Qualtrics and ServiceNow announced a new app to help improve employee and customer service experiences. Available now in the ServiceNow Store, the new Qualtrics Embedded Insights gives IT and customer service agents a unified view of employee and customer experience and operational data, enabling them to make informed decisions and take immediate action to respond to employee and customer needs.
Qualtrics Embedded Insights offers pre-built configurations that allow organisations to see their experience data–how people think and feel–and operational data–such as number of cases resolved and time to resolution–in one centralised view within their ServiceNow Workspace. Qualtrics Embedded Insights also helps IT and customer service teams identify opportunities to automate routine tasks through a few clicks, not code. Agents can then provide personalised service within ServiceNow for priority and complex issues. The app is the next step in Qualtrics and ServiceNow’s continued partnership, originally announced in April 2021.
“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,” said Jay Choi, Qualtrics executive vice president and chief product officer, EmployeeXM. “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.”
“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,” said Matt Schvimmer, senior vice president of product and service management at ServiceNow. “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.”