ServiceNow and Qualtrics have announced the availability of new joint capabilities that enable companies to deliver personalised service experiences. Combining ServiceNow’s digital workflows with Qualtrics’ experience management technology, organisations can harness and act on customer and employee experience data on the Now Platform to quickly resolve issues and improve engagement, loyalty and retention.
“What it means to truly know your customer has changed. Organisations 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. “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,” added Jay Choi, Chief Product Officer at Qualtrics. “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.”
Many organisations still struggle with siloed systems and disconnected customer insights that hamper their ability to design and deliver experiences customers want. Yet, providing great customer experiences is key to retention and growth. According to research from Qualtrics and ServiceNow, 80% of respondents said they have switched brands because of poor customer experience and poor customer service experiences were the number one reason why.
To address this challenge, organisations can now access additional customer experience data from Qualtrics on the Now Platform via the Qualtrics CustomerXM and ServiceNow Customer Service Management integration. The data will empower service teams to create personalised workflows and automate support experiences, increasing loyalty and spending while helping reduce operational costs.
Organisations can also now seamlessly use the Qualtrics EmployeeXM for IT and ServiceNow IT Service Management integration to improve employee satisfaction and engagement. The integration helps IT teams automate and measure personalised service experiences based on employee experience data while helping reduce operational costs. This is critical – Qualtrics research shows that employees are 230% more engaged at work if they believe they have the right IT services and technology supporting them.
Qualtrics and ServiceNow will continue to jointly innovate to deliver more meaningful, tailored experiences in 2022. Additional integrated capabilities will help teams visualise sentiment and profile data directly on the Now Platform, giving agents and frontline teams a more holistic view of the customer and employee to improve service experiences.