hello everyone I would like to welcome you to today's live on service now virtual event next Generation customer experience powered by qualtrics and servicenow let's start with safe Safe Harbor slide this presentation may contain forward-looking statement so please do not take any decisions based on this presentation today's session is a part of life on servicenow series The created event series to connect you with servicenow experts and peers the sessions are being designated to help you to speed up deployment and also the adoption of our products we hope you will join us again at another webinar you can scan this QR code to see schedule of the sessions that are coming and we'll also put the same Link in the chat so you can just copy paste the link at access a couple of housekeeping items please stay on mute there will be q a session section after the presentation you can also use q a feature during the presentation to ask your questions the session is being recorded and the recording will be posted on servicenow community forum after the session we'll post a short survey so thank you in advance for your feedback let's look at today's agenda we'll start with quick introductions we'll look at the reasons why we would build this joint solution between servicenow and qualtrics and we'll also look at what we built and we'll finish with a demo thank you for joining us today my name is Rafael christak and I am a part of servicenow product management I did Integrations for customer workflows as well as for our industry vertical applications I have with me today Brandon Hansen from qualtrics good morning Brandon hey Rafael hey everybody my name is Brandon Henson and I lead our contact center strategy here at qualtrics so my role is to help all of our customers and Prospects and companies globally think about the future of their contact center how to integrate with other systems and how to drive ultimate value your better experiences for their customers thanks for having me so Brandon why we'll build this integration yeah it's interesting as we think about the you know this world we live in now particularly coming out of covet experiences really are the modern currency it's a quote from quadric CEO zig zaraphan it's very easy for for customers nowadays to pick and choose the companies they work with switching costs have never been lower and so as customers are thinking about which vendors they want to work with which products they want to select gone are the days where it's just purely a price competition it's very much around the experience that companies provide in our customers and it's so critical to get every experience right so many customers think about you know they don't think about the products they work with in in a in a vacuum right it's every single experience that they have and so when you if you go to the next slide you'll see some of the research that quadrics has done as we think about none of the critical components in the critical nature of every single experiences and so on the left you'll see some of our research around 72 percent of customers say that they will share good experiences with other others so positive experiences you get this tremendous Network effect this share of wallet share brand share of social uh your customers as they have positive experiences um they will share it with others on the right you see the wrist here eight and ten customers said that they will switch Brands because of a single poor customer experience and this is fascinating because you think about the brands you work with the products you work with the things that you uh you pay for and how quickly and easily it is for you to switch and so as you're thinking about the future of your companies and your businesses you need to understand every single touch point where you potentially have a break and a fail point and not just understanding that and that's really why as we'll show we've built this fantastic integration with servicenow you don't just need to understand what's broken you need to understand what you need to do to fix it and the returns of this are tremendous companies that are now investing in this if you want to go to the next slide are seeing a tremendous uh impact in the the returns and the revenue that they bring in so brands with Superior customer experience bring in 5.7 times more Revenue than competitors this is fascinating because it outlines the upside and the risk in in competitive markets the upside is tremendous where you now can go and create differentiation where you previously didn't have that differentiation and so the ability to take products and services in a space where you might not be as competitive as you want to be and say listen you know for the next couple years our product development plan it is what it is right some of that stuff is difficult to accelerate but you can attach the experiences to improve that and then on the wrist side this is what your competitors are doing right all of your competitors are thinking about this they're thinking about how they can improve this experience and so there's this great great quote here uh from Michael Ramsey at servicenow around uh what what it means now to know your customer uh how do you take the emotion of empathy uh Mass scale it in every interaction it was interesting I took a flight last night and the flight was delayed by about an hour uh I was getting in I was already getting in like it was a red eye flight and uh I got on the airplane and you know the pilot got on and talked about the the reasons and the cause and then he paused and he said and I am truly sorry for this experience I know this doesn't live up to our brand standard I know this is not what you've come to expect from our Airline we will do better and it was fascinating because I never had a pilot you know and it was so it was full of empathy it wasn't just this we're gonna do everything we can to get you off the ground and to your destination as fast as possible he truly took a moment to express empathy understanding that it was a late night flight that it was going to cause people to get in and Miss connections and that alone drove brand loyalty I said you know what I already love this Airline this isn't this one interaction wasn't going to make me switch but I'm not upset I I understand that things happen and so the ability for for that pilot to take that moment and show empathy to me it changed my entire framing of the experience I was no longer upset I was like all right I get it he's sorry and so a simple apology in that moment of showing empathy did a tremendous amount for me as a customer and so that's one touch point right that's one touch point that we have with you know that I had with that Airline but as you're thinking about your your customers and the products and the services that you offer it's incredibly important that you understand all of your