How Many Businesses Use ServiceNow in 2025?

In 2025, ServiceNow isn’t just a tool — it’s the backbone of digital transformation for over 8,100 organizations worldwide, including a staggering 80% of Fortune 500 companies. But what’s truly driving this massive adoption?

This article goes beyond surface-level statistics to explore the real-world value and impact of ServiceNow across industries. From streamlining complex workflows in healthcare to improving compliance and onboarding in financial services, companies are turning to ServiceNow for its scalable, cloud-based architecture and AI-powered automation capabilities.

Whether it’s digitizing citizen services in the public sector, automating plant maintenance in manufacturing, or reducing IT incidents in clinical environments, ServiceNow offers a unified platform that adapts to the unique challenges of every industry.

2025 Customer Numbers at a Glance

• Total Enterprise Customers: ~8,100+
• Countries Served: 80+
• Fortune 500 Adoption: 4 out of 5 companies
• Year-over-Year Growth (2024–2025): ~9–12% increase in enterprise customer base
• Customer Retention Rate: ~98%, a testament to long-term value delivery

What Drives Businesses to Choose ServiceNow?

Here’s a breakdown of the core value drivers that make ServiceNow so popular:

1. Single System of Engagement

Companies are overwhelmed by siloed tools. ServiceNow provides a central platform that connects IT, HR, customer service, legal, finance, and more — reducing complexity and increasing visibility.

Example: A multinational bank consolidated 20+ legacy tools into ServiceNow, cutting ticket resolution time by 40%.

2. Scalability Across the Enterprise

The Now Platform is modular and can scale from a single department to enterprise-wide adoption.

Organizations often start with ITSM and expand to ITOM, HRSD, CSM, and custom-built apps using Creator Workflows.

3. Generative AI and Agentic AI features

In 2025, ServiceNow’s AI engine includes Now Assist as GenAI and AI Agent to handle and automate mundane tasks:

• Ticket summarization
• Predictive incident routing
• Knowledge article generation
• Virtual agent responses

This has led to:

• 30–50% reduction in L1 ticket volume
• Faster resolution times
• Improved employee experience scores (EX)

4. Low-Code / No-Code Development

With App Engine Studio and Flow Designer, non-technical users are creating apps faster, reducing IT backlog.

👷 A manufacturing firm built 6 internal tools in 3 months with zero developers.

Industry-Wise Adoption: Who’s Leading?

Manufacturing

Plant maintenance automation 
 Pain Point: Manual maintenance logs and delayed repairs cause production downtime and losses. 
 Automation: Real-time monitoring and automatic scheduling of maintenance to reduce downtime.

Compliance tracking
 
 Pain Point: Difficult to keep up with changing safety/environmental regulations manually. 
Automation: Ensures real-time compliance updates, automated audits, and reporting.

Safety incident response 

 Pain Point: Delayed or mismanaged responses to accidents increase risks and costs. 
 Automation: Triggers instant workflows for incident reporting, investigation, and resolution.

Financial Services

ITSM + risk and compliance workflows 
 Pain Point: Disconnected IT and compliance systems lead to security gaps and audit issues. 
 Automation: Integrated workflows ensure consistent policy enforcement and faster incident handling.

KYC (Know Your Customer) and onboarding automation 

 Pain Point: Manual document checks are slow, error-prone, and frustrating for customers. 
 Automation: Speeds up onboarding with AI-based document verification and approval processes.

Healthcare

Patient services integration 

 Pain Point: Patients face fragmented communication between departments and delayed services. 
 Automation: Integrates appointment scheduling, billing, and records into one seamless workflow.

Clinical operations workflows 

 Pain Point: Manual scheduling and coordination waste staff time and reduce efficiency. 
 Automation: Automates scheduling, lab/test coordination, and treatment updates.

IT incident + EMR (Electronic Medical Record) issue resolution
 
 Pain Point: Slow resolution of IT issues affects critical systems like EMRs. 
 Automation: Prioritizes and resolves IT incidents quickly with intelligent routing.

Government & Public Sector

Citizen service portals 
 Pain Point: Citizens face long queues, paperwork, and poor communication from departments. 
 Automation: Self-service portals streamline applications, status updates, and responses.

