hey everyone welcome uh and thank you so much for taking time in your day to join us uh for this 60 Minute webinar uh you know I'm Sanjay kidambi um I lead the business at qualtrics for a solution that's focused on it it's about empowering I.T to deliver great technology experiences I'm I'm clearly passionate about this subject so I was looking forward and it's great to be able to spend this time to share with you my expertise you know my learning uh in this uh space along with my fellow speakers I mean we're really gonna give our perspective and provide you some answers for three key questions question number one is does experience management matter in the it domain we know it matters in customer experience we know it matters an employee HR use cases but does it matter in I.T so we'll share some details and our perspective on what the answers to that are the second question is why did service now choose quadrants to deliver this value to you you know it's I.T customer base and then the third question is what are the specific capabilities that you're going to get when you utilize this product integration between servicenow and qualtrics and also understand like how are some of your peers other it organizations already taking advantage of this integration to derive business value and to really improve their technology experiences so before we dive in you know and start sharing with you and bring this to life with a demo with stories from customers as well as some insane rightful market research let me also invite and you know introduce uh our two other fellow Professionals in this area whose work on a daily basis is actually shaping this domain so Andy and Matt love for you to intro uh to this group thanks Sanjay hey everyone my name is Andy career I'm a product manager here on the itsm product and I look after our it optimization products including workforce management engagement uh vendor Management Service uh service management digital portfolio and uh as well as uh process optimization capabilities and so you know with the focus on optimizing I.T across the board obviously understanding service experience understanding employee experience was really critical for us to be able to deliver on some of these outcomes and when we had the opportunity to work with the best experience management uh company in the business hey of course we jumped at it and uh we're really excited to show you today uh you know the the outcome and the output of all the hard work we've been doing and showing how we're really breaking down silos uh and delivering an end-to-end experience not just from the technical perspective of planning building and running your services but are you truly delivering the outcomes from an experienced perspective that you're driving for so again really excited to dig in here and uh happy to be working with Sanjay and Matthew why don't you take it yeah thanks Andy hi everybody I'm Matt Bergen I am our Global solution strategy lead for our employee technology Experience line of business partnering closely with Sanjay on the qualtric side as we bring this to Market and likewise we are absolutely privileged and thrilled to be able to partner with service now right obviously in this space or this community servicenow is the global leader in workflow management workflow orchestration and to have the opportunity to expand both of our Solutions and dive into the whole end-to-end experience with it organizations it's just thrilling for us and this is such a like you Andy this is such a cool space it's just fun to be in and there are new challenges and problems and opportunities that are occurring every day and to be part of that and part of what we'll share today um how organizations are transforming and changing their business and rethinking business models is really what gets me excited about this space and I couldn't be happier to partner with any other vendor out there than servicenow so really happy uh happy to be here and look forward to speaking with you Sanjay back to you yeah so you know let's kick this off right so the first question that we had you know does it students management matter in I.T so look one of the benefits of joining this webinar is like we've taken the time to like really look at all the research out there to bring to you what we think are like the three most insightful data points uh for you to think about in this space and as as you think about how much you invest and how you go about it so data point number one right and insight number one that comes from research data is that in today's hybrid World Employee Engagement is deeply connected to their employees technology experience if you ask employees across the world and if you look at employees who say that the technology that they have available for their work and who say that that technology is enabling their productivity they have 85 percent higher intent to stay in those on their organizations for Beyond three years and in a 230 percent more engagement that they self-report versus employees who say that the technology that's available to them for their work does not enable their productivity look as I was discussing this data with you know I O psychologists experts we've got in quadrics and you know we do expect right that we will see a positive correlation um on these Employee Engagement metrics but what is rare is to see this level of lift in metrics around intention to stay and engagement but if you really reflect on this right ask yourself it makes a lot of sense that we've seen this type of impact right for one think about how crucial technology has become and how pervasive technology is for us to be productive on a day-to-day basis at what we do like what we're doing right now would not be possible without a lot of Technologies seamlessly coming together the second thing is for us to think about in the as I.T professionals is its points to the power of actually listening understanding and acting on employee experience scans so some good data point to Noodle on second one the other big Insight is that while technology experiences make or big productivity and collaboration currently they fall short on employee expectations and worse still employees don't feel hurt two really powerful data that I saw from two different uh research reports look at the one on the right from pricewaterhousecoopers right that is what we call the experience Gap you've got 90 percent of it leaders saying that their company pays attention to employee needs when they're introducing a new technology but only half of the employees are reporting that they feel the same way and this experience Gap is very pervasive across organizations around the globe so it's both a challenge but you also can think