Integration Hub is a great low-code way to provide rapid return on investment without needing to heavily invest in custom development. The pre-built spokes come with the assurance of ServiceNow technical support, regular updates, and a turn-key style deployment.

If a customer is questioning the value of Integration Hub, the aligned ServiceNow Account Exec is the best place to position the pros.

From real-world experience, and someone not associated with ServiceNow, your use of Integration Hub will be as mature as the business understanding of what they want to achieve. You mention they're demanding a custom integration, but not on what grounds. Has the customer fully understood the risk vs reward of custom integrations?