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TECHx
03-06-2025
- Business
- TECHx
ServiceNow Reveals AI-Powered CRM Advancements
Home » Tech Value Chain » Global Brands » ServiceNow Reveals AI-Powered CRM Advancements ServiceNow (NYSE: NOW) has announced a major upgrade to its CRM platform. The company revealed new AI-powered capabilities designed to transform the customer experience. The CRM enhancements aim to replace outdated systems. ServiceNow said it is unifying sales, fulfillment, and service on one platform. The goal is to provide seamless, end-to-end customer experiences. The company introduced AI agents for CRM. These agents can handle tasks autonomously, scale sales and support operations, and enable true self-service. This move marks a shift from reactive service to proactive engagement. According to ServiceNow, traditional CRMs end at the front office. This limits their ability to support the full customer lifecycle. The updated CRM is built for an AI-first world, with proactive and personalized experiences across all touchpoints. ServiceNow reported that its CRM business is growing rapidly. It reached an annual contract value (ACV) of $1.4 billion by the end of 2024. This reflects a 30% year-over-year growth, making it the company's fastest-growing workflow solution. John Ball, EVP and GM of CRM and Industry Workflows at ServiceNow, stated that the platform allows businesses to manage the full customer lifecycle more efficiently. He said the AI-powered platform enables workflow automation from order capture to fulfillment. ServiceNow's AI agents are already automating 37% of its own customer support cases. These agents: Start with conversational interactions to capture requests Automatically resolve issues or route them with full context The company said these agents can coordinate with live representatives when needed. This helps businesses increase efficiency and reduce response times. ServiceNow also reported a series of recent innovations. In April, it signed a definitive agreement to acquire an AI-powered CPQ provider. The acquisition is expected to expand ServiceNow's CRM capabilities and help sales teams close deals faster. Additionally, the company launched its Yokohama platform update. It introduced new features such as AI agents, self-service commerce portals, and turnkey CCaaS integrations. With these advancements, ServiceNow is positioning its platform as a complete solution to sell, fulfill, and service from the first customer contact to final resolution.
Business Wire
06-05-2025
- Business
- Business Wire
ServiceNow Reimagines CRM for the AI Era to Sell, Fulfill, and Service on One Unified Platform Providing Exceptional End-to-End Experiences
LAS VEGAS--(BUSINESS WIRE)-- Knowledge 2025 – Today, at ServiceNow's annual customer and partner event, Knowledge 2025, ServiceNow (NYSE: NOW), the AI platform for business transformation, 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 reimagines CRM for the AI era to sell, fulfill, and service on one unified platform to drive exceptional end-to-end experiences. AI-powered CRM orchestrates work across departments for fast, seamless experiences across the entire customer lifecycle, reducing time spent swiveling between applications and customer requests. In addition, ServiceNow announced new AI agents for CRM that can complete tasks autonomously, scale call centers and sales teams, and make true self-service a reality. Traditional CRM serves as a system of record ending at the front office, putting customer acquisition and retention at risk. 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 annual contract value (ACV) of $1.4 billion, growing 30% year-over-year as of year-end 2024 1. 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, boost revenue opportunities, and foster a whole new level of customer loyalty. 'ServiceNow is delivering a groundbreaking new vision for CRM that transforms the entire customer experience around the powerful capabilities of AI. Far beyond rebranded chatbots, we're enabling our customers to orchestrate end‑to‑end sales and service on a single AI-powered platform, helping organizations manage the entire customer lifecycle with greater efficiency,' said John Ball, ServiceNow EVP and GM of CRM and Industry Workflows. 'ServiceNow does things differently – delivering complete workflow automation from order capture through fulfillment, allowing customers to focus on value-added selling and delivering exceptional service to their own customers, not wasting time tangled up in out-of-date systems.' 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 AI platform. "ServiceNow's vision for modern CRM fuels The Whole Group's ability to rapidly design and deploy the AI-powered, dynamic, and intelligent business models needed to compete and lead. The ServiceNow AI Platform enables us to accelerate transformation and reduce technical complexity for our customers, so they can implement more innovative solutions that maximize revenue, profit, and operational efficiency,' said Paul Andrew, cofounder & co-CEO, The Whole Group. AI Agents power seamless, intelligent customer experiences Today's customers expect more than fast service—they want 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 designed to 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 can 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, and can 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 to proactive, autonomous AI-driven experiences. The news follows a drumbeat of innovation from the ServiceNow CRM and Industry Workflows business, an innovator in the customer service and support market since 2016. In April, ServiceNow signed a definitive agreement to acquire 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 sell, fulfill and service from first contact to resolution. What our customers are saying 'Traditional CRMs can't keep up with the ever-increasing customer demands for highest-quality service. With ServiceNow CRM, we're putting AI to work to drive customer loyalty through faster resolutions, lower case volumes, accurate configurations, while also reducing costs,' said Paolo Juvara, chief digital transformation officer at Pure Storage. 'Our ability to service and deliver on a single platform means better service for our customers — we're delivering smarter, proactive, connected experiences at scale.' 'We have a strong vision for how technology can better serve rural communities and agriculture — and ServiceNow is helping us bring it to life," said Tiffany Smith, chief security officer and head of IT operations at Farm Credit Mid-America. "With ServiceNow's AI-powered platform, we can ensure our team members have the tools and the insights they need to resolve issues faster and deliver the consistent, quality service our customers count on. It's about more than just managing costs and finding efficiencies—it's about driving innovation and fulfilling our commitment to put customers at the heart of everything we do." 