Adobe Web Experience Management vs ServiceNow Customer Service Management comparison

Adobe and ServiceNow are both solutions in the Customer Experience Management category. Adobe is ranked #12, while ServiceNow is ranked #4 with an average rating of 8.3. Adobe holds a 2.1% mindshare in CEM, compared to ServiceNow’s 2.3% mindshare. Additionally, 100% of Adobe users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Adobe Web Experience Manage...

Read 3 Adobe Web Experience Management reviews

472 Views
439 Comparison Views

100% willing to recommend

ServiceNow Customer Service...

Read 17 ServiceNow Customer Service Management reviews

1,450 Views
798 Comparison Views

100% willing to recommend

Adobe Web Experience Manage...

ServiceNow Customer Service...

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Executive SummaryUpdated on Feb 4, 2025

Adobe Web Experience Management and ServiceNow Customer Service Management compete in the digital business solutions market. Adobe provides strong customization, while ServiceNow shines with integrated efficiency.

Features: Adobe Web Experience Management offers robust content management, advanced personalization tools, and seamless Adobe suite integration, ideal for marketing-focused enterprises. ServiceNow focuses on efficient case management, streamlined automation, and process optimization, catering to businesses needing effective customer interaction solutions.

Ease of Deployment and Customer Service: Adobe may have a complex deployment process because of its extensive features and integration needs, extending setup times. ServiceNow's cloud-based model allows quicker deployment and simple updates, enhancing customer service efficiency through integrated platforms compared to Adobe.

Pricing and ROI: Adobe typically incurs higher initial costs due to its wide-ranging features and integration aspects, posing ROI challenges for smaller businesses but offering significant returns for enterprises utilizing its marketing tools. ServiceNow presents a lower initial investment with potential for swifter ROI through better service efficiencies and reduced operational costs, appealing to cost-conscious organizations.

To learn more, read our detailed Adobe Web Experience Management vs. ServiceNow Customer Service Management Report (Updated: December 2025).

Buyer's Guide

Adobe Web Experience Management vs. ServiceNow Customer Service Management

December 2025

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Helped 881,082 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Adobe Web Experience Manage...

Ranking in Customer Experience Management

12th

Average Rating

8.0

Reviews Sentiment

4.4

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow Customer Service...

Ranking in Customer Experience Management

4th

Average Rating

8.4

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd)

Mindshare comparison

As of January 2026, in the Customer Experience Management category, the mindshare of Adobe Web Experience Management is 2.1%, down from 2.4% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 2.3%, down from 5.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Market Share Distribution
Product	Market Share (%)
ServiceNow Customer Service Management	2.3%
Adobe Web Experience Management	2.1%
Other	95.6%

Customer Experience Management

Featured Reviews

Somnath-Shelke

Tech Architect at a tech vendor with 10,001+ employees

User-friendly experience has supported static sites and personalization for multiple channels

Regarding AI-driven analytics in Adobe Web Experience Management, AI analytics is not yet used; however, since recently there was a push at a global market level to move to AI part, Adobe also introduced certain things, but currently, I have not used it. From an integration point of view, as I said, for Adobe suite products, Adobe provided it. However, mainly for the cloud one, Adobe Web Experience Management on-premises has certain restrictions from a compliance point of view. Adobe has hosted it in their environment, and now I think most clients are moving to AMS as well. However, when it comes to third-party integrations, there are certain restrictions, especially in finance organizations. For the retail sector, support provided by Adobe is pretty good but clients are still restricting themselves from moving to the cloud due to compliance issues, which I believe is not because of Adobe Web Experience Management but rather because of the cloud structure itself. Improvement-wise, I think Adobe Web Experience Management site-wise is fine, but mainly for the cloud one, it is growing. However, I have observed that certain forms need improvement, and if Adobe has any offering for clients needing private cloud solutions, that would be great. I have seen clients restricting themselves from moving to the cloud, and it depends on Adobe's awareness of this issue through surveys they may have conducted. I don't think I would suggest any additional features for Adobe Web Experience Management because case by case, the requirements may vary. Adobe has tried to provide the vanilla features that are required.

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BasilJiji

System Engineer at a retailer with 10,001+ employees

Structured ticket workflows have improved resolution speed and have supported SLA-driven support

ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways. Regarding the interface, currently the user who creates the ticket has a very limited interface with only the options for creating a ticket and providing details, while the support team has a much larger interface with many options, including SLA details and report generation. While this classification is great, I felt that some modifications could be brought to the interface. I felt that further modifications can be made so that it could be a perfect tool.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The user interface of Adobe Web Experience Management is user-friendly, and that is the main reason most clients are moving to Adobe from other vendors."

"The templates and components that come out of the box are very helpful, especially in terms of the content fragments and experience fragments. Every client would like to have some templates and components, and they would like to cut down the effort of having to create every component that's customized. So, they try to use them out of the box. Other than that, the user roles and permissions workflows, third-party integrations, and system integration are the features that are very important."

"Good content and digital management capabilities."

"The integration capabilities of ServiceNow are wonderful."

"The tool's most valuable feature is the service portal."

"The tool is very useful as it helps us run businesses smoothly."

