Learning Across Borders: Temasek Polytechnic Students Join International Sharing Session at UNAIR’s Faculty of Vocational Studies

The Faculty of Vocational Studies, Universitas Airlangga (UNAIR), successfully hosted an International Sharing Session as part of the Student Mobility 2026 program on Tuesday, 12 May 2026. The event, held at the Dayak Room, ASEEC Tower 4th Floor, welcomed 34 students from the School of Business, Temasek Polytechnic, Singapore, accompanied by two of their lecturers, Mr. Tan Hsien Wei and Mr. Benedict Fernandez.

The session was officially opened with remarks from the Vice Dean III of the Faculty of Vocational Studies, dr. Lailatul Muqmiroh, Sp.Rad., Subsp. RI (K.), followed by a welcoming speech from a representative of Temasek Polytechnic. As a gesture of goodwill, the Temasek Polytechnic delegation presented a bouquet of flowers to the hosting faculty, before both institutions exchanged souvenirs and posed for a group photo to commemorate the occasion.

Adding a festive touch to the morning, UNAIR students presented the Tari Lukat, a traditional Indonesian dance performance that drew warm applause from the Singaporean guests. In the spirit of exchange, students from Temasek Polytechnic also took the stage with their own performance, creating a lively two-way cultural celebration before the academic session began.

The highlight of the day was a lecture delivered by Phima Ruthia Dwikesumasari, Ph.D., a lecturer in Digital Marketing Management and Coordinator of Analytics, Business Intelligence, and Data Literacy at PUSAKA Satu Data, Universitas Airlangga. Her presentation, titled “Customer Experience in the Age of AI: Why Isn’t a Good Product Enough?”, explored how businesses today must go beyond offering quality products and instead focus on delivering meaningful customer experiences.

Dr. Phima highlighted the shift from a product-centered to a customer-centered business world, where social media, instant reviews, and AI-powered tools have significantly raised customer expectations. She explained that Customer Experience (CX) encompasses both functional and emotional dimensions, spanning every touchpoint in a customer’s journey, from discovering a brand to becoming a loyal advocate. The session also addressed the growing role of AI in customer service, while emphasizing that technology should complement, not replace, the human empathy that customers continue to value.

Following the lecture, participants were divided into five mixed groups, each consisting of both UNAIR and Temasek Polytechnic students, to work through a real-world case study provided by Dr. Phima. Each group was tasked with designing the best possible customer experience using AI, sparking dynamic discussions that brought together diverse perspectives from both institutions. The session concluded with group presentations, where each team shared their ideas and solutions with the room. Across all groups, a shared understanding emerged: that customer experience is central to product development, and that while AI can drive business growth, it must be guided by human empathy to be truly effective.

Dr. Phima highlighted the shift from a product-centered to a customer-centered business world, where social media, instant reviews, and AI-powered tools have significantly raised customer expectations. She explained that Customer Experience (CX) encompasses both functional and emotional dimensions, spanning every touchpoint in a customer’s journey, from discovering a brand to becoming a loyal advocate. The session also addressed the growing role of AI in customer service, while emphasizing that technology should complement, not replace, the human empathy that customers continue to value.

Following the lecture, participants were divided into five mixed groups, each consisting of both UNAIR and Temasek Polytechnic students, to work through a real-world case study provided by Dr. Phima. Each group was tasked with designing the best possible customer experience using AI, sparking dynamic discussions that brought together diverse perspectives from both institutions. The session concluded with group presentations, where each team shared their ideas and solutions with the room. Across all groups, a shared understanding emerged: that customer experience is central to product development, and that while AI can drive business growth, it must be guided by human empathy to be truly effective.

The closing segment of the formal session was filled with reflections and appreciation from both sides. UNAIR students felt truly touched when their Singaporean counterparts presented souvenirs brought all the way from Singapore, including keychains and local snacks, as a heartfelt gesture of gratitude and goodwill.

After a shared lunch, the Temasek Polytechnic students were invited for a campus tour to the Amphitheater area of UNAIR’s Campus B, where they gathered around the iconic Garuda Mukti statue for a final group photo. It was a fitting close to a day filled with learning, connection, and mutual appreciation.

This International Sharing Session reflects the Faculty of Vocational Studies’ commitment to building meaningful global academic partnerships and providing students with real opportunities to engage with peers from around the world. Through initiatives like this, UNAIR continues to strengthen its role as an internationally connected institution, preparing the next generation of business leaders to thrive in a global environment.

Author: Nadya Tikasari Putri, Izzatul Aqilah