ServiceNow partners with Qualtrics to deliver sentiment data

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The partnership is all about improving customer service through “empathy,” the company says.

Servicenow this week announced that it is teaming up with Qualtrics to add customer sentiment data into its technology workflows.

The strategic partnership aims to help companies deliver next‑generation employee experiences and customer service, according to Servicenow. They will do this by combining ServiceNow’s digital workflows with Qualtrics’ experience management technology on a single platform.

“Great experiences drive customer loyalty and powerful employee engagement,” Servicenow said. “Yet organizations still struggle with siloed systems that cannot deliver the modern, digital experiences employees want and customers expect.”

With these new solutions, companies will be able to bring sentiment data from Qualtrics into ServiceNow Customer and IT Workflows. This will help them act on customer insights with digital workflows increasing employee productivity, and enhancing customer loyalty,” they said.

Redefining the “experience economy”

“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.”

“Businesses succeed or fail based on the experiences they deliver and experience data has become the most valuable data in every organization,” 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.”

The companies will offer two new products for enterprises. The new Experience-led Customer Service offering combines with ServiceNow Customer Service Management. This gives customer service agents and managers tools to automatically trigger new workflows based on customer feedback. According to Servicenow, this will help them uncover more insights on drivers of customer satisfaction.

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