Qualtrics Selected by Pos Malaysia for New Customer Experience Program

Qualtrics has announced that Pos Malaysia Berhad has selected Qualtrics CustomerXM™ and Kantar to guide and accelerate its ongoing digital transformation aimed at improving the way customers connect with the company and enhancing operational efficiencies.

As organizations across Malaysia race to respond to evolving consumer needs in the country – driven by the pandemic, rise of the digital economy, and new payment technologies – the intelligent capabilities and customer insights enabled by Qualtrics will be essential to Pos Malaysia as it works to actively modernize and expand its retail services and offerings.

Using Qualtrics, the national postal service provider is standardizing its customer experience platforms to create a single program helping it to listen, understand, and act on customer feedback captured across all touchpoints and channels. This will allow Pos Malaysia to rapidly and meaningfully identify and respond to customer needs across the Group, which includes a network of 900+ branches, 11 subsidiaries, and digital channels.

It is the first time Pos Malaysia will manage its entire customer experience program through a single system, which will provide the Group with continuous real-time visibility into current and emerging issues and opportunities to improve the experiences provided. The postal service provider will also be able to rapidly segment data with Qualtrics, helping the organization to better understand individual needs by geography, demographic, channel, and engagement.

Pos Malaysia’s new customer & brand experience program will be implemented in partnership with Qualtrics Partner Network member Kantar, which is providing delivery and advisory services along the Brand & Customer experience elements

“As part of our digital roadmap, we are committed to completely redesigning our customer journey. Supported by Qualtrics and Kantar, Pos Malaysia will be able to differentiate our services through a superior and responsive customer experience,” said Sumesh Rahavendra, Group Chief Transformation & Digital Officer, Pos Malaysia.

“With poor customer experiences costing businesses across Malaysia up to $35 billion USD annually, focussing on better understanding and responding to evolving consumer needs must be a priority for organizations in the country. The digital transformation underway across Southeast Asia is an opportunity for businesses and governments across the region to cultivate greater trust, loyalty, and satisfaction among their customers and employees. In these new environments, organizations like Pos Malaysia are well placed to succeed by regularly tapping into in-depth insights that help them deliver personalized, and seamless customer experiences at scale,” said Mao Gen Foo, Head of Southeast Asia at Qualtrics.

“We are excited to share with Pos Malaysia our experiences & best practices working with brands like Post Office UK, Australian Post and other service and retail brands – to enable their transformation journey to becoming a truly customer centric organization. Pos Malaysia is one of the oldest and most beloved brands for many and we are committed in growing the brand love through a systematic and impactful VOC & Brand program. We are excited to turn these insights into impactful business decisions to enable Pos Malaysia to prioritize and plan better in the new world” said Nithi Kumar, Regional Head of Experience, Kantar APAC & India.

6 April 2022

Author: Terry KS

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