Experience Management company Qualtrics has announced that the Qualtrics XM/OS will now be available in Japan powered by the cloud infrastructure of AWS, which recently received the Leader rank in the 2021 Gartner Magic Quadrant for Cloud Infrastructure and Platform Services. The collaborative partnership with AWS complements the SAP-owned company’s deepening presence and investment in the country– such as the opening of the new Qualtrics Japan headquarters in Tokyo– to allow Japanese companies with easier access to XM solutions.

Explaining the experience management specialist’s business in the country, Satoru Kumashiro, Country Manager for Qualtrics in Japan, said:

“Japan is a key market for Qualtrics globally, and these latest developments reinforce our long-term commitment to the country, expanding the services, support, and expertise offered. In these uncertain times, experience management is more important than ever and Qualtrics gives Japanese organisations the ultimate advantage by helping them build deeper, personal relationships at scale to drive meaningful business outcomes.”

XM Solutions Powered by AWS Cloud Hosting Services 

AWS Cloud is dubbed as one of the most secure, reliable, and extensive Global Cloud infrastructure that offers more than 200 fully-featured services from data centers worldwide. AWS Global Infrastructure caters to 245 countries and territories and supports thousands of customers and partners globally. 

Qualtrics is one of the companies that have selected AWS as its public cloud infrastructure provider of choice and has been an active member of the Amazon Partner Network (APN), enabling the two multinationals to collaborate to support their mutual customers’ transformation journey leveraging Qualtrics XM solutions. In Japan, the most recent demonstration of the Qualtrics-AWS innovation alliance is the availability of Qualtrics XM/OS platform via the data center in the AWS Asia Pacific (Tokyo) region, an addition to the company’s existing offerings in the regions of North America, Europe, and the Asia Pacific. 

This latest Qualtrics initiative brings unparalleled support to Japanese customers planning or currently embarking on an experience transformation journey. Leveraging the AWS Cloud to deliver the Qualtrics XM/OS means businesses can avail of the XM company’s solutions in compliance with relevant industry regulations and security benchmarks in Japan. This essentially empowers local enterprises with enhanced, real-time visibility of customers’ and employees’ insights to make informed decisions accordingly to drive performance and resiliency.

Reinforcing Qualtrics’ Capabilities in Japan

The cloud alliance with AWS is just one of the initiatives of Qualtrics to reinforce its commitment to improving its capabilities in the country. Qualtrics had earlier announced that it is supporting the Japanese enterprises and governments’ drive for enhanced experiences through the launch of a new data center in the country along with moving the Japanese headquarters to Tokyo and opening an office in Kansai to support regional customers. 

Today, the new headquarters in Japan located in front of Tokyo Station sprawls about 19,500 feet in the Shin-Marunouchi Building. Designed in consideration of the pandemic environment, the Qualtrics Japan office supports the hybrid work model providing tailored spaces, systems, and processes for enhanced collaboration for both in-person and remote working.

Furthermore, Qualtrics deepening presence in Japan in the past year has been reflected in the adoption of its XM solutions by both government and private sectors.  In April, SAP Japan and Qualtrics started offering free access to the Ukrainian Refugee Support Platform to allow refugees from Ukraine to seamlessly connect to Japan– including those who wish to evacuate to the country– and corresponding organisations that provide aid. The Nippon Foundation also leverages this support platform. In partnership with LINE corporation, Okinawa City implemented–for the first time in Japan– Qualtrics solutions and SAP Vaccine Collaboration Hub (VCH) to help manage the COVID-19 vaccination of its 11,000 citizens.

Global Japanese enterprises have also adopted Qualtrics experience management applications. Fujitsi Limited rolled out the VOICE programme under the company-wide modernisation project Fujitsu Transformation to get the pulse of the employees and customers. And most recently, Shiseido Group selected the Qualtrics employee experience solution, EmployeeXM, to assist in improving employee wellbeing, productivity, and workforce development within the organisation.

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Leading Experience Management (XM) company Qualtrics and global logistics and transportation services provider UPS continue to strengthen their collaborative partnership to accelerate customers’ experience transformation journey. Specifically targeted at UPS’ small and medium-sized business (SMB) customers, the latest alliance intends to enhance the logistics company’s existing UPS Digital Connections programme by integrating Qualtrics’ Delighted XM solutions.

