The COVID-19 pandemic has introduced new ways of working and has forced organisations to focus on customer and employee’s pulse like never before to ensure they remain physically, mentally, and socially healthy to contribute to the survival and success of the company. Even during these times of disruptions, governments and businesses have embarked on experience transformation journeys leveraging intelligent technologies to support workplace flexibility, productivity, and agility.

A recent report by Qualtrics XM Institute involving over 4,000 global employees revealed that employee expectations and needs have evolved during the pandemic. Amidst the newness of remote and hybrid working to many, 53{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} said long-term remote work policy is one strong factor that would make them stay in their company. The majority (51{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22}) said their productivity has improved while working remotely– attributed to having flexible schedules, personal space, and zero time spent for commuting, among others. Remarkably, 53{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} of the respondents appreciated their organisation’s purpose more since the pandemic and they are twice as likely to say they have improved their well-being despite these trying times.

In Japan, Qualtrics, the leader and creator of the Experience Management (XM) category, has witnessed the increasing demand for XM solutions to support organisations’ playbooks in strengthening both internal and external relationships. To support the Japanese enterprises and governments’ drive for enhanced experiences not only for customers and employees but also for their brands and products, the SAP-owned company will soon launch a new data center in the country.

Addressing the Increasing Demand for Qualtrics XM Platform

Satoru Kumashiro, Country Manager for Qualtrics in Japan, explained that the pandemic has further accelerated the experience transformation strategy of enterprises and governments worldwide, including in Japan, requiring more stringent data security measures. Globally, over 750 government departments and agencies rely on Qualtrics’ best-in-class XM solutions.

Sharing about Qualtrics massive investment and scaling of operations in Japan, Kumashiro said:

“The opening of a data center in Japan is part of our efforts to meet the increasing demands of our customers by expanding our support, expertise, and capabilities. Organisations across all industries, including those with strict data handling requirements, such as government and financial services will be able to benefit from our industry-leading Experience Management Platform. We will continue our efforts to obtain ISMAP certification so that even more customers in Japan can use Qualtrics solutions with confidence.”

Qualtrics have been helping organisations in Japan retain and win new customers as well as improve employee talent management. With the new data center, the XM company further deepens its support to Japanese businesses and governments by helping them comply with data sovereignty and security requirements while leveraging the Qualtrics XM Platform. The Qualtrics data center, which will start operations in 2022, will be the pioneer data center in Japan that is highly focussed on experience management technologies.

Brigid Archibald, Managing Director for Qualtrics in the Asia Pacific and Japan, highlighted that the company has a 10-year advantage in the XM category during this time when organisations recognise experience data as the most valuable data. She added:

“Our continued and growing investment in Japan demonstrates our long-standing commitment to build and lead the XM category in the country, ensuring our customers – including Okinawa City Council, Daikin, and Higo Bank – lead the way and succeed in this age of experience transformation,”

Part of Qualtrics’ business expansion plans in APJ is moving the Japanese headquarters to Tokyo and opening an office in Kansai to support regional customers. Earlier this year, Qualtrics has also forged a strategic partnership with IBM Japan to further expand the capabilities of the Qualtrics XM Platform.

The post New Data Center in Japan to Back Qualtrics XM Platform Demand appeared first on InsideSAP Asia.

Qualtrics sealed a new partnership with a global leader in cloud customer experience and contact center solutions Genesys to revolutionise the customer journey by integrating engagement data with experience data. The alliance aims to deliver world-class customer service experiences at scale by connecting Qualtrics CustomerXM for Customer Care with Genesys PureCloud, a unified, all-in-one customer engagement, and employee-management software solution.

Sharing about the relevance of the solution in today’s changing customer behaviors, Tony Bates, CEO of Genesys, said:

“Digital transformation has changed the way consumers expect to engage businesses and they’re using the channels that offer the fastest path to what they want or need, and they expect total service. Successful companies are delivering personalized experiences with empathy at their core. With Qualtrics and Genesys, businesses can now orchestrate an empathetic customer service experience starting in marketing and spanning to sales and service interactions.”

The pandemic has changed the consumer landscape dramatically, forcing organisations to accelerate digital transformation efforts. In a recent study by Qualtrics XM Institute, over 75{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} of nearly 18,000 global consumers started new digital activities over the past year, which includes buying groceries, taking online courses, and availing of virtual medical consultations. 

In addressing the challenges related to limited face-to-face customer interaction, enterprises rely on intelligent technologies such as AI-powered chatbots and self-service resources to ensure they continue to deliver seamless customer service. Having visibility on customer’s experience data and acting on it enables enterprises to increase customer loyalty, decrease churn, and deliver truly personalised experiences at scale.

