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October 15.2025
3 Minutes Read

Exploring the Impacts of AI Agents on Customer Experience: ServiceNow and Qualtrics Lead the Way

Group of professionals at a news conference about AI agents.

The Rise of AI Agents in Customer Experience

This month, a panel of customer experience analysts delved deep into the latest developments in artificial intelligence as it intersects with customer experience (CX).Among the biggest headlines is ServiceNow's unveiling of its advanced AI platform, decisively marking a step towards unified AI solutions across enterprises.

Understanding ServiceNow's AI Experience

ServiceNow's new "AI Experience" aims to seamlessly integrate AI into various workflows, enabling organizations to enhance efficiency and user experience alike. Analysts explored its implications for businesses looking to adopt automation and platforms that prioritize user roles. This strategic movement hints at a future where AI fundamentally alters the way enterprises operate, making user knowledge and context pivotal in service delivery.

Oracle's Innovative AI Agents and Their Impact

Recently, Oracle has introduced specialized AI agents designed for roles in service, sales, and marketing within its Fusion suite. What stands out is that this feature comes at no additional cost. The introduction of role-based AI agents exemplifies a broader shift towards task-specific collaboration among multiple agents. This marks a significant change in how businesses approach automation and task delegation, paving the way for more personalized and efficient customer interactions.

Qualtrics: A Strategic Move in Voice of the Customer Space

Qualtrics is making waves with its $6.75 billion acquisition of Press Ganey Forsta, an enabler in data analytics and experience management, particularly within the healthcare sector. This acquisition manifests Qualtrics' intent to capitalize on its leadership in the Voice of the Customer (VoC) market, combining significant experience and technology resources. As Zig Serafin, CEO of Qualtrics, points out, AI thoughtfulness in the CX domain can unlock substantial business returns when it aligns with foundational industry knowledge.

How AI Agents Play into This Narrative

The rise of AI agents presents a dual narrative. On one hand, these specialized agents enhance operational effectiveness, and on the other, they underscore a fundamental shift towards understanding users—whether customers or employees. For organizations like Qualtrics, the emphasis is not merely on enhancing efficiency; it's about embedding user experience into the operational fabric. The goal is an ecosystem that doesn’t just automate processes but also enhances the overall human journey.

Industry Implications for Healthcare and Beyond

Healthcare, often viewed as a proving ground for enterprise AI, provides a fertile ground for Qualtrics to showcase its capabilities post-acquisition. With Press Ganey’s robust experience across 41,000 healthcare providers globally, there's a unique opportunity to leverage AI for patient navigation and experience data management. Like a feedback loop, advancements in AI within healthcare settings can usher deeper engagement and better care pathways, while also demonstrating the viability of such technologies in less regulated markets.

A Call for Thoughtful Integration of AI

As demonstrated by the recent developments, the integration of AI agents within existing operational frameworks remains a challenge. Qualtrics together with Qualtrics faces the daunting task of ensuring that its AI technology doesn't just function as an isolated feature but fundamentally alters how organizations think about customer engagement. Using experience data to inform operational activities can cultivate profound outcomes that extend their market influence and profitability.

Conclusion: Addressing the Challenges Ahead

The potential for AI agents lies not only in operational efficiency but also in the ability to create meaningful experiences. As organizations like ServiceNow and Oracle explore these new technologies, proving their effectiveness will hinge on demonstrating tangible benefits across various industries, particularly in healthcare. Qualtrics, by tackling the nuanced requirements of VoC, stands at the forefront of this innovative wave. Their position fosters an exciting future where AI serves not just to simplify processes but to understand and enrich the human experience.

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