Singapore – Jollibee Group has entered a new global multi-year partnership with experience management leader Qualtrics to enhance customer experiences and fuel growth across its brands, including Jollibee, The Coffee Bean & Tea Leaf, and Smashburger.
Under the multi-year agreement, Jollibee Group will leverage Qualtrics to strengthen customer relationships and respond more effectively to their evolving needs. By capturing and consolidating feedback from both in-store and digital touchpoints, the partnership aims to accelerate issue resolution and deliver actionable insights to enhance customer-facing operations.
Additionally, the new program is expected to support Jollibee Group’s global expansion and its ambition to rank among the world’s top five restaurant companies while enhancing and personalising its digital offerings.
“The multi-year agreement underscores our commitment to delivering exceptional experiences for our global store network. By leveraging Qualtrics, we can consolidate customer feedback from in-store and digital touchpoints, accelerate case resolution, and provide actionable insights for our customer-facing teams,” said Marcos Cadena, global chief technology officer of the Jollibee Group.
Jacqueline Fuentes, head of global customer experience of the Jollibee Group, added, “Qualtrics enables us at the Jollibee Group to better understand our diverse customer base, helping ensure that we meet their evolving needs and expectations. Qualtrics provides the capabilities and insights we need to continuously enhance our customer experiences and build stronger connections with the millions of customers we serve worldwide.”
Through its multi-year partnership with Qualtrics, Jollibee Group will leverage the platform to enhance customer experiences across its brands in North America, Europe, the Middle East, and Asia.
“Companies that win and succeed in today’s fast-moving markets prioritise delivering great experiences their customers love,” shared Brad Anderson, president of product, UX, and engineering at Qualtrics.
“Thousands of organisations across the globe, including the Jollibee Group, are using Qualtrics to improve their customer experience by capturing feedback from multiple channels to deeply understand the needs and expectations of their customers and take fast, targeted, and proactive action when and where it matters most,” Anderson added.