Qualtrics acquired Delighted, a customer experience (CX) measurement and rating firm focused on small and medium businesses, in 2018– further strengthening the position of the SAP-owned company in the SMB market. Now called Delighted by Qualtrics, the platform offers turnkey solutions and customizable surveys including Net Promoter Score surveys (NPS), Customer Satisfaction surveys (CSAT), and Employee Net Promoter Score surveys (eNPS) to help companies achieve greater visibility of customer experiences and become customer-led organisations.

The latest Qualtrics-UPS alliance innovation comes at a time when businesses are reinforcing their investments in e-commerce solutions that would help them remain agile and competitive. Commenting about the CX partnership with UPS, Caleb Elston, Delighted co-founder and CEO, said:

“Founders and business owners need to continuously listen to their customers and act on their feedback to create meaningful relationships as they scale. Our alliance with UPS will give thousands of new businesses the ability to leverage experience data to connect with customers, predict early trends and stay ahead of the market.”

Reinforcing UPS Digital Connections Programme

Qualtrics and UPS’ alliance has been highlighted last year to support the American logistics company’s “customer-first, people-led and innovation-driven strategy”. Mentioning UPS as one of the company’s big wins in the first quarter of 2021, Qualtrics CEO Zig Serafin earlier said:

“Qualtrics will be their Experience Management platform, enabling them to listen across the company, take action to lead on critical customer and employee experiences globally. With Qualtrics, UPS is able to understand their customers and their employees at scale and take action to deliver what matters.”

Today, the innovation partnership between the two companies goes further with the enhancement of the UPS Digital Connections programme leveraging Delighted AI, a purpose-built in-house solution that automates the customer feedback process such as scheduling surveys and generating dashboards without the need for an extensive configuration or AI algorithm training. The AI-powered platform advances SMBs’ customer experience programme by gathering real-time customer feedback across channels including email, website, and app to help them build customer loyalty, gain a competitive edge, and achieve their bottom line.

As part of the UPS Digital Connections programme, UPS customers can now access Delighted to:

• Help them scale their CX initiatives
• Achieve better visibility of factors that affect a customer’s delivery experience including delivery type, delay time, and provider
• Streamline the routing of reports and alerts to respective service teams with Delighted’s capability to integrate with the SMBs’ CRM and mission-critical apps

Felicia Allen, UPS President of U.S. Marketing, emphasised that businesses must measure factors, including last-mile delivery, in the customer journey that affect their satisfaction. She explained:

“The goal of the UPS Digital Connections program is to help level the highly competitive e-commerce playing field and provide more small and medium-sized businesses (SMBs) access to UPS and new digital platforms to enhance various aspects of their business and grow their customer base. Delighted offers one of the fastest and easiest ways to implement a customer experience program across every channel and take action on customer feedback.”

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As one of the leading global providers of next-generation digital consultancy services, Infosys helps customers navigate digital transformation in today’s economy. The Bengaluru-headquartered IT firm has a pool of XM consultants, architects, and industry experts that intend to provide end-to-end Qualtrics services across a diverse range of industries. In a bid to better represent employees and customers, Infosys strives to provide organisations with relevant performance indicators for an enhanced user experience (UX).

Recently, the company expanded its collaboration with the Utah-based software technology company through the establishment of a Qualtrics CoE aimed at delivering Qualtrics XM solutions, which are included in the Infosys Cobalt cloud offerings. Aside from making these solutions available in the market, the main goal of the partnership is to support organisations in improving the customer experience (CX), employee experience (EX), as well as the supplier experience.

RJ Filipski, Global Head of Ecosystem at Qualtrics, said in a joint announcement:

“Experience management has become key to business success. Customers and employees have higher expectations than ever. Qualtrics’ collaboration with Infosys will help organisations around the world deliver great experiences at scale. By understanding their customers, employees, and suppliers and taking action on their feedback.”

Delivering Qualtrics Experience Management Solutions

In order to assist procurement, finance, and supply chain leaders in ensuring the efficiency of their operations, Infosys stated that it intends to utilise XM for Suppliers to integrate operational data from an organisation’s SAP systems. On top of increasing buyer productivity and improving relationships with suppliers, this solution also aims to increase the satisfaction of the procurement function’s internal clients.

Meanwhile, Infosys offerings based on Qualtrics’ EmployeeXM for IT and XM for Suppliers enable companies to provide personalised experiences by collecting and evaluating experience data from the two groups — employees and suppliers. 

