Singapore – ServiceNow, a business workflow solution, and experience management provider Qualtrics have unveiled new joint capabilities that aim to help companies deliver personalized service experiences. Combining ServiceNow’s digital workflows with Qualtrics’ experience management technology, the new capabilities will help organizations harness and act on customer and employee experience data on the Now Platform in real time, to quickly resolve issues and improve engagement, loyalty, and retention.
The Now Platform is ServiceNow’s flagship product which includes core capabilities, such as configuration management database, service level management, and machine learning, that help companies to quickly and efficiently digitize workflows.
Organizations 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 help service teams to create personalized workflows and automate support experiences, increasing loyalty and spend and to reduce operational costs.
The partnership aims to solve organizations’ pain points that still struggle with siloed systems and disconnected customer insights which hamper their ability to design and deliver the experiences customers want. According to research from the two parties, 80% of respondents have switched brands because of poor customer experience, and it being the number one reason why.
“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 for 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,” adds Ramsey.
Meanwhile, Jay Choi, chief product officer at Qualtrics, commented that great experiences are the currency of modern business, where the experiences that companies deliver today can become their greatest competitive advantage moving forward.
“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,” said Choi.
The new capabilities are now available on the ServiceNow Store and the Qualtrics Marketplace. Qualtrics said that the partnership will be rolling out additional integrated capabilities in 2022, targeted at helping teams visualize sentiment and profile data directly on the Now Platform, giving agents and frontline teams a more holistic view of the customer and employee.