QUALTRICS
YUSDI SANTOSO TITLE : HEAD OF CUSTOMERXM SOLUTIONS STRATEGY EMEA
INDUSTRY : COMPUTER SOFTWARE IT LOCATION : UNITED KINGDOM
While XM is about listening to every stakeholder , whether external or external to the organisation - giving the company a detailed understanding of every individual and then using that to take the right actions to deliver an exceptional experience .
Qualtrics is the only software platform that helps brands continually assess the quality of the four core experiences of customers , employees , products and brands . The platform is powering experience management programs at 13,500 global clients - from Japan to Europe and the US - including Disney , BMW and Barclays .
According to Santoso , the platform is easily scalable thanks to automated actions which include identifying the best way to close the loop with a customer , whether 1 to 1 or 1 to many . “ We are moving away from manual follow-up to creating repeatable , automated actions to ensure that you can easily scale the impact across the organisation every time ,” he said .
EXECUTIVE BIO
Yusdi heads the Customer
Experience solutions for Qualtrics EMEA . Yusdi is a seasoned Experience Management and Strategy leader with over a decade of experience advising and working closely with senior management teams to set up , refine , and communicate XM strategy and relentlessly execute customer-centric transformation programs .
Prior to Qualtrics , Yusdi was part of the customer-centricity team of the Boston Consulting Group and more recently led the Professional Services delivery team and Product Strategy for Medallia .
Yusdi has advised various global organisations on strategic and transformational topics . He has more than 30 major XM transformations across various sectors under his belt .
Yusdi has a Bachelor degree in Computer Engineering from NTU Singapore and PhD in biophysics from University of Oxford .