Home Just In ServiceNow and Qualtrics help companies, scale service experiences

ServiceNow and Qualtrics help companies, scale service experiences


Integrations empowering organizations to act quickly and deliver more meaningful service experiences.

ServiceNow and Qualtrics have announced the release of new combined capabilities that enable businesses to deliver personalized service experiences.

Organizations can harness and act on customer and employee experience data on the Now Platform in real time by combining ServiceNow’s digital workflows with Qualtrics’ experience management technology.

According to research from Qualtrics and ServiceNow, 80% of respondents said they have switched brands because of poor customer experience, and poor customer service experiences were the number one reason why.

To address this challenge, organizations 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 personalized workflows and automate support experiences, increasing loyalty and spend while helping reduce operational costs.

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 centers, 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.”

Organizations can also now seamlessly 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 personalized service experiences based on employee experience data, while reducing operational costs.

Qualtrics and ServiceNow will continue to jointly innovate to deliver more meaningful, tailored experiences in 2022. Additional integrated capabilities will help teams visualize 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.

Customers can access the Qualtrics CustomerXM and ServiceNow CSM, and Qualtrics EmployeeXM for IT and ServiceNow ITSM, integration on the ServiceNow Store and the Qualtrics Marketplace.

Visualization of sentiment and customer and employee profile details, along with visualization of satisfaction insights and stakeholder feedback, are expected to be available in 2022.

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