Nayax is unifying customer and employee listening on Qualtrics to create one shared experience discipline, connecting insight with action across the business.
Nayax (Nasdaq/TASE: NYAX) is a global fintech and commerce-enablement, payments and loyalty platform for unattended and omnichannel retail. Founded in 2005 and headquartered in Herzliya, Israel, it employs around 1,100 people across approximately 11 offices and serves merchants in more than 120 countries. Its growth is built on a customer-first, innovation-led culture and a strong habit of listening to its markets.
Rapid growth had outpaced Nayax’s listening model. Its increasingly diverse customer base, from independent operators to enterprise-scale networks could no longer be understood through a single, one-size-fits-all lens. At the same time, employee engagement was measured in a standalone EX tool, separate from the Qualtrics CX programme. Nayax needed one evidence-based experience discipline that could connect customer and employee signals, create a shared board-level language around NPS, Trust and Effort, and turn insight into repeatable action.
From Separate Listening Programmes to One Connected Experience Discipline Nayax first established its customer experience programme on Qualtrics, using customer-centric assessments and continuous lifecycle feedback to turn outside-in signals into action. The pivotal next step was to extend that same discipline to employees, moving the 2026 annual engagement survey onto Qualtrics and creating a common baseline on one platform.
Shared questions and measures now begin to bridge CX and EX, including Effort and alignment with CX strategy. Automatic segmentation routes feedback to the right teams, while Qualtrics APIs connect insight with Snowflake, Salesforce and HubSpot. This brings X-data together with operational and financial data, helping leaders examine the drivers behind NPS, Trust and Effort by segment and translate experience into business decisions.
The programme operates at two levels: shared KPIs give the Board a common language, with NPS established as a company-level OKR, while teams use daily insight to understand why scores move and where action is needed. Next, Nayax plans to extend listening across the employee lifecycle, beginning with new hires, and connect employee and customer data more fully. Future cycles will quantify impact on engagement, retention, customer sentiment, NPS, brand perception and the gap between employee-perceived and customer-actual effort.
Everyone knows that culture eats strategy for breakfast. We understand that culture should be first. Our values of OLAH (Own it, Listen and Learn, Act and Honesty) are the exact ‘How’ we will get both our employees and customers to say: “Nayax cares about me and treats me fairly, I trust Nayax, I feel empowered by it, I have choices and they are transparent about them so I can make educated decisions.”