Beyond Cost:
Where AI Creates Value in Customer Operations

AI is quickly entering customer operations across Asia Pacific. Interest in Indonesia is rising too. Leaders must keep pace with a fast-growing digital economy, customers who expect fast service on every channel from super-apps to WhatsApp, and stricter rules on how customer data is used. 

Cost is still the first question, and it should be. AI costs are hard to pin down: licenses, usage, integration, and the people still needed to check what AI does. But savings alone rarely justify the investment. Organizations that get more from AI also use it to change how work gets done, so customers get answers faster, people focus on what needs their judgment, and new services become possible. 

Doing that in Indonesia comes with real constraints. Most organizations run on systems they can’t afford to replace. Customers are spread across many islands and languages. Partners aren’t scarce, but it’s not always clear who can actually deliver. 

Frost & Sullivan’s 2026 CX Study finds that leaders across Asia-Pacific increasingly judge AI by what it does for customers, not just what it saves. For Indonesian enterprises, the choices made over the next year or two will decide whether AI becomes a growth driver or simply another cost line. Leaders who define value clearly, build on what they already have, and choose partners who share the risk will come out ahead. 

Cost gets AI started. Value keeps it going. 

THE THREE DECISIONS  
Join senior leaders from Indonesia’s leading enterprises for a candid conversation on getting both cost and value right with AI. Bring what’s working, what isn’t, and the decisions you still need to make. Lunch follows. 

Three decisions that separate AI spending from AI value   
01 — Getting cost and value right  
Cost is a fair place to start, but it is rarely the whole case. We’ll discuss how to count the full cost of AI (licenses, usage, human oversight, integration), where it helps organizations grow revenue, retain customers, and launch new services, and how to show the board the value it will support. 

02 — Redesigning work around people and AI  
Adding AI to old workflows rarely changes much, and few organizations can afford to replace their core platforms. We’ll look at which journeys to redesign first on the systems you already have, when it makes more sense to add people than to build an AI workflow, where people still need to make the call, and how to bring frontline teams along, including those worried about what AI means for their jobs. 

03 — Choosing partners who share the risk  
When AI, your own teams, and partners all touch the same customer, the choice of partner matters more than ever. We’ll talk about what to keep in-house and what to hand over, what accountability should look like, and how to judge a partner on proven delivery rather than brand or promises. 

Reserve your seat today.