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Yanuar Rezqi
Customer Experience Transformation Practitioner & Consultant
Helping businesses transform Customer Experience into measurable business growth.
Yanuar Rezqi is a Customer Experience Transformation Practitioner & Consultant, Author of The Customer Experience Orchestrator, and Founder of Retensi.ai.
With 13+ years of experience across Service, Customer Experience, Sales & Marketing, Yanuar has worked across banking, retail, healthcare, wellness, transportation, technology, and other customer-centric industries.
His work focuses on connecting Customer Experience with customer behavior, retention, loyalty, and sustainable business growth.
What I Focus On
CX Transformation
Helping organizations move from fragmented service initiatives toward an integrated Customer Experience Management approach.
Customer Retention
Designing experiences, engagement strategies, CRM, loyalty, and personalization initiatives that encourage customers to stay and return.
Business Growth
Connecting CX initiatives with measurable business outcomes including retention, repeat purchase, customer lifetime value, and sustainable growth.
Areas of Expertise
Customer Experience Transformation
Customer Journey Mapping
CX Measurement & VOC
Customer-Centric Culture
Service Experience
Customer Retention & Loyalty
CRM & Customer Segmentation
Customer-Centric Innovation
Service Recovery & Complaint Management
CX Strategy & Implementation
The CX Orchestrator
Yanuar is the author of The Customer Experience Orchestrator, a practical perspective on how organizations can orchestrate people, process, technology, customer insight, and experience to create meaningful business impact.
His approach is grounded in practical implementation rather than CX as a purely conceptual discipline.
From Customer Service to CX Transformation
Yanuar began his career as a Customer Service Officer at BNI Syariah in 2013.
He later developed his career through Service Development, Customer Experience, Sales & Marketing leadership, and General Management.
His professional journey includes:
BNI Syariah — 2013–2019
Service & Customer Experience
Kasoem Group — 2019–2025
Customer Experience, Sales & Marketing Leadership
FIT HUB — 2025–2026
Senior Customer Experience
CXperience Atelier & Consulting — 2026–present
Managing Director
Recognition
Yanuar's professional journey has been recognized through several awards and industry achievements, including:
The Best National Customer Service — BNI Syariah 2015
CX Award — Most Comprehensive Implementation 2025
CX Maestro Award 2025 — Driving CX Through Omnichannel Integration
The CX Philosophy
Customer Experience should not be measured only by how customers feel.
It should also be understood through what customers do.
Experience → Perception → Behavior → Retention → Repeat → Growth
Because the real value of Customer Experience is created when customers choose to stay, return, and grow with the business.
Connect with Yanuar
For speaking, consulting, CX transformation, training, collaboration, or partnership opportunities, connect with Yanuar Rezqi through his professional channels.
CX Indonesia (CX.ID)
Yanuar is the Co-Founder of Customer Experience Indonesia (CX.ID), a community and ecosystem focused on developing Customer Experience knowledge and practice in Indonesia.
CXperience Atelier & Consulting
As Managing Director of CXperience Atelier & Consulting, Yanuar works with organizations on Customer Experience transformation, customer-centric culture, CX management, service experience, measurement, training, and implementation.
Retensi AI
Yanuar is also the Founder of Retensi.ai.
Retensi.ai represents the next evolution of his CX journey: connecting Customer Experience, customer data, and customer engagement to help businesses strengthen retention and repeat revenue.
Industry Engagement
Yanuar has delivered training, workshops, sharing sessions, webinars, and conference sessions for organizations across banking, transportation, retail, healthcare, technology, and other industries.
His speaking topics include:
Customer Experience Transformation
Customer-Centric Culture
Customer Retention & Loyalty
CX Measurement
AI & Customer Experience
Service Excellence
Service Recovery
Customer Journey
Omnichannel Experience
Customer-Centric Innovation
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