New research shows the need for more seamless
tech; 81% of IT professionals waste more than 10% of their workdays
on process and tech inefficiencies
Qualtrics (Nasdaq: XM) and ServiceNow (NYSE: NOW) announced
today a new app to help improve employee and customer service
experiences. Available now in the ServiceNow Store, the new
Qualtrics Embedded Insights gives IT and customer service agents a
unified view of employee and customer experience and operational
data, enabling them to make more informed decisions and take
immediate action to respond to employee and customer needs.
Qualtrics and ServiceNow also released new research that
demonstrates a critical need for more seamless technology
experiences. According to a study of more than 1,000 IT
professionals at companies with more than 1,000 employees, four in
five (81%) IT professionals waste more than 10% of their workdays
on process and technology inefficiencies.
In a study of more than 3,000 customers conducted by Qualtrics
and ServiceNow, more than two-thirds (69%) of customers said they
switch between two to three channels (live chat, phone, in-person)
in order to resolve an issue, and they frequently have to repeat
the same information multiple times.
Qualtrics Embedded Insights offers pre-built configurations that
allow organizations to see their experience data–how people think
and feel–and operational data–such as number of cases resolved and
the time to resolution–in one centralized view within their
ServiceNow Workspace. Qualtrics Embedded Insights also helps IT and
customer service teams identify opportunities to automate routine
tasks through a few clicks, not code. Agents can then provide
personalized service within ServiceNow for priority and complex
issues. The app is the next step in Qualtrics and ServiceNow’s
continued partnership, originally announced in April 2021.
“Technology has become central to employee and customer
experiences. A single poor experience can have lasting impact as
people decide where to work and which brands to do business with,”
said Jay Choi, Qualtrics executive vice president and chief product
officer, EmployeeXM. “Our integration with ServiceNow makes it even
easier for organizations to provide excellent experiences from the
start, helping employees be more productive at work and customers
feel more heard when issues arise.”
“The IT architecture is now the business architecture, and
service agents are under tremendous pressure to scale with the
demands of our digital-first world,” said Matt Schvimmer, senior
vice president of products and service management at ServiceNow.
“Arming IT and customer service agents with the most important
information on issues and interactions in real-time and in one
place, ServiceNow and Qualtrics are helping agents deliver
proactive, seamless and personalized employee and customer
experiences that help create lasting loyalty and boost
organizations’ bottom lines.”
Great experiences drive employee and customer loyalty
Improved employee and customer experiences help increase
employee engagement and productivity, as well as customer loyalty.
Yet many organizations still struggle to deliver the experiences
that employees and customers expect.
For example, the Qualtrics-ServiceNow research found that long
wait times (56%) continue to be the most frustrating customer
service issue, followed by taking too long to resolve an issue
(28%), and the inability to reach an actual human (23%).
Qualtrics Embedded Insights gives IT service desk agents and
managers a side-by-side view of experience and operational data
within their ServiceNow Workspace. Agents and managers not only can
understand how quickly they are solving employees’ technology
issues, but also how employees feel about their experiences working
with IT. This allows agents to make more informed decisions based
on what is working and what could be improved.
The app also gives customer service agents and managers a
similar, unified view of customer experience and operational
data—making it easier to understand what customers are thinking and
feeling, and helping agents take more immediate action within
ServiceNow to improve the overall customer service experience. For
example, managers can initiate in-the-moment service agent coaching
based on feedback within their ServiceNow Workspace.
"Technology plays an integral role in the classroom, giving
students and faculty the tools to enhance learning, communication
and collaboration," said Jon Cheatwood, senior technician at the
University of Notre Dame. "The Qualtrics and ServiceNow integration
has played an integral role in automating our preventative
maintenance process. We are now more efficient, effective and
transparent in supporting classrooms, saving over 3,000 work hours
across the Audio Video Technologies team in support of our learning
spaces during the eighteen months since implementing the
integration."
"As the digital landscape continues to evolve, so do the
obstacles businesses face," said Penny Stoker, EY global leader of
HR services. "To keep up with the pace of these dynamic challenges,
IT and technology leaders must adapt the way they approach these
problems to develop and leverage new and innovative solutions. By
combining experience data from Qualtrics with case management data
from ServiceNow, EY is better equipped to understand the experience
employees have with tech, and proactively respond to those employee
needs. This is especially critical as we embrace hybrid work."
Availability
Qualtrics Embedded Insights is available now in the ServiceNow
Store.
Learn More
- Learn more about ServiceNow’s previously announced integration
with Qualtrics.
- Learn more about the Qualtrics EmployeeXM for IT and ServiceNow
IT Service Management integration.
- Learn more about the Qualtrics CustomerXM and ServiceNow
Customer Service Management integration.
- Learn about Qualtrics and ServiceNow’s new research.
Methodology
Two studies were conducted by Qualtrics, in partnership with
ServiceNow, between May 10-20, 2022. Respondents were selected from
a randomized panel and considered eligible if they live in the
United States and are at least 18 years of age. One study looked at
full-time or part-time IT professionals working at companies with
over 1,000 employees; the total number of respondents is 1,021. A
second study looked at consumers who had a customer service
experience with a financial services, retail, government,
telecommunications, hospitality, technology & IT or healthcare
business in the last six months; the total number of respondents is
3,089. Respondents who did not pass quality standards were
removed.
About Qualtrics
Qualtrics, the leader 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 16,750 organizations around the world use 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
Platform™ 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) makes the world work better for everyone.
Our cloud-based platform and solutions help digitize and unify
organizations so that they can find smarter, faster, better ways to
make work flow. So employees and customers can be more connected,
more innovative, and more agile. And we can all create the future
we imagine. The world works with ServiceNowTM. For more
information, visit: www.servicenow.com.
© 2022 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20220623005339/en/
Sarah Stoddard Qualtrics press@qualtrics.com
Theresa Ianni ServiceNow press@servicenow.com
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