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TMB selects Qualtrics CustomerXM to improve customer experience

Last updated:  June 11, 2020

Leading Thai financial services provider bolsters CX capabilities to create better customer experience with Qualtrics CustomerXM

BANGKOK, JUNE 11, 2020 Qualtrics, the leader in customer experience (CX) and creator of the experience management (XM) category, today announced that TMB Bank, one of Thailand’s leading banks, has selected Qualtrics CustomerXM to improve services and experiences for its 10 million customers.

Selecting Qualtrics CustomerXM is a key milestone in TMB’s CX transformation, and is a critical pillar in the bank’s omni-channel platform, which is crucial for servicing customers in the current situation impacted by Covid-19. TMB will use Qualtrics CustomerXM to collect, analyse, and act on insights from its nationwide branches, digital and social channels, and contact centers.

Managing its CX through a single platform enables TMB to scale to meet the needs of the combined TMB and Thanachart Bank customer base.  

TMB will increase its speed to insights, volume of customer responses, and unlock more in depth feedback to act on with Qualtrics CustomerXM. In order to operate at the speed of business, the bank can instantaneously and autonomously optimise and modify customer feedback surveys directly on the platform. The artificial intelligence and machine learning capabilities of Qualtrics TextiQ allow TMB to analyse, integrate, and take action on unstructured data and emerging trends collected from social and digital channels.  

“Qualtrics allows TMB to take complete ownership of the survey creation process. The capabilities enabled empower our teams to deliver a better service for our customers, and ensure our business operations can grow and evolve in real-time to satisfy changing demands and market dynamics. Being able to take a pro-active approach to our CX at TMB allows us to be more competitive in Thailand’s banking industry, and we’re looking forward to delighting our customers at every stage of their journey with us,” said Nuntaporn Tangcharoensiri, Head of Customer Experience CoE, TMB Bank Public Company Limited.

With Qualtrics CustomerXM, TMB has gained access to one of the industry’s most trusted and secure enterprise-grade research platforms. The proactive measures taken by the bank ensure it is compliant with new data protection regulations being implemented in Thailand, including the Personal Data Protection Act (PDPA), and in other regions.

“There is a major shift in CX across Thailand as organisations look to bring related initiatives back in house, and implement new systems in preparation for upcoming data regulation laws. In this era of change, financial service providers like TMB require robust, agile, and easy-to-use platforms that can be rapidly configured to meet the needs of the business and ensure customers remain unaffected by any changes. Qualtrics is pleased to play a critical role in this exciting phase of growth and transformation at TMB,” Foo Mao Gen, Head of Southeast Asia, Qualtrics.

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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.

About Qualtrics CustomerXM

CustomerXM allows companies to predict, deliver, measure, and respond specifically to customer needs, in order to improve the customer experience and impact key business outcomes such as customer lifetime value, acquisition, and retention. To learn more, visit 

About TMB

TMB is one of leading banks in Thailand that operates under ‘Make REAL Change’ philosophy and aim to enable Thai people to achieve their life goals by redefining Thailand’s banking landscape.  We are committed to deliver a series of life-long financial solutions and the best branded customer experience to enhance the Thais’ financial well-being.