of this as an opportunity because look at what happens look at the data on the left right when you don't address the Gap you get this sort of results where 7 out of 10 employees say that there is room for improvement when it comes to their I.T experiences right so think about this it's both a challenge but it's also a fantastic opportunity for it to lead the company and provide this as a value and as a market differentiation in the space they operate in place the third insight and data that I want to leave you here with is when we did a research uh this summer and this is part of the experience Management Institute at qualtrics and again a global study focused on I.T leaders what came out is that it leaders started to recognize the importance of employee technology experience right and look at the numbers right 90 saying that they see experience management as an important capability for their organization in the future as well as the role of experience Management in their own professional success all right so let me uh pull in handyman like I'm interested you guys have spent a lot of time in this uh domain Andy let's start with you what as you think about the challenge and opportunity for it here what what release for what do you find most interesting yes thanks thanks for that question um you know I think it's it's very interesting because we're an I.T we're in fact right and we love techy things and getting into details and getting into the data and how systems are working and how systems are architected but it's easy for us to forget what that end user experience is like so no matter how cool an architecture is or how great a database is if the end user isn't experiencing that service in a way that's going to be beneficial to them or live up to their expectations it's a failure no matter what and so I think it's really important for it to start looking at the whole picture looking at the entire service experience design and understanding how are they going to measure that sort of experience across the board not just from that end user experience but also how it's performing making sure those two things are working at Harmons right so you've seen in the last few years a real emphasis for it to basically move out of the basement you've seen that happen because if he's become much more prevalent and important in in the organization but in doing that also realizing hey i.t's touching every single employee's day throughout the day all day and so it's critical that you know we change our perspective and look uh across the board at how everyone's experiencing and making sure that you know we're living up to those expectations that employees have when they come in with amazing consumer grade experiences and then maybe Enterprise software experiences that aren't aren't living up to that that expectation just like you were saying that 90 to 53 Gap I mean I said hey when you're having those amazing experiences outside of work you kind of want them in at work as well yeah sounds good Matt I'd like to pull you in here and like a share you know a favorite anecdote or story you have on this space and also I'm looking at the poll results and there's a good chunk of people who are familiar heard of portraits but don't really know about our the capabilities in proc value so it'd be good if you can also share and introduce sort of contracts and and it's uh its Mission and and uh portfolio to this audience yeah thanks Sanjay so so it's interesting kind of backing into what Annie was talking about there's been a very interesting but very real shift that has occurred in the past decade right if you look at I.T leaders 10 years ago the main focus was on accessibility up times or my applications live and of course I've got to make sure I don't have any data breaches right that was kind of the main focus over the past five years or so there's been this this kind of fundamental switch with it leaders where more and more it leaders are having to answer questions how is the experience of my employees how do they experience technology is it helping them to be productive and engage or is it throwing up roadblocks in fact it was really interesting I was talking to a large SI a couple of a couple of weeks ago and they told me they said you know what 10 years ago every contract we had we contracted with SLA service level agreements all the support we do all SLA based he said now every contract I have sitting on my desk has XL laser experience level agreements clients are asking for more they're saying you know what no longer is it just enough to say that you met a metric or a timeline for example I closed all of the tickets within a day but now customers are saying hey not only do you need to do that but you need to ensure that experience in closing it in a day is a good experience it's a positive metric and it's a good experience for our employees as you're interacting with them so that switch has been really really um really interesting now you know from the poll again most of you uh or many of you are familiar with qualtricate they're very familiar or at least heard of qualtric so I'll just real quick kind of provide how qualtrics kind of use the market and what we do so qualtrics started 20 years ago it's very typical garage story startup software and we really started utilizing technology specifically surveys and analytics to help with research processes specifically focused in higher ed now about 20 years later we've grown to 1300 tests 13 000 customers excuse me we've grown our scope but our mission has actually narrowed our mission within qualtrics is one thing and that's to build technology that closes experience gaps so you know I I say a little more a little more playing talk is we're really here to identify and eliminate crappy experiences and we've all had crappy experiences right we've had crappy experiences as customers we've had crappy experiences as employees and we believe a qualtrics that experience management is critical to every aspect of a business and our goal is to make experience management core to how organizations operate we really feel that experience management is an essential function just like Finance or Office Solutions or CRM or HR Solutions experience management becomes part of that core platform and if you think about where does experience management sit in an organization the answer really is everywhere where right customers develop their brand vision and for brand promise that brand promise is delivered through their products and services shaped and built by their employees which they then take to Mark Market and give through a customer experience and then those customers come back and say yes you did fulfill your brand promise you did what you said