In this session, we explore how the CX Orchestrator approach helps organizations shift from an acquisition-focused mindset to a retention-led growth strategy that maximizes customer lifetime value. Participants will learn how to design structured post-sale customer journeys that deliver continuous value, foster meaningful engagement, and strengthen long-term relationships. The session will also examine how organizations can orchestrate post-purchase touchpoints to enable hyper-personalized experiences that deepen customer loyalty and advocacy. Finally, participants will discover how effective post-sale experience orchestration can generate measurable business impact through improved retention, increased referrals, and sustainable growth.

Bio

Yanuar Rezqi has over 13 years of experience in service, customer experience, sales & marketing in the banking, retail, healthcare, and wellness industries. His approach to transforming customer experience management is based on work culture and leadership to improve business, cost efficiency, and customer loyalty growth. He is also the author of The Customer Experience Orchestrator Book and founder of the Indonesian Customer Experience Community (CXID).

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