Sunday, 19th September 2021
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ServiceNow and Qualtrics combine to deliver next-generation experiences

Strategic partnership also creates new IT Management solutions to help IT teams deliver more effective digital experiences for employees.


ServiceNow and Qualtrics have formed 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.

“Empathy at mass scale is the business differentiator of the 21st century, said Bill McDermott, President and CEO of ServiceNow. “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.”

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

Feedback-driven experiences for a new era of work

Great experiences drive customer loyalty and powerful employee engagement. Yet organizations still struggle with siloed systems that cannot deliver the modern, digital experiences employees want and customers expect. To address this challenge at scale, ServiceNow and Qualtrics will fuel great experiences and unlock productivity by making feedback actionable in the enterprise.

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.

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