you were going to do and you lived up to the expectation or you didn't and customers or organizations that get that right they're golden right they they survive they do well customers that don't get that right customers that can't deliver those are the ones that don't make it and we truly believe that for organizations to realize the full potential of this they need to take experience management as a practice and take a unified view because we start to get really powerful insights when we combine this data and look at cross-sectional data of kind of different experience management touch points for example how does the technology and tools that I deliver to my employees impact my outcomes on my customer experience and it's interesting because we're seeing a big Trend in the market that's kind of backing this up and we see intersectional groups working together so if you think about it for the past few past few decades this experience management piece kind of that green quadrant there 100 owned by the chro right and it was delivered through things like your annual engagement surveys or onboarding surveys and exit surveys in the past few years because the digital workplace has really elevated the importance of the tools and Technology it's no longer just hey my career opportunities or the interactions that I have on a day-to-day basis with my manager that's driving my engagement but now it's my technology which is completely owned by the CIO that has an equally important factor on my engagement at work um so what we're seeing is cios chros CMOS Chief customer leads all working together to say Hey how do the things that I do over here help impact the outcomes on this side for example we know as Sanjay mentioned we know that when I deliver good technology when my technology experience as an employee exceeds my expectations it doesn't just impact my productivity for the organization or my profitability for the organization it actually impacts how engaged I am with the organization it impacts how much I'm willing to Advocate on behalf of my organization or even my intent to stay if I have a good Tech experience I'm more likely to remain with the organization than leave for an organization that doesn't have as good of a technology experience so that's really qualtrics how that's how we view experience management that's how we bring it to Market and I know today we're focused specifically on kind of the the digital landscape and how it ties to that but when we think broader kind of our vision that's what we're looking at is bringing all of these together in a holistic approach and holistic discipline yeah but it's great Matt thanks for thanks for that intro and Andy I want to like toss it to you and like sort of hear your perspective from the servicenow side you know you've you guys obviously servicenow is you know a much loved product in the IT industry um you know you had uh lots of Partners willing to be part of the art servicenow ecosystem so as you looked at the landscape what what why did what was about portraits or why do you think about you know investing in this partnership so yeah I mean I think excuse me going back to what Matthew was saying the paint that we've seen in the last decade and especially the last five years of uh experience just becoming so important and seeing a partner like quality activities doing such a great job in this state uh it was just a natural fit for us to plug in there and utilize our platform of platform architecture to be able to trigger events in Fall trades or full qualtrics data back into servicenow experiences and really again marry those metrics marry that that experience data with operational data be able to make informed decisions going forward I mean you know going back to to again Matthew your point of having four experiences disengage of employees disengages people from doing the best job that they can do and so while we're constantly trying to improve metrics like mean time to resolve or first call resolution or meeting all of our slas well guess what it's a lot easier for employees to do those things when they're using engaging experiences or when the employees are engaged to to respond and get back to them and work with them on Solutions so you know looking at you know the qualter's partnership there's so much in the space that you guys are doing that we are you know connected to but we don't have a lot of experience in that phase uh and so just with a natural fit for us to leverage a lot of the the amazing work that you guys have been doing on that on that side of the house and tie it into our platform to bring that data together in one together but cool yeah thank you both I mean I hope you know for the group like this helps set the context you know we wanted to take time because the expense management is well understood in certain circles and still you know a newer concept I think in I.T so we wanted to take the time to sort of really set the context and help you understand uh and build a more holistic view on on what experience management is and what the opportunities are so you know so let's do we've sort of looked at you know why experience management matters in I.T you know we discussed about you know why service now uh decided to make this investment in this partnership and with qualtrics to bring this value uh to you um let's pivot a bit right and let's look at the other question like we you know one of the things is you you I'm sure you're Keen to know what are the specific capabilities that you actually get with this product integration qualification service now coming together and how other customers take advantage so Matt I'd love for you to like kick us off on that one um folks disclaimer like we're gonna we wanted to show you a demo and so we're gonna invoke the guards and and hopefully you know we have no Tech glitches but we're really excited to to actually show this demo with you so so bear with us um awesome yeah there's always always risk associated with going into live demo and this type of uh this type of scenario but um let me go ahead and share my screen so folks the the reality is right if we look at service now in qualtrics servicenow is absolutely the worldwide leader in workflow management workflow orchestration kind of that platform leader qualtrics is absolutely the Undisputed leader in experience management and when we were able to pull both Solutions both Technologies in both organizations together you truly got a synergistic relationship where one plus one no longer equaled two but one plus one equaled three so so let me walk through what this kind of looks like for our customers we've just got a quick kind of slide presentation or a demo on on what this looks like and then I'll