As customers and employees have opportunity to leverage a wide variety of channels, the incoming data is increasing exponentially. In a study 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) to resolve an issue, and they often must repeat the same information multiple times.
ServiceNow and Qualtrics have partnered to offer a solution that will help combine employee and customer experience data, with the extra layer of operational data, helping to provide a more well-rounded and unified data picture.
This app, now available in the ServiceNow Store, is known as Qualtrics Embedded Insights. It can benefit IT and customer service agents by offering a view into experience data (such as how people think and feel), as well as operational data (including number of cases resolved and time to resolution). According to ServiceNow, examples could include:
- A Service Desk manager can see a dashboard consolidated within ServiceNow with operational data such as ticket volume, service level agreement (SLA) performance, tickets closed, open tickets, etc., along with experience feedback, in the same dashboard, with details such as:
- Overall customer satisfaction (CSAT)
- CSAT by technician
- Sentiment drivers
- CSAT by ticket area
- Front line staff can see how their performance is resonating with their customers and managers can initiate in-the-moment service agent coaching.
The data is consolidated in one view within ServiceNow Workspace. Tying this data together can help issues surface more quickly so that personalized actions can be taken.
“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,” says 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.”
Professional services provider EY will be leveraging Qualtrics Embedded Intelligence to more clearly see the employee-tech experience. Says Penny Stoker, EY global leader of HR services, “As the digital landscape continues to evolve, so do the obstacles businesses face. 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.”
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
