Experience Management (XM) company Qualtrics’ outstanding financial results for the fourth quarter and fiscal year ended December 31, 2022 reflected the firm’s unequivocal presence in the XM space. The leader in the experience management category delivered the full year 2022 total revenue of $1,458.6M (up 36% year over year) and a Q4 total revenue of $389.1M (up 23% year over year). 

Commenting on the SAP-owned company’s stellar performance, Qualtrics CEO Zig Serafin said:

“Qualtrics delivered solid results in Q4, capping off a very strong year of growth and significant operating margin expansion. Qualtrics continues to be critical to helping companies build deeper relationships with their employees and customers to increase revenue and operate more efficiently in a challenging market.” 

Amidst SAP’s latest announcement that it is exploring a sale of its stake in Qualtrics, the XM software continues to grow its market footprint in the Asia Pacific Region with hundreds of organizations adopting the XM platform by end of last year.

“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 customer and employee decisions with empathy, speed, and scale,” stated Qualtrics’ Managing Director for Asia Pacific and Japan Brigid Archibald.

“Experience management is a fundamental component of the operating rhythm at thousands of organizations across the 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,” Archibald added.

Asian Enterprises Embracing Qualtrics XM

Qualtrics launched several initiatives to support its APJ customers, including making Qualtrics XMOS (XM Operating System) available through local AWS Cloud Infrastructures in Australia, Singapore, and Japan and opening of new headquarters in Tokyo, Greater China, and a second office in Japan located in Osaka. In addition, aside from strengthening the Qualtrics Partner Network, SAP and the Singapore Economic Development Board co-launched the Center for Experience Management in alliance with the Institute of Human Resource Professionals.

In 2022, Qualtrics scaled its operations as well as the experience management ecosystem in Asia Pacific and Japan to support its customers’ experience transformation journey, including intersecting digital and human pain points. 

Here are some of the Asian enterprises that have chosen Qualtrics to be their transformation partner in the second half of 2022:

• Qantas, Australia’s flag carrier, has partnered with Qualtrics in a bid to meet its ongoing commitment to providing a safe and inclusive corporate culture to its 22,000 employees. As part of the expanded multi-year, multi-product EX program, Qualtrics will provide the country’s largest airline with a bespoke 360-degree feedback tool focused on enhancing its leadership programs.

• Wipro, a global strategic SAP partner, has chosen Qualtrics EmployeeXM for the solution’s expert-designed EX methodologies and pre-built workflows and templates to enable the consulting firm to have a comprehensive view of employee experiences and sentiments. Leveraging EX data, Wipro’s leaders will be in a better position to make data-informed decisions and actions in line with the company’s goal of achieving a culture of connectedness and belonging among its workforce in a hybrid environment.

• Endeavor Group, Australia’s largest retail drinks network and portfolio of licensed hotels, is expanding the capabilities of its existing EmployeeXM platform. The new functionalities added to the solution are intended to enhance managers’ effectiveness and new employees’ onboarding as well as drive a more inclusive and safe workplace.

• Domino’s Pizza Enterprises Ltd (DPE) selected Qualtrics’ BrandXM to delve into the Australian market’s take on the company as well as to help DPE track brand health, monitor awareness against competitors, and review marketing and campaign effectiveness. Harnessing in-depth insights from the platform, the enterprise will be able to take targeted actions to help increase market share in the country as well as assess its plans such as doubling its store footprint over the next ten years and becoming a sustainable food company.

• Freedom Furniture, an Australian lifestyle retailer, is scaling its XM program leveraging Qualtrics CustomerXM to enhance profitability, increase product inventories, and deliver integrated digital customer experiences. 

• Telkomsel, another Asian enterprise in the telco space from Indonesia, selected Qualtrics DesignXM for regular consumer research critical for identifying products, support, and subscription plans that customers need. The company understands that implementing customer-centric innovations is essential to creating a sustainable and inclusive digital ecosystem.

The post Asian Enterprises Embark on Experience Transformation Journey with Qualtrics appeared first on InsideSAP Asia.

In September 2020, homegrown life insurance company Singapore Life Pte Ltd (“Singlife”) and UK-based insurer Aviva plc entered a $3.2 billion merger transaction– the largest insurance deal in Singapore and one of the largest in the Southeast Asia– to create a leading financial services company in the city-state. Having a shared focus in delivering customer-centric initiatives, the newly combined business Aviva Singlife has brought together Avida Singapore’s excellence and industry experience and Singlife’s technology-focused capabilities.

Now a leading financial services firm in Southeast Asia, Aviva Singlife carries on with the company’s commitment to delivering enhanced customer experience alongside its more comprehensive portfolio of solutions. The insurer has tapped Qualtrics, the leader and creator of the Experience Management (XM) category, to support Aviva Singlife’s customer experience transformation journey leveraging the Qualtrics CustomerXM platform.

Sharing about the latest company technology investment, Lara Truelove, Aviva Singlife’s Head of Customer Experience, said:

“We are committed to providing our customers with a superior experience, based on innovation and trust. Qualtrics will help us achieve this, equipping us with intelligent capabilities to continually develop and deliver products, services, and support, aligned to our customers’ changing needs. Importantly, the rich insights will also help us remove the complexity and confusion often associated with insurance, empowering our customers to make confident decisions.”

Enhancing the Customer Journey with Qualtrics Customer Experience Software

Harnessing Qualtrics CustomerXM, Aviva Singlife intends to deliver premium financial services products and assistance tailor-fit to customer’s needs. Aside from standardising customer experience, the insurance company is also creating a modern, uninterrupted listening platform with the latest CX innovation.

According to Qualtrics research, a great customer experience directly affects the success of financial services and insurance companies. Specifically, the critical factors that help build brand loyalty and company trust are high-quality mobile app, website, and products as well as reliable customer service.

Mao Gen Foo, Head of Southeast Asia, Qualtrics, explained:

“Despite relatively high levels of satisfaction with financial service providers across Southeast Asia, Qualtrics research shows consumers are willing to switch for better experiences elsewhere. By standardising and taking full control of its customer experience with Qualtrics, Aviva Singlife will be able to get to know and service customers better at every touchpoint. This is a significant ability, helping the company create a world-class customer experience helping it attract and retain customers in the financial services industry.”

Under the Qualtrics partnership, Aviva Singlife will be able to:

• Make consistent, targeted improvements to the customer journey
• Utilise several different engagements and channels when engaging with its 1.5 million customers
• Resolve customer issues faster leveraging intelligent, automated workflows
• Take advantage of Qualtrics’ recently opened data centre in Singapore for in-depth analysis of customer and employee experience to further the company’s growth.

In addition, Aviva Singlife has also collaborated with Qualtrics Research Services for a large market research study to help the insurer to keep abreast of the evolving consumer and industry needs. The data gathered from the research has provided the entire organisation with actionable customer intelligence to enable them to make informed decisions when innovating products or giving advice and drive key organisational outcomes.

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