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.
The Latest
Regardless of their scale, business decisions often take time, effort, and a lot of back-and-forth discussion to reach any sort of actionable conclusion ... Any means of streamlining this process and getting from complex problems to optimal solutions more efficiently and reliably is key. How can organizations optimize their decision-making to save time and reduce excess effort from those involved? ...
As enterprises accelerate their cloud adoption strategies, CIOs are routinely exceeding their cloud budgets — a concern that's about to face additional pressure from an unexpected direction: uncertainty over semiconductor tariffs. The CIO Cloud Trends Survey & Report from Azul reveals the extent continued cloud investment despite cost overruns, and how organizations are attempting to bring spending under control ...
According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...
Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...
IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...
Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...
In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ...
In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...
In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...
In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...