"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."

"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."

"ServiceNow Customer Service Management has impacted our organization positively; we have formed a very good process with this tool that has helped increase the productivity of the team."

"The product provides flexibility in managing and categorizing the incidents."

"The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."

More ServiceNow Customer Service Management pros

Cons

"It would be better if it also supports some styling. Currently, whenever we have to do design for a particular client according to their brand strategy, it takes a good amount of effort. Adobe never focuses on this area. They say that you design your pages, templates, etc. If they can define common components or a common section of the style sheet so that if you want to have a button by default, you can go and just mention the specifications, such as the color code, and those specifications are automatically followed across the whole site or multiple sites according to the brand strategy. Such functionality will be helpful because currently, it takes a lot of effort to manage them separately."

"Unable to handle very large video files."

"From a technical support point of view for Adobe Web Experience Management, I would rate them a five. They attempt to resolve issues promptly, but response times can vary, and sometimes clients need to wait at least a month for more complex queries related to product parts as the support team has to consult with the core product team, which can take time."

"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."

"The product's AI feature should be improved."

"The price could be better. ServiceNow should price products more reasonably."

"The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."

"I do not have any notes for improvements."

"In terms of the initial setup of ServiceNow Customer Service Management, the complexity of scripting is challenging. Sometimes, extensive scripting is required and many checks have to be made to add basic functionality."

"ServiceNow Customer Service Management could be improved by incorporating Gen AI into ServiceNow."

"The pricing must be more flexible."

More ServiceNow Customer Service Management cons

Pricing and Cost Advice

"It's definitely an expensive solution, but it comes with a lot of features and scalability. As compared to other content management systems that we have in the market, AEM is the costliest one. There is no hidden or additional fee."

"I rate the tool's pricing a six out of ten."

"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."

"The product has a premium price"

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

10%

Manufacturing Company

10%

Retailer

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	9

Questions from the Community

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What is your experience regarding pricing and costs for ServiceNow Customer Service Management?

My experience with pricing, setup cost, and licensing is that these were done by the VP of our company, thus I have no idea about the same.

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What needs improvement with ServiceNow Customer Service Management?

ServiceNow Customer Service Management could be improved by incorporating Gen AI into ServiceNow. Though ServiceNow has a Now Assist feature for their CSM module, it still needs a lot of work to do...

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What is your primary use case for ServiceNow Customer Service Management?

My main use case for ServiceNow Customer Service Management is that I use it as an end user to provide customer support to our clients. For a specific example of how I use it to provide customer su...

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Comparisons

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Compared 15% of the time

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Compared 16% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 12% of the time

Oracle Fusion Service vs ServiceNow Customer Service Management

Compared 11% of the time

Salesforce Service Cloud vs ServiceNow Customer Service Management

Compared 10% of the time

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Product Reports

Buyer's Guide

Customer Experience Management

January 2026

Download Adobe Web Experience Management product report

Buyer's Guide

ServiceNow Customer Service Management

January 2026

ServiceNow Customer Service Management report

Download ServiceNow Customer Service Management product report

Also Known As

No data available

ServiceNow CSM

Overview

Adobe Web Experience Management (WEM) is a comprehensive content management system that empowers businesses to create, manage, and deliver personalized digital experiences across multiple channels. With its intuitive interface and robust features, WEM enables organizations to streamline their content creation process, enhance customer engagement, and drive conversions.

One of the key features of Adobe WEM is its powerful content-authoring capabilities. The platform provides a user-friendly interface that allows content creators to easily create and edit web pages, blogs, and other digital assets. With its drag-and-drop functionality and customizable templates, users can quickly design and publish content without the need for technical expertise.

Another standout feature of Adobe WEM is its robust personalization capabilities. The platform leverages advanced targeting and segmentation tools to deliver personalized experiences to each individual user. By analyzing user behavior and preferences, WEM enables businesses to deliver relevant content and offers, increasing customer engagement and driving conversions.

Adobe WEM also offers seamless integration with other Adobe products, such as Adobe Analytics and Adobe Target. This integration allows businesses to gain valuable insights into user behavior and preferences, enabling them to optimize their digital experiences and drive better results. Additionally, WEM's integration with Adobe Target enables businesses to run A/B tests and personalized campaigns, further enhancing the effectiveness of their marketing efforts.

Furthermore, Adobe WEM provides comprehensive content management capabilities, including version control, workflow management, and content reuse. These features enable businesses to efficiently manage their content lifecycle, ensuring consistency and accuracy across all channels.

Adobe

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow

Sample Customers

Rundfunk Berlin-Brandenburg, University of Georgia, The University of Auckland, Dalhousie University, KfW Bankengruppe, IG Group, National Australia Bank, Investec, New Mexico Department of Transportation (NMDOT), Swiss Federal Railways (SBB), Singapore Tourism Board, European Southern Observatory (ESO)

Siemens Healthineers, SAP SuccessFactors, Asurion

Buyer's Guide

Adobe Web Experience Management vs. ServiceNow Customer Service Management

December 2025

Free Report: Adobe Web Experience Management vs. ServiceNow Customer Service Management

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