ServiceNow and Qualtrics combine: Experience management becomes a differentiating factor

As a resolution for the year 2021, at the beginning of the year we recommended companies to become experience-based organisations. Not without reason, because in the latest times since the corona, the relationships that companies maintain with employees and customers have become increasingly dependent on digital channels. We shop digitally, talk to customer service through the website’s chat function and communicate with colleagues through collaboration tools.

What customers and employees think of a company directly depends on the quality of this digital interaction. If the digital experience is really good, then customers are happy and employees are satisfied. If it isn’t, the competitor is just a click away from the customer’s point of view.

ServiceNow now has tons of tools and workflows on its Now platform for designing customer or employee experience. But what criteria are used to create a good experience and what kind of information can be used to improve it? How can interactions with customers and employees be continuously measured and documented to generate insights from empirical values ​​and implement improvements from them?

Qualtrix products address these questions. The American company offers a variety of software tools and apps that aim to create digital interactions between companies and the people they interact with and are understandable and shaped. Tools like CustomerXM and EmployeeXM systematically collect feedback from customers and employees to improve products, services and workflows.

The recently announced strategic alliance between Service Now and Qualtrix now brings the analytical capabilities of Qualtrix together with the creative possibilities of the Now platform. Specifically, the partnership combines Service Now’s digital workflows with Qualtrix’s experience management technology on a single platform.

With the new combined solutions, feedback data from Qualtrix will flow into Service Now’s customer and IT workflows. It enables companies to react quickly to customer insights, increase employee productivity and improve customer loyalty. Sometimes Qualtrix experience data can be brought into the Service Now agent workspace to visualize performance, determine key factors for service satisfaction, and react to these findings.

The alliance comes at just the right time for Bill McDermott, President and CEO of Service Now. “The challenges of the past year have shown that the ability to ’empathize on a grand scale’ with customers and employees will become the distinguishing factor over the next decade,” says McDermott. “Together, ServiceNow and Qualtrics help companies listen to customers and understand their needs, and then act on that knowledge. This is the essence of consistently great customer service and experience. We are the new standard for the 21st century.” providing.”

Existing ServiceNow and Qualtrix customers can access the Qualtrics/ServiceNow extension through the Qualtrics Marketplace and ServiceNow Store today. For everyone else, the following solutions will be available from the second half of this year:

Next Generation Customer Service: Connecting Qualtrics CustomerXM with ServiceNow customer service management enables service agents and managers to automatically initiate workflows based on feedback, determine factors affecting customer satisfaction, optimize content effectiveness And promotion provides tools to reduce cost-of-service.

Strategic Experience Management for IT: By combining Qualtrix EmployeeXM for IT with Service Now IT Service Management, companies can combine business-critical operational and service data with employee feedback through in-house IT services on a single platform. IT teams will be able to measure the effectiveness of their in-house technologies, optimize service management processes and deliver seamless digital experiences as companies permanently move to remote or hybrid work models.

As part of the collaboration, ServiceNow and Qualtrics will also use the other company’s solutions in the future. Qualtrics relies on ServiceNow’s workflows to expand the functions of its platform, automate cross-company workflows, and develop new workflow applications. ServiceNow, in turn, is expanding its investment in Qualtrics to centralize its customer and employee experience programs on the Qualtrics XM platform.

Tips on how to best transform the employee experience as a CIO can be found here.