ServiceNow takes aim at CRM switching costs with Autonomous CRM Engine - will the status quo shift?
Last year ServiceNow CEO Bill McDermott told diginomica that in the age of agentic AI, CEOs are now demanding ‘software losers’. This felt like a big shift for the vendor, which historically has said that platform competition in the enterprise didn’t need to be a zero sum game and that ServiceNow’s platform-of-platforms approach was aimed at extracting value for everyone. However, workflows in the SaaS era is a different story to agentic AI, which demands enterprise-wide governance and works best when it can break down horizontal silos in the workplace, extracting information from wherever it needs.
This background is useful in understanding why ServiceNow has just released its Autonomous CRM Engine, which is aimed squarely at reducing switching costs for buyers from legacy CRM providers, to get them onto ServiceNow’s Autonomous CRM. One could argue that ServiceNow is making it easier for enterprise buyers to figure out who the...
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