KAI CEO Shares Transformative Leadership Strategy at BSI Forum

PT Kereta Api Indonesia (Persero) is reinforcing its commitment to delivering customer-oriented services. During the PT Bank Syariah Indonesia (Persero) Tbk Leadership Forum at the BSI Tower Ballroom in Jakarta on Tuesday, KAI President Director Bobby Rasyidin shared the company’s transformative leadership strategy, where strategic decisions to improve services are guided directly by the Voice of Customer (VoC) and the strengthening of the Customer Relationship Management (CRM) system. Bobby explained that the needs and expectations of transport service customers are evolving dynamically. To respond to this, KAI optimises CRM to accurately and personally map customer preferences, behaviour, and feedback. “Service changes at KAI are based on the voice of the customer. Through CRM development, we listen to feedback while analysing the increasingly complex needs of the public, so that the operational and commercial decisions we make can answer what customers need,” Bobby said. The utilisation of CRM and VoC data forms the basis for KAI to integrate all points of the service ecosystem, from pre-booking tickets via digital applications, station facilities, and on-board comfort, to the speed of handling customer complaints. This customer-needs-based decision-making pattern has driven continuous improvement in KAI’s operational performance. In 2025, the KAI Group recorded a volume of 503.5 million customers, an increase of 8.52 percent compared to 464 million customers in 2024. The On-Time Performance for train departures in 2025 reached 99.53 percent, surpassing the target of 99.45 percent, while arrival punctuality reached 95.93 percent against a target of 94.20 percent. The Customer Satisfaction Index showed a positive trend, rising from 4.50 in 2024 to 4.52 in 2025. With operations managing more than 31,000 employees, 11,300 units of rolling stock, 590 stations, and 7,000 kilometres of active infrastructure, customer data integration serves as a crucial foundation for making fast, precise, and coordinated service decisions on the ground. “Going forward, KAI will continue to strengthen its CRM technology capacity and Voice of Customer channels so that every service innovation launched remains relevant, adaptive, and provides a safe, comfortable, and reliable travel experience for all customers,” Bobby concluded.