talk about a couple customer stories of organizations that are already doing this today and some of the value they're getting out of the application so before I start let me confirm Sanjay you can see my screen all good the gods are smiling great well keep your fingers crossed right well keep your fingers crossed all right so so the the example I want to show today is really kind of based on on tying together servicenow data and qualtrics to get data to provide kind of a holistic picture of how technology leaders might use this in their organization so what we're going to look at is an organization that has just recently rolled out a new knowledge portal right they're trying to provide information to employees to give them a place to come that's centralized that provides information on the organization the company and the organization really wants to understand how well it's doing are we performing the way we want to perform right so coming to the knowledge database tool obviously when we think about operational data the type of data that's delivered by servicenow ticket data volume data organizations can quickly assess things like what are the top areas of challenges that a portal like this might have where are they seeing issues you'll see on the right hand side kind of the critical priorities which need attention where the organization needs to focus especially critical things like outages and things like that but I.T leaders are really starting to understand that prioritizing my I.T actions simply based on operational data is really only giving me half the picture and there might be some underlying things that I need to focus on so with qualtrics and servicenow we have a pre-built delivered out of the box integration that ties the two solutions together we have the ability to embed qualtrics uh qualtrics experiential data directly into the operational data so we're looking side by side so with qualtrics organizations can really easily figure out what type of information they want to collect from employees right we can collect through we have fully customizable surveys we have redelivered content but these can be built and then delivered in any manner that the organization sees fit whether it's through email or it's through Messenger or through mobile or through web intercepts we can collect feedback and experience data from employees at any point in time in addition to being able to collect it we now have the ability to tie this directly into the servicenow experience so while I'm in service now I have a tab that pulls up my experience data and shares that experience data side by side with my operational data so in this case we can see Trends over time what's happening with the with the uh with the ease of completing tasks within the knowledge portal we still see the operational data which is giving us truly the full picture and as we dive into this we're actually pulling in critical elements what you're looking at right now is this is our text IQ engine so this is essentially employees that are providing open text feedback about where they're having problems or challenges right a question about what do we need to improve or what do we need to focus on you can see qualtrics actually takes this data runs it through an AI engine and it breaks it out providing key topics sentiment and Analysis on what people are talking about right so no longer it's not reading through hundreds and hundreds of comments or thousands of comments to try and figure out kind of what the trends are we're building them for you so here you can quickly see that people are talking about the mobile user experience they're talking about app functionality the colors that you see in this bubble chart represent how they're speaking about it or the sentiment right red is negative blue is positive so mobile experience and app functionality are both kind of not being talked about a lot and not being talked about really well we can of course drill into these to see the specific comments that people are talking about in this scenario the mobile maybe is cumbersome it's not providing the experience it's not fully mobile enabled so we're essentially just rendering a website on a mobile device but having this type of data allows organizations to understand where we need to Target Investments right not only are the applications working but are they working and providing the experience we want in addition to things like text analysis we also provide things like key driver IQ what you're looking at now is a driver IQ chart and this is essentially breaking down the correlation of things that are getting rated badly and the impact they're having on the organization now why this matters to people why this matters to all the folks in I.T with driver IQ we give you the ability to understand what levers you can pull that are going to have the biggest impact or return on investment right unfortunately all of us that are in this space there's limited limited budgets limited time limited money we want to make sure whatever we're investing in or wherever we're opening our time is going to have the greatest return or greatest impact and that's exactly what this provides you is it showing saying hey if we look at all the all the feedback that's coming in all the experiential data that's coming in if you focus on these things here's where you're going to hit and have the greatest impact in the organization now from here we're still connected to servicenow so we know that we have an issue with mobile we know we have a an issue with some of the applications directly from here I can create an improvement initiative within servicenow I can launch a launch the uh an initiative to improve the mobile experience Create It Mobile create the experience so it's completely mobile enabled tying the two systems together and then of course I continue to manage it I continue to listen and continue to improve that experience so I I just went through a lot um Andy I want to give you a chance anything from kind of the servicenow perspective that you would add to that to that overview no absolutely I know we've got a lot of textbooks here on the call so I want to call out a couple of things were really cool about that demo uh one if you haven't seen the new digital portfolio management product check that out there's a lot of materials and a lot of uh demos out there that you can look at but essentially that brings together everything that a solution owner would need to see how their Solutions are performing from the technical perspective right uh how's my availability how many people are subscribed how many incidents are coming in you have changes and I can see that that and across the entire life cycle but then again the beauty