StarHub ramps up CX with Qualtrics

Image courtesy of StarHub

StarHub chose Qualtrics to increase market share and accelerate growth by helping the telco to decisively identify and bring to market new and optimised products, services, and experiences aligned to the evolving and diverse digital needs and behaviours of consumers in Singapore. 

The multi-year agreement is a key initiative in StarHub’s strategic transformation programme (DARE+), which targets a combined $500 million in cost savings and revenue growth by fiscal year 2026 through an expanded digital product and entertainment offering, and a superior, simplified experience across all customer engagements.

“To drive sustainable and impactful growth in business today, organisations must be able to quickly understand and take action on the greatest friction points and unmet needs in their business,”said Mao Gen Foo, Head of Southeast Asia, Qualtrics. 

Mao said this means that experience management technologies are now a critical tool for every company, leader, and team, and the people-centric focus being adopted by organisations like StarHub is helping drive growth, savings, and productivity for organisations across Southeast Asia and the globe. 

“Aligned with our DARE+ initiatives, StarHub remains committed to exploring new ways to elevate our customer service experience and take it to the next level,” said James Riley, VP of customer lifecycle management at StarHub. 

“The real-time, multi-channel insights and capabilities Qualtrics brings us will be a key driver in understanding our customers better, allowing us to make precise and efficient decisions when it comes to our overall customer experiences,” said Riley.

StarHub expects to be able to continually evolve and scale its customer experience programme to accommodate changing consumer behaviours and product offerings, working closely with the team of XM experts at Qualtrics to optimise its investment. The programme will be implemented by Qualtrics Partner Merkle.