{"id":3934,"date":"2025-12-24T04:00:00","date_gmt":"2025-12-24T04:00:00","guid":{"rendered":"https:\/\/demo.sitespirit.co\/technical-test-5\/2025\/12\/24\/35-tahun-kpsg-inovasi-dan-transformasi-menuju-2026\/"},"modified":"2026-02-24T21:22:24","modified_gmt":"2026-02-24T14:22:24","slug":"35-years-of-kpsg-innovation-and-transformation-shaping-2026","status":"publish","type":"post","link":"https:\/\/kpsg.com\/en\/insight\/35-years-of-kpsg-innovation-and-transformation-shaping-2026\/","title":{"rendered":"35 Years of KPSG: Innovation and Transformation Shaping 2026"},"content":{"rendered":"<p><em>For over 35 years, KPSG has been a trusted partner for Indonesian companies in building superior Customer Experience (CX) and Employee Experience (EX). Since our founding in 1990, our mission has remained consistent: ensuring that our clients' customer journeys are seamless, efficient, and deliver significant business value.<\/em><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Over the past three decades, the customer service industry has undergone significant changes. From the days of conventional call centers to omnichannel models, to the current era of AI, cloud computing, and intelligent automation. Throughout this transformation, KPSG has continuously adapted and innovated\u2014not only keeping pace with developments but also being part of a company that pushes industry standards to the next level.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-large-font-size\"><strong>Evolution from Traditional Call Center to AI &amp; Cloud Era<\/strong><\/p>\n\n\n\n<p class=\"has-large-font-size\"><\/p>\n\n\n\n<p>Digital transformation has transformed the way companies interact with customers. While interactions once occurred solely over the phone, customers now navigate various channels such as chat, email, WhatsApp, social media, and even video services. As a provider of CXaaS, BPaaS, and MPHRO services, KPSG is responding to this shift by building platforms and services that meet modern needs. These innovations include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>AI-powered CX Intelligence <\/strong>which helps companies make faster and more accurate decisions based on data<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Omnichannel platform <\/strong>to ensure a consistent customer experience across all touchpoints<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Agentic AI <\/strong>which helps agents provide more effective service without eliminating the human touch.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>BPaaS + CXaaS + MPHRO Integration <\/strong>to integrate technology, processes and human resources<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Video, voice, and messaging solutions <\/strong>which is increasingly seamless to support modern business needs<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>With a strong technological foundation, KPSG helps companies face modern CX challenges such as the surge in digital interactions, rising customer expectations, the need for automation, and the demands for operational cost efficiency.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-large-font-size\"><strong>Towards 2026: Raising the Standard on Customer Experience<\/strong><\/p>\n\n\n\n<p class=\"has-large-font-size\"><\/p>\n\n\n\n<p>By 2026, KPSG is committed to building a future contact center that is smarter, faster, and more human-centered. Our focus is not just on technology, but on how it can improve agents' work lives and strengthen relationships between companies and customers. By combining the power of AI and the excellence of human service, companies can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Reducing friction in the customer journey<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Increase agent productivity<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Optimizing operational costs<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Providing more personal and responsive service<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>All of this opens up opportunities for companies to grow faster and be more competitive in an increasingly digital marketplace.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-large-font-size\"><strong>35 Years Is the Foundation. The Future Starts Now<\/strong>!<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>KPSG has grown alongside the industry for over three decades, and this journey is far from over. With deep experience, modern technology, and a commitment to operational excellence, we are ready to guide your company into the next generation of CX and EX.<\/p>\n\n\n\n<p><a href=\"https:\/\/kpsg.com\/en\/contact-us\/\">Contact us <\/a>and design your operational transformation with KPSG. Let's build a more connected, more efficient, and more satisfying future for your customers.<\/p>\n\n\n\n<p><\/p>","protected":false},"excerpt":{"rendered":"<p>Selama lebih dari 35 tahun, KPSG telah menjadi mitra terpercaya bagi perusahaan-perusahaan di Indonesia dalam membangun Customer Experience (CX) dan Employee Experience (EX) yang unggul. Sejak berdiri pada tahun 1990, misi kami tetap konsisten: memastikan bahwa perjalanan customer klien berjalan mulus, efisien, dan memberikan nilai bisnis yang signifikan. Dalam tiga dekade terakhir, industri layanan customer [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":4600,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[44],"tags":[],"class_list":["post-3934","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-wawasan"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>35 Tahun KPSG: Inovasi dan Transformasi Menuju 2026 - KPSG<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kpsg.com\/en\/insight\/35-years-of-kpsg-innovation-and-transformation-shaping-2026\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"35 Tahun KPSG: Inovasi dan Transformasi Menuju 2026 - KPSG\" \/>\n<meta property=\"og:description\" content=\"Selama lebih dari 35 tahun, KPSG telah menjadi mitra terpercaya bagi perusahaan-perusahaan di Indonesia dalam membangun Customer Experience (CX) dan Employee Experience (EX) yang unggul. 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