Zig Serafin, CEO of Qualtrics, said:

“As companies undergo a massive experience transformation, they need to understand the hearts and minds of their customers more than ever to deliver experiences that drive loyalty. The combination of real-time customer sentiment from Qualtrics with individual service history from Genesys helps companies take action to deliver incredible customer experiences at scale.”

Qualtrics and Genesys PureCloud Integration

The strategic partnership between Qualtrics and Genesys merges the two companies’ expertise in experience management and worldwide customer reach. Qualtrics, the world’s leading Experience Management (XM) provider and creator of the XM category, has tapped over 13,500 organisations around the world leveraging the Qualtrics XM Platform. 

Genesys pioneered Experience as a Service, harnessing the power of the cloud and AI, to help organisations of any size provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. Headquartered in California, the company’s global footprint spans North America, Latin America, EMEA, the UK, and the Asia Pacific.

Together, Qualtrics and Genesys’ integrated solution offers organisations the competitive edge to predict, understand, and act on customer issues to improve the support experience and keep consumers engaged in this always-on digital economy. With customised, role-based dashboards and automated action workflows, users can share insights effortlessly across the organisation.

Here are the capabilities of the solution:

• Deploy dynamic surveys based on 20+ attributes such as contact frequency, geolocation, and customer segments
• Automate alerts and actions based on defined thresholds for metrics such as CSAT, Customer Effort Score, or NPS
• Create new tickets based on actions triggered from customer feedback and assign owners
• Improve response rates by automatically surfacing survey problems like broken question logic, mobile compatibility, legal compliance issues, and even potential bias in survey question wording
• Connect systems with no coding required. This out-of-the-box solution only requires configuration and authentication

The Qualtrics and Genesys solution is available to customers on both the Qualtrics Marketplace and Genesys AppFoundry. 

The post Qualtrics Integrates with Genesys PureCloud to Deliver World-Class CX appeared first on InsideSAP Asia.

Qualtrics XM Institute is lead by Bruce Temkin, considered as one of the earliest customer experience visionaries who has been on the XM journey for over 20 years. Temkin founded the Temkin Group in 2010, which was acquired by Qualtrics in October 2018 and resulted in the conception of XM Institute. He explains how the new platform aims to become the world’s premier center of excellence for all things experience management,

“This new center brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM professionals. The Institute will create industry benchmarks, drive groundbreaking thought leadership, and guide ongoing program optimization for customers.”

Creating Experience Management Solutions

Qualtrics XM Institute provides original and high-quality research on experience management topics and trends as well as industry benchmarks delivered through the Experience Matters blog, XM Journal, and on the XM Institute website. Here, XM professionals get access to guidance and resources to help them create and deliver experience management solutions across the four core experiences of XM: customer, employee, product and brand.

Members also get the opportunity to join XM Professionals Network (XMPN), a community of practitioners and leaders to learn best practices, connect with peers around the world, and advance their XM career and program. XMPN is open to all professionals around the globe who are responsible for the experience management program within their organizations. The community holds regular online forums, monthly roundtables, expert Q&A sessions, and local chapter meetups. These events will be facilitated by an extensive team of subject matter experts who will assist organizations with program design, implementation, and optimization.

Empowering XM Professionals through Training and Certification

Qualtrics XM Institute will also be offering online and in-person XM training to members to help their organizations optimize and iterate on their experience management programs. Beginning July 2020, the XM Foundations online training curriculum will be open for XM professionals. The curriculum combines essential XM content with activities specifically designed to help participants reflect on existing efforts, apply key learnings, and create plans for driving action.

In addition, Qualtrics will launch the XM Professional Certification (XMP) by fall 2020. The premier certification will be open to professionals who possess practical, real-world experience of managing one or more core experiences (customer, employee, product, or brand) of business. Successful applicants will have job responsibilities that include execution or management of activities in each of the six XM competencies:

• Leading a transformation effort to architect and sustain an experience management program.
• Tracking and ensuring XM efforts achieve well-defined business objectives.
• Activating an organization for change by equipping people with the skills, support, and motivation to achieve desired results.
• Collecting, analyzing, and distributing actionable insights across the organization.
• Establishing mechanisms for an organization to prioritize and drive improvements based on insights.
• Identifying and creating experiences that differentiate an organization.

The post XM Institute, Go-to Resource for Customer Experience Management Solutions appeared first on InsideSAP Asia.