For more than 35 years, KPSG has been a trusted partner for companies in Indonesia in building outstanding Customer Experience (CX) and Employee Experience (EX). Since our establishment in 1990, our mission has remained consistent: to ensure that our clients’ customer journeys run seamlessly, efficiently, and deliver meaningful business value.
Over the past three decades, the customer service industry has undergone significant transformation. From the era of conventional call centers, to the rise of omnichannel models, and now into the age of AI, cloud, and intelligent automation. Throughout these shifts, KPSG has continuously adapted and innovated—not only keeping pace with change, but also helping drive industry standards to the next level.
From Traditional Call Centers to the AI & Cloud Era
Digital transformation has reshaped how companies interact with customers. What once relied solely on phone calls has expanded into multiple channels, including chat, email, WhatsApp, social media, and video services. As a provider of CXaaS, BPaaS, and MPHRO, KPSG has responded by building platforms and services designed for modern business needs. These innovations include:
- AI-powered CX Intelligence to enable faster, more accurate, data-driven decision-making
- Omnichannel platforms that ensure consistent customer experiences across all touchpoints
- Agentic AI that helps agents deliver more effective service without losing the human touch
- Integrated BPaaS + CXaaS + MPHRO to unify technology, processes, and human resources
- Seamless video, voice, and messaging solutions to support modern business demands
With a strong technology foundation, KPSG helps organizations address modern CX challenges such as surging digital interactions, rising customer expectations, increasing automation needs, and the demand for greater operational cost efficiency.
Accelerating into 2026: Raising the Standard of Customer Experience
In 2026, KPSG is committed to shaping a future of contact centers that are smarter, faster, and more human-centered. Our focus goes beyond technology—it is about how technology can enhance agents’ work lives and strengthen relationships between companies and their customers. By combining advanced AI capabilities with human service excellence, organizations can:
- Reduce friction across the customer journey
- Improve agent productivity
- Optimize operational costs
- Deliver more personalized and responsive services
These capabilities unlock opportunities for faster growth and stronger competitiveness in an increasingly digital market.
35 Years Is the Foundation. The Future Starts Now!
KPSG has grown alongside the industry for more than three decades—and the journey is far from over. With deep experience, modern technology, and a strong commitment to operational excellence, we are ready to support your organization as it enters the next generation of CX and EX.
Contact us and design your operational transformation with KPSG. Let’s build a future that is more connected, more efficient, and more rewarding for your customers.