Case Study: Asia Miles achieves faster insights, cost savings and improved digital CX with Qualtrics

Asia Miles - Customer Case Study

Asia Miles, a leading travel and lifestyle rewards programme with over 12 million members across Asia, needed a faster, more cost‑effective way to understand and act on member needs across 800 partners and nearly 100 annual digital campaigns. The company’s challenge was to be more relevant and personal at key touchpoints—especially its website—by speeding insights, improving research ROI, and closing gaps in the redemption and digital experience.

Using Qualtrics CustomerXM as a single system of action, Asia Miles deployed an always‑on site intercept and brought CSAT and NPS programs in‑house to capture real‑time, segmented feedback (by member tier and value). The result: easy‑to‑use dashboards for executives, faster access to insights, significant time and cost savings from reporting efficiencies, and targeted improvements to the digital and redemption experience that drive higher‑value member actions.

Asia Miles

Paul Smitton

Chief Executive Officer