Qualtrics helps Asia Pacific firms boost customer experience

Organisations across the Asia Pacific region have chosen Qualtrics to support initiatives aimed at enhancing customer loyalty, employee engagement, and brand awareness.

Qualtrics announced that businesses from multiple industries, including the Commonwealth Bank of Australia (CBA), Nufarm, OneNZ, and Vietnam Maritime Commercial Joint Stock Bank (MSB), have adopted its platform to refine their customer and employee experiences.

The Commonwealth Bank of Australia, which serves more than 17 million customers, has implemented Qualtrics to gather and analyse customer feedback at various points in the customer journey. By leveraging both structured and unstructured feedback, combined with artificial intelligence capabilities, the bank aims to rapidly uncover insights that can be acted upon promptly. This implementation is positioned to help CBA bolster customer relationships, elevate brand trust, and distinguish itself within Australia's competitive banking sector.

OneNZ, a major telecommunications provider in New Zealand, has been working to address challenges arising from fragmented customer feedback and incomplete data collection. By centralising its customer experience programme on a single Qualtrics platform, OneNZ is now able to obtain a comprehensive view of customer interactions and benchmark key metrics. This unified approach is intended to inform and support customer-centric initiatives throughout the organisation.

Nufarm, an organisation based in Australia specialising in crop protection and seed technologies, has also selected Qualtrics to facilitate more detailed and actionable customer feedback throughout its business processes. The company is focusing on deepening customer relationships and enabling distribution partners to operate with greater efficiency, while also seeking to improve accessibility for customers globally.

Vietnam Maritime Commercial Joint Stock Bank (MSB) has launched a partnership with Qualtrics to manage the customer experience across five key areas: personal mortgage loans, credit cards, mobile banking, physical branch services, and website interactions.

"Leveraging Qualtrics platform, MSB can capture customer feedback in real time at each specific touchpoint and connect experience & operation data to get the insight and timely improvement actions," said Mr. Nguyen Hoang Linh – MSB CEO. The implementation of a dedicated customer experience solution marks a strong shift in MSB's digital transformation strategy, promoting decision-making based on comprehensive data analysis and real-world experience for MSB. On its roadmap to 2026, MSB aims to manage customer experience across more than 30 key journey scenarios. MSB is the first joint stock commercial bank applying Qualtrics to manage its omnichannel customer experience in Vietnam.

Qualtrics has indicated that its experience management solutions are being deployed by hundreds of organisations across the region with the goal of aligning customer and employee feedback to business outcomes.

During the X4 Sydney Summit, the company plans to demonstrate its latest experience management tools and methodologies, including the introduction of Qualtrics Experience Agents. These agents are described as highly specialised artificial intelligence entities intended to autonomously deliver customer and employee experiences at scale across all channels.

Brad Anderson, Qualtrics President of Product and Engineering, is slated to present these new developments in experience management, offering an early look at the technology for regional industry leaders and experience management practitioners.