PNM Strengthens Customer Experience Strategy for 2026

Commitment to Customer-Centric Services

PT Permodalan Nasional Madani (PNM) has reaffirmed its commitment to enhancing customer experience as the cornerstone of its business strategy for 2026. This commitment represents a continuation of PNM's journey to not only provide financial access but to build meaningful, empathetic relationships with its customers. The company's strength lies in its human touch, empathy, and dedication to serving the pre-prosperous community.

Building Long-Term Customer Relationships

PNM views customer experience as a long-term journey that requires consistent presence and relevant assistance. This approach aligns with their empowerment initiatives that have reached tens of millions of women, providing not just financial access but also building confidence, independence, and entrepreneurial spirit among their customers. The company's Secretary, L. Dodot Patria Ary, emphasized that the quality of customer experience at every touchpoint will be a key focus area in 2026.

Enhancing Human Capabilities and Service Integration

To achieve this vision, PNM is strengthening its human resource capabilities, particularly its frontline Account Officers who are crucial in delivering meaningful customer experiences. The integration of premium service and empowerment programs is seen as PNM's key differentiator, aiming to provide tangible value to customers beyond just financial services. This includes various learning and growth opportunities through structured empowerment programs.

Alignment with National Development Mission

PNM's customer experience strategy is also aligned with the national development mission, focusing on sustainable social impact. By building on values of empathy, integrity, and commitment to the community, PNM aims to create services that are increasingly relevant and impactful in the coming years.