Customer Experience

Qualtrics + ServiceNow: Delivering a new standard in customer service and experiences

Top business leaders understand the power of using experience data to activate better decisioning, more effective workflows and experiences that create competitive advantage. ServiceNow is the leader in delivering digital workflows that create great experiences and unlock productivity for customers and employees. Imagine what your workflow would look like if you could combine sentiment data from Qualtrics and digital workflows from ServiceNow into a single platform.

This week, Qualtrics and ServiceNow teamed up in a strategic partnership to help companies better listen to their customers, understand their needs and then act on those insights. Leveraging the combined power of ServiceNow’s digital workflows with Qualtrics’ experience management technology on a single platform, companies can quickly act on customer and employee feedback.

Businesses succeed or fail based on the experiences they deliver and experience data has become the most valuable data in every organization. Our partnership with ServiceNow is the best of both worlds for our customers, who’ll be able to use data and insights to drive real-time action and deliver incredible experiences for the new way of work.

Zig Serafin, CEO of Qualtrics

Looking into the future of work, fueled by feedback-driven experiences

If you’ve been following along over the years, you already know that siloed and fragmented systems lead to experience gaps. ServiceNow and Qualtrics are addressing this challenge at scale by fueling great experiences by making feedback actionable in the enterprise.

With the new joint solutions, companies will be able to easily bring experience data from Qualtrics right into ServiceNow Agent Workspaces to visualize performance, uncover key drivers of service satisfaction, and easily act on those insights.

Empathy at mass scale is the business differentiator of the 21st century. The digital world demands tailored, seamless, and integrated experiences for every customer and employee. Our partnership with Qualtrics will help customers turn insights into action and redefine the experience economy.

Bill McDermott, CEO of ServiceNow

Qualtrics and ServiceNow will deliver the following new joint solutions:

  • Experience Management for IT: Combining Qualtrics EmployeeXM™ for IT with ServiceNow IT Service Management to enable companies to connect their business-critical operational and service delivery data with employee feedback on a company’s internal IT services on a single platform. IT teams will be able to measure the effectiveness of their internal technologies, optimize service management processes, and provide seamless digital experiences as companies permanently shift to a remote or hybrid work model.
  • Experience-led Customer Service: Bringing together Qualtrics CustomerXM™ with ServiceNow Customer Service Management will give service agents and managers the tools they need to automatically trigger workflows based on feedback, uncover drivers for customer satisfaction, improve cost-to-serve, and increase content effectiveness.

Ready to get started?

New solutions will be available beginning in the second half of 2021. Leverage the Qualtrics - ServiceNow workflow integration today via the Qualtrics Marketplace and the ServiceNow Store.


Start integrating Qualtrics and ServiceNow today

Qualtrics // Experience Management

Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee, and brand—on one platform.

Over 12,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands.

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