there is that's built on UI Builder and with qualtrics news app you can pull Valtrex widgets and quadrants dashboards into servicenow workspaces so it's a simple configuration you don't need to go customize the entire integration you simply put a string of the ID of the dashboards you want into that widget and it just automatically appears so that is super powerful and really easy to not customize what's configure using UI Builder and using out of the box blogs that we have in digital foreign get that up and running with the products that are coming out of the box from us and those Integrations that are already pre-built with sponsors now the beauty again of digital portfolio management is life cycle management I can see plan build run and all the risk info that I have against any services or offerings or applications that are in my CM disease now what are we missing we're missing that experience right and you might be saying hey well we have csat scores already like I don't know what we already do that but what Matthew showed there is okay cool we can get that ctac or the service satisfaction score but now we can do full analysis we can ask people what they're thinking and without having to go through and read every single line of every single response use that amazing text analysis the qualtrics did and then put that you know not on another dashboard that your solution enough to go find somewhere put it right in the flow of their work so that they're making take action what's in servicenow in the work flow engine and go and correct those things and then go back and measure and see are they are they actually getting the outcomes that they're driving for based on the changes that they're making throughout their their solution so you know just a really powerful story of bringing these two things together not just from a data perspective not just from an integration perspective of problems and experience perspective for those solution owners as well uh so just kind of wanted to call that out and if anybody has any questions around you know wait what the heck is all that a workspace a UI Builder a qualtrics widget like what are you talking about put that in the Q a I'd love to kind of dig into any of those questions if you have them um but yeah just really powerful integration there by using the latest new livestock the latest experience stacks and servicenow and all the brilliant text analysis and dashboarding capabilities awesome yeah I know I think we you know we're very mindful that we are throwing a lot at you but you know that's the thing with the format you know we have 60 minutes and there's a lot uh so we are going to come back to some of these a couple of times just to sort of make sure that you know it is you're hearing it from uh from a few different angles and it starts to sort of really um you know crystallize in your mind in terms of what the value is so you know so bear with us uh so here's the uh next thing so let's sort of you know we talked about uh experience management we talked about these specific capabilities hopefully the demo gave you uh really visual way of thinking about how these two solutions come together let us now look at this from use cases and scenarios perspectives right we already uh the beauty about this is that there was a real Market need and so we've seen very encouraging promising Market traction already uh even though it's a relatively new uh solution to Market you have a lot of like eating idts and organizations adopting this and getting advantage and you know realizing value so and what we thought would be helpful is for you to think about where is this being used what scenarios what use cases so you can start to you know get inspiration and also think about how this can apply in your own so you know Matt let me turn it to you and I know you've been in plenty of these conversations so if you can like you know pick and choose a few you know we're doing great in time so I think there's a real opportunity like we'd love to hear your stories on on these yeah awesome and to your point Sanjay you know we're we're the I guess where the rubber meets the road for lack of a better analogy right is when we start talking about how are clients actually using this or what are they seeing today so I've got a couple of client stories that I can share that kind of demonstrate how how this is being adopted today um and I've got some visuals Sanjay when you get a second to pull those up as well but I'll share one real quick um we're working with a large uh Aerospace and defense company right and like many organizations one of their big challenges is well like all organizations right they want to provide a great experience especially with their internal support and services this was the I.T internal support help desk and they said you know for us it's super important to deliver a great experience in that it support help desk but we also want to move more and more people to self-service we want to be able to have and provide the tools that they're really effective and impactful in addressing the issues themselves so while we do Post transaction feedback write a submit a ticket I work with an agent and I get feedback this organization actually said look we're going to do that and we want that experience to be good but we're actually going to do pre-transaction feedback we want to as soon as somebody submits a ticket or when somebody's on our help site we want to get feedback about what's working and what's not So within their internal help portal they they put a digital intercept and then when somebody created a ticket as soon as that ticket was created they'd get a request for feedback that said hey help us better understand what we could have provided so that you could have resolved this issue yourself so employees those that were responding would provide open text feedback and say hey here's what I was looking for I wasn't able to find it created a ticket utilizing qualtrics they were able to analyze all that data about the open tax and the qual of the quantitative data and ultimately they were able to make improvements to their knowledge database and their self-help tools and they said for them that has had the greatest impact in driving employees to self-services understanding when an employee goes to search for something how they can organize it how they can lay out information or provide information so it's easy to find and easy to take action on them so that was a really kind of cool story about one organization that kind of shifted The Standard Process what you're seeing on the screen is actually another really really cool one uh one that I love so this is Notre Dame and Notre Dame right if you think about education the whole