Day Two – Thursday 25 April 2019

Wednesday, April 25th, 2018

9:00 AM PANEL: Leveraging Customer Experience a Business Strategy to Drive Business Profitability

· Aligning business goals with customer experience objectives to drive desired business outcomes

· Demonstrating the ROI of customer experience and getting buy-in from stakeholders

· Investing in the right people, process and technology to reap the full benefits of a customer-centric strategy

3:45 PM Building a Sustainable Customer Experience Management Framework

· Mapping out a systematic framework to cover the key elements of a high-impact customer experience strategy

· Investigating the practical aspects of operationalising customer experience management and optimising the customer experience journey

· Designing customisable customer experience programs across different business models and industries

· Evaluating the ROI of customer experience management framework on customer experience satisfactions and impact on other businesses