Welcome to the Cloud Wars Minute — your daily cloud news and commentary show. Each episode provides insights and perspectives around the “reimagination machine” that is the cloud.
In today’s Cloud Wars Minute, I recap the major themes from ServiceNow’s Knowledge25 event, especially the company’s bold move to redefine CRM with agentic AI.
Highlights
00:03 — I had a great time at the Knowledge25 event. No question that the big theme across Knowledge25 was agents and agentic AI. ServiceNow believes that traditional CRM was limited in scope. It was too oriented and confined toward the sales organization and what happened there. But, its belief is the new approach for CRM has got to go end-to-end.
02:10 — They talked a lot about how LogicAI, the proposed acquisition that’s currently undergoing regulatory approval, is going to bring into ServiceNow a powerful, modern, AI-driven CPQ solution. Under Bill McDermott’s leadership, it’s branched out into other areas, and it is extending its footprint end-to-end across the enterprise.
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03:40 — The move to CRM has been building for a few years at ServiceNow. It is a huge market. Plus, it has introduced its new Data Fabric. It’s got the workflow solutions here, the Raptor Database, the AI Control Tower — so multiple pieces coming together of the new ServiceNow initiative, in multiple directions.
04:41 — It’s again a great thing for customers. They can have a big, new, shiny, and even more capable competitor here — somebody or a source to deal with. They’ve got lots of competitors to choose from, which is going to end up driving greater value for customers. I think ServiceNow has got some interesting things going on here and definitely deserves a look.
