OFX chooses Qualtrics to support client experience transformation

Qualtrics LogoQualtrics, the leader in experience management (XM), announced that OFX, a global business helping clients simplify the process of international monetary transfers, has selected the Qualtrics Experience Management Platform™ to accelerate their client experience transformation.

With plans to strengthen its global presence, OFX sought to leverage their critical point of differentiation, a seamless digital experience backed by knowledgeable, local client service teams.

Sarah Bernhardi, Commercial Director, OFX, said, “OFX chose Qualtrics because the platform allows us to monitor the client experience at multiple touchpoints across multiple channels. Feedback is real-time, meaning opportunities can be identified quickly, and OFX can easily prioritise the areas that need to change. Consequently, we’re seeing incremental changes every week that positively affect the customer experience as well as the employee experience.

“Using the Qualtrics XM Platform, OFX now has a very responsive closed-loop feedback system in place. Within two hours of feedback being received, someone from the client services team will contact the client to offer assistance. Having client services teams around the world means we can do this without delay.”

As a result of implementing the Qualtrics Experience Management Platform for real-time feedback, OFX’s approach to improving the client experience is much more responsive. This is made possible by the way OFX has deployed Qualtrics across the organisation, giving teams across the business access to real-time dashboards and reports, allowing teams within the organisation to dive deep into the insights that matter for their piece of the business.

Sarah Bernhardi said, “The goal with Qualtrics was to make information available to the people that need it without delay. From day one, we were adamant that we wouldn’t waste time converting the data into presentations. Instead, we provided the Qualtrics dashboard to as many people in the organisation that needed it, offering full transparency. This is a more powerful approach that demonstrates the priority we’ve placed on keeping the customer central to everything we do. Without Qualtrics we would not have been able to implement the client experience transformation at the speed at which we have done.”

Bill McMurray, Managing Director, Asia Pacific and Japan, Qualtrics, said, “Customer experience is rapidly becoming a key driver for business success. Companies that focus on customer experience effectively, addressing customer concerns and demonstrating genuine care for the customer, are seeing exceptional results. OFX identified the importance of the customer experience early. The secret to success of such programs is not just gathering feedback but deriving insights from that feedback and acting immediately to improve the customer experience. This is where companies can create a significant competitive advantage.”

-ENDS-

About Qualtrics

Qualtrics is the technology platform that organisations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organisations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 9,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. To learn more, and for a free account, please visit www.qualtrics.com.

About OFX

OFX is an international money transfer specialist helping individuals and businesses move money around the world in an easier way, with competitive exchange rates. With OFX’s bank to bank transfers, customers can enjoy a streamlined digital experience, expert personal service and great rates allowing them to transfer when, where and how they want.
OFX. Where the world’s moving.

For more information, visit www.ofx.com.

Qualtrics expands XM solutions capabilities to help organisations close experience gaps faster

Qualtrics LogoQualtrics now offers over 45 expert-built solutions, purpose-built for industry and use-case, allowing organisations to more quickly and confidently launch customer experience, employee experience, and market research programs

Qualtrics, the leader in experience management, has announced the expansion of XM Solutions to help customers close experience gaps and harness the power of the world’s leading Experience Management (XM) Platform™. There are now over 45 expert-built solutions spanning automated projects, guided programs and full-service research, designed by industry and research experts to accelerate customer experience, employee experience, and market research.

For years, organisations have struggled to quickly set up experience management and market research programs, while ensuring programs were best-in-class. With XM Solutions, Qualtrics’ team of PhDs and industry experts have created solutions to help customers quickly and confidently launch their programs and drive business outcomes. Solutions include both guided programs – designed to accelerate customer experience and employee experience programs with pre-configured surveys, expert-validated methods, and dashboards tailored to your business – as well as automated projects for quick-turn research projects that yield near-immediate results.

“XM Solutions will improve the speed and accuracy with which organisations can launch their experience management programs,” said Ryan Smith, co-founder and CEO of Qualtrics. “Our team of experts have designed packaged solutions that leverage the learnings from thousands of customer experience, employee engagement and research programs running on the Qualtrics platform. This will help any organisation–large or small–jumpstart its experience management and research programs, and make it easy to scale those programs to fit the organisation’s needs.”

Leveraging XM Solutions, customers can more quickly and confidently conduct comprehensive customer, employee, product and brand research in a fraction of the time. From pricing, to customer NPS, to brand awareness studies, XM solutions delivers fast results with automated setup, streamlined distribution, and smart analysis for research of all sizes.

“XM Solutions have made it possible to simultaneously enhance our suite of research capabilities and reduce costs,” said Andrew Mun, Consumer Intelligence Manager at Kia Motors America. “These out-of-the-box solutions have changed the way Kia conducts research and improved our speed to insights. In a highly competitive industry, that means the difference between success and failure.”

