Tesco Lotus appoints Qualtrics to improve the experience for its millions of customers

Last updated:  October 15, 2020


BANGKOK, OCTOBER 15 2020 Qualtrics, the leader in customer experience and creator of the experience management (XM) category, today announced that Tesco Lotus, one of Thailand’s leading retailers, has selected Qualtrics CustomerXM to improve the customer experience (CX) for its millions of shoppers.

With more than 2,000 stores nationwide and omni-channel offerings, Tesco Lotus wanted to simplify CX management with an integrated, end-to-end view of the company’s entire offering from a single, easy-to-manage platform. This would enable the company to capture and analyse customer feedback in real-time to understand rapidly changing behaviours – which is a key capability during the COVID-19 pandemic – and identify key moments and behaviours impacting the customer journey allowing the retailer to continue serving its customers better across all channels. 

Using Qualtrics CustomerXM, Tesco Lotus will consolidate its multiple feedback platforms to gain a holistic understanding of CX and take actions that drive meaningful impact. This allows the retailer to capture more in-depth insights to improve the CX, while the autonomy enabled by Qualtrics ensures Tesco Lotus can rapidly configure its engagement platforms to focus on key and emerging customer issues and concerns. 

“Tesco Lotus is committed to serving Thailand’s shoppers a little better every day. By choosing Qualtrics CustomerXM as the foundation of our CX platform, we will be equipped with insights to rapidly and accurately understand our customers’ changing behaviours and preferences to deliver a seamless shopping experience across all our channels. The capabilities enabled by Qualtrics are essential as we improve our CX to better respond to challenges created by the COVID-19 pandemic, and capitalise on opportunities in the future,” said Vorawan Phianlikhitwong, Customer Director, Tesco Lotus.

 “In today’s fast changing markets businesses that focus on understanding and improving CX will achieve a strong competitive advantage. Qualtrics is crucial to improving CX due to its ability to capture and distribute real-time insights from across the entire business, which can be easily acted on. Tesco Lotus is demonstrating its unwavering commitment to its customers by selecting Qualtrics, and we are proud to support another leading company in Thailand move their business forward,” said Foo Mao Gen, Head of Southeast Asia, Qualtrics.

Qualtrics CustomerXM serves more customers than all the other providers in the market combined. From digital experiences on mobile and web to brick-and-mortar locations to customer care transactions, Qualtrics helps brands drive immediate bottom-line results and create long-term strategic value for their business. To dive deeper into CustomerXM product innovations, visit this blog post

About Qualtrics

Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organisations manage and improve the four core experiences of business––customer, employee, product, and brand. Over 11,000 organisations 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.