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SAP-owned Qualtrics is building an empire in Asia

SAP-owned Qualtrics is building an empire in Asia

Experience management vendor counts Cathay Pacific and GOJEK as customers

Bill McMurray (Qualtrics)

Bill McMurray (Qualtrics)

Credit: Qualtrics

Qualtrics has surpassed the 1000 customer mark in Asia Pacific and Japan (APJ), four years after the SAP-owned vendor launched into the region.

Backed by key customers such as Cathay Pacific and GOJEK, the experience management (XM) specialist now operates seven offices across Singapore, Australia, New Zealand and Japan, housing more than 150 people in the process.

The vendor first entered APJ in 2015, serving 250 customers from an office in Sydney before being acquired by SAP in January 2019.

“Surpassing 1000 customers in such a short period is testament to the quality of the experience management technologies, services, expertise, and support Qualtrics provides to customers, and the hard work of our ever-growing team,” said Bill McMurray, managing director of APJ at Qualtrics. “Now, in partnership with SAP, Qualtrics is significantly increasing our focus on helping organisations succeed with XM.

“SAP is excited to join us on this journey, and is heavily investing resources into helping Qualtrics and our customers during this exciting phase of growth.

“The opportunities presented by joining the SAP family will accelerate our growth in the years ahead, and we’re going to deliver it by staying obsessively focused on helping brands grow and succeed with XM on the Qualtrics platform.”

Following the opening of a Singapore office in late 2017 and a Tokyo office in early 2018, McMurray said Qualtrics is “actively evaluating the next logical steps” for expansion in APJ, with a key focus on South Korea, Hong Kong and India markets.

“Alongside this, we’re continuing to invest in and grow our teams across Australia, Singapore, and Japan,” McMurray added. “It’s an exciting time for Qualtrics and the companies joining us on this journey.”

Within APJ, flagship customers include Cathay Pacific, the home carrier of Hong Kong which is using CustomerXM and EmployeeXM offerings to “design and deliver” an improved experience for customers and employees.

Other key clients include GOJEK, with the largest mobile on-demand service and payments platform in Southeast Asia using EmployeeXM and ResearchCore services to scale and optimise the company’s rapidly expanding operations in the region.

“Across Southeast Asia we are working with brands of all sizes and across industries,” said Mao Gen Foo, head of Southeast Asia, Qualtrics. “Customers tell us the reasons why they choose Qualtrics are because of the scale and breadth of our capabilities, and our exceptional ability to execute.

“Qualtrics is playing a critical role in helping businesses unlock a range of business benefits, including product innovations, improved NPS that has a direct impact on the bottom line, and happier and more productive workforces, empowering them to breakthrough and win in the experience economy.”

In Southeast Asia, Foo cited experience as the new “battleground for business”.

“The region’s fastest growing brands are integrating experience into their value proposition, and as a result are in a race to the top,” Foo explained. “In just two years, we are seeing XM build momentum in Southeast Asia and Qualtrics is excited to lead the way moving forward.”

Globally, over 10,000 enterprises rely on Qualtrics, including more than 75 per cent of the Fortune 100 and 99 of the top 100 US business schools.

“Organisations at the forefront of Asia Pacific and Japan recognise that XM is set to become the most important differentiating factor in capitalising on Asia Pacific and Japan’s burgeoning economies,” added Scott Russell, president of APJ at SAP.

“By infusing insights from Qualtrics experience data with operational data intelligence from SAP software, our customers in the region now have the unique end-to-end experience and operational management system to deliver exceptional customer, employee, product and brand experiences. Qualtrics is a catalyst for growth for both our customers and SAP in Asia.”


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