ServiceNow and Qualtrics: Strategic partnership to improve employee experience and customer service

Serve immediately, Specialize in Business Process, Has been with quality, A company specializing in emotion analysis, To improve the customer experience of customers and employees. Through this cooperation, customers will be able to use data captured through the Qualtrics platform in the ServiceNow workflow.

Combine sentiment analysis with workflow to increase productivity and build customer loyalty

Process improvement is ServiceNow’s specialty, it creates solutions to digitize workflows to eliminate inefficiencies, allow employees to focus on value-added aspects and reduce errors. But how to further improve the already highly optimized workflow? According to ServiceNow and Qualtrics, it is necessary to establish contact with users (whether customers or employees) in order to grasp the areas that may escape attention.

“Empathy is a business differentiation factor in the 21st century” – explain ServiceNow President and CEO Bill McDermott (Bill McDermott) ——”The digital world requires tailored, continuous, and integrated experiences.Cooperation with Qualtrics will help transform data into action and redefine the experience economy“.

So the importance of introducing algorithms emotion analysis (Perception analysis) Go further.In the case of ServiceNow, sentiment analysis was entrusted to the Qualtrics platform and is now integrated into ServiceNow agent workspace.

Developed by joining the power of two companies IT experience management edit Experience-led customer serviceThe former allows companies to link business operations and service delivery data with employee feedback, providing IT teams with new tools to measure the effectiveness of internal technologies and optimize service management processes. Experience-led customer serviceInstead, it automatically activates the workflow based on the feedback it receives and helps analysts understand the aspects that have the greatest impact on the customer experience and provide ideas for improvement.

“The success or failure of an enterprise depends on the experience they provide to customers. Experience data has become the most valuable in every organization“- He has announced Zig Serafin, CEO of Qualtrics ——”The agreement with ServiceNow brings together our best capabilities and will allow companies to use data in real time, enabling an incredible work experience“.