Pegadaian Wins Top CX Brand Award 2026, Commitment to Wholehearted Service

Jakarta, VIVA – PT Pegadaian has won the Contact Center Service Excellence Award (CCSEA) 2026 in the Multifinance Call Center category at the Top CX Brand Award - CXTRAORDINARY EVENING 2026. The event, themed “The Secret to Wholehearted Service”, was held at Hutan Kota by Plataran, Jakarta, on Thursday (30/04). This award serves as recognition of Pegadaian’s commitment and consistency in delivering contact centre services that are not only responsive and solution-focused but also provide customers with an easy, quick, and humane experience amidst the wave of digitalisation. The award was received directly by Senior Vice President of Contact Centre Services at PT Pegadaian, Rinny Amelia Hadjoh. In her statement, Rinny emphasised that this achievement is the fruit of synergy among all Pegadaian personnel, particularly the contact centre team, which serves as the frontline in responding to customer needs daily. “For us, wholehearted service 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, because 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,” said Rinny. On a different occasion, Director of Network and Operations at PT Pegadaian, Eka Pebriansyah, expressed that this achievement aligns with the company’s Customer Experience (CX) transformation roadmap. Pegadaian is committed to ensuring that every service touchpoint maintains superior quality standards. “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, improve business processes, and maintain service consistency across various channels to ensure that the services provided are professional and empathetic, in line with evolving global customer experience standards. Moving forward, Pegadaian will continue to integrate the latest technology with a human touch in its service ecosystem.