MRI · Digital Insights & Analytics

Know your customers
more deeply — even
in the age of artificial intelligence.

A customer intelligence solution that fuses digital data, sentiment, and real behavior parameters to help companies make market decisions.

The Challenge

The gap quietly
draining your opportunities

Consumers share their experience in unfiltered opinion. Companies collect data that conditionally formatted. When the insight reaches the desk, the real problem is different with what the expected before.

95+

point gap at period 5

~20

conventional research stays flat

At Period 5, market speed accelerates to 95+ while conventional research cycles remain static at approximately 20. This widening gap represents the critical window where competitors gain decisive advantage.

Gap: Market Speed vs Research Cycle

Market Change Speed Traditional Research Cycle

OUR PHILOSOPHY

What MRI Digital Insights & Analytics Does

Technology Foundation

7 customer touchpoints analyzed across 25 satisfaction topics, with explicit Likert 1–5 definitions per parameter.

220%

More comprehensive than the 5–10 dimension industry standard

Built from the ground up for Indonesian market nuances, not translated or adapted from other languages. Understands local context, cultural signals, and regional behavior patterns.

MRI built Digital Insights & Analytics on a fundamental premise: today's companies and brands are not only offering products and services but also performing as consumer insights processor.

The solution enables companies to connect subjective customer experience with objective operational reality within a single, unified system. This solution revolutionizes how companies and brands understand their customers, recognizing that human experience—subjective, unstructured, and deeply contextual indicator of actual reality.

360-Degree Customer Intelligence

Our approach unifies customer intelligence across three complementary data dimensions:

Digital Behavior & Sentiment: social media conversations, search queries, online news mentions
Transactional Data: CRM systems, call-center interactions, e-commerce behavior
Physical & Location Data: CCTV/video feeds, geospatial signals, branch visit patterns

This combination delivers a complete view of customer behavior and needs, enabling deep analysis and actionable insights for strategic decision-making. Rather than relying on a single channel or data type, we capture the full picture.

Data Sources

Our Data Universe

Three integrated data dimensions for a comprehensive 360° view.

Digital Behavior &
Sentiment

Social Media

Search Engine

Online News

Google Reviews

Transactional
Relationship

CRM/Call-Center

E-Commerce

MRI Data Universe

Mobile Banking

Physical &
Location

Geospatial

CCTV/Video

Branch Locations

Movement Patterns

AI/ML Implementation

Extract Isolated Data

Extracting isolated data from multiple sources

Detect Customer Behavior

Detecting behavior, needs, intent, and potential

Classify & Quantify

Classifying and quantifying interactions

Auto-Classification

Automatic classification of open-ended comments

360° Customer View

Combining data from multiple sources delivers a holistic view of customer behavior and needs, enabling deep analysis and actionable insights for strategic decisions.

Visibility

Accuracy

Actionable

Predictive

Technology

Why our Technology is different

Four technical advantages no other platform offers.

32-Dimension Schema

220% more comprehensive than the industry standard that uses only 5–10 dimensions. One of the most complete banking schemas in the world.

7 Touch Points 25 Topics

Multiplex LLM Support

Supports 9 providers with zero vendor lock-in, cost optimization, and failover capability for maximum reliability.

~1s

Fast Tier

~4s

Accurate

~0.7s

Fastest

Indonesian Optimized

Native Bahasa Indonesia support — unique and rare among APAC fintech solutions. It understands local language nuances for accurate analysis.

Native Bahasa Indonesia

Real-Time Processing

A checkpointing system for 100% resumability, adaptive batch processing for 1,000–10,000+ rows, and smart routing for 40–60% cost reduction.

100% Resumable

Our Solutions

Two products, one platform

Digital CX Benchmarking

IDCX — Indonesia Digital Customer Experience Index

Indonesia's most comprehensive digital CX benchmark — 100+ institutions, 9 parameters, 3 building blocks. See your position objectively and know your next move.

Block 1

Customer Experience

Goal

Increase retention, advocacy, and monetization through empathy and personalization.

Parameters

Usability & Design

Ease of use & aesthetics

Engagement & Empathy

Engagement & emotional understanding

Integration & Lifestyle

Integration with lifestyle

Block 2

Trust & Integrity

Goal

Ensure digital banking services are secure, preferable, and innovative — not just a utility.

Parameters

Reputation & Trust

Reputation & public trust

Leadership & Innovation

Leadership & innovation

Societal & Environment

Social & environmental impact

Block 3

Quantitative Performance

Goal

Ensure CX can be implemented in a scalable, reliable, and sustainable way.

Parameters

Digital Scale & Reach

Digital scale & reach

Transaction Indicator

Transaction indicators

How It Works

IDCX Process Flow

Step 01

Data Collection

Collect, aggregate, and prepare customer interaction data from public digital platforms across Indonesia.

Step 02

AI Model Processing

Apply advanced NLP and ML models to process unstructured data, scoring against 9 parameters across 3 building blocks.

Step 03

Insights Extraction

Generate quantitative scores, benchmark comparisons, gap identification, and strategic recommendations.

Output & Deliverables

An end-to-end approach delivering four concrete, actionable outputs.

Quantitative Scores

9 parameters across 3 building blocks.

Benchmark Comparison

Positioning against industry benchmark.

Gap Identification

Gaps and improvement opportunities.

Strategic Recommendations

Actions that can be taken immediately.

Strategic Impact

Uniform Evaluation Standard

Uniform evaluation standard for customer experience across public digital platform interactions.

Healthy Competition Ecosystem

Benchmarking ecosystem that fosters healthy competition and continuous improvement.

Macro Trend Identification

Identification of macro trends and best practices for regulators and stakeholders.

Legitimacy & Credibility

Public legitimacy and credibility for each participating institution.

AI/NLP Analytical Framework

Data Collection → AI Model Processing → Insights Extraction

Approach

Human-Like

Who We Serve

Built exclusively for Indonesian financial institutions

270+ million people, diverse languages, and varying levels of financial literacy create challenges that generic global platforms cannot answer.

With a target of 95% digital retail transactions by 2027, real-time customer intelligence has never mattered more.

Target Research

53+

Banks

50+

Non-Bank FSI

BPR

100+

Total FSI

Institution Types

Conventional Banks Digital Banks BPD Sharia Banks BPR Non-Bank FIs

Digital Insights & Analytics

Know your customersmore deeply — evenin the age of artificial intelligence.

The gap quietlydraining your opportunities

What MRI Digital Insights & Analytics Does

Technology Foundation

360-Degree Customer Intelligence

Our Data Universe

Why our Technology is different

Two products, one platform

Suara Nasabah 365

IDCX — Indonesia Digital Customer Experience Index

IDCX Process Flow

Data Collection

AI Model Processing

Insights Extraction

Output & Deliverables

Strategic Impact

Uniform Evaluation Standard

Healthy Competition Ecosystem

Macro Trend Identification

Legitimacy & Credibility

Built exclusively for Indonesian financial institutions

Know your customers
more deeply — even
in the age of artificial intelligence.

The gap quietly
draining your opportunities