Commenting on the latest development for the company, Dinesh Rao, Executive Vice President and Global Head of Enterprise Application Services at Infosys, stated:

“Companies are increasingly focused on making data-driven decisions. These decisions need to be based on real-time customer and employee insights. We are delighted to engage with Qualtrics, and together help organisations develop and implement experience management solutions and capabilities. These solutions improve process effectiveness and deliver better business outcomes.”

Infosys’ Contribution as an SAP Partner

Aside from being a Qualtrics Partner, Infosys is also an SAP Global Strategic Services Partner that works closely with the German tech giant to leverage its expertise with SAP Industry Cloud and other advanced infrastructure for accelerating digital transformation processes. The company recently helped Syngenta, one of the world’s leading science-based agri-tech enterprises, to deploy numerous Qualtrics technologies and integrate them with the company’s current SAP ERP system. The Qualtrics XM Platform was integrated with the firm’s SAP solution to improve the business-to-business (B2B) customer experience, according to Syngenta’s Global Head of Customer Services and Customer Master Data Guillaume Manchelle.

Moreover, Infosys and Google Cloud have also teamed up this month to facilitate the adoption of the Google Cloud Cortex Framework, which enables new insights and business models to be powered by SAP and non-SAP data. With the addition of the Google Cloud Cortex Framework to Infosys Cobalt offerings, the company is bringing together its data analytics, artificial intelligence (AI), SAP and cloud capabilities to help customers maximise their return on digital investments.

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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.

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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. 

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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

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Today, digital health has become part of many healthcare organisations’ growth strategy in delivering patient care in a more efficient and personalised manner. In a recent report from Statista, the digital health market size is forecasted to increase nearly six times in size by 2026 to nearly 640 billion U.S. dollars, with an expected CAGR of 28.5 percent from 2020 to 2026.

Qualtrics, the leader in customer experience, recognises the role of digital health today, especially with the growing need for organisations to adapt to evolving patient expectations and healthcare challenges. Following its successful trading launch in Nasdaq, SAP’s Experience Management (XM) unit has now released its latest healthcare solution, Qualtrics Health Connect to help organisations enhance the patient experience. 

Qualtrics Health Connect is an automated integration that connects Electronic Medical Record (EMR) systems directly to the Qualtrics XM Platform. This integration significantly cuts down the time healthcare practitioners spend on accessing EMRs for critical patient information such as medical history, test results, among others. Above all, Health Connect’s intelligent technology provides essential patient insights like the experience and emotions they go through during a treatment plan, which EMRs simply cannot provide. 

Sharing about this recent product development, Patty Riskind, Head of Global Healthcare at Qualtrics said:

“Greater interoperability between experience data and EMR operational data will empower clinicians to deliver more personalised and compassionate care to every patient. With Health Connect, healthcare providers can customise and personalise outreach to patients, gaining unique and relevant insights about individual care experiences.” 

New Technology for Healthcare

Over 400 hospitals and health systems around the world rely on Qualtrics’ healthcare solutions that are built on the Qualtrics XM Platform. Through the years, the XM platform has maintained the highest security certifications including ISO 27001 and FedRAMP.

Health Connect is another Qualtrics solution that solidifies the company’s thrust on managing and securing sensitive data. The new healthcare technology is an HL7 (Health Level 7) integration that securely connects Qualtrics XM platform to EMRs such as Epic, Cerner, Allscripts, Athena, and many more– allowing healthcare and public health providers to seamlessly automate patient experience data flows. HL7 allows standardisation of different healthcare systems enabling the exchange and retrieval of sensitive patient information across different systems. 

The new integration instantly and securely extracts data from EMRs and streamlines administration throughout the patient experience journey. Health Connect automatically triggers patient experience surveys based on criteria from patient events including demographics, clinical condition, procedure, or attending healthcare provider. It then populates the experience data back into the system of record for providers to take action. Ultimately, Qualtrics Health Connect help caregivers take patient-centred actions and deliver personalised experience that exceeds expectations.

Qualtrics Health Connect integration offers the following benefits:

• Actions and workflow automation by allowing the exchange of sensitive patient information and experience data between Qualtrics and EMRs without manual or SFTP uploads.
• Improve patient experience at every touchpoint– from primary care to lab work to the emergency room
• Activate the frontline by providing them populated patient experience data to allow them to deliver a more personalised patient care 

Health Connect adds to Qualtrics’ list of Customer Experience solutions for healthcare such as Health Insurance Customer Experience, Urgent Care Clinic Customer Experience, and Patient Customer Experience.