Field service automation (mobile-first) 

 Pain Point: Field officers rely on manual updates, leading to delays and errors. 
 Automation: Mobile apps enable real-time reporting, task updates, and tracking.

HR and procurement digitization 

 Pain Point: Paper-based processes cause delays in hiring, approvals, and purchases. 
 Automation: Digital workflows reduce turnaround times and improve transparency.

Beyond 2025: Where Is ServiceNow Headed?

• Deeper AI integration in workflows (process mining, intelligent suggestions)
• Industry-specific solutions (e.g. Healthcare Operations, Telecom Service Management)
• Expansion into small-to-medium enterprise (SME) market via pre-built solutions and partner-led implementations
• Focus on environmental and social governance (ESG) workflows

Final Thoughts: What the Numbers Really Mean

But more importantly, they’re using it to transform how they work. ServiceNow isn’t just software; it’s a strategic platform helping businesses future-proof their operations, improve agility, and delight users — from employees to customers.

Whether you’re a CIO evaluating your digital roadmap or an ops leader looking to cut inefficiencies, ServiceNow is proving to be a trusted platform of choice in 2025 and beyond.

Why ServiceNow CRM is a Game-Changer for Enterprises

When enterprises talk about CRM, they usually picture software that manages sales, service, or marketing interactions. A strong CRM doesn’t just store customer details; it creates a single, connected view of every touchpoint across the customer journey. Instead of information being scattered across emails, calls, and multiple systems, a CRM unifies it all, giving teams complete visibility into sales activity, service requests, campaigns, and fulfillment.

This unified approach helps enterprises build consistency in customer experiences, where every interaction feels seamless and connected. Modern CRM solutions go a step further by integrating AI, offering predictive insights, automating routine tasks, and recommending the next best action. This allows businesses to respond faster and also create more personalized experiences at a scale.

In this blog, we’ll explore why ServiceNow CRM is becoming a game-changer for enterprises and how it helps organizations move toward a smarter, AI-driven future. If you’re looking for a detailed breakdown, our ServiceNow CRM guide explains how enterprises can leverage it to boost customer satisfaction, improve retention, and drive long-term revenue growth.

How ServiceNow CRM is Reshaping the Enterprise Experience

Implementing the right CRM strategy is not just about managing contacts or tracking sales, it’s about creating a connected ecosystem that transforms how enterprises engage with customers, employees, and partners. ServiceNow CRM takes this approach a step further by combining traditional CRM capabilities with workflow automation, AI-driven intelligence, and enterprise-wide integration.

Here’s how ServiceNow CRM is reshaping the overall experience for enterprises:

1. Unified Customer Data

ServiceNow CRM eliminates silos by consolidating customer, lead, and account information into a single system of record. This gives sales, service, and support teams a 360-degree view of every customer interaction, ensuring more informed decision-making and personalized engagement.

2. Seamless Workflow Automation

From lead management to service escalations, ServiceNow CRM automates workflows across front, middle, and back-office functions. This reduces manual effort, shortens cycle times, and ensures that every process from opportunity tracking to post-sale support flows without disruption.

3. Proactive Customer Service

With built-in customer service management (CSM) features, enterprises can handle post-sale support more intelligently. AI-powered case routing, automated updates, and predictive service insights help resolve issues faster and improve customer satisfaction.

4. Connected Communication

Integrated email, chat, and messaging tools allow teams to communicate with customers from one platform. Every interaction is captured in context, so no conversation feels repetitive or disconnected.

5. Enterprise-Grade Integrations

ServiceNow CRM integrates seamlessly with ERP, marketing automation, and commerce platforms. This interoperability ensures smooth data exchange, reduces redundancy, and empowers enterprises to deliver consistent experiences at scale.

6. AI and Analytics at the Core

With predictive intelligence and advanced analytics, ServiceNow CRM not only highlights opportunities but also recommends next steps. This empowers teams to make proactive decisions, improve forecasts, and deliver hyper-personalized engagement.

By aligning CRM with enterprise workflows and customer expectations, ServiceNow is redefining how organizations build loyalty, retain customers, and grow revenue. It’s not just a tool; it’s a transformation engine for modern enterprise.

