Space Matrix Partners with Qualtrics to Redefine the Customer Experience Journey


Last updated:  May 15, 2019

Asia’s leading workplace design and build consultancy uses Qualtrics ResearchCoreTM to drive innovative solutions and provide superior customer experiences

Space Matrix integrates operational and experience data to better understand customer behaviours, and how to best respond to them

SINGAPORE, 15 May 2019 — Qualtrics, the leader in experience management, today announced Space Matrix, Asia’s leading workplace design and build consultancy, will deploy Qualtrics Research Core™ to better understand client preferences by using more detailed insights and increasing the volume of feedback used in projects.

Space Matrix works with organisations across the globe to design and build profitable, sustainable, and future-ready workplaces. The projects can be complex, need to rapidly incorporate feedback from multiple stakeholders throughout the build, and have long lifecycles. Providing an enhanced Client Experience is core to the firm’s strategy.

Using Qualtrics ResearchCore, Space Matrix is transforming its approach to customer experience to create a more comprehensive and valuable offering. The dynamic research tool empowers the consultancy to capture and monitor feedback from every user involved in the project in real-time. This significantly expands the volume of project insights, enabling the company to better manage and respond to clients’ expectations, drive deeper engagement, and strengthen the voice of stakeholders to uphold its own culture of excellence in design, execution, and client servicing.

“Our customers’ experience and providing a seamless journey for them is pivotal to the Space Matrix culture. The insights learned through the Qualtrics ResearchCore platform enable Space Matrix to further cut through the complexities involved with delivering consistent and superior customer experiences in workplace design and enable us to better understand the moments that matter to our customers and arrive at decisions that are based on facts and figures. Qualtrics ResearchCore gives each user a voice, and as a result, we can consider and action more feedback at different stages of the build,” continued Arsh Chaudhry, CEO, Space Matrix.

Using data around market trends and opportunities helps Space Matrix close experience gaps by understanding customer behaviours, and how to best respond to them. It also helps personalise engagements with target users at different stages of the customer journey, from pre-occupancy to post-occupancy, empowering Space Matrix to deliver exceptional customer experiences.

“Workplace cultures are proven to positively impact a company’s bottom line, and they’re always evolving to accommodate the needs of the workforce. For workplace design and build consultancies this means they must be able to provide a positive experience by rapidly sharing insights with the right people, responding to changes, setting action plans, and tracking improvements. Qualtrics is delighted to partner with Space Matrix as the company takes a data-driven approach to deliver the designs clients truly desire,” said Foo Mao Gen, Head of Southeast Asia, Qualtrics.

Find out more information about the Qualtrics XM Platform visit: www.qualtrics.com.

About Space Matrix

Founded in 2001, our design practice has evolved into a dynamic, agile, 21st century digital enterprise; a design consultancy that specialises in workplace design. We have developed a unique client focus that creates and delivers profitable, sustainable and future-ready workplace solutions. Our continuing mission aims to continue revolutionising the delivery of design and build services in both Asia and globally. We have relevant project experience in over 55 cities and 14 office locations in Australia, China, Hong Kong, India, the Philippines, Thailand, Singapore (HQ), and the United States. Teamwork, Integrity, and Excellence guide the selection of our clients, the relationships with our business partners, the recruitment of our team members, and the delivery of our services. Our firm has over 400 professionals globally and continues to push the boundaries in workplace transformation.

With a commitment for design excellence, Space Matrix consistently ranks in Interior Design Magazine’s Top 100 Design Giants and has won multiple International Property Awards.

About Qualtrics

Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 10,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. To learn more, and for a free account, please visit www.qualtrics.com.

In Southeast Asia, Qualtrics powers brands like OCBC Bank, Singtel, Thai Airways International, Fuji Xerox Asia Pacific, Nestlé, Scoot, Singapore Post, and educational establishments such as United World College Southeast Asia (UWCSEA) and the National University of Singapore (NUS).