HR Technology

ServiceNow and Qualtrics join forces to help deliver next-gen EX and customer service

In an effort to enable clients deliver next-generation employee experiences and customer service, ServiceNow and Qualtrics have announced a strategic partnership. Through this partnership, the two forces aim to leverage the power of ServiceNow’s digital workflows with Qualtrics’ experience management technology on a single platform. 

The platform will empower companies to bring sentiment data from Qualtrics into ServiceNow Customer and IT Workflows, to quickly act on customer insights with digital workflows, increasing employee productivity, and enhancing customer loyalty. The two powerhouses will also expand their use of each other’s solutions to unlock productivity across their respective companies. 

With the following new joint solutions, companies will be able to bring experience data from Qualtrics into ServiceNow Agent Workspaces to visualize performance, uncover key drivers of service satisfaction, and easily act on those insights.:

  • Experience Management for IT: Combining Qualtrics EmployeeXM™ for IT with ServiceNow IT Service Management to enable companies to connect their business-critical operational and service delivery data with employee feedback on a company’s internal IT services on a single platform. IT teams will be able to measure the effectiveness of their internal technologies, optimize service management processes, and provide seamless digital experiences as companies permanently shift to a remote or hybrid work model.
  • Experience-led Customer Service: Bringing together Qualtrics CustomerXM™ with ServiceNow Customer Service Management will give service agents and managers the tools they need to automatically trigger workflows based on feedback, uncover drivers for customer satisfaction, improve cost-to-serve, and increase content effectiveness.

“Empathy at mass scale is the business differentiator of the 21st century,” said ServiceNow President and CEO, Bill McDermott.

“The digital world demands tailored, seamless, and integrated experiences for every customer and employee. Our partnership with Qualtrics will help customers turn insights into action and redefine the experience economy,” added McDermott.

“Businesses succeed or fail based on the experiences they deliver and experience data has become the most valuable data in every organization,” said Qualtrics CEO Zig Serafin. “Our partnership with ServiceNow is the best of both worlds for our customers, who’ll be able to use data and insights to drive real-time action and deliver incredible experiences for the new way of work.”

The need to integrate employee pulse and sentiment into digital workflows is becoming increasingly vital for companies looking to enhance productivity, both from an experience standpoint, as well as from boosting the capabilities of the workforce to support the customer base through these uncertain times. This partnership validates the rising demand for intelligent experience technology platforms that can be leveraged through and within digital workflows.

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