Tag: Qualtrics

Singapore — Experience management company Qualtrics has announced new senior industry leaders for customer experience (XM) services that will help diversify their services across the Asia Pacific and Japan (APJ) region.

Crissa Sumner, who was a former talent manager for talent solutions company Hudson, joins the ranks as the company’s lead employee experience (EX) solution strategist for Australia and New Zealand (ANZ). She will be focused on coming up with new EX strategies for businesses in the region to assure organizational performance. 

Meanwhile, the company’s Japan division has seen two appointments: Tomoko Kyuzaki as lead CX solutions strategist, and Mikito Ichikawa who will be its lead EX solution strategist for Japan, a first appointment of such position in the country. Prior to their appointment, Kyuzaki worked with Zurich Insurance and Deloitte; while Ichikawa was one of Japan’s leading EX experts with almost 20 years of EX leadership.

To further bolster more widespread leadership, former Prudential Singapore executive Harish Agarwal joins as the company’s lead, customer experience (CX) solutions strategist for Southeast Asia, India and Hong Kong, where he will work on scaling customer experience programs across organizations under his geographical clientele base. 

Lastly, Kunjal Patel joins as research services regional sales manager for APJ. He was involved previously as head of business for Nielsen Singapore.  For the new role, he will be responsible for providing full access to Qualtrics’ market research programs. 

In a statement, Brigid Archibald, managing director for Qualtrics in APJ, expressed excitement for the new XM leaders on-board, noting that the company will continue its goal towards equipping businesses with change and expertise against the changing business trends of today.

“The collective wealth of experience and ability to understand and serve the needs of businesses across APJ by Qualtrics is unmatched. Each of the appointments today are proven leaders in their respective fields, and the fact they have chosen to join Qualtrics is further testament to the ability of the Qualtrics XM Platform and the business outcomes it drives,” Archibald stated.

Singapore – Almost two thirds of workers in Singapore, or 65% of them expect that their industry will change for the better after COVID-19 due to the changes being implemented amid pandemic response, according to a research by customer experience tech Qualtrics.

The Qualtrics study surveyed 800 Singaporeans, and more than half, or 57% rated their employer’s response to the pandemic as “above average.”

With many people working from home during the pandemic, a large portion, 42% of respondents, said their employee experience has improved during the pandemic, while the same number said it has remained the same. 

The most effective actions employers have taken to make their teams feel more valued throughout this period leaned more on workplace flexibility with 51% of companies, followed by gratitude from the direct manager, and improved benefits, both with 21% of companies undertaking such measures.

“As a result of their employers’ quick thinking and actions, the majority of workers across Singapore say they feel a lot more valued at their company, and a lot more proud  to work for them,” Qualtrics SEA Head Mao Gen Foo said.

“While many have made steps in the right direction, businesses cannot afford to take their foot off the gas. Employees want to be listened to, and there is more change on the road ahead as people return and industries adapt,” added Mao Gen.

The new normal in the workplace

While employees have imparted the present measures their companies are undertaking, they  also gave insight into what actions they want to see more of from employers.

For 77% of Singaporeans, it’s important that their employer asks for feedback on what action can be taken to make them feel more confident about returning. 

Within such desired feedback, the study revealed that a flexible work schedule is the most coveted change that workers want to see in the workplace with 69% of them expressing it as a top concern.

This was followed by wanting companies to have a higher focus on personal hygiene with 44%, while about 39% said that actions should be taken to have greater focus on employee mental health. Meanwhile, almost the same number said that freedom to choose their work location is a factor.

Mao Gen said that while employees can agree prioritising safety and hygiene is essential moving forward, there is a slight gap between the actions they want to see, and which they expect to see outside of this. 

“Singaporeans want to see their employers continue to focus on offering more workplace flexibility – such as less time spent commuting, and wearing more comfortable clothing to work,” said Mao Gen.

Singapore — Qualtrics, creator of the experience management (XM) category, has announced the Qualtrics XM Institute. A community and resource destination for XM professionals, practitioners, and leaders.

Bruce Temkin, the founder of the Temkin Group, former VP at Forrester Research, and one of the earliest customer experience visionaries, led the launch of the XM Institute.

It offers members around the world the opportunity to learn and share XM best practices. This includes thought leadership insights, networking opportunities, specialized training, curriculum, and more. 

As Qualtrics launches XM Institute, it provides members with resources for professionals along their XM journey. Often, it starts with a customer or employee experience program. The XM Institute provides guidance and resources to help members create and deliver differentiated experiences for their target audiences. The four core experiences of XM include: customer, employee, product, and brand.

Membership to the XM Institute is FREE.

“The insights and guidance provided by the XM Institute have been instrumental in guiding CenturyLink on how to deliver exceptional customer experiences.,” said Karen Russell, Director, Voice of the Customer, Experience Analytics, and Insights at CenturyLink. “Many of the reports they publish such as the CX Maturity Assessment, Market Research insights, and the XM Operating Framework have directly influenced our XM governance process that has positively affected our business.”

“The XM Institute was created based on one core belief… experience matters! The success of any organization is based on how effectively it interacts with people, whether it’s customers, employees, students, patients, citizens, suppliers, or partners,” said Bruce Temkin, Head of the XM Institute, Qualtrics. “Our team of experts helps organizations build the capabilities to continuously learn what their key stakeholders are thinking and feeling, propagate those insights to the right people in the right form at the right time, and rapidly adapt to those market signals. Experience Management isn’t about doing this once or twice. Instead, we help organizations embed XM as a discipline that’s woven across their operating fabrics.”