- ServiceNow (NOW, Financial) unveils an AI-powered CRM platform for a unified customer experience.
- The CRM is projected to grow with an annual contract value of $1.4 billion, marking a 30% year-over-year growth as of the end of 2024.
- New AI agents enable autonomous task completion, enhancing customer service and engagement.
At the Knowledge 2025 event in Las Vegas, ServiceNow (NOW) introduced a revolutionary AI-powered CRM platform designed to enhance customer experiences by selling, fulfilling, and servicing on a single unified platform. This latest innovation aims to surpass traditional CRM systems by orchestrating work across departments for faster and seamless customer lifecycle experiences, promoting productivity, and business growth.
The new AI agents incorporated in ServiceNow CRM are set to transform customer service, allowing for true self-service by autonomously completing tasks. This development is a significant step toward reducing the time spent on managing multiple applications and customer requests, helping to streamline processes efficiently.
ServiceNow's CRM has become the company's fastest-growing workflow business, boasting an annual contract value of $1.4 billion, with a 30% year-over-year increase by the end of 2024. The platform's agentic AI capabilities are expected to boost productivity and revenue opportunities, fostering improved customer loyalty.
Additionally, ServiceNow's strategic acquisition of Logik.ai in April further solidifies its position within the CRM market, offering a modern, AI-powered solution to enhance sales productivity. The CRM capabilities have been further fortified by recent platform releases, adding features such as self-service commerce portals and turnkey CCaaS integrations.
The company's vision for a modern CRM is echoed by customers like Pure Storage and Farm Credit Mid-America, who acknowledge the platform's ability to deliver proactive and innovative solutions that maximize operational efficiency and drive customer loyalty.
