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LAS VEGAS - ServiceNow (NYSE: NOW), an AI platform for business transformation, has introduced a new AI-powered Customer Relationship Management (CRM) system aimed at delivering seamless end-to-end customer experiences. Announced today at the Knowledge 2025 event, this CRM platform is designed to orchestrate work across various departments, facilitating faster and more efficient interactions throughout the customer lifecycle. The company, currently valued at over $200 billion, has maintained impressive gross profit margins of nearly 79% and earned a "GREAT" financial health score according to InvestingPro analysis.
The company’s CRM is reportedly the fastest-growing workflow business, with an annual contract value of $1.4 billion, reflecting a 30% year-over-year growth as of year-end 2024. This growth aligns with ServiceNow’s overall revenue growth of 21% in the last twelve months, reaching $11.47 billion. The AI-first approach of ServiceNow’s CRM connects workflows across systems, aiming to eliminate inefficient processes and reduce reliance on spreadsheets and shared inboxes. For detailed analysis of ServiceNow’s growth trajectory and 15+ additional exclusive insights, visit InvestingPro.
John Ball, ServiceNow EVP and GM of CRM and Industry Workflows, highlighted the platform’s ability to automate complete workflow from order capture through fulfillment, allowing customers to concentrate on value-added selling and service rather than navigating outdated systems.
Additionally, ServiceNow introduced CRM AI Agents, which autonomously complete tasks across the customer lifecycle. These agents are designed to dynamically determine the best course of action, offering immediate inquiry resolution and managing workflows without predefined rules. ServiceNow reports that AI agents are already automating 37% of the company’s customer support case workflows.
The Whole Group, a partner of ServiceNow CRM, has experienced improved operational efficiency and a 40% reduction in business model transformation costs by leveraging the ServiceNow AI platform for CRM.
Customers like Pure Storage, Farm Credit Mid-America, and ProAssurance have praised the AI-powered CRM for its ability to enhance service quality, increase operational efficiency, and provide more proactive and connected experiences.
The new CRM features are generally available and can be accessed through the ServiceNow Store. This announcement follows ServiceNow’s recent acquisition of Logik.ai and the release of the Yokohama platform, which further strengthened the company’s CRM capabilities.
ServiceNow emphasizes its commitment to using AI to improve productivity and business outcomes while maintaining a human-centered approach to deploying its products and services at scale. However, the company acknowledges potential risks and uncertainties associated with the development and deployment of AI agent innovations, as stated in their forward-looking statements.
This news article is based on a press release statement from ServiceNow. According to InvestingPro’s comprehensive analysis, ServiceNow currently trades near its Fair Value, with strong return metrics and moderate debt levels. The company’s robust financial position is further evidenced by its Altman Z-Score of 12.41, indicating very low bankruptcy risk. Access the full ServiceNow Pro Research Report, along with detailed analysis of 1,400+ other top stocks, exclusively on InvestingPro.
In other recent news, ServiceNow has launched a new AI platform designed for comprehensive enterprise-wide orchestration, integrating AI, data, and workflows. This platform, revealed at the Knowledge 2025 event, aims to address business challenges like siloed systems and inconsistent data. Furthermore, ServiceNow introduced the AI Control Tower and AI Agent Fabric, tools designed to enhance AI management and governance across enterprises. In collaboration with NVIDIA, ServiceNow also announced the Apriel Nemotron 15B reasoning model, expected to improve AI agents’ decision-making and workflow management. Additionally, ServiceNow has unveiled ServiceNow University, a learning platform intended to upskill individuals in response to technological changes driven by AI. On the financial front, Stifel analysts have raised their price target for ServiceNow shares to $1,050, maintaining a Buy rating. Stifel’s analysis highlighted ServiceNow’s focus on growth beyond core IT offerings and potential margin expansion through AI-driven efficiencies. These developments underscore ServiceNow’s strategic initiatives to enhance productivity and support enterprise transformation.
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