Qualtrics has confirmed that it is supporting the Jollibee Group’s expansion with its customer experience platform. Qualtrics first announced the news in April 2024 when it revealed the firm had selected Qualtrics Experience Management in Asia. This week it revealed that Jollibee would be leveraging Qualtrics XM to support its growth plans in the UK.
The Jollibee Group selected Qualtrics XM to help them improve the customer’s experience across its brands worldwide. Including Jollibee, The Coffee Bean and Tea Leaf, and Smashburger. In the UK, it has twelve restaurants under the Jollibee brand. The European expansion was fuelled by a £50 million investment in Europe, £30 million of which was allocated to the UK. It plans to have 25 restaurants open by the end of 2025.
Qualtrics has now confirmed a multi-year agreement for Qualtrics XM. Marcos Cadena, Global Chief Technology Officer of the Jollibee Group, said, “The multi-year agreement underscores our commitment to delivering exceptional experiences for our global store network. By leveraging Qualtrics, we can consolidate customer feedback from in-store and digital touchpoints, accelerate case resolution, and provide actionable insights for our customer-facing teams.”
Jacqueline Fuentes, Head of Global Customer Experience of the Jollibee Group, added, “Qualtrics enables us at the Jollibee Group to better understand our diverse customer base, helping ensure that we meet their evolving needs and expectations. Qualtrics provides the capabilities and insights we need to continuously enhance our customer experiences and build stronger connections with the millions of customers we serve worldwide.”
Enterprise Times: What does this mean
Qualtrics is already the leader in the experience management category, with 18,000 brands and 99 of the top 100 solutions using its platform. Jullibee Group is another major firm to opt for Qualtrics. In 2023, the food giant opened 658 restaurants worldwide. It achieved 15.2% revenue growth to 244,107 Php Mn (around £3.45 Billion). The firm employed 36,277 people.
Qualtrics continues to win major corporations onto its customer base. The delay in the announcement between April and September is unusual, and the most recent announcement does not seem to add much to that given in April. The inference is that the solution is now live, though, without specifically being stated.
Brad Anderson, President of Product, UX & Engineering, Qualtrics, said, “Companies that win and succeed in today’s fast-moving markets prioritize delivering great experiences their customers love. Thousands of organizations across the globe, including the Jollibee Group, are using Qualtrics to improve their customer experience by capturing feedback from multiple channels to deeply understand the needs and expectations of their customers and take fast, targeted, and proactive action when and where it matters most.”
