ServiceNow and Qualtrics partner on delivering personalised and scale service experiences

ServiceNow and Qualtrics are working in partnership to deliver personalised service experiences for end users. The partnership will combine ServiceNow’s digital workflows with Qualtrics’ experience management technology.

“What it means to truly know your customer has changed. Organisations need to deliver empathy at mass scale in every interaction to retain customers and drive growth in 2022,” said Michael Ramsey, VP, Customer Workflow Products at ServiceNow. “Access to rich customer insights allows agents to respond to individual needs and powers digital workflows that drive great experiences, customer loyalty, and empathy.”

“Great experiences are the currency of modern business. The experiences that companies deliver today can become their greatest competitive advantage tomorrow,” said Jay Choi, Chief Product Officer at Qualtrics. “Companies who understand and act on experience data–the feedback that employees and customers share with them– to deliver incredible service experiences will successfully build long-term, meaningful relationships.”

“Today people increasingly expect their banks to provide personalized experiences across every interaction,” said 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.”

“The digital services and tools that employees use for work are pivotal to the overall employee experience in today’s hybrid workplace. When employees are enabled with the right technology at work they are happier and more productive,” said Bob Border, CIO, Ingredion Incorporated. “The Qualtrics and ServiceNow integration will enable our IT department to identify and close experience gaps that improve employee satisfaction, productivity and engagement.”

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