Story
Qualtrics
Alibaba GroupAlibaba Group Extends Strategy and Research Across Research and Listening
Alibaba Group, a consumer discretionary organization in China, uses Strategy and Research from Qualtrics to support research and listening for CX and people teams.
CX and people teams at Alibaba Group review experience feedback in Strategy and Research rather than in personal files.
“In China, CX and people teams already knew where experience feedback went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.”
“Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because experience feedback has a clear owner |
| Risk and compliance | Strategy and Research is the governed place CX and people teams use for research and listening |
| Capability | New joiners can see how research and listening actually runs |
Story
Alibaba Group did not need another dashboard that nobody opened. It needed research and listening to move. In China, CX and people teams already knew where experience feedback went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Strategy and Research from Qualtrics is now in that path. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. The company treats it as production tooling for research and listening, which is why CX and people teams live in it rather than exporting from it once a quarter.
Alibaba Group can show how experience feedback is handled today. That is the value: a repeatable way to run research and listening on software the rest of the industry already recognizes.
