ServiceNow and Qualtrics have announced a strategic partnership to help companies deliver next-generation employee experiences and customer service, leveraging the combined power of ServiceNow’s digital workflows with Qualtrics’ experience management technology on a single platform. With the new solutions, companies will be able to bring sentiment data from Qualtrics into ServiceNow Customer and IT Workflows to quickly act on customer insights with digital workflows, increasing employee productivity, and enhancing customer loyalty.
Feedback-driven experiences for a new era of work
With the following new joint solutions, companies will be able to bring experience data from Qualtrics into ServiceNow Agent Workspaces to visualize performance, uncover key drivers of service satisfaction, and easily act on those insights.
• 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, optimize service management processes, and provide seamless 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.
As part of the announcement, ServiceNow and Qualtrics will also expand their use of each other’s solutions to unlock productivity across their respective companies.
● Customers can access Qualtrics and ServiceNow workflow integration today. New solutions available starting in the second half of 2021.