Jollibee partners with Qualtrics to boost customer experience

Jollibee Group has announced a multi-year agreement with Qualtrics to implement a global customer experience programme aimed at improving client interactions across its brands.

Qualtrics, known for their experience management software, has been selected by Jollibee Group to enhance customer experience for its subsidiaries, which include Jollibee, The Coffee Bean and Tea Leaf, and Smashburger. This collaboration is designed to consolidate customer feedback from both in-store and digital platforms.

Marcos Cadena, Global Chief Technology Officer of Jollibee Group, remarked on the significance of the deal, stating, "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 at Jollibee Group, highlighted the importance of understanding their diverse clientele, "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."

Brad Anderson, President of Product, UX & Engineering at Qualtrics, commented on the role of customer experience in business success, "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."

The move to enhance customer interaction through Qualtrics is part of Jollibee Group's ongoing efforts to expand and strengthen its market presence by addressing customer needs and expectations effectively. The insights gained from this programme will be used to promote a stronger connection with customers worldwide.