Putri Esthi Palupi is a Customer & Patient Experience leader with over a decade of experience in healthcare and hospitality industries, specializing in customer engagement, service transformation, and experience excellence. She currently serves as Senior Manager of Service Excellence & Change Management at PT Pertamina Bina Medika IHC, where she leads enterprise-wide initiatives focused on customer-centric culture, service innovation, and organizational transformation. Throughout her career, Putri has led customer journey optimization, complaint management transformation, contact center operations, and data-driven engagement strategies across major healthcare organizations including PT DKT Indonesia, Bundamedik Healthcare System, and Siloam Hospitals Group. Her work has contributed to significant improvements in customer satisfaction, retention, loyalty, and service recovery outcomes. With hands-on experience in building meaningful customer interactions across both digital and human touchpoints, Putri brings practical insights into how conversational engagement, personalization, and service excellence are reshaping customer expectations and long-term loyalty in today’s experience-driven landscape. Prior to healthcare, Putri also built her foundation in international hospitality brands including Pullman, Swissôtel, Mercure, and Hotel Mulia Senayan Jakarta, strengthening her expertise in premium customer experience and relationship management.