Frankfurt-ServiceNow and Qualtrics have established a strategic partnership to help the company create the next generation of employee experience and customer service. It accomplishes this by combining ServiceNow’s digital workflow with Qualtrics’ experience management technology on a single platform. With the new solution, sentiment data from Qualtrics flows into ServiceNow’s customers and IT workflows. With these digital workflows, companies can quickly respond to customer insights, improve employee productivity and increase customer loyalty.
“Empathy is a distinctive feature of the 21st century,” explained ServiceNow President and CEO Bill McDermott (Bill McDermott)“The digital world requires a tailored, seamless and integrated experience for each customer and employee. Our partnership with Qualtrics will help customers turn insights into action and redefine the experience economy.”
“The success or failure of a business depends on the experience they provide, and experience data has become one of the most valuable data in any organization,” said Zig Serafin, CEO of Qualtrics“Our partnership with ServiceNow provides our customers with the best of both worlds. This allows companies to use data and insights to take action in real time and provide outstanding experiences and services for new types of work.”
Feedback-driven experience in the new work era
A great experience encourages customer loyalty and employee engagement. However, organizations are still struggling with fragmented legacy technologies and isolated systems that fail to provide the modern digital experience employees want and customers expect. To meet this challenge on a large scale, ServiceNow and Qualtrics will drive world-class experiences and increase productivity by making business feedback practical.
With the following new solutions, the company will be able to bring experience data from Qualtrics into the ServiceNow agent workspace. This means that services can be visualized, important drivers of service satisfaction can be identified, and responses to these findings can be simplified.
- IT experience management: By combining Qualtrics EmployeeXM™ for IT with ServiceNow IT service management, companies can combine their key business operations and service data with employee feedback on internal IT services on one platform. As the company permanently migrates to a remote or hybrid work model, the IT team will be able to measure the effectiveness of its internal technology, optimize service management processes, and provide a seamless digital experience.
- Experience-led customer service: The combination of Qualtrics CustomerXM ™ and ServiceNow customer service management provides service agents and managers with the tools needed to automatically start work processes based on feedback, determine factors that affect customer satisfaction, optimize service costs, and improve content effectiveness.
The new solution will be provided to ordinary customers. The joint product and market launch strategy is carried out in stages.
As part of today’s announcement, ServiceNow and Qualtrics will also use each other’s solutions to increase the productivity of their respective companies.
Availability
- Customers can already use the Qualtrics-ServiceNow extension today.
- The new solution will be launched in the second half of 2021.
(ServiceNow/mc)
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