Provider of telecommunications, entertainment, and digital services in Singapore, StarHub, has embarked on a multi-year agreement with Qualtrics, a provider of experience management (XM) solutions. The collaboration is aimed at condensing customer experience initiatives within the organisation, in a bid to bolster market share and quicken growth.
The partnership seeks to determine and actualise market delivery of new and enhanced products, services, and customer experiences. The collaboration between the two companies is a fundamental part of StarHub's strategic transformation programme named DARE+, targeting a joint $500 million in cost savings and revenue growth by FY2026.
Mao Gen Foo, Head of Southeast Asia at Qualtrics, highlighted the need for today's organisations to quickly identify and act on the main friction points and unmet needs, making experience management technologies a crucial tool. He emphasised that the people-centric approach adopted by firms like StarHub is fostering growth, savings, and productivity for organisations across Southeast Asia and globally.
"Aligned with our DARE+ initiatives, StarHub remains committed to exploring new ways to elevate our customer service experience and take it to the next level", said James Riley, Vice President of Customer Lifecycle Management at StarHub. He went on to note that the real-time, multi-channel insights and capabilities Qualtrics brings will be key in understanding their customers better, enabling them to make precise and efficient decisions concerning their overall customer experiences.
StarHub's customer experience programme will continually evolve to accommodate changing consumer behaviours and product offerings. They plan to work hand in hand with the team of XM experts at Qualtrics to optimise their investment. The implementation of the programme will be carried out by Qualtrics Partner Merkle. The collaboration between StarHub and Qualtrics represents a commitment to turn StarHub's transformation programme into a reality. It seeks to simplify and elevate the experiences for their customers while expanding the company's digital product and entertainment offerings. This, in turn, promises significant rewards for their bottom line with an anticipated $500 million in growth and cost savings by 2026.
StarHub selection of Qualtrics signifies that the organisations recognise the value of an inclusive strategy for designing and improving experiences inclusive of customers, employees, products, and brand as an integral factor for business success. By leveraging Qualtrics XM platform, StarHub is expected to deliver a superior customer experience, resulting in further growth opportunities and a strengthened market position, according to a statement from the company.