Qualtrics - Establishing the 'Experience Management' Category

Qualtrics is the creator and leader of the Experience Management (XM) category. Their software helps organizations manage and improve the four core experiences of business: customer, employee, product, and brand.  

At a Glance

• Client: Qualtrics
• Industry: Experience Management (XM) / SaaS
• Services: Category Creation, Data-Driven PR, Media Relations

Qualtrics and PRecious Communications Case Study Highlights

1. Established "Experience Management" as a critical business category through localized data studies and sustained media education.
2. Drove 800+ pieces of coverage to define and dominate a new market category across Southeast Asia.
3. Built trust for a new industry category by leveraging customer wins and data-led narratives to secure 240+ Tier-1 features.

[caption id="attachment_16393" align="aligncenter" width="1920"] Learn how PRecious Communications helped Qualtrics define the Experience Management category in SEA, securing 800+ pieces of coverage and 240+ Tier 1 features.[/caption]  

Overcoming the "Generic Data" Trap to Define a New Category

Qualtrics faced a complex dual challenge in Southeast Asia (Singapore, Thailand, Malaysia). First, they needed to build brand awareness. Second, and more difficult, they had to define and drive recall for a completely new category—Experience Management (XM). The market understood "Customer Service" or "HR," but "XM" was an abstract concept that needed to be proven as a business essential.

The Strategic Insight: Category Creation via Hyper-Localized Data

You cannot launch a new category with generic global data. It feels irrelevant to local stakeholders. We utilized a category-creation strategy anchored in "Local Data, Local Relevance."

• Data-Led PR: We conducted surveys and studies specific to Southeast Asian markets. This allowed us to generate headlines about local workforce and consumer trends, rather than importing US-centric data.
• Tangible Outcomes: We demystified "XM" by mapping the concept to hard business outcomes, such as employee retention rates and customer satisfaction scores.
• Broad Spectrum Targeting: We targeted a broad spectrum of media—Consumer, HR, Brand, and Tech—to demonstrate that XM is not just a niche IT tool, but a fundamental layer of business strategy.

Measurable Results: Tier-1 Dominance and Category Validation

The campaign successfully established Qualtrics as the trusted authority on Experience Management, effectively validating the category in the region.

• Explosive Coverage Growth: Generated close to 800 pieces of coverage in a single year (2020).
• Tier-1 Dominance: Secured more than 240 pieces of coverage in Tier 1 publications, including The Straits Times, The Business Times, CNA, and Human Resources Online.
• Customer Validation: We amplified the voices of local customer wins through joint interviews, providing the social proof necessary to make the XM category feel established and safe for adoption.

The PRecious Perspective: Anchor Category Creation in Hyper Localised Business Data

The Diagnostic: If your strategic mandate is to define and dominate an entirely new software category, relying on generic global data will guarantee failure. C suite executives will immediately dismiss imported statistics as irrelevant to their challenges. The Strategic Pivot: To successfully launch an abstract business concept, you must anchor your category creation strategy in hyper localised data that proves commercial necessity. The Commercial Engine:

• Commission bespoke surveys to generate market specific workforce or consumer trends.
• Map abstract software concepts directly to hard local business outcomes like employee retention rates.
• Provide the tangible data hook that transforms a standard software pitch into a critical business news story.

The Bottom Line: This data driven validation provides the social proof necessary to make a new category feel established, building the immense trust required to secure enterprise adoption.