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PwC joins the Qualtrics Partner Network with renewed focus on customer experience

By Catherine Knowles
Thu 23 Jan 2020
FYI, this story is more than a year old

PwC has joined the Qualtrics Partner Network in order to better help enterprises scale and measure business impact of customer and employee experience programs.

Qualtrics is a customer experience solutions provider and creator of the experience management (XM) category, and part of SAP SE.

The partnership expands PwC's existing SAP relationship and enables organisations who standardise their customer and employee experience programs on the Qualtrics XM Platform to leverage PwCs advisory services and methodology called Return on Experience, the company states.

This will enable executives and senior leaders to close experience gaps and measure the business impact of improved customer and employee experiences, according to PwC.

Developed by PwC, the Return on Experience methodology is a system of metrics that measures how an organisation’s customer and employee experience programs impact critical business metrics such as customer loyalty and retention, employee productivity, and time-to-market (or pace of innovation).

PwC will also provide advisory services to Qualtrics customers, including advanced people analytics research, employee engagement programs, and operational strategy optimisation.

PwC principal of digital strategy and innovation Matt Egol says, “Building brand equity is no longer solely dependent on delivering products it has become increasingly driven by the customer and employee experiences organisations provide their stakeholders.

“Qualtrics is uniquely positioned to collaborate with PwC as the leading experience management platform capable of delivering value across customer and employee experiences that drive the bottom line. We look forward to expanding our relationship with SAP.”

More specifically, joint PwC and Qualtrics customers who leverage the Qualtrics XM Platform will be able to:

  • Standardise their customer and employee experience programs on Qualtrics, instead of in traditional silos across disparate systems.
  • Act on insights from their experience data (X-data), such as employee engagement or customer feedback, combined with operational data (O-data), such as employee attrition or customer lifetime value, from their existing HCM or CRM systems and processes of choice. This can include operational systems such as SAP C/4HANA, SAP S/4HANA, or SAP SuccessFactors.
  • Align and prioritise focus areas of improvement at every meaningful touchpoint across customer and employee lifecycles.
  • Connect their customer and employee experience programs to the bottom line, such as sales, customer retention, employee attrition, and more.

Qualtrics chief ecosystem officer John Torrey says, “Organisations need the right experts and technology to proactively manage, predict, and exceed customer and employee expectations.

“The combination of PwC’s renowned digital transformation practice and Qualtrics leadership in experience management will empower organisations to focus on delivering great experiences that ultimately impact a company’s business outcomes.

“As a result, organisations can holistically measure and take action on improving their customer and employee experience programs to create a competitive advantage in their industries.”

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