Technology

Jollibee chooses Qualtrics to predict, anticipate customer needs with AI-powered solutions

Photo: Jollibee

January 9, 2025

Chicken brand Jollibee has selected Qualtrics to provide the feedback collection (through digital surveys), omnichannel analytics (analyzing unstructured feedback like store reviews or customer service call logs) and recommends actions organizations should take to address friction points and market opportunities, according to a press release.

Qualtrics will provide the following for the brand:

• Capture comprehensive feedback. Gather customer feedback through various channels, including digital surveys, social media monitoring, and analysis of unstructured data like customer service calls and online reviews.
• Gain deeper insights. Leverage advanced analytics to understand customer sentiment across all touch points, identify key drivers of satisfaction and dissatisfaction, and uncover hidden trends and opportunities.
• Predict and anticipate customer needs. Utilize AI-powered capabilities to forecast customer behavior, anticipate their evolving needs and expectations, and proactively address potential issues before they impact customer satisfaction.
• Drive actionable outcomes. Receive actionable recommendations on how to improve customer experiences, address friction points, and capitalize on market opportunities.

"The multi-year agreement underscores our commitment to delivering exceptional experiences for our global store network," Marcos Cadena, global chief technology officer of the Jollibee Group, said in the release. "By leveraging Qualtrics, we can consolidate customer feedback from in-store and digital touchpoints, accelerate case resolution, and provide actionable insights for our customer-facing teams."

Brad Anderson, president of product, UX and engineering for Qualtrics, said companies that win and success in today's fast-moving markets prioritize delivering great experiences.

"Thousands of organizations across the globe, including the Jollibee Group, are using Qualtrics to improve their customer experience by capturing feedback from multiple channels to deeply understand the needs and expectations of their customers and take fast, targeted, and proactive action when and where it matters most," Anderson said in the release.