Qualtrics and ServiceNow have announced a new app to help improve employee and customer service experiences.
The new Qualtrics Embedded Insights, which is now available in the ServiceNow Store, provides IT and customer service agents with a unified view of employee and customer experience as well as operational data, allowing them to make informed decisions and take immediate action to respond to employee and customer needs.
“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.”
Qualtrics and ServiceNow have also released new research demonstrating the critical need for more seamless technological experiences. According to a survey of over 1,000 IT professionals at companies with more than 1,000 employees, four out of five (81%) IT professionals waste more than 10% of their workdays on process and technology inefficiencies.
“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.”
More than two-thirds (69%) of customers in a Qualtrics and ServiceNow study of over 3,000 customers said they switch between two to three channels (live chat, phone, in-person) to resolve an issue, and they frequently have to repeat the same information multiple times.
Qualtrics Embedded Insights provides pre-built configurations that enable organizations to view their experience data—how people think and feel—as well as operational data—such as the number of cases resolved and time to resolution—in a single centralized view within their ServiceNow Workspace. Qualtrics Embedded Insights also assists IT and customer service teams in identifying opportunities to automate routine tasks with a few mouse clicks rather than code. For priority and complex issues, agents can then provide personalized service within ServiceNow. The app is the next step in Qualtrics and ServiceNow’s ongoing collaboration, which was first announced in April 2021.
“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.”
