Adobe and ServiceNow announced the availability of its partnership integration connecting data from Adobe Experience Platform and ServiceNow’s Customer Service Management workflow product to enable more seamless, connected customer experiences. Connecting Adobe Experience Platform, its Customer Experience Management (CXM) platform, and ServiceNow’s Customer Service Management product provides brands with a more complete view of the customer. Through this integration, Adobe and ServiceNow joint customers can:
- Establish Context to Drive Brand Loyalty
Enterprises are often challenged by navigating internal silos of data pertaining to interactions with their customers. This integration creates data workflows that removes those barriers and connects marketing and customer service organizations.
- Gain Deeper Insights for Personalization
Great experiences are built on the understanding of a customer’s journey. Customers can streamline work between teams by aggregating data during the “evaluate” and “purchase” touchpoints, and capture service interactions to ultimately build rich, real-time customer profiles.
- Improve Customer Experiences
A seamless customer experience allows for anticipating needs before they arise. With ServiceNow, organizations will understand which products or services the customer owns and uses, allowing organizations to drive towards greater personalization.
Microsoft puzzling announcements
Jean-Louis Gassée has some good questions, including… “Is Microsoft trying to implement a 21st century version of its old Embrace and Extend maneuver — on Google’s devices and collaboration software this time?” Read More
Integrated innovation and the rise of complexity
While Stephen O’Grady’ post isn’t addressing Microsoft‘s recent Surface announcements as Gassée was, it is an interesting companion, or standalone read. Read More
Google and ambient computing
‘Ambient computing‘ has mostly been associated with the Internet of Things (IoT). There are many types of computing things. But the most important, from a world domination perspective, are those at the center of (still human) experience and decision-making; that is mobile (and still desktop) computing devices. The biggest challenge is the interoperability required at scale. This is fundamental to computing platform growth and competitive strategies (see Gassée’s question above). Ben Thompson analyzes Google recent announcements in this context. Read More
Attention marketers: in 12 weeks, the CCPA will be the national data privacy standard. Here’s why
Now it’s 10 weeks. Tim Walters makes a good case for his prediction even though other states are working on their own legislation, and Nevada has a policy already in effect. Read More
The Gilbane Advisor curates content for content, computing, and digital experience professionals. We focus on strategic technologies. We publish more or less twice a month except for August and December.
Gilbane Conference sponsor OASIS is hosting an informal “learn more” session about the new Content Management Interoperability Services, CMIS, at Gilbane Boston, tomorrow, Wednesday, December 3, at the Westin Copley hotel. The CMIS gathering is at 1:00 pm in the St. George room. Meet some of the developers of the standard. https://gilbane.com/gilbane-boston-2008-where-content-management-meets-social-media/
The World Wide Web Consortium (W3C) Semantic Web Best Practices and Deployment Working Group has released the First Public Working Draft of A Survey of RDF/Topic Maps Interoperability Proposals. The document is a starting point for establishing standard guidelines for combined usage of the W3C RDF/OWL family and the ISO family of Topic Maps standards. The group expects to publish Survey and Guidelines Working Group Notes based on this draft. www.w3.org/TR/2005/WD-rdftm-survey-20050329/, www.w3.org/2001/sw/