Qualtrics XM Platform aims for an optimized user experience

(Last Updated On: January 29, 2018)

Qualtrics recently introduced the Qualtrics Experience Management Platform (Qualtrics XM Platform), the world’s first and only unified platform for optimising experiences of an organisation’s customers, employees and markets. The platform offers customers an unprecedented opportunity to leverage on both innovative technology and stringent security.

Security concerns continue to rise in the digital era with 87 percent of Singapore consumers stating that it is very important to be able to trust organisations with their personal data, according to a Qualtrics’ The Asia-Pacific Region’s Changing Customer Experience Environment report. Yet, according to a November 2016 KPMG research, most them (70 percent) did not believe that companies are doing enough to so.

“In today’s tech-driven business climate, large amounts of customer and employee data is being stored, analysed and delivered to key stakeholders via the cloud at lightning speed. As such, security management has become more than just an imperative strategy and should be top of mind for all organisations regardless of their size.” said Sunil Pamnani, Senior Regional Lead, Experience Management solutions at Qualtrics, based in Singapore.

According to Pamnani, Qualtrics is a key player in the customer experience (CX) field and among the few SaaS providers in the process of receiving the US Federal Government’s FedRAMP accreditation. The company’s security and data protections meet the requirements of the Singaporean Personal Data Protection Act 2012.

“While there are newer and smaller SaaS start-ups that offer customer and employee experience solutions, they lack robust security that could result in security or data breaches. That’s why it’s good practice to properly vet your software provider. Qualtrics has industry standard questionnaires and comprehensive documentation that assist customers in that vetting process,” Pamnani added.

To better understand security and privacy standards across Software-as-a-Service (SaaS) companies, Qualtrics conducted a SaaS Security Study in 2017 with over 200 information security and privacy decision makers. The respondents were all from software-as-a-service (SaaS) solution providers, with key results including:

  • Less than half (45 percent) of the other SaaS companies conduct vulnerability scans, whereas Qualtrics runs them daily.
  • While Qualtrics provides regular face-to-face training for all employees on security measures, less than half (41 percent) of other SaaS companies do the same.
  • Only around one-third (38 percent) of companies follow a policy of data access prohibition without customer permission.
  • Less than half (47 percent) of surveyed companies report running nightly encrypted backups.
  • Majority of SaaS companies (79 percent) including Qualtrics maintain production backup environments in geographically and geologically distinct areas.
  • 80 percent of surveyed companies and Qualtrics offer robust customer control and individual permissions for accounts.

Minimising downtime is an important aspect in today’s data deluge. Qualtrics aims to deliver the highest service levels and create environments to help organisations measure and analyse high volume of data in real time. Since 2010, Qualtrics has maintained average up-time of 99.97% and remains committed to delivering optimal data security and a seamless experience for users.

Qualtrics’ XM Platform is designed to address demands for cost efficiency, ease of scalability and high security. Its global data centres are available 24/7/365 and account for redundancy within and across its centres, allowing for upgrades and maintenance without any service disruption to users. In addition, Qualtrics also builds ahead to provide excess capacity in each data centre to accommodate projected growth, spikes, demand, and data centre failovers.

Within the Southeast Asia region, Qualtrics is already working with several notable clients in Singapore across various sectors, including financial services organisations like OCBC Bank; educational establishments such as United World College Southeast Asia (UWCSEA) and the National University of Singapore (NUS); and others such as Agoda, Fuji Xerox Asia Pacific, Nestlé and local Singaporean logistics leader, Singapore Post.