Initial phase includes the launch of a single,
connected solution for disputes resolution, called ServiceNow
Disputes Management, Built with Visa
New solution includes low-code, AI, and
generative AI capabilities to help boost efficiency and
productivity
ServiceNow (NYSE: NOW), the leading digital workflow company
making the world work better for everyone, announced today a
five-year strategic alliance with Visa, a world leader in digital
payments, to transform payment services. The initial phase includes
the launch of ServiceNow Disputes Management, Built with Visa—a
single, connected disputes resolution solution for issuers.
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ServiceNow announces five-year strategic
alliance with Visa (Graphic: Business Wire)
Managing disputes currently involves multiple systems and teams,
and many financial institutions often use siloed solutions that are
not fully integrated with one another. This disconnected approach
creates complexity, delays crediting and resolving disputes, can
create potential losses, and ultimately, impacts the customer
experience. ServiceNow Disputes Management, Built with Visa is a
streamlined solution that blends the best of ServiceNow’s AI-first
platform and the company’s Financial Services Operations solution
with Visa’s deep technology investments. Each year, Visa helps
prevent $30 billion in fraud for consumers and small businesses
using cutting edge technology, including tokenization and AI,
deployed throughout the entire payments ecosystem, including
disputes management.
“At the heart of our alliance is a commitment to build
industry-leading products that help financial institutions boost
employee productivity, create great customer experiences, and drive
business growth,” said John Ball, senior vice president and general
manager, customer and industry workflows, ServiceNow. “By making
Visa’s services available through ServiceNow’s intelligent,
AI-first platform, we’re powering innovation and setting a new
standard in the payments industry.”
“Solving customer pain points is core to our business at Visa,
and collaborating with an industry leader like ServiceNow will
allow us to help issuer partners resolve disputes more
efficiently,” said Vanessa Colella, global head of innovation and
digital partnerships, Visa. “ServiceNow and Visa look forward to
offering clients the latest technology solutions, so they can focus
on delivering an excellent experience for their customers.”
ServiceNow Disputes Management, Built with Visa will unite the
entire dispute management process – from the first indication that
a charge is questionable to early resolution, investigation, and
final resolution. It includes a single experience for solving
disputes so that employees can have high quality engagements with
cardholders, as well as dashboards, automation, alerts, and the
ability to audit all transactions.
Two standout features enhance its efficiency: a modern,
user-friendly low code platform that allows financial institutions
to make swift updates to their disputes management process, and
generative AI-powered experiences that improve customer intake and
agent investigation. The solution also incorporates ongoing changes
to disputes rules and applies industry best practices for
processes, workflows, and staying ahead of fraud.
“Banks should prioritize their CX efforts around the drivers
that most influence customer loyalty. For example, resolving
problems and issues quickly remains one of the most important
drivers of CX and retention for many banks,” wrote Alyson Clarke,
principal analyst at Forrester Research. “Banks that adopt modern
and flexible digital banking processing platforms will find it
easier and faster to deliver innovative (and profitable) customer
solutions.”1
ServiceNow is committed to revolutionizing financial services
with new products and services. This initial integration marks the
beginning of a more extensive, multi-phased relationship between
Visa and ServiceNow. The companies will continue to build new
solutions and will distribute Visa products and services to joint
customers. Together, ServiceNow and Visa will help clients improve
dispute management.
1Forrester, Consumer Banking Trends, 2024: Trends Shaping Retail
Consumer Banking In The Current Economic Climate, Jan 17, 2024
Availability
ServiceNow Disputes Management, Built with Visa will be
available in early 2024.
Use of Forward-Looking Statements
This press release contains “forward‑looking statements” about
the expectations, beliefs, plans, and intentions relating to
ServiceNow’s strategic alliance with Visa to launch ServiceNow
Disputes Management, Built with Visa. Such statements include
statements regarding future product capabilities and offerings and
expected benefits to ServiceNow. Forward‑looking statements are
subject to known and unknown risks and uncertainties and are based
on potentially inaccurate assumptions that could cause actual
results to differ materially from those expected or implied by the
forward‑looking statements. If any such risks or uncertainties
materialize or if any of the assumptions prove incorrect,
ServiceNow’s results could differ materially from the results
expressed or implied by the forward‑looking statements made.
ServiceNow undertakes no obligation, and does not intend, to update
the forward‑looking statements. Factors that may cause actual
results to differ materially from those in any forward‑looking
statements include: (i) delays and unexpected difficulties and
expenses in executing the strategic alliance or delivering the
product capabilities and offerings, (ii) changes in the regulatory
landscape and (iii) uncertainty as to whether sales will justify
the investments in the product capabilities and offerings. Further
information on factors that could affect ServiceNow’s financial and
other results is included in the filings ServiceNow makes with the
Securities and Exchange Commission from time to time.
About ServiceNow
ServiceNow (NYSE: NOW) makes the world work better for everyone.
Our cloud‑based platform and solutions help digitize and unify
organizations so that they can find smarter, faster, better ways to
make work flow. So employees and customers can be more connected,
more innovative, and more agile. And we can all create the future
we imagine. The world works with ServiceNowTM. For more
information, visit: www.servicenow.com.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
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version on businesswire.com: https://www.businesswire.com/news/home/20240124348406/en/
Theresa Ianni ServiceNow Public Relations 216.544.6817
press@servicenow.com
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