goal of education is to teach expand Minds all of that right and education has changed drastically in the past a couple of years of the past two decades right where 20 years ago our main tool for media was chalkboards if you were really high tech you'd have an overhead projector with the plastic screenshots you'd stick on the page and the only thing that ever went wrong with those is occasionally the bowl would burn out right you'd have to buy a new bowl well we now live in a completely digital world where entire classrooms are digitized right we've got we're presenting both in person as well as remote to hybrid courses everything is presented through screens and monitors and interactive tools to engage with students and Notre Dame one of the challenges that they were having is if folks I I actually as a part-time gig I'm actually an adjunct teacher here so I I feel this very very very real right if those tools aren't working it creates a really poor experience both for the Educators as well as for the students but the team at Notre Dame that supports all of this technology and the thousands and thousands of classrooms is pretty limited right so ensuring that somebody actually reports an issue with a projector or a screen or something like that and then scheduling it getting somebody out there to fix it was really really challenging in fact I've been in classrooms and you probably all have two where we go to the classroom something's broken and we just assume some people will fix it and you go to that room again and it's still broken and you go again and it's still broken right Notre Dame was trying to fix that issue they wanted to provide and ensure that the tools in Tech that were in the classroom were top-notch that where I was working um so what they did is they actually utilized qualtrics and service now to automate the experience the classroom technology experience right as opposed to just relying on instructors or faculty and staff to report issues they actually Enlisted the help of the students and students essentially had a QR code if anything was broken in the classroom if there were any any issues there was QR codes and direct links where students could just scan a QR code and say hey our projector in our classroom is broken it had a bad experience that feedback from qualtrics automatically creates a ticket in service now which goes to the it support help desk team they now are not waiting weeks to find out something's broken and then having to go fix it they know immediately because this student body that they've enlisted is quickly and and the student body that loves it loves to you know be on their phones and Report information they're reporting immediately for the I.T staff at Notre Dame they said changing this has saved them about 3 000 IT staff half hours because no longer does IT staff have to go into every classroom and check and make sure everything's working when issues arise they're being notified through qualtrics tickets are creating getting created through service now and then of course they can close the loop on the back end with the experience management piece of qualtrics to understand did we deliver and did we do what we wanted to do so really kind of a cool use of bringing qualtrics and servicenow together Andy anything you want to add to that I've got I've got another story to share but I wonder if you wanted to add anything in in what we've talked about so far I just love this story because instead of you know giving the the uh students kind of saying I have an issue report an issue you can instead say how was your experience in class you know and instead of kind of putting the onus like I'll go back to go report this negative thing now you're actually just kind of querying the entire student body populations on how things went and instead of maybe just hearing about the bad things you can hear about the good things as well and it opens it up from being relaxed about Uh something's wrong all the time to where now hey I can have actually admit something that was great it also opens up things that you know a faculty member may not have ever seen as a problem but a student is experiencing as a problem and that's something again that no one would have ever known unless that student was was able to actually have an easy way to go and and report that and then again that closed loop right to make sure hey did we solve the problem that's so important and um you know utilizing each platform and each capability to do what it's what it's great at and jump together seamlessly as it's really cool for Notre Dame to be able to pull all that together and drive this out yeah Andy you bring up a really important point right and I think that's part of the power of qual traction service now together is this idea of closing the loop right it for for for for years we've looked at we've looked at research and and feed research on experience management and experience management feedback the reality is is people want a voice everyone wants a voice people are happy to express opinions ideas and feelings challenges what's working and what's not what happens though is that when we don't close the loop when we don't take action on that people stop providing feedback in fact the research tells you that if you're not going to provide action or not take action on what you're hearing that you're better not to collect the feedback or the experience in the first place and that's why this tie becomes so powerful right we can collect that information and then use the closed service capabilities or closed loop capabilities between qualtrics and service now to make sure action is being taken and and guess what folks when you take action when you get the feedback when you take action people give you more feedback and that's a loop that just continues to provide really valuable data that separates the leaders from the laggards all right let's look at another one uh what what else you got Matt yeah yeah we can talk about the other one real quick right so the other one is really not just about taking action but about taking action in real time so if you think about how we typically work and and Sanjay if you want to move to the next Village visualization right how we typically work in kind of an I.T Frontline environment where we're interacting with and interacting with either our it help desk or our HR help desk it's not uncommon for us to trigger trigger surveys at the end of an interaction to say hey how's your experience was it good was it bad that data comes back we've got a csat score and oftentimes agents the individual agents either don't ever see those those results or they see them kind of on a aggregate lab or an aggregate collated basis right where after a