Operations | Monitoring | ITSM | DevOps | Cloud

Adobe and ServiceNow announced the availability of its partnership integration, to deliver 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.

ServiceNow’s mission is to make work, work better for people. We strive to make work experiences – tasks like onboarding as a new employee, managing IT requests, and dealing with workplace issues – as convenient as buying a pack of diapers online for my newborn. But, at ServiceNow, we do it all with an eye towards the employee, aiming to make their lives easy and hide the complexity. Our Employee Workflows empower people to get answers and help—anytime, anywhere.

COVID-19 is changing how people want to work and how companies engage and communicate with their employees. As the curve flattens and organizations consider how to safely return employees to company workplaces, they need flexible solutions that allow them to balance employee preferences with health, regulatory and safety requirements and the demands of the business. Companies need modern, agile workflows to meet employees where they are.

The COVID-19 pandemic has reminded me and many others of the importance of customer service. Today, customer service management is a 24/7 business. ServiceNow’s Now Support portal already allows our customers and partners to manage their instances, upgrades, and users from one central location.

Amid the COVID-19 pandemic, ServiceNow and our partners have been busy meeting the needs of customers across the world. In recent weeks, several of our global partners have rolled out new applications, web portals and other services to help customers manage emergency response efforts. In these difficult times, their ingenuity, agility and speed have been nothing short of inspiring.

Business leaders are always looking for ways to leverage technology so that employees can do their best work and meet evolving customer demands. While we settle into the new normal of remote work, mobile technology is taking on a new role in the enterprise, as employees adapt to an increased blending of their professional and personal lives. At ServiceNow, we recently conducted new research to understand how employees are taking advantage of mobile services offered by their organizations.

Everyone knows the existential question: If a tree falls in the forest, and nobody is there to hear it, does it make a sound? Leading-edge customer service management today has produced a corollary: If a network problem is fixed before the customer even suspects there’s an issue, did it even happen?