Pegadaian Wins Top CX Brand Award 2026
PT Pegadaian has once again achieved a milestone by winning the Contact Center Service Excellence Award (CCSEA) 2026 in the Multifinance Call Center category at the Top CX Brand Award – CXTRAORDINARY EVENING 2026. This accolade serves as evidence of the company’s commitment to delivering outstanding customer service focused on customer experience.
The award ceremony, themed “The Secret to Serving with Full Heart,” took place at Hutan Kota by Plataran in Jakarta on Thursday, 30 April 2026. This recognition is granted for Pegadaian’s consistent provision of responsive, solution-driven contact centre services that offer an easy, quick, and humane experience amid digitalisation developments.
The award was received directly by Rinny Amelia Hadjoh, Senior Vice President of Contact Centre Services at PT Pegadaian. She stated that this achievement is the result of synergy among all Pegadaian personnel, particularly the contact centre team, which serves as the frontline in assisting customers.
“For us, serving with full heart means being present to listen, understand, and provide the best solutions. This award serves as motivation for us to continue improving the quality of interactions, as the contact centre is not merely an information hub but a space for interaction that builds trust and closeness between Pegadaian and the community, helping customers obtain quick and accurate solutions,” she said.
On a separate occasion, Eka Pebriansyah, Director of Networks and Operations at PT Pegadaian, emphasised that this accomplishment aligns with the company’s ongoing Customer Experience (CX) transformation.
“In line with the Danantara CX100 assessment, we continue to strive to ensure that every service, including the contact centre, delivers a solution-oriented experience. We believe that service quality is not only measured by response speed but by our ability to comprehensively understand customer needs,” Eka asserted.
Pegadaian continues to strengthen the competencies of its service personnel, refine business processes, and maintain service consistency across various channels. These steps are taken to ensure that the services provided remain professional, empathetic, and aligned with evolving customer experience standards.
Looking ahead, Pegadaian is committed to integrating the latest technology with a human touch in every service.
“Technology helps us become faster and more efficient, but the human touch remains the core of our services. We believe trust is built through sincere interactions. Therefore, we combine digital strengths with a humanistic approach, so customers continue to feel close, heard, understood, and served with full heart,” Eka added.
This award further solidifies Pegadaian’s position as a driver of inclusive people’s economy. Through increasingly reliable contact centre services, Pegadaian is optimistic about continuing to facilitate access to financial information and solutions for the broader community, while supporting sustainable national economic growth.