period of month we're sending feedback and saying hey here's your scores here's your csat score here's what people are telling you is good and bad right one of the things that we can do to help Drive Frontline Effectiveness is create in the moment real-time feedback to provide service coaching so example the example you're seeing on the screen here you know is Imagine an I.T service technician close the servicenow ticket and this typically would happen we immediately trigger a survey to the employee to provide feedback now with qualtrics we have some tools within our XM directory to help determine who we get feedback from when we get feedback are there different levels of priority based on prior experiences and how we've interacted but we get that feedback the employee maybe didn't have a great experience either they didn't feel the knowledge was there they didn't fill the uh the experiences where or their issue just didn't get resolved in the manner they want based on that feedback both again the quantitative feedback or even the open text feedback if we detect that there was an issue with the service we immediately can trigger an alert to help coach that individual agent so as opposed to waiting for a month after the event occurred to trigger or to uh to help coach and develop that servicenow agent we have the ability to do it in real time as soon as that transaction that feedback comes in we can go and sit down with the agent and say hey you just had an interaction do you remember what it was and they're like yeah of course I just hung up the call five minutes ago great let me tell you what we can do to help improve this to help change the experience going forward and in real time we can help Drive the behaviors that we're wanting to see out of those agents so again making this not only bringing together experiential data and operational data but making it real time so that when things occur we can immediately take action and drive those experiences so that's kind of the other one that's been really interesting that we've seen organizations starting to utilize more effectively um it's just you know again it's the operational the closed loop bringing them together so that organizations can react real time rather than you know being a liar yeah and this is so cool Matt because we're breaking down silos right like you said there's some reports somewhere that somebody's looking at that says we're not doing a good job but then you have all the folks who are actually doing the work and they never get that feedback and maybe by the time they do it's too late right but it's not a problem anymore or they don't remember what happened and you can't coach somebody on something that happened a month ago now uh well well five minutes after it happened might be a little aggressive you know being able to go back and say hey let's take a look at some of the things that happened this week you know this is enabling that conversation to have between a manager and an agent about real work that's happening and growing skills and growing capabilities so that now the agent feels like you know I'm not being so closely monitored but they're actually There's real opportunities to grow and learn new things and a lot of this you know while some of it the first place you might go to is like oh bad customer service right no empathy those kinds of things really what this boils down to more often than not is the agent maybe just didn't know how to solve a particular problem they didn't have the quickest route to unlock someone's account or they couldn't couldn't answer the question that somebody has and those are great opportunities for us to tie into again a lot of these workflows like Workforce optimization coaching with learning Integrations with third-party learning systems that are already built on a platform to say hey notice you kind of had a trouble with with some of the SharePoint issue that's what we have some training we can assign you on this and then set targets for that agent to do better next time and by getting this person this detailed feedback information and closing that loose not only providing a better end user experience all in all but also providing a better agent experience so they feel like they're growing they have that skill growth and those opportunities to learn and it's not again disconnected from you know hey you did a bad job okay can you tell me can you tell me why can you give me some better feedback and so again just breaking down those silos making it a much more human experience for the end users the agents the managers that manage those teams and uh at the end of the day providing better service at the Enterprise yeah awesome and Andy I love the idea of breaking down silos and I want to I want to click into one other thing that you mentioned right we've talked a lot about how in this scenario right an agent interacting with an end user well we can use the same technology to interact directly with our agents to your point maybe the agent didn't know how to find information or maybe the agent has to access 8 10 12 15 tools to try and get an answer so we can use the same technology to help understand the agent experience and say how do we help you be a better agent how do we change tools and Technologies and processes to make your job easier so it goes really really broad but to your point I think the key is it's breaking down the silos to be able to seamlessly connect systems like servicenow and qualtrics is what helps to break down those silos and create a single thread around how do we just operate better as an organization so it was a really awesome call out I just wanted to make sure that we brought it up on the call because I think it is so critical that again we think broader than than what our traditional methods used to deliver the more engaged and happy and more skin in the game your employees have the better you know service they're going to provide to the end users or even Investments right so uh it's all when you break down those photos or you know making everything better across the board so yeah yeah as you guys say this like I'm uh you know I was thinking about it what makes uh jobs fun in some ways is when we see customers right whether it's I.T or HR or the end users like deriving value from the technology that we are you know putting all this effort into and you know when you talk about breaking values and the power of Technology I'm actually reminded of the you know the the customer use case that was an inspiration for us as we thought about this partnership and you know building this integration together and this was with uh you know standard charted uh in Asia pack where as they were going through the pandemic you know A disruption