Qualtrics, ServiceNow will strengthen employee and customer service experiences with great new solutions

Qualtrics (Nasdaq: XM) and ServiceNow (NYSE: NOW) have announced a new app to help improve employee and customer service experiences. Now available in the ServiceNow Store, the new Qualtrics Embedded Insights gives IT and customer service agents a unified view of employee and customer experience and operational data, enabling them to make smart decisions and take immediate action to respond to employee and customer needs.

Qualtrics and ServiceNow have also released new research that demonstrates a critical need for more seamless technology experiences. According to a study of more than 1,000 IT professionals in companies with more than 1,000 employees, four in five (81%) IT professionals waste more than 10% of their work days to inefficiencies in process and technology.

In a study of more than 3 000 customers conducted by Qualtrics and ServiceNow, more than two-thirds (69%) of customers said they switched between two to three channels (live chat, phone, in person). ) to resolve an issue, and they often have to repeat the same information multiple times.

Qualtrics Embedded Insights offers pre-built configurations that allow organizations to see their experience data-what people think and feel, and operational data-as the number of cases 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, executive vice -president and chief product officer of Qualtrics, 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 tremendous pressure to measure the demands of our digital-first world,” said Matt Schvimmer, senior vice president of product management and ServiceNow services. “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. ”

Great experiences drive employee and customer loyalty

Enhanced employee and customer experiences help increase employee engagement and productivity, as well as customer loyalty. But many organizations still struggle to deliver the experiences employees and customers expect.

For example, Qualtrics-ServiceNow research found that long wait times (56%) continue to be the most frustrating customer service issue, followed by too long time to resolve an issue (28%), and the absence of the ability to reach an actual person (23%).

Qualtrics Embedded Insights gives IT service desk agents and managers a side-by-side view of experience and operational data within their ServiceNow Workspace. Not only can agents and managers understand how quickly they resolve employees ’technology issues, but also how employees feel about their IT work experiences. This allows agents to make smarter decisions based on what works and what can be improved.

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.

“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 dynamic challenges, IT and technology leaders must adapt the way they approach these problems to develop and implement new and innovative solutions. By aggregating data of experience 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. “


Qualtrics Embedded Insights is now available in the ServiceNow Store.

Learn more

  • Learn more about the previously announced integration of ServiceNow with Qualtrics.
  • Learn more about the integration of Qualtrics EmployeeXM for IT and ServiceNow IT Service Management.
  • Learn more about the integration of Qualtrics CustomerXM and ServiceNow Customer Service Management.
  • Learn more about Qualtrics and new ServiceNow research.


Two studies were conducted by Qualtrics, in partnership with ServiceNow, between 10-20 May 2022. Respondents were selected from a randomized panel and considered eligible if they lived in the United States and were at least 18 years old. One study looked at full-time or part-time IT professionals working in companies with more than 1,000 employees; the total number of respondents was 1 021. The second study looked at consumers who had customer service experience in financial services, retail, government, telecommunications, hospitality, technology and IT or healthcare business over the past six months; the total number of respondents was 3 089. Respondents who did not pass the quality standard were excluded.


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