ServiceNow AI-Based CRM Platform

ServiceNow CRM is not just another customer management tool; it’s a next-generation, AI-driven platform designed to manage the entire customer lifecycle within a single system. From lead generation and sales to fulfillment and long-term service support, it brings every stage of customer engagement into one seamless flow.

Unlike traditional CRM platforms that stop at sales or support, ServiceNow CRM acts as a system of action, breaking down silos and connecting every department that touches the customer. Built on the powerful Now Platform, which already supports IT, HR, and enterprise operations for leading global companies, ServiceNow CRM extends this same reliability and scale to customer-facing workflows.

At the heart of this platform lies AI-powered intelligence. With embedded AI agents, enterprises can automate repetitive tasks, proactively resolve requests, and provide instant support, all while enabling human teams to focus on more strategic interactions.

Wrapping Up

Enterprises today need more than a traditional CRM. They need a connected, AI-powered platform that aligns sales, service, and fulfillment into one seamless journey. ServiceNow CRM delivers exactly that by breaking silos, automating workflows, and enabling proactive, personalized customer experiences. Its AI-native foundation ensures faster resolutions, smarter insights, and stronger customer relationships at scale. By reshaping enterprise operations from lead to post-sale support, ServiceNow CRM proves to be a true game-changer. To explore its capabilities in detail and understand how it can transform your business, our ServiceNow CRM guide is the perfect place to start.

How to Optimize Telecom Expense with ServiceNow

 

How to Optimize Telecom Expense with ServiceNow

Managing telecom expenses has grown significantly more complex in recent years. With mobile devices, internet connectivity, unified communications, and cloud services expanding across enterprises, staying on top of costs is a major challenge. That’s where Telecom Expense Management (TEM) comes in — and platforms like ServiceNow are transforming how businesses approach it.

In this article, we’ll explore what Telecom Expense Management is, how it works with ServiceNow, and why integrating TEM into your ServiceNow environment can significantly streamline your IT and finance operations.

What Is Telecom Expense Management?

Telecom Expense Management (TEM) is the practice of managing and optimizing costs related to telecom and IT services. This includes mobile devices, landlines, internet, cloud communications, data services, and related infrastructure.

A robust TEM process typically involves:

• Auditing invoices for errors
• Validating service charges
• Managing telecom assets and inventory
• Ensuring contract compliance
• Forecasting and budgeting telecom spend

TEM isn’t just about saving money — it’s about gaining visibility, improving accountability, and aligning telecom use with business goals.

How to Optimize Telecom Expense with ServiceNow

ServiceNow, a powerful AI-powered unified platform, offers an ideal environment for integrating and optimizing Telecom Expense Management. While ServiceNow doesn’t offer native TEM out of the box, it becomes highly effective when paired with third-party TEM solutions that integrate seamlessly with its workflows.

Here’s how to optimize TEM using ServiceNow:

1. Centralize Your Telecom Data

Telecom data, including invoices, contracts, user information, devices, and service usage, is often spread across multiple tools and departments. This scattered data makes it difficult to track expenses accurately or make timely decisions.

How ServiceNow helps:

• ServiceNow acts as a centralized platform where all telecom-related data can be integrated.
• Data from third-party TEM tools, vendors, and internal systems can be brought into ServiceNow in real-time.
• IT, finance, and procurement teams get a shared, single source of truth for all telecom assets and spending.

2. Automate Invoice Processing

Manually reviewing and approving telecom invoices is time-consuming, prone to human error, and often leads to overpayments or missed billing issues.

How ServiceNow helps:

• Automate the entire invoice lifecycle — from data ingestion to validation and approval.
• Set up rules and workflows to flag discrepancies, such as overcharges or unauthorized services.
• Route invoices to the right teams for quick review and sign-off.

3. Track and Manage Inventory

Without proper tracking, companies often pay for unused or lost devices, inactive lines, or services that are no longer needed.

How ServiceNow helps:

• Maintain a real-time inventory of all telecom assets (e.g. phones, SIMs, routers, data lines).
• Link each asset to a specific user, department, or location.
• Monitor status (active, returned, lost, broken) and usage history.

4. Streamline Ticketing and Support

Telecom-related support issues -like device replacements or service disruptions - can slow down productivity and overload IT teams if not handled efficiently.