'AI isn't just a buzzword at ProAssurance, it's a game-changer,' said Max Malloy, vice president of digital experience and strategy at ProAssurance. 'We're harnessing the intelligence of ServiceNow's Agentic AI into our Insurance Customer Portal Support system to help categorize, summarize, and resolve requests and issues faster than ever. We are already seeing the power of technology across our team. With ServiceNow's AI-powered CRM, we're excited to scale what's working and bring even more speed and clarity to our service experiences.' Availability All features announced today are generally available and can be found in the ServiceNow Store. Additional information: Learn more about ServiceNow Knowledge 2025. Learn more about how ServiceNow Field Service Management (FSM), a critical component of ServiceNow's CRM motion, ranked #1 in the ISG Buyers Guide on Field Service Management and in the Customer Engagement and Proactive Maintenance categories. About ServiceNow ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: Forward Looking Statements This press release contains 'forward looking statements' about the expectations, beliefs, plans, and intentions relating to ServiceNow's AI agent innovations. 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 product capabilities and offerings, (ii) changes in the regulatory landscape related to AI 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. © 2025 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. 1 ServiceNow Financial Analyst Day, May 5, 2025.
Tahawul Tech
08-04-2025
- Business
- Tahawul Tech
ServiceNow acquire Logik.ai in a bid to expand its growing CRM footprint globally
ServiceNow has announced it has signed a definitive agreement to acquire an industry leader with a modern, AI‑powered, and composable Configure, Price, Quote (CPQ) solution. best‑in‑class capabilities for sales and commerce will expand ServiceNow's growing CRM footprint and empower sales organizations to close deals faster, boost productivity levels, and achieve greater efficiency. The acquisition will accelerate ServiceNow's momentum in Sales and Order Management (SOM), the critical process that governs the commercial lifecycle from opportunity management, quoting, and order placement, through fulfillment and delivery, to renewals and expansions. Companies in every industry struggle with ineffective sales processes due to complex product configurations, pricing inconsistencies, and error‑prone manual quoting. Sales teams waste valuable time navigating spreadsheets, outdated pricing models, and disconnected approval workflows, leading to delayed deals, lost revenue opportunities, and frustrated customers. This is especially evident in industries such as manufacturing, high tech, and medical device sales, where the complexities of products and services demand extreme precision and agility. integrates AI into its modern CPQ solution to accelerate the entire transaction management cycle through an advanced rules engine that solves for speed, simplicity, and scale while powering a consumer‑grade experience for both sellers and buyers. ServiceNow CRM & Industry Workflows, already ServiceNow's fastest‑growing business, plus best‑in‑class capabilities for AI‑powered selling, will drive new levels of performance in sales and commerce for customers. 'ServiceNow is advancing our commitment to offer robust, deeply connected CRM tools. The CPQ space is evolving, and is leading the way to a simpler, AI‑powered selling experience across channels. By adding industry‑leading sales and commerce solution to our CRM offering, ServiceNow will further enhance our capability to sell, fulfill, and service on a single platform. It's about delivering a fundamentally different vision and approach to traditional CRM and CPQ offerings — one that addresses the real pain points in connecting end‑to‑end customer experiences,' said John Ball, EVP and GM of CRM & Industry Workflows at ServiceNow. 'Customers want consumer‑grade experiences that are simple, scalable, fast, and accurate so they can focus on what matters most: closing deals, enabling customer success, and driving expansion opportunities. next generation technology will enable us to rapidly deliver that unique value. When combined with our powerful AI platform for business transformation, we will redefine what a leading CRM solution can do,' continued Ball. 'We invested early in innovations like AI and consumer‑grade experiences that are re‑writing how products of any complexity are sold. ServiceNow CRM is built for the era of AI, making it the perfect partner to continue that momentum,' said Christopher Shutts, CEO and cofounder of 'Businesses are frustrated by solutions that force them into slow and cumbersome experiences that weigh down sales productivity. transformative solution combined with ServiceNow's innovative, AI‑fueled platform ensures speed and efficiency through the full sales lifecycle from lead and opportunity through to fulfillment, renewal, and upsell. We look forward to becoming part of ServiceNow to help customers achieve greater simplicity and scale across the entire CRM process.' Make sales cycles seamless with smarter CPQ offers seamless experiences for stakeholders across a multitude of sales workflows, including direct sales, partner, direct‑to‑business, consumer self‑service, and more. flexible, composable solution is designed for speed and handling large volumes of users and quote lines at scale, and the company is driving success for brands such as Keysight, Oldcastle Infrastructure, Lamons, CORT, and more. which already integrates with nearly 50 technology partners, including ServiceNow, will seamlessly connect with ServiceNow's Customer Service Management and Sales and Order Management solutions to streamline complex selling processes and unlock more efficient self‑service capabilities for customers and partners. This advancement will be a natural step forward in ServiceNow's CRM strategy, building on core strengths of connecting functional teams and powering simple, efficient workflows. ServiceNow's CRM offering addresses the full customer lifecycle, from sales and service in the front office, to order management and fulfillment to renewals and upsells. The company's recently announced Yokohama platform release further strengthens its CRM & Industry Workflows business with capabilities like self service commerce portals, turnkey CCaaS integrations, and AI agents designed specifically for CRM use cases. These include CSM triage agents for customer service cases, as well as network test and repair AI agents, all designed to reduce friction and unify the customer experience on a single platform. An innovator in the customer service and support market since 2016, ServiceNow transforms customer experiences through the power of the ServiceNow Platform, which connects people, data, and systems organization‑wide to provide frictionless customer service and sales, from first contact to resolution. Transaction Details The transaction is subject to customary regulatory approvals and closing conditions.
