Home Market Travelex teams with Qualtrics on customer experience programme

Travelex teams with Qualtrics on customer experience programme

Foreign exchange specialist Travelex is deploying an experience management platform from US software company Qualtrics as part of a drive to enhance its customer experience agenda across retail and online stores.

Ghaby Wannounch, general manager, Retail – Australia, New Zealand, Japan and Guam, Travelex, said the company chose the Qualtrics Experience Management platform because of its ability to measure, prioritise, and optimise the customer experience at every touchpoint along the customer journey.

“The retail arena is becoming increasingly competitive. Online shopping has reached massive proportions and the number of people making their purchases online is only going to increase further. This means that physical retail stores are competing with online stores as well, which has created a much smaller but more competitive battle ground for retailers.

“The result is that competing on product or price has become difficult, especially if businesses want to grow and make a profit. It’s all about delivering a superior customer experience and making customers happy to encourage loyalty.

“The Qualtrics Experience Management platform helps Travelex collect and analyse customer data. For example, using the NPS metric lets Travelex determine how loyal a customer is. Qualtrics provides to easy-to-read reports and dashboards, so Travelex can learn more about its customers, leading to an enhanced customer experience.”

According to Bill McMurray, managing director, Asia Pacific and Japan, Qualtrics, the Qualtrics Experience Management platform makes it easier for organisations to “monitor, respond, and improve every key moment along the customer journey and incorporate customer feedback into every decision in real-time”.

“With Qualtrics, Travelex can engage with its customers naturally, no matter how and where interactions occur.”

Qualtrics has just announced enhancements to its Text iQ text analytics engine that are designed to leverage the power of machine learning and predictive intelligence to help companies gain insights from their unstructured data.

The Text iQ utilises machine learning and natural language processing to uncover sentiment analysis and automatically suggest trends and key topics that emerge from the text, identifying problems and opportunities hidden in feedback across a company.

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).