Extra tags: customer experienceDigital Transformation
Qualtrics, the leader and creator of the experience management (XM) category, 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 businesses across Malaysia race to meet changing consumer demands fueled by the pandemic, the rise of the digital economy, and new payment technologies, Qualtrics' intelligent capabilities and customer insights will be critical to Pos Malaysia's efforts to modernise and expand its retail services and offerings.
Using Qualtrics, the national postal service provider is standardising 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.
Pos Malaysia will manage its entire customer experience programme through a single system for the first time, giving the company continuous real-time visibility into present and emerging concerns, as well as chances to improve the services supplied. With Qualtrics, the postal service provider will be able to quickly segment data, allowing it to better understand individual needs based on geography, demographics, channel, and interaction.
Pos Malaysia's new customer & brand experience programme will be implemented in collaboration with Kantar, a member of the Qualtrics Partner Network, which will provide delivery and advisory services for 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 organisations 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, organisations like Pos Malaysia are well placed to succeed by regularly tapping into in-depth insights that help them deliver personalised, 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 organisation. 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 prioritise and plan better in the new world” said Nithi Kumar, Regional Head of Experience, Kantar APAC & India.
