{"id":115571,"date":"2020-05-06T14:55:13","date_gmt":"2020-05-06T18:55:13","guid":{"rendered":"https:\/\/www.borndigital.com\/?p=115571"},"modified":"2020-05-06T14:55:15","modified_gmt":"2020-05-06T18:55:15","slug":"adobe-servicenow-partner-to-improve-customer-experience","status":"publish","type":"magazine","link":"https:\/\/brainstation.io\/magazine\/adobe-servicenow-partner-to-improve-customer-experience","title":{"rendered":"Adobe, ServiceNow Partner to Improve Customer Experience"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\">Need to Know<\/h3>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Through the partnership, ServiceNow and Adobe will integrate software systems to improve apps used by customer service representatives.\u00a0<\/li><li>The integration will create a workflow between Adobe Experience Platform and ServiceNow, allowing for improved personalization of customer service experiences and enhanced service capabilities.\u00a0<\/li><li>When a customer contacts a brand using an app with the integration, the customer service rep will see a full history of the customer&#8217;s engagement with the brand, compiled by Adobe.\u00a0<\/li><li>ServiceNow\u2019s latest quarterly results show its revenue increased to $1.06B, a 34% year-over-year growth.<\/li><\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Analysis&nbsp;<\/h3>\n\n\n\n<p><\/p>\n\n\n\n<p>Consumer behavior has dramatically changed due to the restrictions placed on many businesses as a result of the coronavirus pandemic. In addition to delivery options, product offerings, and pricing, brands are heavily focusing on customer service and providing the best unique solution for each individual customer.\u00a0<\/p>\n\n\n\n<p>Today, Adobe and ServiceNow announced a new partnership that will allow brands to focus on personalization and customer service at an entirely new level. <\/p>\n\n\n\n<p>\u201cToday\u2019s customer service teams are faced with unprecedented levels of customer inquiries, which has created urgency for omnichannel, end\u2011to\u2011end customer service solutions that provide a complete view of every customer,\u201d said Farrell Hope, SVP of customer workflows at ServiceNow. \u201cTogether with Adobe, ServiceNow is enabling organizations to have greater access to important customer information and build deeper loyalty with their customers.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"536\" src=\"https:\/\/d3ghupt9z9s6o0.cloudfront.net\/app\/uploads\/2020\/05\/13094940\/ServiceNow-Adobe-Example-1024x536.jpg\" alt=\"\" class=\"wp-image-115616\" srcset=\"https:\/\/d3ghupt9z9s6o0.cloudfront.net\/app\/uploads\/2020\/05\/13094940\/ServiceNow-Adobe-Example-1024x536.jpg 1024w, https:\/\/d3ghupt9z9s6o0.cloudfront.net\/app\/uploads\/2020\/05\/13094940\/ServiceNow-Adobe-Example-300x157.jpg 300w, https:\/\/d3ghupt9z9s6o0.cloudfront.net\/app\/uploads\/2020\/05\/13094940\/ServiceNow-Adobe-Example-768x402.jpg 768w, https:\/\/d3ghupt9z9s6o0.cloudfront.net\/app\/uploads\/2020\/05\/13094940\/ServiceNow-Adobe-Example.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>The integration of Adobe\u2019s extensive customer data with ServiceNow\u2019s workflow means that when a customer contacts a brand using either Adobe, ServiceNow, or an affiliated app\u2019s system, the customer service rep will have immediate access to customer history and interaction with the brand, including purchases and queries made through its online help portals. This \u2018360 view\u2019 of the customer history allows the rep to gain better customer insights, drive brand loyalty, and improve the customer experience, all of which drive sales.\u00a0<\/p>\n\n\n\n<p>\u201cAdobe\u2019s mission to change the world through digital experiences has never been more relevant or powerful,\u201d said Amit Ahuja, VP, ecosystem development, Adobe in the <a href=\"https:\/\/www.servicenow.com\/company\/media\/press-room\/servicenow-adobe-announce-global-availability-of-integration.html\" target=\"_blank\" rel=\"noreferrer noopener\">release<\/a>. Adding the partnership will empower enterprises with a more complete customer profile \u201dso they can provide an experience that will drive better engagement and ultimately business success.\u201d&nbsp;&nbsp;<\/p>\n\n\n\n<p>Its ServiceNow partnership is just the latest innovation Adobe has made with its platforms. Earlier this year Adobe unveiled its popular <a rel=\"noreferrer noopener\" href=\"https:\/\/brainstation.io\/2020\/01\/23\/adobes-aem-cloud-shift-reasserts-market-leadership\" target=\"_blank\">Experience Manager (AEM) as a cloud service<\/a>, merging its\u00a0 \u201crich out-of-box capabilities and content customization options\u201d with the flexibility, security, and savings on the technical overhead that cloud-based storage provides.<\/p>\n\n\n\n<p>ServiceNow currently has over <a rel=\"noreferrer noopener\" href=\"https:\/\/seekingalpha.com\/article\/4342967-servicenow-didnt-read-memo-are-in-raging-pandemic\" target=\"_blank\">900 customers contributing over $ 1 million <\/a>in contract value, helping to bring its quarterly revenue to $1.06 billion. In late 2019, <a rel=\"noreferrer noopener\" href=\"https:\/\/news.adobe.com\/news\/news-details\/2019\/Adobe-Surpasses-11-Billion-in-Annual-Revenue\/default.aspx\" target=\"_blank\">Adobe reported<\/a> that it surpassed $11Billion in annual revenue.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Need to Know Through the partnership, ServiceNow and Adobe will integrate software systems to improve apps used by customer service representatives.\u00a0 The integration will create a workflow between Adobe Experience Platform and ServiceNow, allowing for improved personalization of customer service experiences and enhanced service capabilities.\u00a0 When a customer contacts a brand using an app with [&hellip;]<\/p>\n","protected":false},"author":76312,"featured_media":115619,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[3397,3414],"tags":[185,3552],"magazine-region":[],"magazine-series":[],"magazine-topic":[],"class_list":["post-115571","magazine","type-magazine","status-publish","has-post-thumbnail","hentry","category-retail","category-technology-News","tag-adobe","tag-servicenow"],"acf":[],"_links":{"self":[{"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/magazine\/115571","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/magazine"}],"about":[{"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/types\/magazine"}],"author":[{"embeddable":true,"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/users\/76312"}],"version-history":[{"count":0,"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/magazine\/115571\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/media\/115619"}],"wp:attachment":[{"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/media?parent=115571"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/categories?post=115571"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/tags?post=115571"},{"taxonomy":"magazine-region","embeddable":true,"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/magazine-region?post=115571"},{"taxonomy":"magazine-series","embeddable":true,"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/magazine-series?post=115571"},{"taxonomy":"magazine-topic","embeddable":true,"href":"https:\/\/brainstation.io\/wp\/api\/wp\/v2\/magazine-topic?post=115571"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}