Driving the customer experience using ServiceNow CSM

The American Greetings Story: Modernizing Customer Service With ServiceNow

According to a survey by Gartner, 80% of organizations expect to compete mainly based on Customer Experience (CX).

With 14000+ employees and various greeting cards brand subsidiaries, American Greetings needed a modern solution to provide personal and consistent customer service. The company wanted to retire multiple outdated tools and form a unified contact center powered by ServiceNow.

Join our upcoming webinar to learn how INRY and ServiceNow helped American Greetings achieve this and more!

We’ll also discuss:

  • A phased approach to ServiceNow CSM implementation
  • Sneap peek into American Greetings’ CSM portal
  • How the emails sent decreased by 60% within the first 3 months!
  • ServiceNow expansion roadmap of the company


Kristen Downing
Director, Customer Experience Center – American Greetings

Shea Laughlin
Solution Strategist – INRY

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