{
    "success": true,
    "data": {
        "id": 1837453,
        "msgid": "bni-strengthens-service-culture-through-cx100-danantara-1783003874",
        "date": "2026-07-02 21:09:00",
        "title": "BNI Strengthens Service Culture Through CX100 Danantara",
        "author": "Indriyani Astuti",
        "source": "MEDIA_INDONESIA",
        "tags": "",
        "topic": "Banking",
        "summary": "State-owned bank BNI is reinforcing its customer service culture by implementing the CX100 Danantara programme, an initiative aimed at enhancing customer experience across state-owned enterprises. The programme focuses on transforming corporate culture, boosting human resource capabilities, and integrating technology to create a more customer-centric organisation. BNI's management emphasised that business transformation must be supported by a strong cultural shift to achieve its vision as a trusted global financial institution.",
        "content": "<p>PT Bank Negara Indonesia (Persero) Tbk, or BNI, is strengthening its\nservice culture transformation through the implementation of the CX100\nDanantara programme. The programme is directed at improving the quality\nof customer experience, strengthening human resource capabilities, and\nfostering a more customer-oriented organisation. CX100 Danantara is an\ninitiative by Danantara Indonesia to enhance the quality of customer\nexperience within the state-owned enterprise (BUMN) environment. The\nprogramme drives service transformation through reinforcing corporate\nculture, enhancing the capabilities of company personnel, optimising\nbusiness processes, and utilising technology in an integrated manner.\nBNI Director of Human Capital &amp; Compliance, Munadi Herlambang,\nstated that BNI plays an active role in the programme by forming a\ncross-functional team covering aspects of People &amp; Communication,\nTechnology, Business Process, Operations &amp; Services, and Voice of\nCustomer. \u201cThe transformation we are undertaking does not only focus on\nstrengthening business and technology, but also on building a strong\nwork culture and creating an increasingly better and more relevant\ncustomer experience for future needs,\u201d Munadi said in a written\nstatement on Thursday. According to Munadi, cultural transformation is a\ncrucial part of BNI\u2019s efforts to realise its vision as a trusted global\nfinancial institution excelling in innovation and sustainable\nperformance. This transformation remains rooted in the values and\nidentity of BNI encapsulated in the spirit of Swadharma Bhakti Nagara.\nBNI places customer experience as one of the main foundations in\nbusiness development. Through CX100 Danantara, the company is\nreinforcing a service culture that is more responsive, adaptive, and\nintegrated with customer needs across various segments. Munadi explained\nthere are three strategic roles that are BNI\u2019s focus in supporting\ntransformation and achieving the company\u2019s vision. First, BNI continues\nto strengthen its role as a strategic partner for Indonesia\u2019s economic\ngrowth by providing financial services and digital solutions for both\ndomestic and international customers. This role is also aligned with\nBNI\u2019s position as one of Indonesia\u2019s gateways for investment and\nbusiness to the global market. With continuously strengthened networks\nand capabilities, BNI strives to deliver relevant services for the needs\nof cross-border customers. Second, BNI is driving digital transformation\nand innovation by building increasingly strong digital capabilities.\nThis step includes developing solutions for customers, increasing\nproductivity and efficiency through business process automation, and\ndeveloping integrated omnichannel services. Third, BNI is strengthening\nits position as the main financial partner for all customer segments.\nThe company continues to develop more personal and integrated financial\nsolutions for corporate, institutional, MSME, and individual customers.\n\u201cPeople &amp; Culture are the main foundation for achieving BNI\u2019s\nvision. Therefore, business transformation must be supported by a strong\ncultural transformation,\u201d Munadi said. BNI views that the success of\nbusiness transformation is determined not only by technology and\nproducts, but also by work culture and the quality of customer\nexperience. For this reason, the company continues to internalise the\nBNI Cultural Path, which consists of three main pillars: SEVA or The Way\nWe Serve, KARYA or The Way We Perform, and RAKSA or The Way We Protect.\nThese three pillars are realised through the spirit of \u2018Serving\nWholeheartedly, Daring to Create, Wisely Protecting\u2019. Through these\nvalues, BNI encourages company personnel to provide more empathetic,\nprofessional, and innovative service while upholding integrity and\nprudential principles. By strengthening corporate culture, enhancing\nhuman resource capabilities, and actively participating in CX100\nDanantara, BNI affirms its commitment to building an organisation that\nis increasingly customer-centric, innovative, and resilient in\nsupporting national economic growth.<\/p>",
        "url": "https:\/\/jawawa.id\/newsitem\/bni-strengthens-service-culture-through-cx100-danantara-1783003874",
        "image": ""
    },
    "sponsor": "Okusi Associates",
    "sponsor_url": "https:\/\/okusiassociates.com"
}