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May 18, 2026

Viewpoints

From AI Pilots to AI at Scale: A Practical Playbook for Every Industry

The path to AI success runs through focus, trust, and a relentless willingness to build systems that work the way people do. (Featured on SmartCustomerService.com.)

CRM Video

Colin Fleming of ServiceNow: Autonomous CRM is a complete paradigm shift in how we think about CRM in general

During last week's Knowledge 2026 conference, Brent Leary and ServiceNow CMO Colin Fleming discuss the rapid evolution of the CRM industry, specifically the shift from traditional models to "Autonomous CRM" and agentic AI. Fleming highlights ServiceNow's growth into the security and CRM sectors, and the role of the AI "Control Tower" in managing AI chaos and governance.