How ServiceNow helps:

• Use ServiceNow’s IT Service Management (ITSM) capabilities to create structured telecom support processes.
• Enable employees to raise tickets for telecom needs through a self-service portal.
• Automate workflows for common requests (e.g. request a new phone, upgrade data plan, report service issue).

5. Enable Chargebacks and Reporting

Without visibility into usage, it’s hard to hold departments accountable or make informed budgeting decisions.

How ServiceNow helps:

• Build custom dashboards and reports to show usage and spending per department, location, or user.
• Use chargeback models to allocate costs accurately across business units.
• Analyze trends to forecast future spending and negotiate better vendor contracts.

Conclusion

In today’s hyper-connected business environment, telecom expenses can quickly become a blind spot — leading to overspending, inefficiencies, and operational headaches. By leveraging Telecom Expense Management within ServiceNow, businesses can take control of their telecom environment with increased visibility, automation, and cost-efficiency.

Whether you’re managing thousands of mobile devices or multiple vendors across the globe, integrating TEM into your ServiceNow platform offers the clarity and control you need to optimize your telecom strategy.

Client Onboarding Challenges and Solutions For Banking Industry

 In today’s finance industry, client onboarding is more than just opening an account or signing a contract; it’s the gateway to building long-term, trustworthy relationships while staying compliant with ever-evolving regulations. From banks to fintech companies, every financial institution must ensure that each new client is accurately identified, assessed for potential risks, and onboarded in a way that meets strict industry standards.

The process often combines regulatory compliance measures such as Know Your Customer (KYC), Anti-Money Laundering (AML), and Counter-Terrorist Financing (CTF) checks, alongside identity verification and due diligence. Depending on the nature of the service, client risk profile, and internal policies, this could range from a quick verification to an in-depth, multi-step review.

By doing so, financial organizations not only safeguard themselves against fraud and illicit activities but also create a transparent foundation for future interactions. When executed effectively, client onboarding becomes a strategic step in the broader client lifecycle management process, enabling smoother operations, stronger compliance, and enhanced client confidence from day one.

First, understand the client onboarding process of banks in brief.

Process of Client Onboarding Process in Bank

From the first interaction to post-onboarding engagement, each stage plays a critical role in building trust, ensuring compliance, and setting the foundation for a long-term relationship. Below are the eight key steps in this process.

1. Pre-application: This stage involves the bank engaging with potential clients to understand their needs, eligibility, and preferences. It may include initial discussions, providing product information, and assessing suitability. The goal is to set expectations, address queries, and prepare clients with the necessary documents before they formally begin the onboarding process.
2. Application: Here, clients officially apply for banking services by submitting personal, financial, and business details along with required documentation. The application captures all relevant data to assess eligibility. Accuracy at this stage is crucial to avoid delays, and banks often use digital forms to make the process faster, more secure, and client-friendly.
3. Identity Verification: This step ensures the client’s identity is authentic through Know Your Customer (KYC) protocols. Banks perform checks such as government ID validation, biometric authentication, and address confirmation. This process meets compliance obligations under Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) regulations, protecting the institution from fraud, financial crimes, and unauthorized access to services.
4. Account Opening: Once verification is complete, the bank formally opens the client’s account. This step includes creating account credentials, assigning account numbers, and ensuring secure access channels are established. Depending on the client’s profile, this may be a personal, business, or specialized account, with terms and features tailored to their financial needs and goals.
5. Product Enrollment: Clients are enrolled in the banking products they’ve selected, such as credit cards, loans, savings plans, or investment portfolios. The bank configures each product according to the client’s profile and ensures proper linking to their account. This step also includes educating clients about product features, benefits, and associated terms or charges.
6. Funding: At this stage, the client deposits their initial funds into the newly opened account. This may involve cash deposits, wire transfers, or digital payments. Funding officially activates many banking products and services. The process must be secure, transparent, and compliant with regulations to avoid money laundering risks and ensure smooth transaction handling.
7. Finalization: Final checks are performed to ensure all onboarding tasks are complete and compliant. This involves verifying document storage, confirming product activation, and ensuring legal requirements are met. The bank ensures no pending steps remain, enabling the client to start using services immediately without facing operational or compliance-related delays later on.
8. Welcome & Follow-up: The bank welcomes the client, often through personalized communication, and guides them using services. Follow-up interactions ensure clients understand product features, can access digital channels, and receive support if needed. This stage strengthens trust, encourages engagement, and lays the foundation for a long-term, loyal banking relationship.

