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BSEM Study

Evaluate Indonesian banking services: Uncover insights across banking touchpoints.

SLE Study

Gauge satisfaction, loyalty, and engagement through the SLE Study.

Customized Study

Tailored solutions: Unleashing actionable insights through customized studies

July 13, 2026, @9.00 am - 5.00 pm

MRInsights 2026 | Inclusive CX Seminar | CX For All

MRInsights is a research-driven learning experience initiated by MRI. Through MRInsights, we organize seminars, publications, and discussions to share strategic insights derived from research findings as well as the latest industry trends. On its first day, MRInsights 2026 carries the theme Inclusive Customer Experience, an approach that highlights how the future of Customer Experience (CX) lies in inclusive services. This approach serves as a strategic driver to encourage sustainable innovation, strengthen service relevance, and build more effective interactions amid the increasingly diverse needs of customers.

July 14, 2026, @9.00 am - 5.00 pm

MRInsights 2026 | CX Thinking Labs | Intentional Customer Experience

MRInsights CX Thinking Lab is built on the belief that customer experience is shaped not only by systems, processes, and tools, but also by the way people think, feel, and interact. While CX leaders implement strategies that have proven effective, real-world experiences continue to reveal deeper layers of human behavior that deserve ongoing exploration. CX Thinking Lab (CXTL) is an executive learning platform designed to help CX leaders and managers translate research insights into practical actions that create meaningful business impact.

Recent Article

Discover research-based insights

Transformasi Perbankan Digital 2025: Mengapa Customer Experience Lintas Generasi Menjadi Penentu Loyalitas dan Growth Paradox

10-December | Perbankan digital terus tumbuh, tapi customer experience masih jadi tantangan besar. Melalui IDCX, MRI memperkenalkan kerangka pengukuran baru untuk membantu bank memahami perilaku, persepsi, dan ekspektasi nasabah di era digital.

6 Tahapan Bank Service Excellence Monitor (BSEM)

11-September | Dengan 18 touchpoints dan 1500+ best practices, BSEM 2024 hadir sebagai tolok ukur paling komprehensif untuk kualitas layanan perbankan.

Customer-Centricity: Strategi Efektif untuk Meningkatkan Kepuasan & Loyalitas di Perbankan & Asuransi Kendaraan

01-January | MRI telah melakukan survei yang mengukur indeks SLE nasabah perbankan sejak 2018. Tahun ini, cakupan survei SLE diperluas dengan melibatkan industri asuransi umum, khususnya untuk layanan atau produk asuransi kendaraan. Seperti apa hasilnya?

BSEM 2024: Mengukur dan Meningkatkan Customer Experience Perbankan Indonesia

01-August | Dengan 18 touchpoints dan 1500+ best practices, BSEM 2024 hadir sebagai tolok ukur paling komprehensif untuk kualitas layanan perbankan.

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