Infosys, Qualtrics to enable enterprises offer personalized experiences


Infosys has joined forces with American experience management (XM) company Qualtrics with an objective to help enterprises deliver personalized experiences.

In this connection, the Indian IT services provider has set up a Qualtrics center of excellence for bringing solutions on Qualtrics to the market.

According to Infosys, the solutions are a part of Infosys Cobalt cloud offerings and are said to assist clients in boosting their customer, supplier, and employee experiences.

Infosys claimed that the competencies created by it are across all Qualtrics solutions. However, there is a focused collaborative effort in two major areas, of which the first is towards enhancing the procurement experience for buyers and suppliers to address issues effectively with global and complex supply chains.

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The second is towards offering improved internal technology experiences for employees.

Infosys, Qualtrics to enable enterprises offer personalized experiences

Infosys, Qualtrics to enable enterprises offer personalized experiences. Photo courtesy of Infosys Limited.

R.J. Filipski — Qualtrics Global Head of Ecosystem said: “Experience management has become key to business success as customers and employees have higher expectations than ever.

“Qualtrics’ collaboration with Infosys will help organizations around the world deliver great experiences at scale by understanding their customers, employees and suppliers and taking action on their feedback.”

Infosys solutions developed on Qualtrics’ ‘EmployeeXM for IT’ and ‘XM for Suppliers’ are said to help organizations to provide customized experiences through the capture and analysis of experience data from the two groups.

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HR and IT leaders can use the solutions built on EmployeeXM for IT to understand how employees think about their technology experience at work, ranging from IT services to software, said Infosys.

Furthermore, the Indian IT giant claimed that with Qualtrics solutions, organizations can enhance employee engagement, collaboration, as well as productivity.

To further boost employee experience, Infosys will be pairing EmployeeXM for IT with ServiceNow IT Service Management to help firms link their business operations and service delivery data with feedback of employees on their internal IT services.

Infosys said that it makes use of XM for Suppliers to assist procurement, finance, and supply chain leaders in boosting the efficiency of their procurement processes through the combination of operational data from an organization’s SAP solutions with real-time supplier insights delivered by Qualtrics. The Indian IT major said that the solution will help in enhancing the buyers’ productivity, their relationship with suppliers, and enhance the satisfaction of internal customers of procurement function.

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Dinesh Rao — Infosys EVP, and Global Head, Enterprise Application Services said: “Companies are increasingly focused on making data-driven decisions based on real-time customer and employee insights.

“We are delighted to engage with Qualtrics, and together help organizations develop and implement experience management solutions and capabilities which improve process effectiveness and deliver better business outcomes.”

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