Customer Centricity in the Digital Era: Navigating Disruption and Enhancing Customer Experience
In today’s digital-first world, staying close to the customer is no longer optional—it’s essential for business relevance and long-term growth. Leaders must not only understand evolving customer needs, but also design strategies that deliver real value in an age of constant disruption.
At the upcoming EGN Indonesia Leadership Jakarta Peer Group Meeting, members will explore:
“Customer Centricity in the Digital Era: Navigating Disruption and Enhancing Customer Experience”
The session will be led by Norman Yanuar, SVP Portfolio Management at Saratoga Investment Sedaya Tbk and Strategic Growth Director at Brawijaya Healthcare Group. With experience across investment and healthcare sectors, Norman brings a multidimensional perspective to customer-focused transformation.
Key learning points:
Rethink the customer journey through a digital lens
Explore how disruption creates new opportunities for engagement
Learn what it takes to build sustainable, customer-first strategies
Share insights with fellow senior leaders navigating similar shifts
The leadership shift we need
Customer centricity is no longer a department—it’s a mindset that needs to live at the core of leadership. By anchoring strategy in real customer needs, leaders can unlock growth, loyalty, and long-term differentiation.
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