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How Adobe and ServiceNow aim to advance customer experience management

Adobe and ServiceNow announced a partnership that aims to empower brands with a solution for stitching together Adobe customer experience data and ServiceNow customer data.

Organisations use customer engagement solutions to better understand and personalise the digital experience for customers. But this data is typically siloed and disconnected from the customer service experience. 

Customers expect a seamless, personalised experience as well as quick issue resolution. Adobe and ServiceNow will enable integrations between Adobe Experience Platform and the ServiceNow Now Platform to enhance Adobe’s real-time customer profiles with ServiceNow’s customer data. 

This will supposedly create a more comprehensive view of a customer across their entire digital journey, from acquisition to service.

Additionally, Adobe Experience Cloud solutions will integrate with the ServiceNow Platform, including its Customer Service Management (CSM) solutions to enable better customer and employee experiences across both companies’ applications. 

The partnership aims to enable mutual customers to integrate and leverage digital workflows, service catalogues, intelligent content and knowledge management capabilities. 

ServiceNow CEO John Donahoe says, “Customers demand exceptional experiences, and businesses are looking to transform customer service and engagement. 

“Together, ServiceNow and Adobe will help enable seamless digital workflows that power the experiences customers want and that businesses seek to provide.”

The partnership aims to allow customers to benefit from a centralised, intelligent customer experience management 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.

Adobe CEO Shantanu Narayen says, “Delivering personalised, real-time customer experiences is at the core of every successful enterprise. 

“Adobe and ServiceNow are partnering to provide enterprises with real-time actionable data across the customer journey so they can better manage and grow their digital businesses.”