ServiceNow Inc. and Qualtrics International Inc. on Tuesday announced a strategic partnership to help large companies improve operations through real-time customer and employee feedback.
The accord will meld Qualtrics’ software, which lets businesses gauge how customers use their products so those products can be improved, with ServiceNow’s workflow-productivity platform. Combined, the package should greatly improve employee productivity and customer loyalty — especially around IT management and customer services, the chief executives of both companies exclusively told MarketWatch in a phone interview Monday.
The partnership with Qualtrics
will “help customers turn insights into action and redefine the experience economy,” ServiceNow
CEO Bill McDermott told MarketWatch. “Empathy at mass scale is the business differentiator of the 21st century.”
Qualtrics CEO Zig Serafin added that Qualtrics customers will be able to “use data and insights to drive real-time action and deliver incredible experiences for the new way of work.”
“Ultimately, we’re more deeply connected to the hearts and minds of employees,” Serafin told MarketWatch.
There is a personal history behind the deal: McDermott was previously CEO of SAP
which owned Qualtrics for more than two years before Qualtrics went public in January. And he and Serafin had considered where they could take Qualtrics’ technology with the right partner.
“We had a dream to complete a workflow evolution — I call it revolution — of the enterprise,” McDermott said. “It’s a system of action and engagement functioning in real time to make customers and employees happy.”
The strategic alliance with Qualtrics is the latest in a series of partnerships ServiceNow has struck over the past year with the likes of International Business Machines Corp.
Deloitte , Microsoft Corp.
and Alphabet Inc.’s