Jakarta, 21 May 2021. PT XL Axiata Tbk (XL Axiata) collaborates with Kantar and Medallia in providing an IT platform as a strategy to improve customer experience and employee experience. Medallia will help provide an IT platform for measuring customer and employee experience. Meanwhile, Kantar will provide support to XL Axiata in implementing the IT platform, as well as providing consultations based on input from customers and employees in real time.
Group Head of XL Axiata Customer Value & Experience Management, Georgios Bourazanis said, "We welcome the collaboration with Kantar and Medallia which is part of the implementation of XL Axiata's digital transformation agenda. This collaboration is one of our efforts to be able to continue to provide the best experience to customers. The platform from Kantar and Medallia will conduct analysis, among others, based on customer habits and location. We hope that we will be able to improve the quality of the customer experience according to their expectations and needs. "
Georgios added, XL Axiata customers are spread widely throughout Indonesia, with various needs and also various obstacles or problems they experience. Later, with interaction through the application, customer input will be obtained directly so that it can be responded immediately. Thus, the direct impact that will be felt by customers is the faster XL Axiata responds to their needs, such as personalized offerings and other service improvements.
Ms Irence Wee, Head of Channels Partner Ecosystem, Medallia APAC & Mr Nithi Kumar, Regional Head of Experience, Kantar APAC said, “Our partnership with XL Axiata is a testament to Medallia and Kantar's proven capabilities in helping telecommunication companies around the world to optimize the experience in digital channels and contact centers. We look forward to work closely together to provide a great customer and employee experience for XL Axiata. "