Qualtrics and ServiceNow Introduce Qualtrics Embedded Insights
June 27, 2022
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Qualtrics and ServiceNow announced a new app to help improve employee and customer service experiences, Qualtrics Embedded Insights.

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 informed decisions and take immediate action to respond to employee and customer needs.

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 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 EVP and CPO, 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 product 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.”

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.

Qualtrics Embedded Insights is available now in the ServiceNow Store.

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