touch points and so you need to understand those touch points that they're having with your brand from an omnichannel perspective early in the journey where they're considering where they're going through that awareness and they're potentially using your marketing assets your digital assets and what do those touch points look like as they're potentially engaging in a cell cycle what do those experiences look like how do you understand the sales Journey um the procurement Journey the delivery Journey as they begin to use your products how do you think about the the usage experience the user experience the the user interface of the product the functionality and then from an ongoing perspective the ease of getting support companies don't Benchmark you based on the best in your industry they Benchmark you on the Best in Class overall support experiences that you're having they Benchmark you based on what Amazon is doing in retail and what apple is doing in consumer products and and what Chick-fil-A is doing in a faster right you know what those experiences look like and customers expect that level of experience to expect to be delighted they expect it to be easy and they expect to accomplish what they're trying to do very very quickly and so one of the interesting statistics on the on the bottom left that some of the research we've done talked about the economic impact of poor computer consumer experiences uh being 1.9 trillion across the board and so this is massive opportunities and so I think one of the things that you know I want people to take away coming out of this is no single industry has fully figured this out no single companies figured this out completely and so no matter what industry you're in no matter what space you're in there is a tremendous opportunity for competitive manager no matter where you are and so I think you know coming out of covert in particular we saw this drastic change in perception of companies by customers as everything went remote it went digital it went mobile and so companies had to quickly pivot and some companies were prepared for it and some companies are getting prepared for the repercussions of it but independent of that companies now have this opportunity thinking about the next 15 years of business so hey this is how I want to be perceived as a brand so some of the statistics are you know they're more likely to trust that organization they're more going to recommend that organization and then they're more likely to purchase from that organization and so you get this higher share of wallet you get this higher Social Network effect uh and then as you think about the overall brand equity and brand positioning of your company uh your formal you know times more likely to trust that organization so this is kind of the scenario that exists and this is what we've seen from a qualitrix and servicenow perspective that exists in the market and so we said okay what do we what can we do to address this how can we figure out what uh what customers need to actually address the challenges that they're facing in this current stage so if you want to progress roughly I'll talk a little bit about what we built and I'll start on the qualtrip side and so I'll take just a moment to talk about how we think about the overall experience management ecosystem and architecture I'll talk a little bit about in a moment about how we actually do it in the platform but high level we think about four core lenses of business or four core lenses that every company needs to be thinking about and it starts with that brand promise and understanding you know what does that brand promise that our customers feel whether we've articulated or not how do they understand our brand and that brand is really the compilation of every experience they've had with us as a brand and that experience is primarily delivered by the products and services that we offer and by the employees that deliver those experiences and so what we've done at quadrants is we've built out dedicated foundational technology across each of these areas so from a brand experience how do you manage and understand your brand experience how do you manage understand that that brand promise that perception from your customers from non-customers alike and then from a product perspective how do we understand the product how do we improve our product how do we do research under the features the functionality the things that our customers are wanting as you're preparing to launch new products how do you make sure you get it right and then how do you ensure your employees are trained properly one of the the pieces of research we've done shows a clear linearity between High Employee Engagement and high customer satisfaction but so how do you ensure your employees across every Spectrum are highly engaged highly motivated and that you're really understanding that experience for the employee and that really comes your fruition through your customer experience right so we want to make sure that you've got Frontline interaction data around every touch Point um that your customers are having that you've got an understanding of what that experience looks like and how you can improve it so that's the high level XM architecture and I'll just take a moment and talk about in particular for customer experience which is where we've built this integration with servicenow what that looks like and so the goal here is to First say all right let's understand where are all those listening posts where do you have feedback your traditional surveys where you have conversations and so that support conversations that's chat that's chat Bots that's emails um where all these different interactions happening then let's look at your social data it's our where do we have social data that's coming through and where can we pull that where have you already got that natively and let's tie that in with all of your operational data so thinking about your your crms your cdps uh your ccas systems any of these Data Systems or you've got a significant amount of data about that customer then let's take that data and do some um analytical sophisticated predictive modeling on that let's first you know take out take in from the overall perspective the analytics on the conversations and the chats and the text let's use our industry-leading natural language processing our industry model to say all right what are they talking about next we'll say great what does that mean how important were they how emotional were they about that what is what themes and intent can we detect from that how do we explore all these interactions so now we've got this robust analytical data set that tells us exactly all right all of these customers we've now segmented and they're saying all right well now we need to do something with that right we've now found there's customers that are having problems that are stuck