TECHx
07-04-2025
- Business
- TECHx
ServiceNow Acquires Logik.ai to Boost AI-Powered Sales CRM
ServiceNow Acquires to Boost AI-Powered Sales CRM ServiceNow (NYSE: NOW), an AI-driven business transformation company, has announced the acquisition of a top provider of AI-powered Configure, Price, Quote (CPQ) solutions. This strategic acquisition will expand ServiceNow's CRM capabilities and accelerate its growth in Sales and Order Management (SOM), helping sales teams close deals faster, boost productivity, and drive efficiency. AI-powered CPQ solution simplifies complex sales processes, tackling issues like inconsistent pricing, product configurations, and manual quoting. It streamlines the transaction cycle, offering a seamless experience for both sellers and buyers. By integrating AI, speeds up the entire sales process, enabling precision and scalability. The acquisition will strengthen ServiceNow's CRM offerings, particularly in industries such as manufacturing, high-tech, and medical devices, where product configurations are highly complex. These sectors need solutions that offer speed and accuracy, and technology meets that need. With this addition, ServiceNow is positioned to support businesses with smarter, faster, and more efficient sales processes. John Ball, EVP and GM of CRM & Industry Workflows at ServiceNow, said, ' advanced CPQ solution transforms the sales experience by providing AI-driven simplicity. This acquisition strengthens our CRM suite, allowing us to deliver even faster, more efficient workflows, all on a single platform.' solution also integrates seamlessly with ServiceNow's existing tools, including Customer Service Management and Sales and Order Management. This integration will further simplify the sales process, enhance self-service capabilities, and improve overall sales performance for companies like Keysight, Oldcastle Infrastructure, Lamons, and CORT. CEO and co-founder, Christopher Shutts, noted, ' technology, combined with ServiceNow's powerful AI platform, will redefine CRM by making sales cycles faster and more efficient. Together, we will help businesses close deals more quickly and drive customer success.' The acquisition also aligns with ServiceNow's recently launched Yokohama platform, which includes new features like AI agents for CRM use cases, self-service commerce portals, and turnkey CCaaS integrations. These innovations will optimize sales workflows from lead generation to quoting, fulfillment, renewal, and upselling. ServiceNow continues to innovate and lead the way in transforming customer experiences. With acquisition, ServiceNow further solidifies its position as a leader in AI-powered CRM solutions, offering businesses a smarter and more efficient way to manage the entire customer lifecycle.
Yahoo
04-04-2025
- Business
- Yahoo
ServiceNow to acquire Logik.ai, terms undisclosed
ServiceNow (NOW) announced it signed a definitive agreement to acquire The transaction is subject to customary regulatory approvals and closing conditions. capabilities for sales and commerce will expand ServiceNow's CRM footprint. The acquisition will accelerate ServiceNow's momentum in sales and order management, process that governs the commercial lifecycle from opportunity management, quoting, and order placement, through fulfillment and delivery, to renewals and expansions. 'ServiceNow is advancing our commitment to offer robust, deeply connected CRM tools. The configure, price, quote space is evolving, and is leading the way to a simpler, AI-powered selling experience across channels. By adding industry-leading sales and commerce solution to our CRM offering, ServiceNow will further enhance our capability to sell, fulfill, and service on a single platform. It's about delivering a fundamentally different vision and approach to traditional CRM and configure, price, quote offerings – one that addresses the real pain points in connecting end-to-end customer experiences,' said John Ball, EVP and GM of CRM & industry workflows at ServiceNow. Discover the latest stocks recommended by top Wall Street analysts, all in one place with Analyst Top Stocks. Make smarter investments with weekly expert stock picks from the Smart Investor Newsletter. Published first on TheFly – the ultimate source for real-time, market-moving breaking financial news. Try Now>> See today's best-performing stocks on TipRanks >> Read More on NOW: Disclaimer & DisclosureReport an Issue Oppenheimer analysts hold an analyst/industry conference call ServiceNow price target lowered to $950 from $1,175 at Stifel ServiceNow price target lowered to $950 from $1,100 at Truist DocuSign Stock (DOCU) Remains Undervalued Amid AI Push ServiceNow price target lowered to $1,010 from $1,200 at Baird Sign in to access your portfolio