Challenges Banks Faced During Client Onboarding

Before refining a client onboarding process, it’s essential to address the common hurdles that can disrupt efficiency, compliance, and customer satisfaction. Here are some of the most pressing challenges banks face today.

1. Complex Regulatory Requirements

Banks operate under stringent compliance frameworks, including KYC, AML, and CTF laws. Navigating these regulations while ensuring a smooth onboarding experience can be difficult. Failing to adhere strictly to guidelines can lead to severe penalties and reputational damage.

2. Lengthy Verification Processes

While thorough identity checks are essential, overly long or manual verification steps can frustrate clients. Striking the right balance between security and speed remains a constant challenge for financial institutions.

3. Data Accuracy and Consistency

Incomplete, outdated, or inaccurate client information can compromise risk assessments and service quality. Ensuring data integrity across all systems and channels is vital to avoid onboarding delays and compliance risks.

4. Integration with Legacy Systems

Outdated technology can slow down onboarding workflows and make integration with modern platforms challenging. Without streamlined, digital-first systems, banks struggle to provide the fast, seamless onboarding experience customers expect.

5. Maintaining a Positive Customer Experience

Lengthy forms, repeated document requests, and a lack of communication can make clients feel undervalued. Banks must focus on keeping the process transparent, efficient, and client-centric to build trust from day one.

6. High Drop-off Rates

Prospective clients often abandon the process due to complexity, unclear instructions, or delays. Reducing friction and providing guidance throughout the onboarding journey is key to minimizing these drop-offs.

One-stop Solution for Modern Client Onboarding: ServiceNow

Overcoming these onboarding challenges requires a unified, technology-driven approach, and ServiceNow delivers exactly that. As a client lifecycle management solution for banks, ServiceNow streamlines every step of the onboarding journey, from initial client engagement to ongoing relationship management, all within a single integrated platform.

With automated workflows, real-time data verification, and seamless integration capabilities, ServiceNow eliminates repetitive manual tasks and reduces onboarding timelines. Its compliance-ready framework ensures KYC, AML, and other regulatory requirements without adding friction for clients.

By providing a 360° view of each client, ServiceNow enables banks to deliver personalized services, track progress, and maintain transparency across departments. The result is faster onboarding, stronger compliance, reduced drop-off rates, and a better overall client experience, setting the tone for long-term trust and loyalty.

Wrapping Up

Client onboarding is a critical component of banking operations, directly impacting compliance, risk management, and customer satisfaction. Banks face challenges such as complex regulations, data verification issues, legacy systems, and high drop-off rates. Leveraging a client lifecycle management solution in banks like ServiceNow helps streamline the entire process, automate workflows, ensure compliance, and deliver a seamless, engaging experience, building trust and long-term client relationships.

How to Optimize IT Assets with ServiceNow ITAM

 

Managing IT assets is no longer just about keeping an inventory it’s about making every asset work harder for the business. A well-structured IT Asset Management (ITAM) approach helps organizations cut unnecessary costs, maximize resource utilization, and maintain strong governance over their hardware, software, and licenses.

As enterprises grow, so does the complexity of their IT landscape. Laptops, smartphones, cloud subscriptions, on-premises software, and even IoT devices multiply rapidly, making it challenging to track ownership, usage, and compliance. Without a robust system, inefficiencies creep in, budgets are strained, and security risks escalate.

This is where ServiceNow ITAM becomes a game-changer. By centralizing asset data, automating processes, and aligning asset lifecycles with business goals, organizations can not only track their assets but also extract maximum value from them.

In this blog, we’ll explore practical strategies to optimize IT assets using ServiceNow ITAM and how the proper implementation can deliver measurable business impact.

Understanding ServiceNow ITAM

ServiceNow IT Asset Management (ITAM) is a cloud-based tool that helps businesses track all their IT assets, including laptops, software licenses, servers, and mobile devices, from purchase to retirement.

