08 Apr 2021
Story image

ServiceNow and Qualtrics partner to deliver next-gen customer experiences

By Catherine Knowles

ServiceNow and Qualtrics have entered into a strategic partnership with the aim of helping companies deliver next-generation experiences.

Through the partnership, ServiceNow’s digital workflows will be combined with Qualtrics’ experience management technology on a single platform.

According to the companies, this has the two primary benefits of increasing employee productivity and enhancing customer loyalty.

The partnership enables customers to bring sentiment data from Qualtrics into ServiceNow Customer and IT Workflows to more effectively act on customer insights with digital workflows.

More specifically, with the following new joint solutions, users will be able to bring experience data from Qualtrics into ServiceNow Agent Workspaces to visualise performance, uncover key drivers of service satisfaction, and easily act on those insights, the companies state.

Experience management for IT: Combining Qualtrics EmployeeXM for IT with ServiceNow IT Service Management to enable companies to connect their business-critical operational and service delivery data with employee feedback on a company's internal IT services on a single platform.

IT teams will be able to measure the effectiveness of their internal technologies, optimise service management processes, and provide digital experiences as companies permanently shift to a remote or hybrid work model.

Experience-led customer service: Bringing together Qualtrics CustomerXM with ServiceNow Customer Service Management will give service agents and managers the tools they need to automatically trigger workflows based on feedback, uncover drivers for customer satisfaction, improve cost-to-serve, and increase content effectiveness.

The new solutions will be available to joint customers through a phased joint product and go-to-market strategy.

In addition, as a part of the announcement, ServiceNow and Qualtrics will also expand their use of each other's solutions to unlock productivity across their respective operations, the companies state.

ServiceNow CEO and president Bill McDermott says, “Empathy at mass scale is the business differentiator of the 21st century. The digital world demands tailored, seamless, and integrated experiences for every customer and employee.

"Our partnership with Qualtrics will help customers turn insights into action and redefine the experience economy.”

Qualtrics CEO Zig Serafin says, “Businesses succeed or fail based on the experiences they deliver and experience data has become the most valuable data in every organisation.

"Our partnership with ServiceNow is the best of both worlds for our customers, who’ll be able to use data and insights to drive real-time action and deliver incredible experiences for the new way of work.”

Customers can access Qualtrics and ServiceNow workflow integration as of now. New solutions available starting in the second half of 2021.

Recent stories
More stories