Jollibee Group Launches Global Customer Experience Program with Qualtrics

The Jollibee Group has entered into a multi-year partnership with Qualtrics to launch a comprehensive global customer experience program. This initiative aims to elevate customer interactions across its portfolio of brands, including Jollibee, The Coffee Bean & Tea Leaf, and Smashburger.

Qualtrics, a leader in experience management software, will support the Jollibee Group in consolidating customer feedback from both in-store and digital platforms. This collaboration is expected to streamline feedback analysis, improve case resolution, and provide actionable insights for customer-facing teams.

Marcos Cadena, Global Chief Technology Officer of Jollibee Group, emphasized the strategic importance of the partnership:
"This multi-year agreement reflects our commitment to delivering exceptional experiences across our global store network. By leveraging Qualtrics, we can gather and analyze customer feedback from all touchpoints, enabling us to act quickly and effectively to meet customer needs."

Jacqueline Fuentes, Head of Global Customer Experience at Jollibee Group, highlighted the value of understanding the company's diverse clientele:
"Qualtrics empowers us to better understand and respond to our customers' evolving needs and expectations. With its robust capabilities, we can continuously enhance customer experiences and strengthen our connections with millions of customers worldwide."

Brad Anderson, President of Product, UX & Engineering at Qualtrics, underscored the importance of prioritizing customer experience in today’s competitive landscape:
"In fast-moving markets, companies that succeed are those that deliver exceptional customer experiences. Organizations like Jollibee Group use Qualtrics to capture feedback from multiple channels, deeply understand customer needs, and take proactive, targeted actions where it matters most."

This partnership aligns with Jollibee Group’s ongoing efforts to expand its global presence and strengthen its market position. By leveraging insights from the program, the company aims to foster deeper connections with customers and effectively address their expectations, ensuring sustained growth and customer loyalty.

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