in a journey or they've let you know they're extremely upset and so now we try let's take and drive action off of that and so now that you've listened and analyzed let's drive action so that you can truly understand um one how to optimize your business so from an outer loop perspective how do we take all of these insights to improve business processes but then for the individual customer how do we close that loop with the customer and this action layer is is really really all that matters you can do the analytics and it's important to have accurate analytics but if you're not going to act and you're not going to follow up with the customer and you're not going to improve those experiences It ultimately doesn't matter and so that's where the the service now integration and application becomes fundamental and transformation as companies think about I'm going to take all of this data and understand exactly what's happening and exactly what my customers are saying and now I'm going to go and do something about it and that's where this gets really powerful so that's a little bit about the The Challenge and the why and a little bit about what we've built from the qualtric side I'll turn it back over to Raphael to talk more about the servicenow perspective and once you've got that Insight how do you take that to ensure that you're driving the appropriate action and closing the loop with stakeholders in the company thank you Brandon let's look now at service now and how we are using this information that is the prospects is providing and how do we ensure customer service so um let's look at the high level architecture we have here our Cloud platform with mainly four components we have platform Foundation configuration intelligence and at the bottom you can see we have our connectivity so that's the layer through which we connect with different systems like qualtrics and on the top you can see we have our four application domains we have our customer and Industrial workflows employee workflows technology workflows and creator workflows and if we zoom in we have two main components that we'll be using for Quality integration so we built our solution around this two application domains so we have customer service Management on the left side in customer and Industry workloads and employee Management itsm on the right side in employee workflows so uh employee uh employee management we did already a session last week so we can go and check it today's session focused on uh customer experience so we are integrating qualtric customer XM model with a servicenow CSM module and we'll see how does it work so on the left side we have qualtrics part and we are using qualitrix for a data collection and processing and also we are using qualtric sophisticated segmentation of the customers and then on servicenow CSM part we are using workflows to orchestrate how the how do we interact with the customer and also we are using interest intelligent types routing and we in addition we are using performance performance analytics to feedback our integration and to be able to constantly improve the model so how does it work the approach is really simple and Powerful at the same time we use qualtric segmentation to group customers into four segments we split first the customer base on customer value so high or low customer value and then we split again those segments into a customer satisfaction so we are looking at customers that are satisfied or unsatisfied and then we focus only on high value customers that are unsatisfied we provide them with what we call wide glove service to all other customers we'll just provide standard service this includes also high value customers that are satisfied and this clusteric segmentation is constantly updated so a customer that qualifies for White Glove service today may not qualify for the service tomorrow because we are using a real-time context to evaluate customer during the interactions with the customer so mainly our joint solution has three components on the we said that on the Patrick's side number one we are using customer data collection and segmentation and then the second part that we built we enhanced at qualtrics API that brings data from qualtrics profile and we're getting all the information about customers segments then we built our integration generic interrogation action in service now that calls a qualtrics API and this action translates the information about the segments into a customer kpis so then based on this kpis we can do evaluation of the customers and then in addition third part we build a UI component that exposed the information about customers that we are getting this Rich customer profile from qualtrics and we expose those information to the agent in the call center so they can have true 360 view of their customer and the value of our solution so we improve customer experience because we provide tailored services and we are giving customers what they want at the right moment we improve through this customer royalty and also we reduce the cost to serve because we focus our investment or we enable the brand to focus their investment into high value customers that are at risk so it's really very dedicated segment of the customers that we are serving so let's look now at the demo uh how does it work for the customers and before starting the demo I would like to walk you through the process so it will be easier for you to understand the demo and we'll be doing the runtime so the story of the demo goes like this there is a Surface interruption and customers experience problems with the service so the customer will go on a brand website and try to find more information about uh the outage and our customers will be interacting through virtual agent through the website and as soon as customer identified itself in the system will immediately go and check and retrieve customer profile from Patrick's and we'll get the information about customer segments and we'll translate those information into customer value and customer satisfaction and then we'll do redirection best based on this customer profile so the all the customers that are high value and are unsatisfied will redirect to the top level flow number a and this will be our White Glove service and in this for this customers will automatically issue a credit because of the outage and also we offer optional transfer to the live agent and as you know as you know in the call center that's a very expensive part for all other customers so low value customers and high value customers that are satisfied will just offer standard service and will offer them subscription to automatic notifications so actually the demo we've been seeing it's the demo path in Orange so we'll have a high value customer that is at risk and we will do execute a white glove service flow so top one and let's look at what will be looking like in the live demo