To learn more about XM Solutions, please visit: qualtrics.com/xm-solutions/

About Qualtrics

Qualtrics is a single system of record for all experience data, also called X-data™, allowing organisations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 9,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics. To learn more, and for a free account, please visit www.qualtrics.com.

All Nippon Airways (ANA) chooses Qualtrics to drive customer experience improvements

Qualtrics LogoQualtrics will enable ANA to gather a wide range of feedback from customers and share it throughout the organisation in a timely manner

Qualtrics, the leader in experience management, announced that it has been appointed by All Nippon Airways (ANA) to provide its cloud-based Experience Management Platform™ to help improve the airline’s customer experience. With Qualtrics, ANA will be able to gain more precise and timely analysis, provide feedback to divisions and field staff members, and take actions based on real-time feedback.

ANA is the largest airline in Japan, servicing approximately 53.8 million customers annually for domestic and international travel. ANA is the only Japanese airline to receive the highest five-star rating for six consecutive years from SKYTRAX Inc. It has also been awarded 2018 Competitive Information Technology (IT) Company by Japan’s Ministry of Economy, Trade and Industry and the Tokyo Stock Exchange.

Before implementing Qualtrics, ANA traditionally collected customer feedback via questionnaires. However, the information wasn’t timely or accurate enough, and ANA needed a way to share feedback more effectively throughout the company.

ANA chose the Qualtrics Experience Management Platform™ due to its ability to gather data on a wide range of topics from customers and deliver insights to managers so they can take the necessary actions to improve the customer experience.

Hironobu Kondo, Director, CS Promotion CS & Products Services, ANA, said, “We have determined that the Qualtrics Customer Experience Solution will be a powerful solution for achieving the ideal closed loop cycle for ANA’s customer satisfaction improvement so we decided to adopt it. By utilising the customer experience (CX) program in the future and by using and accumulating knowledge, ANA will be able to develop better measurements to accurately understand customer demands and satisfaction.”

Bill McMurray, Managing Director, Asia Pacific and Japan, Qualtrics, said, “Qualtrics is driving a paradigm shift in the way that organisations can capture and react in real-time to customer feedback.”

“We provide the balance of full-function capability, with a scalable and easy-to-use customer experience management platform. This enables an organisation to have a flexible and agile program where the company can start small, implement that, learn and iterate and then grow the program out in terms of capabilities/customer touchpoints and scale.”

“Organisations can then take action and respond to customers in real-time to turn what was a negative or OK experience into an exceptional experience, and ultimately convert them into life-long customers.”

“It’s great to see that ANA, like many of our other customers, are able to improve their customer experience programs with Qualtrics.”

About All Nippon Airways

ANA was founded in 1952 with two helicopters and has become the largest airline in Japan, as well as one of the most significant airlines in Asia, operating 85 international routes and 119 domestic routes. ANA offers a unique dual hub model which enables passengers to travel to Tokyo and connect through the two airports in the metropolitan Tokyo, Narita and Haneda, to various destinations throughout Japan, and also offers same day connections between various North American, Asian, and Chinese cities.

ANA has been a member of Star Alliance since 1999 and has joint venture partnerships with United Airlines, Lufthansa German Airlines, Swiss International Airlines and Austrian Airlines.

Besides the full service and award winner carrier ANA, the ANA Group has two LCCs as consolidated subsidiaries, Vanilla Air Inc. and Peach Aviation Limited. The ANA Group carried 53.8 million passengers in FY2017, has approximately 39,000 employees and a fleet of 260 aircraft. ANA is a proud launch customer and the biggest operator of the Boeing 787 Dreamliner.

About Qualtrics

Qualtrics is a single system of record for all experience data, also called X-data™, allowing organisations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics. To learn more, and for a free account, please visit www.qualtrics.com, or connect on Twitter, Facebook or LinkedIn.

Qualtrics Adds Microsoft Executive as COO to Continue Exponential Growth and Global Expansion Ahead of IPO

Qualtrics LogoQualtrics, provider of the world’s leading insight platform, announced the appointment of veteran Microsoft executive Zig Serafin as the company’s chief operating officer. Serafin will relocate from Washington to Utah, to lead operations during a time of rapid growth and international expansion for Qualtrics.

“We are excited to bring an industry luminary of Zig’s caliber on board as we continue growing aggressively,” said Ryan Smith, co-founder and CEO of Qualtrics. “Qualtrics is scaling at an incredible rate and there’s no better person to help us add a new level of operational efficiency than Zig. He brings a wealth of experience developing products, scaling complex organizations, and building amazing teams.”

“This has been a very long and selective search and Ryan and I feel we’ve found the perfect partner in Zig,” said Jared Smith, co-founder and acting COO of Qualtrics. “Qualtrics is passing 1,200 employees, expanding product lines, and has started IPO planning. Zig is a phenomenal operator and will bring considerable experience leading cross-functional teams on a global scale. We couldn’t be happier about having him join our team.”

