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Widya Utami is an experienced professional specializing in customer relationship management and customer experience, currently serving as the Head of CRM and CX at Lazada since September 2019. In this role, Widya drives customer engagement and retention through personalized communication strategies and lifecycle management programs. Prior to this position, Widya held the title of Vice President - Head of Customer Experience at Lazada Logistics, where extensive customer experience initiatives were developed and implemented. With a background at PT. XL Axiata Tbk, roles included leading customer experience management and strategic transformation projects, enhancing customer satisfaction, and optimizing interactions. Earlier career experience encompasses roles in Citi as a Senior Relationship Manager, focusing on client relationship management and financial services. Widya holds an MBA from BINUS UNIVERSITY and has studied at the University of the Ryukyus and IPB University.