It acts like a smart inventory system that not only records what you have but also keeps an eye on how assets are being used, when they need maintenance, and when they should be replaced. By automating these processes, ServiceNow ITAM reduces waste, saves money, and lowers security risks.

Because it runs on the Now Platform, it works seamlessly with other ServiceNow products, making it easier for companies to manage everything from one place.

Key Strategies to Optimize IT Assets with ServiceNow ITAM

Optimizing IT assets isn’t just about keeping a list of what your business owns, it’s about having a clear, adaptable framework that works for your unique needs and can grow with your organization. ServiceNow ITAM makes this possible by combining automation, centralized data, and integration with other ServiceNow workflows.

Here are some proven strategies to get the most from your IT assets with ServiceNow ITAM:

1. Define Clear IT Asset Policies

A strong ITAM strategy starts with well-defined policies. ServiceNow ITAM helps you create and enforce these rules across your organization, ensuring:

• Clear roles and responsibilities for asset management.
• Standard procedures for purchasing, using, and retiring assets.
• Built-in compliance checks for data protection and industry regulations.

Example: You can set automated workflows in ServiceNow so that any request for a new laptop, software license, or mobile device goes through a standardized approval process and gets automatically recorded in the asset database.

2. Manage the Complete Asset Lifecycle

ServiceNow ITAM maps every step of the asset lifecycle, from planning to disposal, with automation at every stage:

• Planning & Acquisition: Track business needs, compare suppliers, and plan purchases.
• Deployment & Configuration: Automatically register assets, apply security policies, and assign them to users.
• Usage & Maintenance: Monitor performance, schedule preventive maintenance, and track warranties.
• Decommissioning & Disposal: Ensure secure data wiping, regulatory compliance, and proper recycling.

3. Automate Asset Discovery and Tracking

With ServiceNow’s automated discovery tools, your asset inventory stays updated in real time. This means:

• No manual tracking errors.
• Instant alerts for unauthorized software, unusual activity, or missing assets.
• A single source of truth for asset data, accessible across departments.

4. Integrate ITAM with ITSM for Proactive Management

ServiceNow ITAM works best when it’s integrated with IT Service Management. This enables:

• Faster Issue Resolution — Link assets directly to incidents and problems for quicker troubleshooting.
• Smarter Change Management — See how changes impact assets before making them.
• Streamlined Requests — Automate approval workflows for new resources and software.

5. Optimize Costs and Maximize ROI

ServiceNow ITAM includes analytics to identify cost-saving opportunities:

• Avoid overbuying hardware or software.
• Reassign unused licenses to active employees.
• Transition to SaaS or cloud models for better scalability and reduced hardware dependency.

6. Strengthen Security and Compliance

Security is at the heart of IT asset optimization. With ServiceNow ITAM, you can:

• Automate asset audits for GDPR, ISO, and other compliance needs.
• Implement a Zero Trust approach to control asset access.
• Track and patch vulnerabilities before they cause downtime or breaches.

Implementing ServiceNow ITAM the Right Way

Implementing ServiceNow ITAM the right way is critical to achieving effective IT asset optimization. ServiceNow ITAM implementation done right which ensures that your asset data is accurate, workflows are automated, and the platform aligns perfectly with your business processes. This approach not only improves visibility and control over your IT assets but also helps identify cost-saving opportunities and reduce risks. Investing time and resources in a well-executed ServiceNow ITAM implementation lays the foundation for ongoing asset optimization and maximized ROI.

Final Thoughts

Optimizing IT assets is essential for businesses to control costs, improve efficiency, and maintain security in an increasingly complex technology environment. ServiceNow ITAM provides a powerful, cloud-based platform that streamlines the entire asset lifecycle from acquisition to disposal, while automating key processes and integrating seamlessly with other IT workflows. By defining clear policies, managing asset lifecycles, automating discovery, and integrating ITAM with ITSM, organizations can achieve better visibility, governance, and cost savings. Most importantly, implementing ServiceNow ITAM the right way lays the groundwork for ongoing optimization and business value. This blog has outlined practical strategies to help you leverage ServiceNow ITAM effectively and transform how your organization manages its IT assets.

