Central Retail, a leading multi-format and multi-category retailing platform in Thailand, has been recently recognized by German tech giant SAP and Experience Management (XM) company Qualtrics for demonstrating customer experience (CX) leadership and capabilities leveraging retail technology. The Excellence in Next Generation Customer Experience Award was given to the retailing company for creating a next-generation CX program powered by Qualtrics CustomerXM, a world-leading, agile platform for customer experience improvement.

“With the new CX program from Qualtrics, Central Retail is best positioned to do so impactfully and sustainably, which helps the company get the insight and information they need to steer its business through changing and challenging times,” said Atul Tuli, Managing Director, SAP Indochina.

“Recognitions like the Next Generation Customer Experience Award are a testament to the relevance and value of Central Retail to customers as they are accelerating the development of next-gen omnichannel platform into a full-scale retail tech company.”

Commending his team for the outstanding recognition, Rasel Ahmed, VP, Group Head of CXM, Research and Insights, stressed:

“This award confirms that we, the team is having a transformative impact on the CXM space. We’re happy to have modern tools like Qualtrics in place to quickly adapt, scale, and respond to change. Ultimately rich customer journeys need to be based on a single source of connected truth.We’re focusing on the end-to-end experience because every interaction is an opportunity for us to provide value and create a competitive advantage.”

Next-Gen CX powered by Qualtrics CustomerXM

Central Retail CX transformation journey kickstarted in the last quarter of 2022 as a response to the evolving shopping patterns since the pandemic. The Thai company partnered with Qualtrics to create a next-gen omnichannel platform that would offer convenience and safety to customers. 

Leveraging Qualtrics CustomerXM, Central Retail rolled out an extensive customer experience program that captures customer feedback across multiple channels-including digital, contact center, and in-store- throughout the customer journey. Real-time insights accessible to the customer-facing team allow them to quickly resolve key issues and improve the overall buying experience.

Since implementation, Central Retail’s next-gen CX program has witnessed the following:

• Significant uplift in NPS scores – some brands triple their scores 
• Improvement in customer usage and retention year-on-year Automated workflows improved resolution times
• Central Retail Group’s omnichannel platform now represents 18% of the Group’s total sales

“At Central Retail, we are determined to be the best in everything we do for our customers, and over the last five years are proud to have built one of Thailand’s best omnichannel platforms,” said David Llamas, Chief Digital Officer, Central Retail Corporation Public Company Limited, or CRC. “To truly address the needs of our customers, it’s critical we can continually understand how they are thinking and feeling and take rapid, meaningful action on that feedback. We have seen a significant uplift in our core CX scores since the beginning of 2022, and as we continue on our journey to become Asia’s #1 retailer are proud to receive this recognition from our trusted and valued partners at SAP and Qualtrics.”

The CX leadership of CX Retail has been reflected in the company’s “10 billion baht investment in five digital strategies focused on supporting the Group’s ‘CRC Retailligence’ strategy.”

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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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PLDT Global Corporation (PGC), the international arm of Philippines’ leading telco and digital services provider PLDT, has partnered with Qualtrics, the world’s No.1 Experience Management (XM) platform and creator of the XM category to enhance the company’s capabilities in delivering enhanced customer experience and services to its 25 million customers worldwide.

PGC will be leveraging Qualtrics CustomerXM to standardise its Customer Experience (CX) program, addressing and understanding the distinctive needs of its clients in over 100 countries across Asia, Europe, and the Americas. Through one scalable, sustainable platform, PGC will be able to drive action throughout the organisation based on real-time customer experience data as well as automate workflows to resolve or escalate any issues.

Explaining the rationale in selecting the Qualtrics CustomerXM platform, Lea Garcia, Vice President for Experience at PGC, said:

“Our global customer base has diverse needs, which is why the capabilities provided by Qualtrics are central to PGC’s commitment to bring innovative, world-class services to our individual and enterprise customers all over the world.”

“We will be able to listen closely to the needs of our customers and rapidly respond, which will ensure PLDT Global continually brings to market the products and services our customers want and deserve,” Garcia added.

A Global Customer Experience Improvement Program

PGC has built its strong international presence by providing meaningful connectivity and data solutions to a growing network of partners for over two decades now.

The company continues to expand its presence in the Asia Pacific region as exemplified by the recent partnership with Chief Telecom, the leading brand of VPN service provider in Greater China and the operator of the largest Internet exchange center in Taiwan. Together, PGC and Chief Telecom will provide enterprise customers a one-stop-shop offering connectivity services across borders, for fast service delivery and competitive offerings via cloud connection, enhanced business continuity services, and security. 

PGC has also recently forged strategic partnerships with Hong Kong’s SmarTone and Japan’s SoftBank Corp.

These alliances, including the one with Qualtrics, reflect PGC’s brand of customer service– providing high-quality communications infrastructure and innovative platforms to its global network of carriers, enterprise customers, and distribution partners. 

The strategic partnership with Qualtrics brings value to its global customers and furthers PGC’s capabilities in delivering an enhanced customer experience. The Qualtrics CustomerXM empowers PGC to achieve deeper customer insights by integrating experience data from Qualtrics and operational data from the CRM platform. In a single platform, the company will be able to capture, analyse, and take appropriate action on experience data, and ultimately, enhance the customer experience.

Qualtrics Head of Southeast Asia Mao Gen Foo stated:

“Being able to listen, understand, and rapidly act on the changing needs of your customers is a key competitive advantage. By standardizing its CX program with Qualtrics, PLDT Global is well placed to unlock critical insights enabling the company to continually design and improve customer experiences that drive business outcomes.” 

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