The creator of the experience management category, Qualtrics, announced hundreds of leading organisations across Asia Pacific and Japan, including Qantas, Wipro, and Domino’s Pizza Enterprises, selected its experience management solutions in the second half of 2022 to help them find and keep customers, attract, retain, and develop talent, and improve operational efficiencies by building deeper relationships with their customers and employees.
Which businesses chose Qualtrics?
Qantas
In the second half of 2022, leading organisations across Asia selected and expanded their investments in Qualtrics. Australia’s largest airline Qantas expanded the company’s multi-year, multi-product partnership with Qualtrics to support the company in its ongoing commitment to help 22,000 employees to be and do their best in a safe and inclusive culture.
Within the company’s existing EX program, Qantas will use a tailored 360-degree feedback tool designed by Qualtrics’ EX experts to help develop its leadership programs focused on equipping senior managers with the skills and knowledge to lead high-performing teams.
Wipro
Wipro, a leading technology services and consulting company with over 250,000 employees across 66 countries, selected Qualtrics EmployeeXM™ in Q4 to help drive a culture of connectedness and belonging among its workforce in a hybrid environment.
The expert-designed EX methodologies and pre-built workflows and templates from Qualtrics will allow Wipro to build a complete view of employee experiences, enabling its leaders to take swift, targeted action, creating a workplace where each employee feels included.
Domino’s Pizza Enterprises
Domino’s Pizza Enterprises Ltd (DPE) selected Qualtrics to understand the Company’s brand awareness in Australia and take rapid, targeted actions helping increase market share.
BrandXM™ will allow Domino’s Pizza Enterprises to track brand health, monitor awareness against competitors, and review marketing and campaign effectiveness, with the insights and capabilities provided helping the restaurant chain on its journey to double its store footprint over the decade ahead, deliver value for customers, franchisees, and shareholders, and become the most efficient, sustainable food delivery business on the planet.
Endeavour Group
Australia’s retail drinks portfolio of licensed hotels Endeavour Group added new functionalities to its EmployeeXM platform to help build manager effectiveness, improve the onboarding experience, and provide a positive, safe, and inclusive workplace for its 30,000 employees.
Endeavour will capture regular feedback throughout the employee lifecycle to understand what moments are having the biggest impact on employee experience, and what meaningful actions can be taken to improve the experiences for employees and customers.
Freedom Furniture
Freedom Furniture, one of Australia’s leading lifestyle retailers, increased its investment in Qualtrics CustomerXM™ to help them increase profitability and product range, and creating more integrated digital customer experiences in the competitive category. Having seen value in initial investments in Qualtrics, the retailer is scaling its programs to better understand what clients want. The insights will guide product inventories and marketing strategies.
Telkomsel
Recognizing the important role customer-centric innovations have to play in building a sustainable and inclusive digital ecosystem, Telkomsel, one of Indonesia’s largest telecoms, selected Qualtrics to help drive and accelerate adoption of new digital services.
Telkomsel will use Qualtrics DesignXM™ to undertake regular consumer research, equipping the organisation with valuable insights to help bring to market products, support, and subscription plans that are aligned to customers’ needs and expectations.
Why has Qualtrics scaled operations in APAC and Japan?
As organisations across Asia Pacific (APAC) and Japan respond to the current macroeconomic environment, alongside continued discussions regarding ways of working, customer and employee experience is directly impacting business outcomes.
Recent Qualtrics XM Institute research revealed businesses in the region are risking up to 17% of their annual revenue due to poor customer experience. Similarly, the Qualtrics 2023 Employee Experience Trends Report showed only 38% of workers say their expectations at work are being met, which is negatively impacting key employee experience metrics.
To help Qualtrics’ growing customers in Asia Pacific and Japan quickly identify and resolve points of friction across all digital and human touchpoints, the company has continued to scale its local operations and the experience management ecosystem over the past year.
Commenting on the partnership, Brigid Archibald, Managing Director for APAC and Japan, Qualtrics, said, “At a time when leaders are facing increasing pressure to protect their revenues, increase efficiencies, and improve operations, they are choosing Qualtrics to help them make mission-critical client and employee decisions with empathy, speed, and scale.”
“Experience management is a fundamental component of the operating rhythm at thousands of organisations across Asia Pacific and Japan. In today’s challenging markets, we are more committed than ever to help our customers realize even greater value from their investments with our purpose built solutions, expert team, and growing ecosystem of partners equipping them with the capabilities, insights, expertise, and support they need.”
The Qualtrics XMOS™ is now available through local AWS Cloud Infrastructures in Australia, Singapore, and Japan – with the latter going live in 2022 – to help customers comply with relevant industry regulations and security requirements. The company opened new headquarters in Tokyo and Greater China, and a second Japanese office located in Osaka.
To advance experience management capabilities in APAC and Japan, Qualtrics launched the Center for Experience Management – in partnership with SAP and the Singapore Economic Development Board – partnered with the Institute of Human Resource Professionals, and strengthened strategic relationships in the growing local Qualtrics Partner Network.
