KAI President Director Shares Transformational Leadership Strategies at BSI Leadership Forum

PT Kereta Api Indonesia (Persero) continues to strengthen its commitment to delivering customer-centric services. Speaking at the Leadership Forum hosted by PT Bank Syariah Indonesia (Persero) Tbk at the BSI Tower Ballroom in Jakarta on Tuesday (21 July 2026), KAI President Director Bobby Rasyidin shared the company's transformational leadership strategy, highlighting how strategic service improvement decisions are guided by the Voice of Customer (VoC) and supported by an enhanced Customer Relationship Management (CRM) system.

Bobby explained that the needs and expectations of public transportation customers continue to evolve. To respond to these changing demands, KAI has strengthened its CRM capabilities to better understand customer preferences, behavior, and feedback through more accurate and personalized insights.

"Service improvements at KAI are driven by our customers' voices. By continuously enhancing our CRM capabilities, we not only listen to customer feedback but also analyze increasingly complex customer needs, ensuring that our operational and commercial decisions truly reflect what passengers expect," Bobby said.

Data generated through KAI's CRM and Voice of Customer platforms serves as the foundation for integrating every stage of the customer journey—from digital ticket booking and station facilities to onboard comfort and responsive customer complaint handling.

This customer-driven decision-making approach has contributed to KAI's sustained operational performance. In 2025, KAI Group served 503.5 million passengers, an 8.52 percent increase from 464 million passengers in 2024.

KAI also recorded strong operational performance in punctuality. Train departure On-Time Performance (OTP) reached 99.53 percent in 2025, surpassing the company's target of 99.45 percent, while arrival OTP reached 95.93 percent, exceeding the target of 94.20 percent. Meanwhile, the Customer Satisfaction Index (CSI) continued its positive trend, increasing from 4.50 in 2024 to 4.52 in 2025.

With operations spanning more than 31,000 employees, 11,300 rolling stock units, 590 stations, and 7,000 kilometers of active railway infrastructure, integrated customer data has become a critical foundation for enabling faster, more accurate, and well-coordinated service decisions across KAI's network.

"Going forward, KAI will continue strengthening its CRM capabilities and Voice of Customer channels to ensure every service innovation remains relevant, adaptive, and capable of delivering a safe, comfortable, and reliable travel experience for all customers," Bobby concluded.

VP Corporate Communication KAI