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Improving Customer Experience CEO of XL Axiata Met Customers and Retail Outlets in Person

Jakarta, 20 March 2023. PT XL Axiata Tbk (XL Axiata) encourages all employees to better understand customer experience (CX) so that they can provide a better quality of customer experience from time to time. For this reason, through the AKBAR (Akrab Bareng Retail Outlet) program, the company requires all employees, including XL Axiata management, to meet directly with customers and retail outlets (ROs) of products to get their input. On the sidelines of a working visit to Banggai Regency, South Sulawesi, the President Director & CEO of XL Axiata, Dian Siswarini, also took the time to visit the Lima Cell kiosk, one of the retail outlets in Jole Village, Luwuk District, on Saturday (18/3).


Dian Siswarini said, "Customer experience, or CX, has been one of XL Axiata's focuses in recent years. During that time, our comprehensive CX program has proven to be able to increase customer satisfaction and loyalty, as well as drive sales. This year, we invited all employees to get involved in understanding and absorbing the aspirations of customers and retail outlets. As a result, the AKBAR program employs over 1,500 people and has approximately 40 thousand retail outlets throughout Indonesia."   


The mechanism of this program requires each XL Axiata employee to visit the RO selected through the NewXLife application. Before this, the employee first registers as an AKBAR program participant and makes a schedule, including choosing the closest RO from the employee's home to visit. During the visit to the RO, the employee will interact with the RO owner or staff to get feedback on their experience using and selling XL Axiata products.


The employee will also interact with XL Axiata customers who, at the time of the visit, are at the RO to buy XL Axiata products. Interaction with XL Axiata customers while in the RO will provide input from customers regarding their experience using XL Axiata services. All answers from customers and ROs will be inputted into the NewXLife application used exclusively by XL Axiata employees.


XL Axiata also continues to innovate and improve service coverage and data network quality. Development to expand and improve the quality of network infrastructure, both through the addition of 4G BTS and fiberization, continues to be carried out in various regions of Indonesia. Until now, XL Axiata's 4G network has served more than 57 million customers with service coverage in more than 61 thousand villages/sub-districts, 5,700 districts, and 469 regencies in 34 provinces of Indonesia. All of these are supported by more than 145 thousand BTS, including more than 91 thousand 4G BTS, as well as a fiber optic backbone network that stretches for more than 130 thousand km and supports data networks spread across the vast Indonesian Archipelago. 

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