Making people happy starts with knowing how.
Here's how we helped the digital platform make the most of its data.
ServiceNow helps companies run smoothly with automated workflows. So it makes sense that they wanted customer and partner interactions to have the same sense of ease. To make it happen, we examined the ServiceNow customer experience, end-to-end, and empowered their people to make it better.
We made the big moments count.
We got ServiceNow’s CX program up and running with tech from Qualtrics. With the new surveys and workflows in place, the company saw thousands more follow-up actions—and those conversations helped ServiceNow boost loyalty and satisfaction.
First, we got a
clearer image.
ServiceNow wanted customers and partners to have great interactions with the brand—but they didn’t know where to start.
Their CX Strategy team didn’t have enough information to make change in a smart way.
So they built a three-pronged learning structure: one team for research, one for VoC listening, and one for driving a customer-centric culture. That system tapped into all the right data sources. But without organization, the data was just noise. The CX Strategy team needed the right tech to streamline new information.
ServiceNow collected the data. We helped them make the most of it.
ServiceNow teamed up with Walker to get Qualtrics® working for their systems, setup and business goals.
From planning to development to launch, our team stayed in lockstep with ServiceNow.
We helped ServiceNow automatically send feedback to the right place, so they could address it quickly. Closing the loop on those conversations let them work faster and better. Soon, account value increased, along with loyalty and satisfaction.
Automatic follow-up actions
Survey programs running
Action workflows
Don’t take our word for it.
“Walker is the strongest XM partner I’ve had the pleasure to work with. The Walker team is highly collaborative, and their extensive XM skillset is unmatched.”
We pinned down the
pain points. Then we
fixed them together.
Once ServiceNow understood its customers and partners—and their journeys—they could focus on the big moments. They prioritized high-impact initiatives, got executives to buy in and took their changes company-wide.
Operational data plus lots of feedback made better measurements. Which meant better investments, better predictions and better value.
But it doesn’t stop there. ServiceNow’s next step was proactivity: making a better experience for those who don’t give feedback (which, incidentally, was most people). Predictive NPS helped the CX Strategy team see who might need follow-up. And it worked: at six months post-pilot, they saw growth across multiple metrics.
Here’s a few key players.
See more of our work.
