Qualtrics Partners for Service Improvement App Launch

Experience management platform Qualtrics and customer workflow products provider ServiceNow have partnered to launch an app promising to improve employee and customer service experiences.

Available in the ServiceNow Store, the new 'Qualtrics Embedded Insights' solution is the next step in Qualtrics and ServiceNow's continued partnership, originally announced in April 2021. The app aims to give IT and customer service agents a unified view of employee and customer experiences and operational data. Agents and managers can use the app to understand how quickly they are solving employees' technology issues, and how employees feel about their experiences working with IT.

In addition, the app gives customer service agents and managers a 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.

Jay Choi (pictured), Qualtrics EVP and Chief Product Officer, EmployeeXM, comments: '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. 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'.

Web sites: www.qualtrics.com and www.servicenow.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.