ServiceNow and Qualtrics have announced the release of new combined capabilities that allow businesses to provide tailored service experiences. Organizations can harness and act on customer and employee experience data on the Now Platform in real time using ServiceNow’s digital workflows and Qualtrics’ experience management technology to quickly fix issues and boost engagement, loyalty, and retention.
“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,” said Michael Ramsey, VP, Customer Workflow Products at ServiceNow .
He added, “Access to rich customer insights allows agents to respond to individual needs and powers digital workflows that drive great experiences, customer loyalty, and empathy.”
“Great experiences are the currency of modern business. The experiences that companies deliver today can become their greatest competitive advantage tomorrow,” said Jay Choi, Chief Product Officer at Qualtrics.
He also said, “Companies who understand and act on experience data–the feedback that employees and customers share with them– to deliver incredible service experiences will successfully build long-term, meaningful relationships.”
“Today people increasingly expect their banks to provide personalized experiences across every interaction,” said Nicolas Boesch, GVP of Voice of Customer at M&T Bank.
He added, “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.”
“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,” said Bob Border, CIO, Ingredion Incorporated.
He added, “The Qualtrics and ServiceNow integration will enable our IT department to identify and close experience gaps that improve employee satisfaction, productivity and engagement.”
Many businesses are still hampered by segregated systems and disconnected customer insights, which make it difficult to develop and deliver the experiences that customers desire. Providing excellent customer service, on the other hand, is critical to client retention and growth. According to Qualtrics and ServiceNow research, 80% of respondents stated they switched brands because of a bad customer experience, with poor customer service being the most common reason.
To remedy this issue, organizations can now use the Qualtrics CustomerXMTM and ServiceNow Customer Service Management interface to obtain additional customer experience data from Qualtrics on the Now Platform. Service teams will be able to use the data to create personalized processes and automate support experiences, increasing customer loyalty and spending while lowering operating costs.
Organizations can now increase employee happiness and engagement by integrating Qualtrics EmployeeXMTM for IT and ServiceNow IT Service Management. The connection enables IT, teams, to automate and measure tailored service experiences based on employee feedback while also lowering operational costs. Employees are 230 percent more engaged at work if they believe they have the correct IT services and technology supporting them, according to Qualtrics study.
In 2022, Qualtrics and ServiceNow will collaborate to create more meaningful, personalized experiences. Additional integrated features will enable teams to visualize sentiment and profile data directly on the Now Platform, providing agents and frontline teams with a more holistic view of the customer and employee and allowing them to improve service experiences.
