Kantar TNS, the research agency, and Qualtrics, the experience management platform, signed a global partnership to help organisations put customers at the heart of their business. The strategic alliance brings together Kantar TNS’s worldwide network of customer experience research, end-to-end platform implementation, smart analytics and activation, with the Qualtrics Experience Management Platform.
In today’s fragmented marketplace, it’s never been more important for businesses to create memorable experiences for customers across the touchpoints and moments that really matter. Furthermore, 91 per cent of business leaders believe customer centricity is a top priority and is essential to driving growth. The partnership aims to close the experience gap for organisations at a time when connectivity is rapidly reshaping the brand and customer experience landscapes.
The partnership and global solution will provide clients with holistic customer experience capability, delivered through integrated technology, to identify, optimise and activate customer insights for lasting engagement and maximum return. Additionally, by tapping into the wider Kantar and parent company WPP networks, the partnership will offer benefits including access to brand insight, consumer data, market comparisons and industry intelligence.
Philips is one of the global organisations to benefit from the alliance having adopted the new solution for their long-term customer experience program. Robbert Seeger, Head of Global Consumer Care at Philips, shared, “Together with our partner Kantar TNS, we have taken our customer experience program aimed at fulfilling customer needs across our global service operations to the next level. The implementation of the Qualtrics Experience Management Platform was fast and brings the voice of our customers instantly into our organisation. Our employees are excited about the user-friendly customer insights through analytics and the real-time tooling. In short, this approach helps to improve our services for our valued customers, every single day!”
Richard Ingleton, CEO at Kantar, said, “We live in an age where experiences are the key point of differentiation. For businesses, success comes from understanding customer expectations, tapping into their emotions and designing products and services which create positive, memorable experiences. Our partnership with Qualtrics will allow our clients to truly embed a customer focus throughout their organisation and create strong customer relationships.”
John Torrey, Chief Corporate Development Officer at Qualtrics, added, “We have long believed that experiences are a vital element and a main distinction of every successful business. We are proud to partner with Kantar TNS to offer full-service customer experience solutions combining our unique, advanced Experience Management Platform and Kantar TNS’s world-class consulting, implementation and managed services.”