New joint capabilities from ServiceNow and Qualtrics help companies deliver personalised service experiences.
The new features allow joint customers to combine ServiceNow's digital workflows with Qualtrics' experience management technology, as the Now Platform has real-time access to customer and employee experience data.
Qualtrics CustomerXM and ServiceNow Customer Service Management integration is said to enable service teams to create personalised workflows and automate support experiences, increasing loyalty and spend while helping reduce operational costs.
"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 ServiceNow vice president of customer workflow products Michael Ramsey.
"Access to rich customer insights allows agents to respond to individual needs and powers digital workflows that drive great experiences, customer loyalty, and empathy."
Qualtrics chief product officer Jay Choi said "Great experiences are the currency of modern business. The experiences that companies deliver today can become their greatest competitive advantage tomorrow.
"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."
Qualtrics EmployeeXM for IT and ServiceNow ITSM integration is available immediately from the ServiceNow Store and the Qualtrics Marketplace.
Qualtrics and ServiceNow plan to deliver further integrations in 2022, for example to help teams visualise sentiment and profile data directly on the Now Platform.
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