Qualtrics XM selected by LIXIL to improve customer and employee experience

Last updated:  July 7, 2020


TOKYO, July 7, 2020 Qualtrics, the leader in customer experience and creator of the experience management category, today announced LIXIL Corporation (LIXIL), maker of pioneering water and housing products, has selected the Qualtrics Experience Management (XM) Platform™ to deliver improved experiences meeting the rapidly changing needs of customers and employees in Japan and across the globe.

Born in Japan, LIXIL is one of the world’s leading makers of water and housing technology productions, home to some of the most trusted names in its industry, including INAX, GROHE, American Standard, and TOSTEM. Today, LIXIL is a global enterprise with approximately 75,000 employees in more than 150 countries worldwide. Over one billion people use its products every day. 

The company has been promoting digital implementation as part of its approach to enhance the experience of its employees and get closer to its consumers. LIXIL recently implemented the Qualtrics XM Platform to comprehensively collect, analyze, and centrally manage employee and end-user feedback, with the aim of improving employee engagement and becoming more consumer focused.

“Research shows companies with engaged workers grew revenues 2.5 times as much as those with low engagement levels. By selecting the Qualtrics XM Platform™ to improve its customer experience (CX) and employee experience (EX), LIXIL is reinforcing the link between the two disciplines and gaining access to rapid insights helping the business move forward,” said Satoru Kumashiro, Country Manager for Qualtrics in Japan.

“As businesses respond to the market uncertainty caused by the COVID-19 pandemic, Qualtrics research revealed demonstrating an employee and customer first mindset are the key drivers of brand trust in today’s new normal. Through its efforts, LIXIL is demonstrating the investment the company is making to ensure customers and employees feel safe and supported at this time,” added Kumashiro.

LIXIL has sought to achieve sustainable growth by creating an environment where employees with diverse backgrounds can thrive with a sense of purpose and an entrepreneurial spirit. Since 2012, the company has partnered with external survey companies to conduct employee awareness surveys for its global workforce. This traditional approach has been time-consuming and costly, making it difficult to find out the needs of employees in real time. 

By implementing Qualtrics EmployeeXM, the company is able to complete the entire employee engagement process in-house, from question setting, survey distribution, progress management, through to results analysis. In addition to the increased flexibility, the time required has reduced from three months to two weeks, leading to a significant improvement in operational efficiency.

“Our people are core to LIXIL’s value creation, developing unique solutions for our consumers and driving positive changes in the communities we work and live. At LIXIL, we have been enhancing our workplace to enable employees to fully contribute their abilities every day. Yet as the world of work is rapidly changing, we know it is important to listen to the voice of employees, analyze issues, and improve their experiences in real time,” said Ms. Jin Montesano, Chief People Officer at LIXIL.

“By implementing Qualtrics EmployeeXM as part of our digitalization journey, we have been able to collect feedback from 24,000 employees in Japan in as little as two weeks and reflect their feedback into our policies to drive improved engagement. We now look to implement these activities in our overseas regions and take a strategic digital approach to enhance our employee experience and strengthen our organizational capabilities worldwide,” Jin added. 

In addition to Human Resources, the company’s Marketing function is also advancing its strategy to develop consumer-centric and differentiated products, services and business models in order to enhance its competitiveness. As part of this effort, Qualtrics CustomerXM has been implemented in showrooms across Japan, providing LIXIL with in-depth, real-time analysis of consumer feedback and enabling the company to improve its customer service operations and visitor experience at each showroom.

“Through our digital transformation journey, we are getting closer to our consumers, enabling us to better understand and respond to their needs. As part of this effort, we introduced Qualtrics CustomerXM at our showrooms in Japan, which is an important point of contact with end users who use our products. By gathering opinions in real time and exploring consumer needs related to our products and services, we will be able to improve the overall experience and achieve further differentiation,” said Mr. Yugo Kanazawa, Chief Digital Officer at LIXIL. 

For more information on the Qualtrics system of action, please visit: https://www.qualtrics.com/.

About LIXIL

LIXIL makes pioneering water and housing products that solve everyday, real-life challenges, making better homes a reality for everyone, everywhere. Drawing on our Japanese heritage, we create world-leading technology and innovate to make high quality products that transform homes. But the LIXIL difference is how we do this; through meaningful design, an entrepreneurial spirit, a dedication to improving accessibility for all, and responsible business growth. Our approach comes to life through industry leading brands, including INAX, GROHE, American Standard, and TOSTEM. Approximately 75,000 colleagues operating in more than 150 countries are proud to make products that touch the lives of more than a billion people every day. LIXIL Group Corporation (TSE Code: 5938) is the listed holding company for LIXIL’s portfolio of businesses. 

About Qualtrics

Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business––customer, employee, product, and brand. Over 11,000 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)––the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. To learn more, please visit qualtrics.com.