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.

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A few months after its official trading in Nasdaq under the ticker symbol “XM”, Qualtrics has been gaining momentum as organisations across various industries worldwide strive to deliver enhanced customer and employee experience during the pandemic. The XM company has been helping organisations and governments mitigate the impact of COVID-19 in many aspects– from managing the logistics of vaccine roll-out in key cities to empowering HR leaders to expedite the process of employee data gathering for a better engagement experience.

To continue to support the increasing demand for XM solutions and the growing market in the APJ region, Qualtrics has announced that it will be scaling up operations and investments. Aside from launching a new data centre in Singapore and APJ headquarters in Sydney, the experience management software-as-a-service (SaaS) vendor targets a total of 1,200 hires by 2024, a significant investment since its launch in 2015. The workforce expansion will cover all departments including sales, professional services engineering, operations, customer success, and marketing across Australia, New Zealand, Southeast Asia, Japan, South Korea, India, and Hong Kong.

Sharing about the company’s regional push, Zig Serafin, CEO of Qualtrics, said:

“Organisations around the world are in the middle of an experience transformation –– and there is a massive market and category opportunity ahead of us.

We see this as some of the best organisations in the world – like Atlassian, Standard Chartered, Clarins, and Mitsubishi Electric – are using Qualtrics to retain and engage their employees, and to find new customers and keep the ones they already have. Experience data is becoming the most valuable data within an organisation, and Qualtrics has a 10-year head start in this market.”

He further stressed that Qualtrics’ growth strategy in the region will essentially support the APJ customers in delivering great customer, employee, product, and brand experiences in the future.

Qualtrics Managing Director in APJ Brigid Archibald further emphasised the company’s commitment to helping customers succeed in their experience management journey. She said:

 “To help our customers succeed in this age of experience transformation, Qualtrics is committed to continually investing in and expanding our local operations. In the last year alone in Asia Pacific and Japan, we have established teams in entirely new countries for the first time, announced a new data centre, relocated to a larger regional HQ, and highlighted our intention to rapidly scale our local team. 

“As a result, Qualtrics continues to lead the way in equipping businesses and governments with the tools, services, expertise, and support needed to design new experiences for our evolving world, and then continuously improve them,” added Archibald.

Investing in APJ

Qualtrics has made several noteworthy investments in the Asia Pacific Region as part of its expansion strategy. In preparation for the expansion, the XM company has moved to a new APJ HQ in Sydney early this year following the formal launch of its operations in Hong Kong, South Korea, and India in 2020. In addition, Qualtrics’ new data centre in Singapore is anticipated to ensure data sovereignty and security requirements compliance for all governments and businesses across Southeast Asia as the customers in the region grow.

Qualtrics also strengthened its management team by appointing Jason Laufer to Managing Director for ANZ, John Seo to Managing Director for Korea, and Navneet Narula to Managing Director for India. 

Leveraging Qualtrics XM Solutions

Global enterprises in the APJ region have been leveraging Qualtrics XM solutions to enhance both customer and employee experience and engagement. 

Enhancing Employee Engagement

Australian software company Atlassian turned to Qualtrics to regularly capture significant insights from its 5,000+ employees worldwide, enabling the organisation to continuously improve employee experience and consequently, deliver business results, improve talent acquisition and enhance productivity. 

Mitsubishi Electric, a global leader in the manufacture and sales of electrical and electronic equipment, is partnering with Qualtrics to better understand the value of employee engagement as well as observe and look into shorter-term trends. 

Improving Customer Experience

Leading global bank Standard Chartered intends to grow its customer base by utilising the Qualtrics Experience Management Operating System. The XM software empowers organisations by giving them access to customer experience data for analysis, allowing them to use workflows to take action. Standard Chartered also tapped Qualtrics for its global employee engagement program that enables its managers to act on real-time insights including employee life cycle.

French luxury skincare and cosmetics global company Clarins has partnered with Qualtrics to gain visibility on its customer experience across in-store and online channels for 9 markets in the Asia Pacific. Seeing the value of digital experiences, Clarins has extended the Quatrics platform deployment to EMEA.

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