ServiceNow & Qualtrics Team Up to Enhance Employee & Customer Experiences
ServiceNow and Qualtrics have joined forces to enhance employee experiences and customer service. The strategic partnership combines ServiceNow's digital workflows with Qualtrics' experience management technology on a single platform. The collaboration will result in new joint solutions that enable companies to visualize performance, identify key drivers of service satisfaction, and act on insights directly within ServiceNow Agent Workspaces. For instance, Qualtrics CustomerXM will integrate with ServiceNow Customer Service Management to improve cost-to-serve and content effectiveness based on customer feedback. The partnership also extends to employee experience. Qualtrics EmployeeXM for IT will integrate with ServiceNow IT Service Management to optimize service management processes and digital experiences for remote or hybrid work models. Bill McDermott, CEO of ServiceNow, sees 'empathy at mass scale' as the key business differentiator in the 21st century. Zig Serafin, CEO of Qualtrics, highlights the value of experience data in every organization. The new solutions will be available to joint customers through a phased joint product and go-to-market strategy, with no specific timeline provided for the initial implementation.
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