The new Qualtrics XM application integrates with ServiceNow software to equip IT teams with tools that would drive informed decision-making to deliver better employee and customer experiences.
A little over a year from the announcement of Experience Management (XM) company Qualtrics and cloud-computing company ServiceNow’s collaborative partnership to drive next-generation customer experiences, a new application came to fruition as one of the first innovations of the two multinational companies. The strategic alliance marks the reconnection of former SAP CEO and the current ServiceNow CEO Bill McDermott with Qualtrics, which was acquired by the German company under his leadership at a massive $8 billion tag.
The latest solution Qualtrics Embedded Insights, available in ServiceNow Store, provides embedded Qualtrics widgets within ServiceNow Workspace, a suite of tools designed for agents, case managers, help desk professionals, and managers to help solve internal or external customer concerns. The platform’s pre-built configurations offer IT teams greater visibility on both employee and customer experience data and operation data in one unified dashboard, empowering them to make more holistic decisions.
Qualtrics and ServiceNow Software Innovation to Empower the IT Team
A recent report from Qualtrics and ServiceNow revealed the increasing need for more seamless technology experiences, highlighting that a great majority (81%) of surveyed IT professionals are consuming more than 10% of their workdays tackling inefficiencies in process and technology. On the customers’ end, another study by the two tech companies demonstrated the inconvenience customers experience when resolving an issue, stating that 69% switch to multiple channels (live chat, phone, in-person) and have to go through a redundant process of information sharing every time.
Jay Choi, Qualtrics executive vice president and chief product officer, EmployeeXM, highlighted the critical role of technology in delivering employee and customer experiences. He said:
“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 organizations to provide excellent experiences from the start, helping employees be more productive at work and customers feel more heard when issues arise.”
Having embedded XM in ServiceNow Workspace significantly drives efficiency, reduces context switching costs, and streamlines user management requirements. Anchored on delivering XM insights to the daily workspaces of the IT team leveraging the ServiceNow platform, the new Qualtrics Embedded Insights offers unique capabilities according to the role of the Qualtrics “User”, which includes those individuals indirectly using the Cloud Services or those accessing Customer Data through an automated process.
- A unified dashboard integrated within ServiceNow with operational data including ticket volume, SLA performance, and tickets closed, among many others, along with experience feedback such as overall CSAT, CSAT by technician, Sentiment drivers, and CSAT by ticket area. This capability is specifically
- Provide IT product feedback as well as IT ticket trends significant to IT Portfolio Manager
- Transparent view of the front line staff’s performance based on customer feedback
Penny Stoker, EY global leader of HR services, explained how the joint solution of Qualtrics and ServiceNow addresses the fast-evolving digital landscape by equipping IT and technology leaders with tools to help them adapt with changes and new challenges. He detailed:
“ By combining experience data from Qualtrics with case management data from ServiceNow, EY is better equipped to understand the experience employees have with tech, and proactively respond to those employee needs. This is especially critical as we embrace hybrid work.”
