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April 09, 2025

Viewpoints

Prepare for the Future of Work in the AI-Enabled Contact Center

Eventually, AI will turn human customer service agents into subject matter experts and relationship managers. (Featured on SmartCustomerService.com.)

CRM Video

ServiceNow Doubles Down on Intentions to Become a Big-Time CRM Player

ServiceNow's acquisitions of Moveworks and Logik AI reaffirm just how serious it is about being a leader in the agentic era of CRM. But what else does the company need to do for that to really happen?