Today, at ServiceNow’s annual customer and partner event, Knowledge 2025, ServiceNow unveiled the next milestone in its groundbreaking CRM designed to disrupt an industry long dominated by outdated, overbuilt systems. In a bold move to challenge the status quo, ServiceNow is bringing together data, AI, and workflows into a single system of action.
Customers can sell, fulfill, and service on a unified platform, built to deliver consistent, end-to end customer experiences. In addition, ServiceNow announced new AI agents for CRM that make true self-service a reality by completing tasks autonomously, reducing time spent swiveling between applications and customer requests. Using ServiceNow CRM, The Whole Group is delivering 40% faster time to value and unlocking dynamic, AI-powered business models for its customers. ServiceNow CRM is setting a new standard for advanced, seamless customer
experiences.
Traditional CRM serves as a system of record ending at the front office, putting customer acquisition and retention at risk, but ServiceNow CRM is built for an AI-first world, providing personalized and proactive experiences across the entire customer lifecycle. The ServiceNow AI Platform connects workflows across systems and departments, eliminating inefficient processes tied together by spreadsheets, shared inboxes, and human middleware.
ServiceNow CRM is growing at an impressive rate as customers demand a better way to connect sellers, agents, and field technicians all on the same unified platform. CRM is the company’s fastest-growing workflow business with cumulative annual contract value (CACV) of $1.4 billion, growing 30% year-over-year as of year-end 2024. The entire customer experience resides on a single platform supercharged with agentic AI capabilities, so businesses can deliver what customers want quickly, drive increased productivity, sell more and foster a whole new level of customer loyalty.
ServiceNow CRM partner The Whole Group has experienced the power of seamlessly connected data and AI-powered workflows that maximize revenue, profit and operational efficiency. The company has both accelerated time to value and decreased the cost of business model transformation by 40% when its customers leverage ServiceNow for CRM and build AI-powered customer journeys on the ServiceNow platform.
AI Agents power seamless, intelligent customer experiences
Today’s customers expect more than fast service—they expect personalized, proactive experiences that anticipate their needs and resolve issues without friction. New capabilities in ServiceNow CRM deliver intelligent solutions to help businesses shift from reactive customer service to proactive engagement and ensure consistent end-to-end service experiences across departments.
ServiceNow today unveiled CRM AI Agents, a suite of specialized AI agents that autonomously orchestrate and complete tasks across the entire customer lifecycle—from selling and fulfilling to servicing. Unlike traditional automation requiring predefined rules, these AI agents dynamically determine the best course of action by resolving inquiries instantly, routing complex cases with full context, and managing workflows across departments. These agents start with conversational interactions to capture customer requests, then seamlessly manage the entire fulfillment process, coordinating with live agents when human intervention is needed.
At ServiceNow, AI agents are already automating 37% of the company’s customer support case
workflows. By scaling live call center agents, they boost efficiency, accelerate resolutions, and
enhance customer engagement, enabling businesses to shift from reactive support to proactive,
autonomous AI-driven experiences.
The news follows a drum beat of innovation from the ServiceNow CRM and Industry Workflows business, an innovator in the customer service and support market since 2016. In March, ServiceNow signed a definitive agreement to acquire Logik.ai, an industry leader with a modern, AI-powered, and composable CPQ solution to expand ServiceNow’s growing CRM footprint and empower sales organizations to close deals faster, boost productivity levels, and achieve greater efficiency. ServiceNow’s recent Yokohama platform release also strengthened CRM capabilities like self-service commerce portals, turnkey CCaaS integrations, and AI agents designed specifically for CRM use cases.
By connecting AI, data, and workflows organization-wide on a single platform, ServiceNow is advancing in its CRM leadership to service, sell, and deliver, from first contact to resolution.
All features announced today are generally available and can be found in the ServiceNow Store.
New Recruitment Scams: 3 Threat Actors Exploit Government of Singapore, US Logistics Recruiter, Digital Development Agenc
Posted in Commentary with tags Netcraft on May 7, 2025 by itnerdNetcraft has observed a recent spike in recruitment scams, uncovering significant impact from three unique adversaries, each leveraging different tactics to target job seekers:
You can find the blog now live at https://www.netcraft.com/blog/diving-into-the-talent-pool-threat-actors-target-job-seekers-with-complex-recruitment-scams/.
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