ServiceNow, Qualtrics Partner to Make Experience Data ‘Actionable’

Qualtrics XM

ServiceNow and Qualtrics teamed up to combine ServiceNow’s digital workflows with Qualtrics’ experience-management technology on a single platform. With the resulting solutions, customers will be able to bring sentiment data from Qualtrics into ServiceNow Customer and IT workflows.

“Empathy at mass scale is the business differentiator of the 21st century,” said ServiceNow President and CEO Bill McDermott, in one of the more interesting quotes we’ve seen to describe the modern market. Together, he said, ServiceNow and Qualtrics “will help customers turn insights into action and redefine the experience economy.”

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

Actionable Experience Data

The companies believe most organizations try to manage experience by relying on siloed systems. Their strategy to respond makes feedback “actionable,” in part by combining their capabilities. Their joint solutions will bring experience data from Qualtrics into ServiceNow Agent Workspaces to help users visualize performance, uncover drivers of service satisfaction and take action on those insights.

The solutions include:

  • Experience Management for IT, which combines Qualtrics EmployeeXM for IT with ServiceNow IT Service Management. Companies can connect operational and service delivery data with employee feedback on internal IT services on a single platform. As a result, IT will be able to measure the effectiveness of its in-house technologies, optimize service management processes and provide an improved digital experience.
  • Experience-Led Customer Service brings together Qualtrics CustomerXM with ServiceNow Customer Service Management. The combination allows agents and managers to automatically trigger workflows based on feedback, uncover drivers for customer satisfaction, improve cost-to-serve and increase content effectiveness.

The solutions will be available to joint customers during 2021’s second half, the companies said.

Image: Qualtrics