that no one was ready for um and they have to now deal with this uh challenge about how do you engage and listen to this dispersed Global like Workforce and know what their understand what their expectations are for a from a hybrid work model and then how do you then enable that model you know in terms of because being a bank it's also about having the right working contracts and Arrangements in place and it was a very powerful story because what they did is they were users of service now and Standard Charter was also uses of quadrics and they used these two technologies in conjunction using qualifics to listen and understand and make employees choose you know which of the three options they want to opt into work models and then they use service now to automate all of those working arrangements and work arrangements and contracts that need to then come through to make this possible and so to me that's always been one of my favorite examples like I know it's an inspiration you know we discussed as we as we thought about the power of this partnership and and how how we put this together so folks I hope you know you're getting a lot of good ideas and inspiration as you think about how you apply this you know we want to uh you know it is still a lot of things to consume and so we do want to like share with you one other and Andy I want to like pull you in here and and you know talk about you know let's get down into the brass Stacks here and uh before that let's take a quick poll right so as you've here been hearing this we also want to hear from you you know what as you think about your overall priorities for your it team how important is employee technology uh initiatives for you so let's hear from you uh Austin great to see the answers come in uh look we are quadrax and you know servicenow we are all about IPM we're all about learning what you guys are up to so we do get these survey results you know that we do through structured feedback and surveys but it's fantastic to actually see uh these come through here I'm really happy to see that nobody is selecting that it's not a priority right everybody realizes just how much how much time companies are are devoting on it it varies a little bit but everybody realizes that this is important that's that's that's reassuring yeah that's really cool all right you know before we you know we're coming up on time you know and and the key part for us is to make sure you have a granular understanding of what are the capabilities that you know you get with this integration clearly's you know servicenow has uh Native uh you know in the platform some of the survey capabilities so I think it's important for you to understand uh what is the value add from uh this uh this product integration with portion service now so Andy would be great to hear from your perspective how you think about this value add yeah absolutely and uh you know it's understandable if you're thinking hey we have surveys in service now like what do we why would we need this right I think you've probably seen today a lot of reasons why there's a lot of value out here but just to go kind of line by line through here you know we have surveys embedded into a lot of our workloads these added one of them right but we also have things like assessments that might be uh built into other products like project assessments or risk assessments right so those engines uh are using those capabilities for specific product usage and those are still great for for using the survey engine and the assessment engine within the platform so cfad is a great way to get started collecting inside as well but as you probably know because we've talked to a lot of customers around collecting to see if that with our additive app survey you get a score but you can't really take a lot of action on that and it's hard to understand what's behind that score and so that's really where again this opportunity would bring in Fosters to do more analysis against that score and understand what people are actually thing brings a huge value out to really understanding new experience and that comes from a lot of qualtrics experience around you know working with psychologists having the accent Institute uh you know you heard here Matthew's an Adjunct professor himself right but a lot of thought into how these questions are built they put a lot of thought into how you're asking them uh how you're wording them and they work with you to really make them super super effective right and not save strength so there's going to be things there that you know servicenow or where the workflow company uh and and tying everything together in a platform of the platforms you're really looking to get that next level of experience data quadrants have got you back there um you know AI powered text analytics those are things that quad trips does that you know servicenow does against ticket data but not necessarily geared for doing that against uh experience data right um so you can kind of go through and see some of the things again are possible you can trigger uh different actions and and filtered surveys different ways but some of that requires scripting and requires somebody with some servicenow engineering knowledge to go in and actually flesh that out and build it out on the platform whereas they happen Out of the Box concert so again you're seeing a really great opportunity to partner here and fill a gap that uh that a lot of our customers are having between their technology management and their experience management and um you know putting that together in a seamless integration with a great partner like quantrix is a kind of a no-brainer so I know I didn't go Ryan by line necessarily because I know we're running out of time but if anybody has any questions on any of these feel free to reach out and um yeah I'll leave it at that that's good sounds good idea and we'll be right up against time so you know folks like first of all I want to say thank you to Andy and Matt you know uh I I you know and all of you actually for making this time spending this time with us I hope you enjoyed it as much as we've enjoyed bringing this to you um and we look forward to you know your questions your engagement you know here are resources for you you know all you do is just do a web search for servicenow and portraits partnership and you're gonna see you know a landing page and you know please reach out through your uh account reps you know be happy to come over and like share uh and demo this and discuss this in much more detail and so hopefully this inspired you and and you can take some of this knowledge and share it with the rest of your uh organization so with that I want to say thank you and um have a great day folks thank you