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To help ease businesses’ burden, SAP has provided tools and resources to help them navigate through this historical period of uncertainty and disruptions. In an open-letter, Meaghan Sullivan, SAP Head of General Business and Global Partner Marketing, said:

“…we are helping small and midsize businesses navigate the current crisis while looking ahead to making a successful recovery. We are providing free access to proven tools that give our customers the assistance they need for the next few months. We are also actively listening to our small and midsize customers. They are sharing with us specific challenges in critical areas of their businesses.”

These challenges include, among others:

• maintaining business growth and functionality,
• creating contingency and recovery plans to face the looming global recession,
• maintaining high-productivity levels among employees,
• adapting to different work and collaboration models, opening up supply chain bottlenecks,
• redesigning how products and services are offered to ensure customers’ rapidly changing needs are met, and
• keeping communities engaged with their brands.

Below is a list of the COVID-19 SAP resources that aim to address these. Through the following technologies, businesses will be able to reinforce their competitiveness in the face of the coronavirus and the new normal:

Technological Tools/Resources

Since March 2020, SAP has opened up access to significant SAP software to aid businesses, communities, and governments navigate the challenges brought on by coronavirus and the new normal.

Preparing for a remote workforce

With Qualtrics, SAP has created Remote Work Pulse and Remote + On-site Work Pulse, a listening platform for companies to understand how employees are feeling, how they are adapting to newly placed work settings, and their experiences in using unfamiliar work collaboration models. In utilizing these platforms, SAP aims to help businesses equip their workforce not just with the right tools but ultimately with the proper mindset to help them navigate this new normal while still maintaining high productivity levels.

On the other side of this—if and when lockdown measures and mandates are lifted—to help in deciding when and how to transition to new working conditions, there is also Return to Work Pulse that provide businesses a means to address each employee’s unique needs in relation to returning to the workplace.

Managing Supply Chain Disruptions

To ensure a resilient supply chain, it was announced last March that access to SAP Ariba Discovery will be opened. Through here, buyers can easily post sourcing needs and vendors can respond quickly to show availability. SAP Ariba has a collection of 4 million suppliers in over 190 countries, and has waived the fees for vendors to respond to sourcing posts through June 30, 2020, with the promo code SAPARIBA2020.

SAP’s Spot Buy application offers a digital platform where small to medium-sized enterprises that do not have their own supply chain management systems, can source out supplies at a lower price point. With its three tier supplier vetting system, customers are assured vendors are properly evaluated for reliability.

Additionally, to be able to prepare and plan for the new normal in supply chain management, companies can utilize Qualtrics Supply Continuity Pulse. With this, leaders can identify potential supply disruptions and proactively offer assistance to suppliers.

Maintaining Quality Customer Engagement

Back to Business XM solutions is another technology from Qualtrics created to help companies build and maintain trust with customers, reinforce their digital presence, and manage customer relations effectively. In this new normal of forced distancing, business are finding it difficult to get a good understanding of their customers’ shifting needs. With tools such as Front Line Connect and Customer Confidence Pulse, and by creating a Digital Open Door to get customer feedback, businesses will be better equipped in taking appropriate action to meet expectations by optimizing their digital experiences.

#C19FREEACCESS

In another letter addressed to the SAP ecosystem consisting of more than 21,000 partners, CEO Christian Klein invited partners to also share their free resources and business solutions. These resources may be accessed on the SAP community C19FREEACCESS page.

Community Support

COVID-19 Tools for Government

With EY and Qualtrics, support for governments and the healthcare industry, has also been put in place to assist in effectively leading citizens through the pandemic and help the world run better during these unprecedented times.

Digital Learning Initiative

A dynamic initiative was put forward to assist students—the next generation of professionals—in continuing their education virtually. To facilitate a safe and ideal platform for conducive learning, SAP has opened access to massive open online courses (MOOCs) offered in the openSAP platform, provided free 90-day access to four selected learning journeys for universities, and other learning courses in the SAP Young Thinkers program.

In preparation for the new normal of virtual classrooms brought on by the coronavirus pandemic, SAP and Qualtrics are offering Remote Educator Pulse, Remote Learning Pulse, Higher Ed Remote Learning Pulse, and K-12 Remote Learning Pulse to academic institutions. With these, schools and universities will be better equipped in shifting to a remote learning model and staying connected with remote staff.