so we'll have customer Julie Lewis that is experiencing issue with the server issues with the service and Julie will go on this website and we'll use in this part servicenow virtual agent to interact with the system and the interaction will go to the service now backend and the answer is now backend will interact with qualtrics so let me switch now to the demo and here is the brand website that Julie is connected on you can see in the right corner who is already identified herself in the system and what happened at the moment she then identified herself in the system we already went and retrieved her profile from quadrics so we know that Julie is high value customers at risk and also because of servicenow cmdb awareness we monitor services and we know that there is an issue with services that Julie is using so automatically once you disconnects in the identified to the system will launch virtual agent and if we look at this virtual agent already knows that there is an outage and confirms this to Judy and is asking if she's connecting today to deal with the outage and she will say yes I want to information about the outage so if we zoom into this the first thing she sees is that we already were processing we know about the outage and we are already processing the rewards so she was credited automatically and there is no action required for her so it's completely seamless experience and then in addition we offer her ability to speak with the live agent so we ask if she would like to speak with the live agent and Judy says yes so there is a one minute wait to be uh connected to the agent so in the meantime let me show you how does it work on the back end so here we have the view of our flow designer which is our graphical tool to design the processes and we can see here we are in White Glove service flow and as soon as there is a we are coming into this flow number one the second step will be lookup contact by email this is the action where we go and call a qualtrics API to get information about the customer and customer segments in the step 3 we'll process this information and we will do the evaluation of the data that is coming for this customer and then if customer qualifies for wild growth service we have this Prem support so we will offer a service credit automatically and we'll offer also switch to speak to the live agent for every other customers we will just do standard support and will offer the customers to subscribe for automatic notification for the outages so once Judy connects to the live agent now we are looking at the view what agencies on his desktop so on the live live on the left side we have the chat history already done by the virtual agent so the live agent can continue and on the right side we have the information about our customer about the jewelry so you see the contact information information about the cases and also very important this is this UI component that we added and with information coming from qualtrics so we have customer insights so first of all you see very clear indication that the customer is eligible for White Glove service on the left side you see the metrics that were translated from information about the segments and we can see that this is the customer of high value and that customer satisfaction is low and in addition we are providing agent with the history of recent interactions so we have three last interactions the customers so the agent can see really the context of the customer and can understand better this context to serve better customer so the agent on the left side is just grading and the customer and saying that sorry about the outage and then Judy of course is saying that it's a terrible timing for the outage there's no good time for the outage and she's asking if agent can help her to fix the issue faster so the agent is looking in the system and providing a knowledge article how she can restart her service manually to fix faster the issue and also the agent is aware about the context so he's saying that oh I see here that you are only a few months away from product upgrade and actually we have a program now that offers free early upgrade and would you like to be in would you be interested in this and then Judy say yes of course if it can help me it would be great and she subscribes for this early upgrade so like this she had much better experience despite that there was the outage and she talked to someone who she got credit she talked to someone who helped her to restart the hardware and also she was offered with [Music] the early upgrade so this concludes our demo I'll switch back to the presentation and here we have information about additional resources so we have two parts we have depart that is for servicenow and on the right side for qualtrics both starts with the main break page so these are our main web pages that have the information with other references regarding of our joint solution so you can access this and now you have also those links you have also in the notes so if those links don't work for you you can take them from the notes of the slides so now we can switch to q a session do we have any questions and I'm looking through the chart for me I don't see any questions uh I assume that presentation was so clear that everyone understood we had a question from Lorraine about the the workflow applicable to customer exam only so I'll take this one from from the qualtric side so what we've done is we've integrated and the integration today that we've spoken about is the integration through customer XM and so with with the customer exit on the qualtrics platform the integration is there to drive your customer experience program we have built similar Integrations on our employee experience technology as well and so there's another webinar as well that happened last week I believe that speaks to the employee experience transformation technology with the itsm product from servicenow and so we've built kind of all up Integrations with qualtrics and servicenow so independent of what qualtrics platform you're on you can run a similar feedback through action process the one that Rockwell showed specifically was around customer exam and CSM from the service now slide side but we built it across both yes so we have two Integrations one integration is for the external customers so that's what we were looking at today and the last week we had a presentation of the integration for internal customers so for employees and it was on last Thursday and this was also recorded So if you go on the our website you can download the recordings and slides as well do we have any other questions well if not uh thank you for very much for joining this webinar and thank you for listening again this webinar have been has been recorded and will post the recording and the slides on our community forum oh thanks everybody for coming appreciate the conversation thank