ServiceNow and Qualtrics Announce Strategic Partnership | Qualtrics LLC Press Release

* This material is an abridged version of the news material released by ServiceNow, Inc. and Qualtrics, USA on April 6, 2021 (US time).
https://www.qualtrics.com/jp/press/2021-04-servicenow-partnership/

ServiceNow and Qualtrics of the United States announced a strategic partnership.
This collaboration will enable user companies to leverage ServiceNow’s digital workflow and Qualtrics experience management technology on a single platform to help provide the next generation of employee experience and customer service. Users can bring emotional data from Qualtrics solutions into ServiceNow’s customer workflow and IT workflow, and use the digital workflow to instantly respond to customer insights and improve employee productivity and customers. We provide an environment that can increase loyalty.

ServiceNow President and CEO Bill McDermott said:
“Great empathy makes us stand out in the business of the 21st century. In the digital world, we need to provide a personalized, seamlessly integrated experience for every customer and employee. Qualtrics and our partnership will enable us Of customers are able to redefine the experience economy based on the insights they have gained.”

Zig Serafin, CEO of Qualtrics, USA, said:
“The success or failure of a business depends on the experience we provide, and experience data is the most valuable data for any organization. The cooperation with ServiceNow is also good news for Qualtrics customers. It will be able to use data and insights to take actual Time to act and provide a great experience for new ways of working.”

Feedback-driven “next generation work”
A great experience can increase customer loyalty and employee engagement. However, enterprise systems are often isolated, which creates the problem of not being able to provide the latest digital experience that employees need and customers expect. To fully address this challenge, ServiceNow and Qualtrics in the United States will take feedback-based actions to promote a better experience and improve operational efficiency.

Through the following new collaboration solutions, users can bring Qualtrics experience data into the ServiceNow agent workspace, visualize performance, discover the key factors of service satisfaction, and take easy actions based on these insights.

∙ Experience management in the IT department: By combining Qualtrics Employee XM ™ for IT with ServiceNow IT service management, the company only needs to provide key business and service delivery data and employees’ feedback on the company’s internal IT services, which can be used on one platform . As the company permanently transitions to a remote and hybrid work model, IT teams can measure the effectiveness of internal technology, optimize service management processes, and provide an easy-to-use digital experience. This will become possible.

∙ Experience-centric customer service: By combining Qualtrics Customer XM™ with ServiceNow customer service management, service personnel and administrators can automatically start the work process based on feedback and identify factors that affect customer satisfaction, thereby reducing service costs and improving The content of service efficiency.

This new solution will be delivered to a common customer through the upcoming joint product and market adoption strategy.

Regarding the use of integrated services
Customers of both companies can take advantage of the workflow integration between Qualtrics and ServiceNow. The new solution will be announced in the second half of 2021.

[Opinions of related parties]
Masashi Murase (President and Executive Officer of ServiceNow Japan GK)
The corona disease we are facing today can change the business situation, work style, environment, etc. more than ever. In addition, the demand for digital utilization of business continuity is being called more than ever, but the purpose is to promote it, and people have to adapt to the system, that is, ignore the experience, which is a challenge. In order to continue our business and aim for further development, it is important to provide everyone with an optimized and satisfactory service and experience based on the ever-changing situation. Through cooperation with Qualtrics, we will support domestic customers to provide customers, employees and other “human”-centric experiences with emotional behavior as added value.

Satoru Kumashiro (Regional Manager, Qualtrics LLC)
Also in Japan, DX (digital transformation) is regarded as the most important management issue, and the number of companies and organizations working on this is accelerating throughout the company. In this case, our experience management company can be said to be the key to the success of DX. The cooperation with ServiceNow, which is promoting the reform of the cloud platform-based business in the United States, is good news. I think. We hope to take this opportunity to strengthen our cooperation with Japan ServiceNow and strengthen our service to Japanese customers.

About current service
ServiceNow (NYSE: NOW) has created new high-value-added jobs that only humans can complete. Our cloud-based platforms and solutions provide digital workflows that can create outstanding experiences and increase productivity for employees and businesses. For details, please refer to https://www.servicenow.co.jp/.

About quality
Qualtrics is a technology platform, from collecting, managing and analyzing empirical data (X-data™) of companies and organizations to taking actions based on that data on the same platform. Qualtrics XM Platform™ is a system that allows teams, departments, and the entire organization to manage and take action on the four key business experiences of customers, products, employees, and brands on one platform. Qualtrics continues to provide well-loved products to more than 13,000 large companies around the world, gain more loyal customers, create a good employee culture, or create the iconic brand you are using. Our clients include more than 85% of the Fortune 100 companies and 99 of the top 100 business schools in the United States. For more information and a free account, please visit www.qualtrics.com.

ServiceNow, the ServiceNow logo, Now and other ServiceNow logos are trademarks or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of their respective companies.

[接触]
ServiceNow Japan GK
Tel: 03-4572-9200 (representative)
Inquiry form: https://www.servicenow.co.jp/contact-us-request-info.html

Qualtrics LLC
Tel: 03-4520-0520 (representative)
Consultation: https://www.qualtrics.com/jp/company/