Top 5 Customer Support Platforms to Watch in 2026

 

As we move into 2026, Customer experience (CX) is no longer a competitive advantage; it’s a necessity. Organizations are reimagining their CX strategies by leveraging intelligent platforms that blend automation, personalization, and human-centric design. The demand for connected, seamless, and proactive customer journeys is pushing businesses to adopt platforms that can deliver at scale while maintaining empathy and context.

With artificial intelligence now embedded into nearly every aspect of CX from real-time chat support to predictive service resolution, choosing the right platform has become a critical business decision. Technologies like generative AI, emotion AI, and AI-driven analytics are not just enhancing support functions but redefining how brands build relationships with customers.

In this blog, we’ll explore the top 5 customer experience platforms that are setting the benchmark in 2026, comparing their strengths, ideal use cases, and how they help businesses create truly brilliant CX. Whether you’re scaling support operations or transforming service delivery, this list will help you discover the right platform for your journey including why ServiceNow continues to lead the way for enterprise-grade customer experience.

Top 5 Customer Experience Platforms in 2026

1. ServiceNow Customer Service Management (CSM) and CRM — Built for End-to-End Service Excellence

ServiceNow continues to lead the CX revolution, especially for enterprises looking for deep automation, AI capabilities, and cross-functional visibility. What sets ServiceNow apart is its ability to go beyond simple ticketing; it connects customer service with other departments like IT, HR, Field Service, CRM, and CSM ensuring faster resolutions and proactive service.

Key Features:

• AI-powered agent assistance and case summarization through Now Assist
• Integration with ITSM, FSM, and Operations for faster root-cause resolution
• Predictive Intelligence to reduce ticket volumes and improve first-contact resolution
• Scalable workflows that adapt to complex enterprise needs

Why Choose It in 2026:

If your organization values automation at scale, real-time insights, and a truly unified platform for delivering end-to-end customer experience, ServiceNow is a clear winner.

2. Zendesk — Easy-to-Use CX for Growing Businesses

Zendesk remains a favorite among small to mid-sized businesses thanks to its simplicity, quick setup, and user-friendly interface. It provides a range of omnichannel tools and automation options but is more suitable for organizations that don’t require heavy backend integration or enterprise-grade customization.

Key Features:

• Omnichannel support (chat, email, voice, social)
• AI and automation tools like macros and intent detection
• Easy-to-use dashboard for agents and managers
• Pre-built integrations with popular CRMs and apps

Best For: 

Startups and SMBs are seeking a quick and reliable way to streamline support without the need for complex workflows.

In the Zendesk vs ServiceNow debate, ServiceNow stands out as the platform of choice for large enterprises and complex service operations. Whereas Zendesk appeals to smaller businesses and startups that prioritize ease of use, faster onboarding, and simplified support processes.

3. Salesforce Service Cloud — Deep CRM Integration and AI-Driven Support

Salesforce’s Service Cloud offers a potent mix of CRM and CX, making it a top choice for companies that want a complete view of the customer lifecycle. With built-in AI (Einstein) and automation, it enables service teams to personalize every interaction.

Key Features:

• AI-powered chatbots and case routing
• Strong CRM integration for personalized service
• Custom dashboards and analytics
• Built-in knowledge base and community forums

Ideal For:

Companies that are already using Salesforce products want to extend customer service across marketing and sales touchpoints.

4. Freshdesk — Affordable and Intuitive Support Platform

Freshdesk by Freshworks is a popular choice for growing companies looking for an affordable yet capable CX solution. Its gamified interface, automation rules, and easy integration with collaboration tools make it a great starting point for modern support teams.

Key Features:

• AI support with Freddy AI
• Gamification to motivate support agents
• Omnichannel ticket management
• Seamless integration with tools like Slack and Zoom

Recommended For:

Businesses are looking for a budget-friendly platform that’s easy to manage and scale.

5. Zoho Desk — Smart Support within the Zoho Ecosystem

Zoho Desk offers a solid support system that fits naturally within the larger Zoho business suite. It’s beneficial for companies already using tools like Zoho CRM or Zoho Analytics. While it may not be as feature-rich as ServiceNow or Salesforce, it delivers value at its price point.

