An Experience Management revolution at ServiceNow

At ServiceNow—the AI platform for business transformation—we’re obsessed with our customers. And it shows: Our world-class B2B customer experience is driving industry-leading customer retention rates and exceptional year-over-year organic growth. So, how do we do it?

Evangelize enterprise-wide experience management

We’ve built an experience management culture and programming across our entire enterprise powered by the Qualtrics XM Platform. These company-wide feedback programs now enable more than 10,000 employees from 180 teams to understand all the moments that matter to our customers, partners, and employees so that we can continually improve their experiences. That means our CX Strategy team is partnering with departments from UX and product to human resources and beyond on one platform. Harnessing AI, we even launched a predicted NPS model that identifies customers at risk of having a poor experience—before they provide feedback or an NPS survey to proactively address customer challenges.

Automate XM to accelerate customer-centric action and innovation

And, really, that’s the key: All the powerful customer insights we collect drive action and innovation. By automatically routing customer and partner feedback to the right ServiceNow teams, we’re empowering our frontline to confidently respond to customers faster than ever before—that looks like 6,000 closed-loop actions per year, with a 90% closed-loop rate. When our customers feel truly heard, it builds trust and improves customer satisfaction and loyalty and leads to better insights, improvements, and business outcomes. The proof is in the NPS score—in accounts where there is a quality closed-loop conversation, NPS is19 points higher year over year.

Harness rich insights to spur systematic CX improvements

The deeply embedded XM culture at ServiceNow is also spurring customer-centric innovation at an organizational level, guiding our leadership and teams to scale what’s working and prioritize investments to better the customer experience. Today, real-time customer insights from more than 24 survey programs are accelerating and informing transformational, cross-functional initiatives at ServiceNow, including:

• Supercharging our digital customer experience with AI: By proactively recommending easy-to-consume content that matters most to our customers and meets them where they are, ServiceNow is creating a unified, personalized, and guided digital experience to help our customers get to value fast.
• Reimagining our customer journey in a fast-changing world: At ServiceNow we’re continually designing an even more delightful end-to-end customer journey—from the moment our customers onboard, to every point along the way, we’re leaning in and obsessing over what will make customers successful on the platform and connecting them to the right resources and partners at the right time.

The bottom line: Drive incredible growth with XM done right

At ServiceNow, we believe that delivering great customer experience is a movement, not a moment. And done well, it can fuel incredible growth: Our NPS promoters have a 91% higher average upsell deal size, 20 points higher ACV growth, and are 66% less likely to churn than NPS detractors. Viva the XM revolution!