PT Bank Negara Indonesia (Persero) Tbk, or BNI, is strengthening its service culture transformation through the implementation of the CX100 Danantara program. The program aims to improve the quality of the customer experience, strengthen human resource capabilities, and foster a more customer-centric organization.
CX100 Danantara is Danantara Indonesia’s initiative to strengthen the quality of customer experience within state-owned enterprises (SOEs). This program encourages service transformation by building corporate culture, enhancing employee capabilities, steamlining business processes, and utilizing integrated technology.
BNI Human Capital & Compliance Director Munadi Herlambang said that BNI plays an active role in the program 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 is not only focused on strengthening our business and technology, but also on building a strong work culture and enhancing our customer experience, making it more relevant to future needs," Munadi said in a written statement.
Munadi views that cultural transformation is a crucial part of BNI's efforts to realize its vision of becoming a trusted global financial institution that excels in innovation and sustainable performance. This transformation remains grounded in BNI's values and identity, embodied in the spirit of Swadharma Bhakti Nagara.
BNI prioritizes customer experience as a key foundation for business development. Through CX100 Danantara, the company is strengthening a service culture that is more responsive, adaptive, and integrated with the needs of customers across various segments.
Munadi explained that BNI focuses on three strategic roles in supporting the company's transformation and achieving its vision. First, BNI continues to strengthen its role as a strategic partner in Indonesia's economic growth by providing financial services and digital solutions to domestic and international customers.
This role also aligns with BNI's position as one of Indonesia's investment and business gateways to the global market. With its continuously strengthened network and capabilities, BNI strives to provide relevant services to meet the needs of customers across borders.
Second, BNI encourages 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, as well as developing integrated omnichannel services.
Third, BNI strengthens its position as a key financial partner for all customer segments. The company continues to develop more personalized and integrated financial solutions for corporate, institutional, MSME, and individual customers.
"People and culture are the main foundation for achieving BNI's vision. Therefore, business transformation must be supported by a strong cultural transformation," said Munadi.
BNI believes that the success of its business transformation is defined not just by technology and products, but also by its work culture and customer experience. As a result, the company continues to internalize the BNI Cultural Heritage, which is comprised of three major pillars: SEVA (The Way We Serve), KARYA (The Way We Perform), and RAKSA (The Way We Protect).
These three pillars are embodied in the spirit of "Serving Wholeheartedly, Working Courageously, Protecting Wisely." Through these values, BNI encourages its employees to provide more empathetic, professional, and innovative services while upholding integrity and the principle of prudence.
By strengthening corporate culture, improving human resource capabilities, implementing sustainable change management, and actively participating in CX100 Danantara, BNI affirms its commitment to building an increasingly customer-centric, innovative, and resilient organization in supporting national economic growth.