CX Partnership for Kantar TNS and Qualtrics

Kantar TNS has formed a global partnership with experience management specialist Qualtrics, aiming to 'provide clients with holistic customer experience capability'.

Qualtrics defines four 'core experiences of business' - customer, product, employee and brand - and integrates their management on one platform. The platform offers flexible role-based dashboards, case management, full CRM integration, and intelligent features built on AI, machine learning and advanced analytics.

The new partnership pairs this with Kantar TNS' global customer experience research, end-to-end platform implementation, smart analytics and activation to provide 'holistic customer experience capability, delivered through integrated technology, to identify, optimize and activate customer insights for lasting engagement and maximum return'.

Robbert Seeger, Head of Global Consumer Care at Philips - which is an early customer of the new partnership - comments: '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 organization. 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'.

Kantar CEO Richard Ingleton (pictured) says business success now comes from 'understanding customer expectations, tapping into their emotions and designing products and services which create positive, memorable experiences'. He adds: 'Our partnership with Qualtrics will allow our clients to truly embed a customer focus throughout their organization and create strong customer relationships'.

More information on the partnership is at www.qualtrics.com/partnerships/kantar . The research firm is online at www.tnsglobal.com .