ServiceNow, Qualtrics Partner on Experience Personalisation

The partnership will see customers able to utilise Qualtrics customer and employee experience data within ServiceNow’s Now platform

2
ServiceNow, Qualtrics Partner on Experience Personalisation
Voice of the CustomerLatest News

Published: December 16, 2021

William Smith

Experience management and enterprise feedback platform provider Qualtrics and digital workflow firm ServiceNow have announced a new partnership in experience personalisation. 

Qualtrics’ solutions identify metrics such as engagement, attrition, customer loyalty, satisfaction and spend across channels, integrating with the CRM and ticketing systems to trigger automatic actions. ServiceNow, meanwhile, offers a digital workflow platform which helps companies scale customer service via automations which connect systems, people and functions. 

The partnership will see the solutions combined, allowing customers to utilise customer and employee experience data within ServiceNow’s Now platform – with the aim of boosting 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.” 

With Qualtrics CustomerXM and ServiceNow Customer Service Management integration, the companies said teams would be able to utilise data to inform personalised workflows, as well as help automate support experiences. 

“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. “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.” 

Back in October, ServiceNow partnered with execution management software startup Celonis on combining their offerings to help customers better understand how work takes place across an organisation. 

“ServiceNow and Celonis are joining forces to help companies liberate business from decades-long process bottlenecks, integration challenges, and workforce frustration,” said ServiceNow CEO Bill McDermott at the time. 

 

 

AutomationWorkforce Management
Featured

Share This Post