Qualtrics and ServiceNow Strengthen Employee and Customer Service Experiences

Qualtrics and ServiceNow  have developed a new app to help improve employee and customer service experiences, available now in the ServiceNow Store.

Qualtrics Embedded Insights offers pre-built configurations that allow organisations to see their experience data–how people think and feel–and operational data–such as number of cases resolved and time to resolution–in one centralised view within their ServiceNow Workspace. Qualtrics Embedded Insights also helps IT and customer service teams identify opportunities to automate routine tasks through a few clicks, not code. Agents can then provide personalised service within ServiceNow for priority and complex issues. The app is the next step in Qualtrics and ServiceNow’s continued partnership, originally announced in April 2021.

“Technology has become central to employee and customer experiences. A single poor experience can have lasting impact as people decide where to work and which brands to do business with,” said Jay Choi, Qualtrics executive vice president and chief product officer, EmployeeXM. “Our integration with ServiceNow makes it even easier for organizations to provide excellent experiences from the start, helping employees be more productive at work and customers feel more heard when issues arise.”

“The IT architecture is now the business architecture, and service agents are under tremendous pressure to scale with the demands of our digital-first world,” said Matt Schvimmer, senior vice president of product and service management at ServiceNow. “Arming IT and customer service agents with the most important information on issues and interactions in real-time and in one place, ServiceNow and Qualtrics are helping agents deliver proactive, seamless and personalized employee and customer experiences that help create lasting loyalty and boost organizations’ bottom lines.”

The app also gives customer service agents and managers a similar, unified view of customer experience and operational data–making it easier to understand what customers are thinking and feeling and helping agents take more immediate action within ServiceNow to improve the overall customer service experience. For example, managers can initiate in-the-moment service agent coaching based on feedback within their ServiceNow Workspace.

“Technology plays an integral role in the classroom, giving students and faculty the tools to enhance learning, communication and collaboration,” said Jon Cheatwood, senior technician at the University of Notre Dame. “The Qualtrics and ServiceNow integration has played an integral role in automating our preventative maintenance process. We are now more efficient, effective and transparent in supporting classrooms, saving over 3,000 work hours across the Audio Video Technologies team in support of our learning spaces during the eighteen months since implementing the integration.”

“As the digital landscape continues to evolve, so do the obstacles businesses face,” said Penny Stoker, EY global leader of HR services. “To keep up with the pace of these dynamic challenges, IT and technology leaders must adapt the way they approach these problems to develop and leverage new and innovative solutions. By combining experience data from Qualtrics with case management data from ServiceNow, EY is better equipped to understand the experience employees have with tech, and proactively respond to those employee needs. This is especially critical as we embrace hybrid work.”

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