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Qualtrics and ServiceNow strengthen employee and customer service experiences

Qualtrics and ServiceNow strengthen employee and customer service experiences

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Qualtrics and ServiceNow have announced a new app to improve employee and customer service experiences.

Available in the ServiceNow Store, the new Qualtrics Embedded Insights (QEI) 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.

QEI offers pre-built configurations that allow organizations to see their experience data and operational data in one centralized view within their ServiceNow Workspace.  

QEI also helps IT and customer service teams identify opportunities to automate routine tasks through a few clicks, rather than 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.”

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