Fundamental shift in customer behavior, says Lange
Bengaluru-headquartered Sonata Software (NSE: SONATSOFTW) (BSE: 532221), with a global presence, including key regions North America, the UK, Europe, APAC and ANZ, says its partnership with the US-headquartered Qualtrics is for delivering a comprehensive, technology-driven customer experience management solution for global enterprises.
This collaboration combines Qualtrics’ best-in-class XM for Customer Experience™ suite with Sonata Software’s global systems integration services and extensive consulting, measurement and implementation capabilities powered by Sonata CX.
The end-to-end offering is designed to help enterprises meet rising customer expectations, deliver hyper-personalised experiences and reimagine customer-brand relationships while enhancing operational efficiency and service quality.
By integrating deep technological capability with human-centred insight, this partnership enables organisations to effectively listen, understand and act on customer feedback across all touchpoints.
Combining the Qualtrics AI-powered experience management platform that enables organisations to collect and analyse customer feedback in the moment across multiple channels with Sonata Software’s proven delivery expertise and Sonata CX’s field-based measurement solutions – including mystery shopping, compliance audits, and strategic CX consulting – clients can evolve their customer experience operations and foster a culture of continuous improvement at scale, by combining best in class digital and physical evaluations.
“Organisations stand to gain an estimated US$1.3 trillion by using AI to better understand and improve the experiences they deliver to customers,” said Sean Holcombe, Global Head of Strategic Sales, Partner Ecosystem and GTM Excellence at Qualtrics, a leader and creator of the Experience Management (XM) category.
“Combining Qualtrics innovative AI-powered CX platform with Sonata CX enables organisations to build industry leading experience management programs that ensure consistency, efficiency, and loyalty at every stage of the customer journey,” he said on 27 May.
“The global customer experience management market size is expected to grow significantly in the coming years, driven by a fundamental shift in customer behavior and heightened competition for delivering superior experiences across physical and digital touchpoints,” said Anthony Lange, Chief Revenue Officer at Sonata Software.
“Our collaboration with Qualtrics offers clients a powerful fusion of technology, insight, and execution, enabling them to not just listen to their customers but to truly understand and respond meaningfully across physical and digital customer touchpoints in real-time.”
With a global reach of more than 80 markets, this partnership supports cross-industry clients in their quest to deliver exceptional experiences that distinguish their brands in an increasingly competitive landscape. Both companies bring decades of experience managing complex, global programmes, by a shared commitment to innovation, scalability, and impactful outcomes. Fiinews.com
