XL Axiata makes moves in CX and EX to nab preferred telco title by 2023


Indonesia’s key telecommunication service XL Axiata has partnered with Kantar and software firm Medallia to drive the customer and employee experience strategy. Kantar is the implementation partner to XL Axiata, utilising the Medallia Enterprise feedback management system to capture, analyse and act on feedback from customers across and journeys, while supporting employees across critical journeys to ensure a high performing customer centric organisation.

Through this system, XL Axiata will be prioritising actions based on customers and employees feedback in order to be the most preferred telco in Indonesia by 2023.

The partnership with XL Axiata helps identify, optimise and activate action in the customer and employee journeys and touchpoints for driving loyalty and ensuring best in class customer centric transformation in XL Axiatas processes.  This approach brings about a seamless connection between customers and employees, responding quickly on pressing concerns in the new normal while adapting to fast changing customer needs.

Group head customer value and experience management XL Axiata, Georgios Bourazanis, said, " This collaboration is one of our efforts to be able to continue to provide the best experience to customers. Medallia will help provide an IT platform for employee and customer experience programs. Meanwhile, Kantar will provide support to XL Axiata in implementing the IT platform, as well as provide consultation based on input from customers and employees”.

Irence Wee, head of channels partner ecosystem, Medallia APAC & Nithi Kumar, regional head of experience, Kantar APAC said, “Our partnership with XL Axiata is a testament to Medallia’s & Kantar’s proven capabilities in helping telcos across the globe to optimise experiences at digital and contact centre channels. We look forward to working closely with to deliver incredible customer and employee experiences for XL Axiata.”