Qualtrics and Service Now Strengthens Employee and Customer Service Experiences with Powerful New Solution – PCR

Qualtrics and ServiceNow have developed a new app to help improve employee and customer service experiences, now available in the ServiceNow Store.

Qualtrics Embedded Insights offers pre-built configurations that allow organizations to see their experience data – how people think and feel – and operational data – such as the number of cases that resolved and time to resolve – in a centralized view within their ServiceNow Workspace. Qualtrics Embedded Insights also helps IT and customer service teams identify opportunities to automate routines through a few clicks, not code. Agents can provide personalized service within ServiceNow for priority and complex issues. The app is the next step in the ongoing partnership of Qualtrics and ServiceNow, originally announced in April 2021.

“Technology has become central to employee and customer experiences. A challenging experience can have a lasting impact as people decide where to work and which brands to do business with,” said Jay Choi, Qualtrics. executive vice president and chief product officer, EmployeeXM. “Our integration with ServiceNow makes it easier for organizations to provide great experiences from the start, helping employees be more productive at work and more likely for customers to be heard when issues arise.”

“The IT architecture is now the architecture of the business, and service agents are under intense pressure to measure the demands of our digital-first world,” said Matt Schvimmer, senior vice president of product management and ServiceNow service. “Arming IT and customer service agents with the most important information on issues and interactions in real-time and in one place, ServiceNow and Qualtrics help agents deliver proactive, seamless and personalized employee and customer experiences that help create lasting loyalty and strengthen organizations. bottom lines. ”

The app also gives agents and customer service managers a similar, unified view of customer experience and operational data – making it easier to understand what customers are thinking and feeling and helping agents create of more immediate action within ServiceNow to improve the overall customer service experience. For example, managers can initiate in-the-moment service agent coaching based on feedback within their ServiceNow Workspace.

“Technology plays an important role in the classroom, giving students and teachers the tools to enhance learning, communication and collaboration,” said Jon Cheatwood, senior technician at the University of Notre Dame. “The integration of Qualtrics and ServiceNow plays an important role in automating our maintenance prevention process. We are now more efficient, effective and transparent in supporting classrooms, saving over 3,000 hours of work across the Audio Video Technologies team in support of our learning spaces in the eighteen months since implementation the amalgamation. “

“As the digital landscape continues to evolve, so do the barriers that businesses face,” said Penny Stoker, EY global head of HR services. “To keep pace with the pace of these ever-changing challenges, IT and technology leaders must adapt the way they approach these problems to develop and use new and innovative solutions. By combining experience data from Qualtrics with case management data from ServiceNow, EY is better able to understand employees ’experience with technology, and actively respond to employee needs. This is especially critical as we embrace hybrid work.

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