Key Features:

• AI assistant Zia for suggestions and analysis
• Multi-department ticket management
• Customizable dashboards
• Native Zoho integrations for sales and marketing

Good Fit For:

SMBs are seeking an integrated solution within the Zoho environment, without the need to invest in enterprise-level platforms.

Final Words:

In 2026, delivering exceptional customer experiences means more than just answering support tickets; it’s about building intelligent, connected, and proactive service journeys. As we’ve explored, each platform on this list brings something unique to the table. Whether it’s the enterprise-grade automation of ServiceNow, the simplicity of Zendesk, or the seamless CRM integration of Salesforce, the right CX platform depends on your business goals, size, and service complexity.

What’s clear is that AI, automation, and personalized service are no longer optional as expected. Choosing a platform that not only meets today’s needs but is also built to scale with the evolving demands of tomorrow is key to staying competitive. By aligning your customer experience strategy with the right technology, you’re not just resolving issues, you’re building loyalty, trust, and long-term value for your brand.

6 Ways ServiceNow is Revolutionizing Retail Operations in 2026

 

The Retail Revolution Has Begun — And It’s Powered by ServiceNow

The retail world in 2026 is no longer about just selling products, it’s about creating seamless, personalized, and intelligent experiences across every customer touchpoint. From inventory management to customer service, retailers are expected to operate with speed, precision, and innovation.

But how do retail brands meet these ever-growing expectations while juggling operational complexity, workforce challenges, and rising costs?

That’s where ServiceNow steps in, not as another tool but as a transformation engine.

With AI-driven workflows, real-time insights, and a unified platform approach, ServiceNow is helping retailers break down silos, optimize operations, and deliver faster, smarter service both online and in-store.

In this blog, we’ll explore five impactful ways ServiceNow is revolutionizing retail operations in 2026, turning challenges into competitive advantages for future-ready retailers.

Retail Operations Made Seamless with ServiceNow — Here’s How

1. Eliminating Data Silos Across Stores and HQ

Retailers often operate with fragmented systems, especially between corporate-owned stores and franchises. ServiceNow Retail Operations centralizes store data and integrates operations across all locations, giving HQ real-time visibility into store-level issues, tasks, and performance. This unified approach helps break silos and enables strategic decision-making.

2. Empowering Store Associates with Self-Service & Omnichannel Support

Instead of relying on outdated support lines or manual processes, store workers can now access self-service portals, knowledge articles, and omnichannel communication tools (like chat, text, and more). This reduces downtime, improves issue resolution, and enhances the customer experience by keeping staff focused on customers rather than support logistics.

3. Streamlining Task Management with Automation and Transparency

ServiceNow automates store tasks and combines routine workflows with HQ-level directives. This means ad-hoc tasks, recalls, or compliance checks can be easily assigned, tracked, and completed without confusion. Field visits are reduced, duplicate requests are minimized, and operational efficiency is significantly improved.

4. Delivering Real-Time Performance Visibility and Insights

Executives and store leaders can access dashboards and analytics that showcase top issues, task progress, and trends across all retail locations. With actionable insights, retailers can prioritize high-impact areas, address exceptions quickly, and ensure consistency across stores, whether owned or franchised.

5. Improving Asset and Field Service Management

Through the integration of Field Service Management (FSM), ServiceNow helps retailers keep track of store equipment, schedule preventive maintenance, manage third-party contractors, and dynamically dispatch the right technician at the right time. This leads to better uptime for critical store assets and lower service costs.

6. Enhancing Customer Service Through Predictive Intelligence

ServiceNow leverages AI/ML to route customer issues intelligently, recommend solutions, and anticipate service disruptions before they impact operations. Combined with a virtual agent, the platform improves customer satisfaction while reducing agent workloads.

Final Thought

As the retail landscape evolves rapidly in 2026, agility, efficiency, and connected experiences are no longer optional, they are essential. ServiceNow is not just streamlining operations; it’s redefining how retail businesses function from the ground up. By breaking down silos, empowering frontline staff, and delivering real-time visibility, ServiceNow equips retailers to stay competitive, delight customers, and adapt quickly to market demands. Whether you’re managing a single store or a global retail chain, embracing ServiceNow means future-proofing your retail operations for sustained growth and success.