ServiceNow and Qualtrics have announced a strategic partnership to help companies deliver next-generation employee experiences and customer service. This partnership will bring together the SaaS providers’ platforms, combining ServiceNow’s digital workflows with Qualtrics’ experience management technology on a single platform.
"Empathy at mass scale is the business differentiator of the 21st century," said ServiceNow CEO Bill McDermott. "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."
According to Michael Ramsey, Vice President of Product Management for Customer Workflow Products at ServiceNow, the goal is to create a feedback loop within those workflows that will enable organizations to better optimize workflows over time. That feedback loop is created by manually reviewing survey data, while in others it might be automatically integrated with workflows that could be dynamically adjusted based on the feedback captured by a Qualtrics survey.
The effort will integrate employee feedback on service management and experiences with workflows. Experience-led Customer Service will combine Qualtrics CustomerXM with ServiceNow Customer Service Management. The combination will start workflows based on feedback so agents can fix issues before they fester.
ServiceNow and Qualtrics will also expand their use of each other’s solutions to unlock productivity across their respective companies.
ServiceNow already has a similar relationship with SurveyMonkey to capture survey data. But Qualtrics is evolving into an experience management platform that makes it possible to, for example, trigger escalations within workflows based on feedback gathered.
As more organizations embrace digital business transformation it’s important for their continued success to discover whether customers and end users like the new changes. SaaS platforms such as Qualtrics provide a simple way to record that feedback.
The strategic alliance with Qualtrics is the latest in a series of partnerships ServiceNow has struck over the past year with IBM, Deloitte, Microsoft, and Google Cloud. The new solutions will be available starting in the second half of the year to joint customers through a phased joint go-to-market strategy.