Speakers

Lolitta Suffian is the Senior Vice President of Customer Experience at Bank Simpanan Nasional, with over 23 years of leadership experience across fintech, telecommunications, logistics, mobility, and banking. Her work has consistently centered on transforming customer journeys through the lens of digital empathy, ensuring that technology remains not only efficient, but deeply human. Recognized as one of the Top 50 Customer Experience Leaders to Follow in 2026 by CX Network, Lolitta is known for challenging conventional thinking around customer trust, service design, and human-centered transformation. She believes that in an age of algorithms, trust is no longer built through promises, but through repeated proof of understanding.