BNI Strengthens Service Culture Through CX100 Danantara

PT Bank Negara Indonesia (Persero) Tbk, or BNI, is strengthening its service culture transformation through the implementation of the CX100 Danantara programme. The programme is directed at improving the quality of customer experience, strengthening human resource capabilities, and fostering a more customer-oriented organisation. CX100 Danantara is an initiative by Danantara Indonesia to enhance the quality of customer experience within the state-owned enterprise (BUMN) environment. The programme drives service transformation through reinforcing corporate culture, enhancing the capabilities of company personnel, optimising business processes, and utilising technology in an integrated manner. BNI Director of Human Capital & Compliance, Munadi Herlambang, stated that BNI plays an active role in the programme by forming a cross-functional team covering aspects of People & Communication, Technology, Business Process, Operations & Services, and Voice of Customer. “The transformation we are undertaking does not only focus on strengthening business and technology, but also on building a strong work culture and creating an increasingly better and more relevant customer experience for future needs,” Munadi said in a written statement on Thursday. According to Munadi, cultural transformation is a crucial part of BNI’s efforts to realise its vision as a trusted global financial institution excelling in innovation and sustainable performance. This transformation remains rooted in the values and identity of BNI encapsulated in the spirit of Swadharma Bhakti Nagara. BNI places customer experience as one of the main foundations in business development. Through CX100 Danantara, the company is reinforcing a service culture that is more responsive, adaptive, and integrated with customer needs across various segments. Munadi explained there are three strategic roles that are BNI’s focus in supporting transformation and achieving the company’s vision. First, BNI continues to strengthen its role as a strategic partner for Indonesia’s economic growth by providing financial services and digital solutions for both domestic and international customers. This role is also aligned with BNI’s position as one of Indonesia’s gateways for investment and business to the global market. With continuously strengthened networks and capabilities, BNI strives to deliver relevant services for the needs of cross-border customers. Second, BNI is driving digital transformation and innovation by building increasingly strong digital capabilities. This step includes developing solutions for customers, increasing productivity and efficiency through business process automation, and developing integrated omnichannel services. Third, BNI is strengthening its position as the main financial partner for all customer segments. The company continues to develop more personal and integrated financial solutions for corporate, institutional, MSME, and individual customers. “People & Culture are the main foundation for achieving BNI’s vision. Therefore, business transformation must be supported by a strong cultural transformation,” Munadi said. BNI views that the success of business transformation is determined not only by technology and products, but also by work culture and the quality of customer experience. For this reason, the company continues to internalise the BNI Cultural Path, which consists of three main pillars: SEVA or The Way We Serve, KARYA or The Way We Perform, and RAKSA or The Way We Protect. These three pillars are realised through the spirit of ‘Serving Wholeheartedly, Daring to Create, Wisely Protecting’. Through these values, BNI encourages company personnel to provide more empathetic, professional, and innovative service while upholding integrity and prudential principles. By strengthening corporate culture, enhancing human resource capabilities, and actively participating in CX100 Danantara, BNI affirms its commitment to building an organisation that is increasingly customer-centric, innovative, and resilient in supporting national economic growth.