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erviceNow and Qualtrics have announced a strategic partnership to help companies deliver next-generation employee experiences and customer service , leveraging the combined power of ServiceNow ’ s digital workflows with Qualtrics ’ experience management technology on a single platform . With the new solutions , companies will be able to bring sentiment data from Qualtrics into ServiceNow Customer and IT Workflows to quickly act on customer insights with digital workflows , increasing employee productivity and enhancing customer loyalty .

Yet organisations still struggle with siloed systems that cannot deliver the modern , digital experiences employees want and customers expect . To address this challenge at scale , ServiceNow and Qualtrics will fuel great experiences and unlock productivity by making feedback actionable in the enterprise .

With the following new joint solutions , companies will be able to bring experience data from Qualtrics into ServiceNow Agent Workspaces to visualise performance , uncover key drivers of service satisfaction and easily act on those insights . able to measure the effectiveness of their internal technologies , optimise 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 .

“ Empathy at mass scale is the business differentiator of the 21st century ,” said Bill McDermott , President and CEO of ServiceNow . “ 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 .”

• 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

The new solutions will be available to joint customers through a phased joint product and go-to-market strategy .

As part of the announcement , ServiceNow and Qualtrics will also expand their use of each other ’ s solutions to unlock productivity across their respective companies . �

“ Businesses succeed or fail based on the experiences they deliver , and experience data has become the most valuable data in every organisation ,” said Zig Serafin , CEO of Qualtrics . “ 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 .”

Feedback-driven experiences for a new era of work

Great experiences drive customer loyalty and powerful employee engagement .