Infosys (Credit image/Pixabay/nastya_gepp)Infosys has announced a collaboration with Qualtrics, provider of the Experience Management (XM) solutions. Infosys has established a Qualtrics centre of excellence, to bring Qualtrics solutions to the market. These solutions are a part of Infosys Cobalt cloud offerings and help clients improve their customer, employee, and supplier experiences.

While Infosys is creating competencies across all Qualtrics solutions, there is a focused collaborative effort in two key areas. The improvement in the procurement experience for suppliers and buyers to effectively address issues with global and complex supply chains. The second is towards providing better internal technology experiences for employees.

Infosys solutions built on Qualtrics ‘EmployeeXM for IT’ and ‘XM for Suppliers’ enable organisations to deliver personalised experiences. This is achieved by capturing and analysing experience data from the two groups. The solutions built on EmployeeXM for IT helps HR and IT leaders understand how employees feel about their technology experience at work, ranging from IT services to software. This helps organisations improve employee engagement, collaboration, and productivity. To further enhance employee experience, Infosys will pair EmployeeXM for IT with ServiceNow IT Service Management. This enables companies to connect their business operations and service delivery data with employee feedback about their internal IT services.

Supporting procurement, finance and supply chains

Infosys leverages XM for Suppliers to help procurement, finance, and supply chain leaders improve the efficiency of their procurement processes. This is achieved by combining operational data from an organisation’s SAP solutions with real-time supplier insights from Qualtrics. This solution helps improve buyers’ productivity, their relationship with suppliers and improve the satisfaction of internal customers of procurement function.

Dinesh Rao, Executive Vice President and Global Head, Enterprise Application Services, Infosys
Dinesh Rao, Executive Vice President and Global Head, Enterprise Application Services, Infosys

Dinesh Rao, EVP, and Global Head, Enterprise Application Services, Infosys, said, “Companies are increasingly focused on making data-driven decisions. These decisions need to be based on real-time customer and employee insights. We are delighted to engage with Qualtrics, and together help organisations develop and implement experience management solutions and capabilities. These solutions improve process effectiveness and deliver better business outcomes.”

Recently, Infosys collaborated with Syngenta, a leading science-based agri-tech company, to implement multiple Qualtrics solutions and its integration with the SAP ERP solution. Guillaume Manchelle, Global Head of Customer Services and Customer Master Data at Syngenta, said, “Syngenta, a leading global provider of seeds and crop protection products, is a client of Infosys, where the Qualtrics XM Platform™ was integrated with the SAP solution to improve the B2B customer experience.”

RJ Filipski, Global Head of Ecosystem, Qualtrics commented: “Experience management has become key to business success. Customers and employees have higher expectations than ever. Qualtrics’ collaboration with Infosys will help organisations around the world deliver great experiences at scale. By understanding their customers, employees and suppliers and taking action on their feedback.

Enterprise Times:  What this means for business

A few years back Experience Management (EM) was the new frontier for the world’s best-run businesses. It was considered that organisations were disproportionally rewarded when they deliver a great experience. Absolutely punished when they do not. It was considered that experience was becoming the growth engine for business. The rise of digital technology made it easier for customers, employees, stakeholders to evaluate which companies are providing great experiences, and which companies don’t.

Experience Management sounds incredibly simple. However, organisations are complex with different departments containing silos of information. This often make it impossible for businesses to comprehensively manage experience. Qualtrics was the company leading the pack in the arena of experience management. As a result, Infosys’s collaboration with Qualtrics will be one to watch. It is intriguing how Qualtrics solutions will support Infosys Cobalt Cloud offerings to improve customer, employee and supplier experiences.


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