Strategic partnership to create new IT Management solutions
to help IT teams deliver more effective digital experiences for
employees
Companies to further leverage respective technologies in
their businesses
SANTA CLARA, Calif. and
PROVO, Utah, April 6, 2021 /PRNewswire/ -- ServiceNow
(NYSE: NOW) and Qualtrics (NASDAQ: XM) today 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.
"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."
Feedback-driven experiences for a new era of
work
Great experiences drive customer loyalty and powerful
employee engagement. Yet organizations 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 visualize performance, uncover key drivers of service
satisfaction, and easily act on those insights.
- 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 able to
measure the effectiveness of their internal technologies, optimize
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.
The new solutions will be available to joint customers through a
phased joint product and go-to-market strategy.
As part of today's announcement, ServiceNow and Qualtrics will
also expand their use of each other's solutions to unlock
productivity across their respective companies.
Availability
- Customers can access the Qualtrics and ServiceNow workflow
integration today. New solutions available starting in the second
half of 2021.
Additional Information
Learn more about the strategic
partnership on ServiceNow.com and Qualtrics.com.
About Qualtrics
Qualtrics (Nasdaq: XM) the leader in
customer experience and creator of the Experience Management (XM)
category, is changing the way organizations manage and improve the
four core experiences of business––customer, employee, product, and
brand. Over 13,500 organizations around the world are using
Qualtrics to listen, understand, and take action on experience data
(X-Data™)––the beliefs, emotions, and intentions that tell you why
things are happening, and what to do about it. The Qualtrics XM
PlatformTM is a system of action that helps businesses attract
customers who stay longer and buy more, engage employees who build
a positive culture, develop breakthrough products people love, and
build a brand people are passionate about. To learn more, please
visit qualtrics.com.
About ServiceNow
ServiceNow (NYSE: NOW) is making the
world of work, work better for people. Our cloud–based platform and
solutions deliver digital workflows that create great experiences
and unlock productivity for employees and the enterprise. For more
information, visit: www.servicenow.com.
© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.
Other company names, product names, and logos may be trademarks of
the respective companies with which they are associated.
Media Contacts:
Lindsay Capurro, ServiceNow PR
503.551.2655
press@servicenow.com
Jessica Jones, Qualtrics PR
801.871.9012
press@qualtrics.com
Investor Contacts:
Darren Yip, ServiceNow IR
925.388.7205
ir@servicenow.com
Steven Wu, Qualtrics IR
investors@qualtrics.com
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