Adobe and ServiceNow announced the availability of its partnership integration, delivering an industry-first solution connecting data from Adobe Experience Platform and ServiceNow’s Customer Service Management workflow product to enable more seamless, connected customer experiences. In today’s experience economy, where digital-only is our reality, marketing and customer service organizations must be aligned around a data-driven, customer-first approach. Connecting Adobe Experience Platform, the industry’s first purpose-built Customer Experience Management (CXM) platform, and ServiceNow’s Customer Service Management product empowers brands with a more complete view of the customer.
The integration leads to seamless workflows between Adobe Experience Platform and ServiceNow, enhancing Adobe’s Real-time Customer Profiles with rich customer data and improving personalization of customer experiences across all touchpoints. Additionally, leveraging this ServiceNow and Adobe Experience Manager integration, brands can now deliver enhanced customer service capabilities.
The ways that businesses support their customers now will define their brand and relationships for years to come. Today organizations fall short of serving customers as they are reliant on outdated and siloed systems that fail to deliver relevant data to customers. Through this integration, Adobe and ServiceNow joint customers can:
• Establish Context to Drive Brand Loyalty: Enterprises are often challenged by navigating internal silos of data pertaining to interactions with their customers. This integration creates seamless data workflows that remove those barriers and connect marketing and customer service organizations. Now, when a customer reaches out with a concern or inquiry, the organization can see the full view of that customer’s engagement with the brand, from the products or services the customer has purchased to its most recent interaction with the company. This perspective leads to a more personalized and connected experience.
• Gain Deeper Insights for Personalization: Great experiences are built on the understanding of a customer’s journey. Through Adobe Experience Platform and the ServiceNow Customer Service Management workflow product, customers can streamline work between teams by aggregating data during the “evaluate” and “purchase” touchpoints, capturing service interactions to ultimately build rich, real-time customer profiles in Adobe Experience Platform.
• Improve Customer Experiences: A seamless customer experience equates to anticipating needs before they arise. With ServiceNow, organizations will understand which products or services the customer owns and uses, allowing organizations to drive towards greater personalization. By integrating Adobe Experience Manager and ServiceNow Customer Service Management, end customers receive a web experience and content that is truly tailored and relevant to their stage in the journey.