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ThePrint reported that a new poll organised by SAP and Qualtrics through its survey platform indicated that most people all over the world feel that local schools are not equipped nor prepared to help students be job-ready. Additionally, results reveal that only two regions had respondents that rated their schools as ‘good’ or ‘excellent.’

The Qualtrics survey platform asked the question, ‘how would you rate local schools when it comes to preparing students to get jobs today?’

The majority of the poll participants responded with a rating that says the local schools are underperforming. Overall, only East Asia and the Pacific and South Asia respondents voted with a positive rating.

Outside of the regions of the Americas and South Asia, the majority of the respondents believe that access to good education is still a privilege instead of something that the majority of the population of the countries can enjoy.

Delivering quality education is the fourth key part of the Sustainable Development Goals adopted all of the United Nations Member States in the year 2015 for its 2030 Agenda for Sustainable Development. The results show that there is still work that needs to be done, especially with the impact that came with the Fourth Industrial Revolution.

The survey also asked questions that gauged global cooperation and rendered positive results.

Across all regions, the respondents noted that it is ‘important’ or ‘very important’ for nations to work harmoniously towards a common goal.

South Asia and the Sub-Saharan Africa regions were mostly in favour. Western Europe turned out to be the least in favour. Although, globally, more than one-third of the respondents think that it is crucial.

In addition to this, the Qualtrics survey also gathered results indicating that people think it is a good idea and beneficial to do so. The majority of the respondents from every region responded with ‘mostly good’ with only 12{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} voting with ‘mostly bad.’

The results revealed that nations need to work together to meet common goals and deliver better and more positive results.

Ten thousand five hundred respondents from 30 countries all over the world participated in the survey, which represents three-fourths of the global population.

The recent poll was not the first time SAP and Qualtrics assisted in organising global surveys. In 2019, Qualtrics organised a survey and gathered opinions at the 2019 India Economic Summit to gauge the Indian population’s response to technology. The poll also comprised of more than 10,000 respondents from 29 countries.

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SAP APJ President Scott Russell shared that Asia Pacific region is an emerging experience economy where consumers increasingly prefer a superior experience versus a superior product. He pointed out that the region, with over four billion people and a tech-savvy population, has more than 50{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} of Internet users and 60{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} of the world’s young people. This is a hefty market for Qualtrics XM Platform.

Russell emphasized that for businesses to close the experience gap, they should tap the majority of millennials and digital natives who are willing to pay for a superior experience. 

In a recent SAP regional event in Bangkok, Russell cited a Bain survey on the CEOs perception of customer experience. Out of the 362 firms surveyed, 80{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} thought they were delivering a superior experience to their customers. But when customers were asked, only 8{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} agreed that they received a satisfactory experience.

According to Russell, the German company values employee experiences as much as delivering excellent consumer experiences. He said:

“Was it a positive experience on the first day I got my first promotion? What about the performance review? And that time when I got feedback from my manager? Was it a great experience?”

Russell explained that for businesses to succeed in the experience economy, it is essential to understand their operational data (O-data) such as employee turnover rates, revenues, spending, and receivables. He said that though the O-data will help businesses understand what, when and how things happen across the organization, they will not be able to understand why these things happened.

“That’s where experience data is important. Why is your employee engagement score dropping? You need to understand that for your business to go forward,” Russell said.

At the start of the year, SAP acquired Qualtrics, the global pioneer of the experience management (XM) software category that enables organizations to thrive in the experience economy. The acquisition accelerated the new XM category by combining Qualtrics’ X- data and insights with unparalleled O-data from SAP software. This enables customers to manage supply chains, networks, employees and core processes better. 

To SAP Southeast Asia Vice-President and Managing Director Claus Andresen, XM is like a rollercoaster track with its twists and turns, representing operational data such as height, speed, and velocity. For example, a theme park operator will be able to capture data about the emotions of someone riding a rollercoaster and improve the rider’s experience. As stated by Andersen, that is how X-data correlates with O-data in relation to XM.

SAP SuccessFactors has already integrated Qualtrics’ XM capabilities, which enables managers to gather employee X-data throughout the employee lifecycle, gaining predictive and personal insights based on employee feedback, and empowering HR leaders and managers to act on those insights quickly.

Vanee Bijayendrayodhin, Chief People Officer at Thai property developer Ananda, shared how the company benefits from Qualtrics in improving staff retention and understanding employee aspirations. Bijayendrayodhin said:

“We’ve asked them to think about what they want, and they have initiated ideas to make their careers more satisfying with Ananda.” 

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