Strategic Partners

Adobe, ServiceNow partner to advance customer experience management

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Adobe and ServiceNow have announced a partnership to empower brands with a solution for stitching together Adobe customer experience data and  customer data, ultimately providing seamless digital workflows and personalised customer experiences across all touch points.

Organisations use customer engagement solutions to better understand and personalize digital experience for customers. But this data is typically siloed and disconnected from the customer service experience. Customers expect a seamless, personalized experience as well as quick issue resolution. Adobe and ServiceNow will enableintegrations between Adobe Experience Platform and the ServiceNow Now Platform to enhance Adobe’s real-time customer profiles with rich customer data. This will create a more comprehensive view of a customer across their entire digital journey – from acquisition to service.

Additionally, Adobe Experience Cloud solutions will integratewith the ServiceNow Now Platform,including its CustomerService Management (CSM) solutions to enable better customer and employee experiences across both companies’ applications. Adobe and ServiceNow will partner to enabletheir mutualcustomers to integrate and leverage digital workflows,service catalogs,intelligentcontent and knowledge management capabilities.

“Customers demand exceptional experiences, and businesses are looking to transform customer service and engagement,” said John Donahoe, president and chief executive officer, ServiceNow. “Together, ServiceNow and Adobe will helpenable seamless digital workflows that power the experiences customers want and that businesses seek to provide.”

“Delivering personalized,real-time customerexperiences is atthe core of every successful enterprise,” said ShantanuNarayen, presidentand CEO, Adobe. “Adobe and ServiceNow arepartnering to provide enterprises with real-time actionable data across the customer journey so they can better manage and grow their digital businesses.”

This partnership will enable customers to benefit from a centralised, intelligent Customer Experience Management (CXM) tool and,along with the ServiceNow Now Platform, customers will be able to streamline work between teams and ultimately build rich, real-time customer profiles in an instant. For example, ourmutual customers will be able to seamlesslyintegrate ServiceNow digital workflows,knowledge management and service catalogs into a personalized engagement layer through Adobe Experience Platform, to create consistent, contextual experiences andservices.

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