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Adobe Web Experience Management vs ServiceNow Customer Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Feb 4, 2025

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
6.9
Number of Reviews
2
Ranking in other categories
No ranking in other categories
ServiceNow Customer Service...
Ranking in Customer Experience Management
2nd
Average Rating
8.2
Reviews Sentiment
7.7
Number of Reviews
14
Ranking in other categories
CRM Customer Engagement Centers (4th)
 

Mindshare comparison

As of May 2025, in the Customer Experience Management category, the mindshare of Adobe Web Experience Management is 2.1%, down from 4.2% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 5.7%, up from 5.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

Syed Hasan - PeerSpot reviewer
It has a lot of features, and it is very easy to learn, use, integrate, and manage
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. They can increase the number of components in terms of combinations. For example, if I take an image and a text component, currently, Adobe gives you just an image and text component. It should provide multiple versions, such as image, text, and video. That's because, on most of the sites, clients always come up with this combination. They want to have a video. They want to have an image, and they want to have some text. There could be options to have any of the following combinations: * The image on the left, the video on the right, and the text at the bottom. * The image on the left, the video on the right, and the text at the top. * The image in the center, the video on top, and the text at the bottom. If they can come up with such permutations and combinations, it will make the work easier. It will help us in putting out the site in a faster way, instead of us having to do the regular development every time. They can come up with some out-of-the-box components to help you drag and drop a video that will be displayed in a particular player. Currently, some of the features are not available, and we have to customize them. They can look into the top video players that are being used by most of the end-users from a location and provide out-of-the-box components. They can look into the features of YouTube, Vimeo, and other top players.
Arvind  Mehrotra - PeerSpot reviewer
Integrating departments for unified service while managing complexity and learning curve
ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.

Quotes from Members

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

Pros

"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 tool is very useful as it helps us run businesses smoothly."
"The integration capabilities of ServiceNow are wonderful."
"The product provides flexibility in managing and categorizing the incidents."
"The tool's most valuable feature is the service portal."
"ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7."
"The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."
"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."
"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."
 

Cons

"Unable to handle very large video files."
"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."
"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."
"The product does not cater to businesses of every scale and budget."
"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."
"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."
"The product's AI feature should be improved."
"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."
"ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses."
"The price could be better. ServiceNow should price products more reasonably."
 

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
Educational Organization
20%
Financial Services Firm
9%
Computer Software Company
9%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about ServiceNow Customer Service Management?
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 ...
What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
The pricing is around a seven, making it rather expensive. However, even with the cost, it is justified because it significantly aids business operations.
What needs improvement with ServiceNow Customer Service Management?
Sometimes ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) lags, meaning the speed is low or there is a delay in operations. These are the areas n...
 

Also Known As

No data available
ServiceNow CSM
 

Overview

 

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
Find out what your peers are saying about Adobe Web Experience Management vs. ServiceNow Customer Service Management and other solutions. Updated: April 2025.
850,028 professionals have used our research since 2012.