Qualtrics and ServiceNow Launch a New Insights Solution

Sandra Radlovački

The solution keeps experience and operational data within one unified interface

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Qualtrics and ServiceNow Launch a New Insights Solution

Qualtrics and ServiceNow have unveiled a new solution that provides a unified view of employee and customer experience data: Qualtrics Embedded Insights.

Available in the ServiceNow store, the solution provides pre-built configurations to allow organisations to track experience and operational data, like the number of resolved cases or the average resolution time, in one unified interface within the ServiceNow Workspace.

Jay Choi, Qualtrics Executive Vice President and Chief Product Officer, EmployeeXM, said: “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.

“Our integration with ServiceNow makes it even easier for organisations to provide excellent experiences from the start, helping employees be more productive at work and customers feel more heard when issues arise.”

Qualtrics Embedded Insights enables IT and customer service teams to spot routine tasks that could be automated, using the no-code approach. Then, agents can focus on complex issues and provide personalised experiences.

Matt Schvimmer, Senior Vice President of Products and Service Management at ServiceNow, said: “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.

“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 personalised employee and customer experiences that help create lasting loyalty and boost organisations’ bottom lines.”

The solution also provides data on how employees feel about their experiences working with IT, along with in-the-moment service agent coaching based on customer feedback.

Qualtrics Embedded Insights is the next step in Qualtrics and ServiceNow’s continued partnership, originally announced in April 2021.

Previously, Qualtrics and ServiceNow collaborated on experience personalisation, enabling Qualtrics customers to leverage ServiceNow’s Now platform.

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