The Power of a CX Pledge: How Jakarta Became CX Gods and Goddesses
In November 20th 2025, something truly extraordinary happened in Jakarta.
During my Keynote Presentation at the Indonesia CX Week, ICXW2025, hundreds of professionals stood together, hand on heart, and pledged their commitment to elevating Customer eXperience at every moment, in every interaction.
It was a moment of unity, emotion and purpose that shifted the entire energy of the room.
But more importantly, it was a moment of grounding.
And grounding is always where transformation begins.
As the No. 1 Woman on the Customer eXperience Global Gurus list and the creator of the Heart-Led Business Growth Blueprint, I often say that CX is not simply what we deliver. It is who we are, how we behave and how we make people feel when they interact with us. That is why I opened my keynote with the message:
“Today I stand before you as the Electric CX Goddess.
But you now have the tools to become CX Gods and Goddesses too.”
Because CX excellence is not reserved for the few.
It is a choice available to all of us.
Why a Pledge Matters in CX Transformation
A pledge is far more than a symbolic gesture.
It is a declaration of identity.
It is a moment of accountability.
It is a grounding practice that aligns individual intention with collective purpose.
In my Heart-Led Business Growth Blueprint, the first stage is Ground.
Grounding is about clarity, intention and commitment.
Before organisations can align teams, harmonise environments or expand customer advocacy, they must anchor themselves in the standard they choose to uphold.
A pledge creates this anchor.
It shifts CX from being a project or initiative to becoming a promise—both personal and organisational.
The Jakarta Pledge: A Commitment to Serve With Heart
The energy in the room rose even higher when I invited Lisma, the CEO of The Bridge Academy Indonesia and the heart behind Indonesia CX Week, to join me on stage. Together, we guided the audience through a powerful call-and-response commitment.
Line by line, voice by voice, the room pledged to serve with passion, mindfulness, integrity, empathy and excellence.
They pledged to champion Customer eXperience, to create meaningful connections, and to make every customer feel valued.
They pledged to shine.
What made this moment so impactful was not the words themselves, but the energy with which they were spoken.
The sincerity.
The intention.
The unity.
Jakarta did not simply repeat a script.
Jakarta embodied the essence of what CX can and should be.
A Pledge Creates Culture
A Customer eXperience culture is not built through manuals, policies or posters.
It is built through behaviour, ownership and energy.
A pledge:
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Grounds people in a shared purpose
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Creates emotional alignment
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Inspires personal responsibility
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Encourages consistency in service
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Elevates the meaning behind everyday actions
When individuals commit to behaving like CX Gods and Goddesses, they raise the standard not only for themselves but for everyone around them.
And when hundreds of people pledge together, they create a powerful ripple across industries, organisations and communities.
Indonesia Is Rising as a CX Leader
As I looked across the room in Jakarta, watching hundreds of professionals raise their hands and claim their CX purpose, I felt a deep sense of pride.
CX in Indonesia is rising.
And it is rising with heart, clarity and intention.
Indonesia has always had warmth, kindness and hospitality woven into its cultural fabric.
What is happening now is the merging of that natural strength with CX structure, strategy and global best practices.
This is where transformation truly begins.
Shine on CX, Indonesia
The moment the pledge ended, I told the audience:
“Jakarta… you are now officially CX Gods and Goddesses.
Go out there, lead with heart, and shine on CX.”
Because that is the real power of grounding:
When we root ourselves in purpose, we rise in service.
And when we rise together, we elevate entire nations.
Indonesia, the transformation has already begun.
And I am honoured to have witnessed the birth of this new CX movement.
If you would like your organisation, conference or leadership team to experience this same transformation, I would love to support you.
Whether through a keynote, a masterclass or a full CX strategy programme, together we can elevate your people, your culture and your Customer eXperience.
To book me for your next event or explore how we can collaborate, simply send me a message.
Let’s bring heart-led excellence to your organisation and help your people shine.
