Kieron Allen sits down with Ben Person, CEO and Co-Founder of Tenon, to explore how Tenon’s native integration with ServiceNow is reshaping enterprise marketing through agentic AI. In this in-depth discussion, part of a broader series of podcasts, articles, and reports on ServiceNow’s evolving ecosystem, they dive into Tenon’s role in aligning marketing, sales, and service teams on a unified platform, and how AI-powered agents are driving smarter engagement, campaign automation, and brand consistency.
Highlights
Introduction and Overview of Tenon (00:08)
Person explains that Tenon is a marketing automation and customer engagement platform built natively on the ServiceNow platform. Tenon helps enterprise marketing teams connect their marketing, sales, and customer service teams into one aligned system of action. Person points to real-world uses of Tenon, like sending personalized emails and SMS, as ways the platform extends ServiceNow’s reach into marketing.
ServiceNow’s CRM Approach and Benefits (01:45)
ServiceNow’s CRM is built on a single architecture, data model, and workflow engine, unlike traditional CRMs that are often siloed. Its unified approach allows marketing, sales, and service teams to share data and workflows, operating as one unified team. Person explains the importance of real-time data access and how AI can more effectively operate across multiple tools when integrated into a unified platform.
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Agentic AI and Its Applications (04:14)
The conversation moves to the evolution of AI from assistants to agents that work on behalf of organizations. Tenon developed an AI agent for marketing that can recommend better campaigns, automate lead routing, and ensure brand consistency in marketing content. Person shares an example of a brand agent that won an award at the ServiceNow conference. That agent ensures brand consistency by reviewing marketing content.
Implementing Agentic AI in Organizations (06:10)
Person underscores how critical it is for marketing, sales, and service teams to work in sync and how essential C-suite leadership is to making that alignment happen. He suggests starting small, identifying key use cases, and focusing on measurable outcomes to achieve business goals. He advises companies to involve a team of people, including security, CIO, CMO, CRO, and COO, to ensure a successful implementation of agentic AI.
Getting Started with Agentic AI (08:02)
A team of people, including security, CIO, CMO, CRO, and COO, is usually involved in implementing agentic AI. Again, start small, identify a specific outcome, and work backwards from that outcome to define the decisions AI should make. Person stresses that use cases need to be measurable so companies can clearly show ROI and know when it’s time to scale or shift focus.
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