{
    "success": true,
    "data": {
        "id": 2037287,
        "msgid": "danantara-says-service-is-key-to-soe-competitiveness-and-sustainability-1791971424",
        "date": "2026-10-14 16:10:41",
        "title": "Danantara says service is key to SOE competitiveness and sustainability",
        "author": "",
        "source": "ANTARA_EN",
        "tags": "",
        "topic": "Business",
        "summary": "Danantara COO Dony Oskaria says state-owned enterprises must put customer experience at the centre of their operations, arguing that service quality, alongside product quality and value, drives competitiveness, loyalty and long-term sustainability. Danantara also announced the winners of its 2026 CX100 Award, with Bank Mandiri named Grand Champion and eight companies recognised as sector champions.",
        "content": "<p>Danantara Chief Operating Officer Dony Oskaria said the effort begins\nwith a change in mindset about customer needs as expectations keep\nrising.<\/p>\n<p>\u201cSOE transformation begins with a shared view that service is the\nfoundation of company sustainability,\u201d Oskaria said in a statement on\nWednesday.<\/p>\n<p>He said the shared commitment of SOE leaders aims to build a good\nexperience at every point of customer interaction.<\/p>\n<p>The best service comes when companies meet or exceed expectations,\nincluding needs customers have not yet expressed, he said.<\/p>\n<p>Oskaria said the competitiveness of state-owned companies in all\nsectors is determined by product quality, service and the value\ncustomers feel.<\/p>\n<p>Business processes and employee readiness need to support the service\nexperience companies want to deliver, he said.<\/p>\n<p>A good experience strengthens loyalty, shown in customers\u2019\nwillingness to reuse services, recommend them and voluntarily become\ncompany advocates, he said.<\/p>\n<p>\u201cThis long-term relationship is an important foundation for the\nsustainability of SOE businesses,\u201d Oskaria said.<\/p>\n<p>Service quality also shapes public perception of SOEs and Danantara,\nhe said.<\/p>\n<p>\u201cDanantara Indonesia will be judged not only by its financial\nstatements, but also by people\u2019s experience of the services we provide,\u201d\nhe said.<\/p>\n<p>Danantara announced the Grand Champion, eight Sector Champions and\nthe Top 100 ranking in the Danantara Indonesia CX100 Award 2026.<\/p>\n<p>Winners of the 2026 CX100 Award:<\/p>\n<p>Grand Champion: Bank Mandiri<\/p>\n<p>The eight Sector Champions are:<\/p>\n<ul>\n<li><p>Financial Services: Bank Mandiri<\/p><\/li>\n<li><p>Energy &amp; Public Utilities: PLN<\/p><\/li>\n<li><p>Transportation Infrastructure: Angkasa Pura Indonesia<\/p><\/li>\n<li><p>Transportation Modes: Kereta Api Indonesia<\/p><\/li>\n<li><p>Healthcare: Pelni Hospital<\/p><\/li>\n<li><p>Tourism &amp; Hospitality: IAS Hospitality<\/p><\/li>\n<li><p>Retail: Kimia Farma Apotek<\/p><\/li>\n<li><p>Logistics: Kereta Api LogistikRelated news: Ombudsman highlights\nsignificant improvement in public service quality<\/p><\/li>\n<\/ul>\n<p>Translator: Heriyanto, Kenzu<\/p>",
        "url": "https:\/\/jawawa.id\/newsitem\/danantara-says-service-is-key-to-soe-competitiveness-and-sustainability-1791971424",
        "image": ""
    },
    "sponsor": "Okusi Associates",
    "sponsor_url": "https:\/\/okusiassociates.com"
}