When it comes to delivering service experience in the workplace ServiceNow and Qualtrics are major players. The two companies have now joined forces to enable companies to deliver personalized service experiences for employees and customers.
The partnership combines ServiceNow’s digital workflows with Qualtrics’ experience management technology in an effort to allow businesses to act upon employee and consumer feedback.
Ultimately, this combination of technologies intends to further engagement, loyalty, and retention by quickly resolving issues with technical services.
These are poignant areas after Qualtrics research found that employees are 230% more engaged at work if they believe they have the right IT services and technology supporting them.
Michael Ramsey, VP of customer workflow products at ServiceNow, discussed the need for this integration: “What it means to truly know your customer has changed. Organizations need to deliver empathy at mass scale in every interaction to retain customers and drive growth in 2022.
“Access to rich customer insights allows agents to respond to individual needs and powers digital workflows that drive great experiences, customer loyalty, and empathy.”
How do the technologies work together?
The customer data gathered by Qualtrics will be available on the Now Platform through a Qualtrics CustomerXM and ServiceNow Customer Service Management integration. Through this integration, customer support can be automated and create personalized workflows.
Additionally, businesses will be able to use the Qualtrics EmployeeXM for IT and ServiceNow IT Service Management integration to improve employee satisfaction and engagement. The integration aims to help IT teams automate and measure personalized service experiences based on employee experience data while reducing operational costs.
Looking ahead, the visualization of sentiment, satisfaction insights, stakeholder feedback, and customer and employee profile details will be available in 2022.
This latest integration update builds on the long-term existing relationship between Qualtrics and ServiceNow. Nonetheless, customers are excited by the new offering.
Nicolas Boesch, general vice president of voice of the customer at M&T Bank, discussed how the partnership would impact customers: “Our use of ServiceNow and Qualtrics has enabled us to improve customer satisfaction at critical touchpoints, including our contact centers, retail locations, and digital channels.
“We look forward to using the new Qualtrics and ServiceNow integration to help further streamline our processes and uncover new ways to delight our customers.”
Conversely, Bob Border, CIO at Ingredion Incorporated, focused upon his employees when detailing the new offering: “The digital services and tools that employees use for work are pivotal to the overall employee experience in today’s hybrid workplace.
“When employees are enabled with the right technology at work they are happier and more productive.
“The Qualtrics and ServiceNow integration will enable our IT department to identify and close experience gaps that improve employee satisfaction, productivity, and engagement.”
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