Prior to joining Qualtrics, Serafin spent 17 years at Microsoft leading large teams and building multi-billion-dollar product lines. Most recently, Serafin was a corporate vice president with responsibility for Office 365 Skype for Business, which is used in 1.2 billion meetings per year in over 90 countries. Serafin also helped spearhead the development of Microsoft’s artificial intelligence platform and personal assistant, Cortana, which today services more than 130 million monthly active users. Serafin previously served as general manager of Microsoft’s Tellme Networks.

“I’m thrilled to join one of the world’s most promising SaaS companies at a very exciting time,” Serafin said. “Few cloud companies make the leap to becoming a true enterprise platform, and Qualtrics has established itself as exactly that, growing at an extraordinary pace while remaining cash flow positive. I’m eager to bring my perspective and expertise to bear at Qualtrics and partner with Jared and Ryan.”

Qualtrics is experiencing dramatic growth and international expansion ahead of a planned IPO. In the past three years, the 14-year-old private company has opened U.S. offices in Dallas, Seattle, and Washington D.C., as well as international offices in Dublin, Ireland, London, U.K., and Sydney, Melbourne and Canberra, Australia. Last month, Qualtrics opened a new, 150,000-square-foot headquarters in Provo, Utah, which Forbes dubbed “tech’s boldest new headquarters.”

Qualtrics also recently won a slew of high-profile accolades, including inclusion on the prestigious Forbes 2016 Cloud 100 list and CEO, Ryan Smith, was listed at #12 on Fortune’s 2016 40 Under 40 list of “the most powerful, influential, and successful young people in business.”

 

About Qualtrics: Qualtrics is a rapidly growing software-as-a-service company and the leader in customer experience management. More than 8,500 enterprises worldwide, including two-thirds of the Fortune 100 and 99 of the top 100 business schools, rely on Qualtrics technology. Our solutions make it fast and easy to capture customer, employee, and market insights in one place. These insights help our clients make informed, data-driven business decisions. Global enterprises, academic institutions, and government agencies use Qualtrics to collect, analyze, and act on voice of the customer, customer satisfaction, employee engagement, 360-degree reviews, brand, market, product concept, and employee feedback. To learn more, and for a free account, please visit https://www.qualtrics.com/.

Qualtrics and iModerate partner to combine qualitative and quantitative data, opening the door to deeper insights

Qualtrics LogoQualtrics, the world’s leading enterprise insight and survey platform, and iModerate, a progressive insights agency, have announced a new partnership to allow organisations to get more powerful insights from customer feedback. Mutual clients will be able to utilise iModerate’s professionally moderated, one-on-one conversations to augment feedback obtained from Qualtrics’ best-in-class technology and insight platform.

“The partnership between Qualtrics and iModerate will combine important elements in insight gathering,” said Shane Evans, head of partnerships at Qualtrics. “Qualtrics has always allowed clients to gather robust and diverse feedback. This partnership will now allow our mutual clients to benefit from the synergies of an online insight platform and in-depth, customer conversations.”

The partnership will allow users to:

  • Capture authentic customer language
  • Understand context and meaning by uncovering the “why” behind decisions, opinions and behaviours
  • Bring audiences to life with verbatims and anecdotes
  • Refine concepts, ads and messages by unearthing emotions and perceptions
  • Enhance tracking studies by understanding any fluctuations or inactivity
  • Break a tie when two concepts have similar scores

“The Qualtrics Insight Platform is the go-to solution for the world’s best insight seekers. We are thrilled to be working with Qualtrics to bring together the incredible insights discovered on their platform with iModerate’s qualitative approach to help customers achieve even more,” said Jen Drolet, iModerate CEO.

To learn more about the partnership and integration please visit http://www.qualtrics.com/innovation-exchange/imoderate/

About iModerate iModerate is a progressive insights agency that empowers clients to take decisive, proof-based action that evolves businesses and transforms brands. The company pairs powerful cognitive techniques with the latest research methods to help brands identify nuanced intelligence that revolutionises their thinking and gives them an edge. In 12 years, iModerate has conducted over 200,000 conversations, analysed vast amounts of consumer commentary, and helped over one-third of the Fortune 500 discover how consumers think about, characterise, experience, and discuss their brand. Follow iModerate’s team to hear insights on the blog, Twitter and LinkedIn.

About Qualtrics Qualtrics is a rapidly growing software-as-a-service company and the provider of the world’s leading enterprise insight platform. More than 8,500 enterprises worldwide, including half of the Fortune 100 and 99 of the top 100 business schools rely on Qualtrics technology. Our solutions make it fast and easy to capture customer, employee, and market insights in one place. These insights help our clients make informed, data-driven business decisions. Global enterprises, academic institutions, and government agencies use Qualtrics to collect, analyse, and act on voice of the customer, customer satisfaction, employee engagement, 360-degree reviews, brand, market, product concept, and employee feedback. To learn more, and for a free account, please visit qualtrics.com.