DIGITAL CX vs ServiceNow Customer Service Management comparison

RingCentral and ServiceNow are both solutions in the Customer Experience Management category. RingCentral is ranked #11 with an average rating of 9.0, while ServiceNow is ranked #4 with an average rating of 8.4. RingCentral holds a 1.9% mindshare in CEM, compared to ServiceNow’s 2.3% mindshare. Additionally, 100% of RingCentral users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

DIGITAL CX

Read 1 DIGITAL CX review

727 Views
451 Comparison Views

100% willing to recommend

ServiceNow Customer Service...

Read 17 ServiceNow Customer Service Management reviews

1,578 Views
884 Comparison Views

100% willing to recommend

DIGITAL CX

ServiceNow Customer Service...

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Executive Summary

We performed a comparison between DIGITAL CX and ServiceNow Customer Service Management based on real PeerSpot user reviews.

Find out what your peers are saying about Salesforce, Genesys, Qualtrics and others in Customer Experience Management.

To learn more, read our detailed Customer Experience Management Report (Updated: March 2026).

Buyer's Guide

Customer Experience Management

March 2026

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Helped 885,667 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

DIGITAL CX

Ranking in Customer Experience Management

11th

Average Rating

9.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Customer Communications Management (CCM) (3rd), Social CRM (7th)

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 April 2026, in the Customer Experience Management category, the mindshare of DIGITAL CX is 1.9%, up from 1.0% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 2.3%, down from 6.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Mindshare Distribution
Product	Mindshare (%)
ServiceNow Customer Service Management	2.3%
DIGITAL CX	1.9%
Other	95.8%

Customer Experience Management

Featured Reviews

reviewer1295121

Executive Vice President Operations and IT at a consultancy with 1-10 employees

Advanced VoIP functions that scales well and integrates AI

I am primarily working with Zoom products, including Zoom Video, Zoom Phone, Zoom Rooms, Zoom Webinar, and Zoom Contact Center. I also have experience with RingCentral, where I have helped customers with their phone system and resolving configuration issues RingCentral has a good implementation…

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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.

Read full review

Quotes from Members

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

Pros

"RingCentral has a good implementation of voice over IP and is easy to use, enabling a range of VoIP functions."

"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."

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

"The integration capabilities of ServiceNow are wonderful, I can integrate it with different tools and various platforms to get the job done, and the workflows provided by the platform are amazing, saving me a lot of time while the automatic notification process eliminates the need for me to seek approvals or send reminders."

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

"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."

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

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

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

More ServiceNow Customer Service Management pros

Cons

"RingCentral could improve by incorporating more advanced AI functionalities, as Zoom currently has AI integrated across their products."

"Pricing on RingCentral can be confusing due to numerous surcharges and fees, making it important to consider all fees for a true comparison with other services."

"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."

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

"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."

"The pricing must be more flexible."

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

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

"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."

More ServiceNow Customer Service Management cons

Pricing and Cost Advice

Information not available

"The product has a premium price"

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

"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."

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

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

10%

Financial Services Firm

10%

Retailer

Construction 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

What is your experience regarding pricing and costs for DIGITAL CX?

Pricing on RingCentral can be confusing due to numerous surcharges and fees, making it important to consider all fees for a true comparison with other services. Zoom, however, is more competitive a...

See all answers

What needs improvement with DIGITAL CX?

RingCentral could improve by incorporating more advanced AI functionalities, as Zoom currently has AI integrated across their products.

See all answers

What is your primary use case for DIGITAL CX?

See all answers

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.

See all answers

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...

See all answers

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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Oracle Fusion Service vs ServiceNow Customer Service Management

Compared 11% of the time

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Gainsight vs ServiceNow Customer Service Management

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Product Reports

Buyer's Guide

Customer Experience Management

March 2026

Download DIGITAL CX product report

Buyer's Guide

ServiceNow Customer Service Management

March 2026

ServiceNow Customer Service Management report

Download ServiceNow Customer Service Management product report

Also Known As

Dimelo, a Ring Central Company

ServiceNow CSM

Overview

Connect with customers across 20+ digital touchpoints like the web, social media, messaging apps, review platforms and your custom channels.

RingCentral

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

ServiceNow

Sample Customers

Orange, SCNF, AXA, Total, Cdiscount, DB, PMU, Ooredoo, Telenor, BNP...

Siemens Healthineers, SAP SuccessFactors, Asurion

Buyer's Guide

Customer Experience Management

March 2026

Download Free Report

Find out what your peers are saying about Salesforce, Genesys, Qualtrics and others in Customer Experience Management. Updated: March 2026.

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We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.