ServiceNow and Qualtrics have announced the availability of new joint capabilities that enable companies to deliver personalised service experiences.
By combining ServiceNow’s digital workflows with Qualtrics’ experience management technology, organisations can act on customer and employee experience data on the Now Platform to quickly resolve issues and improve engagement, loyalty, and retention in real time. The systems allow for the provision of personalised service at scale.
“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 Michael Ramsey, VP, 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.”
“Great experiences are the currency of modern business. The experiences that companies deliver today can become their greatest competitive advantage tomorrow,” said Jay Choi, Chief Product Officer at Qualtrics. “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.”
Personalised service at scale
Many organisations are hampered by siloed systems and disconnected customer insights that hamper their ability to design and deliver experiences that customers want. However, providing superior customer experiences is key to retention and growth. According to research from Qualtrics and ServiceNow, 80% of respondents said they have switched brands because of poor experiences, poor customer service experiences were the number one reason why.
Organisations 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 will empower service teams to create personalised service workflows and automate support experiences, increasing loyalty and spend while helping to reduce operational costs.
“Today people increasingly expect their banks to provide personalised experiences across every interaction,” said Nicolas Boesch, GVP of Voice of Customer at M&T Bank. “Our use of ServiceNow and Qualtrics has enabled us to improve customer satisfaction at critical touchpoints, including our contact centres, retail locations and digital channels. We look forward to using the new Qualtrics and ServiceNow integration to help further streamline our processes and uncover new ways to delight our customers.”
Improving employee experiences
Organisations can also now use the Qualtrics EmployeeXM for IT and ServiceNow IT Service Management integration to improve employee satisfaction and engagement. The integration helps IT teams automate and measure personalised service experiences based on employee experience data, while helping to reduce operational costs.
Future development
Qualtrics and ServiceNow will continue to jointly innovate to deliver more meaningful, tailored experiences in 2022. Additional integrated capabilities will help teams visualise sentiment and profile data directly on the Now Platform, giving agents and frontline teams a more holistic view of the customer and employee to improve service experiences.
ServiceNow recently released Rome, a service platform designed to help businesses to address the challenges of the hybrid work environment.
