Pos Malaysia Berhad, the national postal delivery service of Malaysia, has embarked on a customer experience transformation journey in partnership with Qualtrics, a leading experience management company, and Kantar, a global data, insights, and consulting firm. The innovation partnership is centred on enhancing the customer experience and driving operational efficiencies across the organisation by creating a single system that will encompass the company’s entire customer experience program.

Commenting on the postal service provider’s digital transformation strategy, Sumesh Rahavendra, Group Chief Transformation & Digital Officer, Pos Malaysia, said:

“As part of our digital roadmap, we are committed to completely redesigning our customer journey. Supported by Qualtrics and Kantar, Pos Malaysia will be able to differentiate our services through a superior and responsive customer experience.’

Qualtrics has been deepening its presence in Southeast Asia with the launch of the first Centre for XM Innovation in Asia based in Singapore. The Centre is focussed on advancing the customer and employee experience management capabilities of enterprises in Singapore and across the region.

Advancing the Customer Experience Program

The recent research conducted by the Qualtrics Experience Management (XM) Institute, “2021 Global Consumer Trends”, revealed that the pandemic has sparked the need for companies to rewrite their playbooks to cover the evolving needs of customers that drive brand loyalty. According to the study, organisations need to invest in improving customer service quality and be equipped to meet their customers online, in-person, and hybrid as 75{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} of consumers have gone digital. Most importantly, the research stated that customer satisfaction is directly correlated to trust and advocacy, especially for organisations in critical industries such as education systems, health institutions, and government agencies.

Mao Gen Foo, Head of Southeast Asia, Qualtrics, shared that in Malaysia, poor customer experiences are costing enterprises up to USD 35 billion annually, which is a strong indication that organisations need to prioritise better understanding of consumers’ evolving needs. He stressed:

“The digital transformation underway across Southeast Asia is an opportunity for businesses and governments across the region to cultivate greater trust, loyalty, and satisfaction among their customers and employees. In these new environments, organisations like Pos Malaysia are well placed to succeed by regularly tapping into in-depth insights that help them deliver personalized, and seamless customer experiences at scale.”

Pos Malaysia is pioneering a unified brand and customer experience program in collaboration with Qualtrics and Kantar to ensure that the organisation continuously improves on delivering customer experiences based on data. The single system allows Pos Malaysia to take necessary and timely action on current and emerging issues. In addition, leveraging Qualtrics CustomerXM’s capability to rapidly segment data, the Malaysian company delves into customer data not only by geography and demographic but also according to the channel and type of engagement. 

Nithi Kumar, Regional Head of Experience, Kantar APAC & India, said that the company’s experiences and best practices from Post Office UK, Australian Post as well other service and retail brands will be shared with Pos Malaysia to support their CX journey to becoming a truly customer-focussed organisation.

“Pos Malaysia is one of the oldest and most beloved brands for many and we are committed to growing the brand love through a systematic and impactful VOC & Brand program. We are excited to turn these insights into impactful business decisions to enable Pos Malaysia to prioritize and plan better in the new world,” he expressed.

The post Pos Malaysia Taps Qualtrics, Kantar for Modern Customer Experience Program appeared first on InsideSAP Asia.

The rapid global digitalisation and access to the Internet and mobile technology have resulted in the exponential growth of digital buyers, making e-commerce an indispensable part of many industries, especially the retail sector. With COVID-19 restricting the movement of people and goods, online shopping has been one of the most popular online activities worldwide.

In a report by London-based research, consulting, and events company GlobalData, Singapore is one of the fastest-growing e-commerce markets in South East Asia estimated to reach S$9.5bn (US$9.5bn) in 2020 and registered a compound annual growth rate (CAGR) of 15.4{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} between 2015 and 2019 to reach S$8.3bn (US$6.2bn) in 2019.

Singapore Post Limited (SingPost), has experienced a surge of e-commerce transactions during the COVID-19 outbreak last year, recording a 40{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} year-on-year surge in e-commerce deliveries. As Singapore’s national postal service provider and pioneer of international e-commerce logistics, SingPost aims to better understand consumer preferences and changing behaviours to continue to deliver enhanced customer experience even beyond the pandemic.

Leveraging Qualtrics’ Customer Experience Management Software 

SingPost selected Qualtrics, the world’s No. 1 Experience Management (XM) platform, to get the pulse of the customer and enable the company to act on the increasing demand on fast, resilient, and reliable delivery systems. In partnership with Kantar, a Qualtrics Partner Network member and a leading data, insights, and consulting company, SingPost will deploy the Qualtrics solution to create a scalable listening platform.

Mao Gen Foo, Head of Southeast Asia at Qualtrics shared:

“After 12 months of unprecedented disruption and change, in Singapore and across the globe we are seeing a new type of customer appear with different behaviours, preferences, and attitudes. This change is happening at a time when businesses and governments succeed or fail based on the experiences they provide, meaning the ability to rapidly listen, understand, and act on customer feedback is key.”

“The capabilities and support provided by Qualtrics will help SingPost build and cultivate the experience-centric business needed to succeed in fast-moving markets,” he added.

The Qualtrics CustomerXM platform will enable the e-commerce logistics company to gain visibility across the entire customer journey by gathering feedback online, in-branch, and at delivery operations. By having access to real-time, actionable insights on the evolving customer behaviours and preferences, SingPost will be able to redesign and enhance the customer experience based on current needs and expectations. 

Furthermore, SingPost can leverage the platform’s deep analytic capabilities to evaluate the qualitative and quantitative feedback in real-time as well as segment data per customer type and channel in driving specific improvements.

The Ultimate Listening Platform

Qualtrics offers world-class CX products built for business impact for every stage of the customer journey, including digital, customer care, in-location, and account management.

The Qualtrics Experience Management Platform ultimate listening engine provides the most comprehensive suite of listening tools to deliver experience data from any channel. Through the XM platform, organisations can identify experience gaps and receive automatic recommendations to resolve issues.

Here are some of the key features of the XM platform that can help organisations listen across every channel:

• Video and emotion analytics
• Voice calls in customer care centers via Qualtrics iQ 
• Conversations from SMS and chat applications like Whatsapp, Facebook Messenger, and Twitter DMs
• Website and App feedback
• Team collaboration tools like Microsoft Teams and Slack
• In-moment feedback through Device/IoT engagement

The post SingPost to Deploy Qualtrics’ Customer Experience Management Software appeared first on InsideSAP Asia.