From the launch of a unified CRM solution to the expansion of another, here are extracts from some of this week’s most popular news stories.
ServiceNow Unveils a Unified CRM Platform to Disrupt an “Industry Built on Outdated Systems”
ServiceNow has unified its CRM solutions on one platform: ServiceNow CRM.
Those apps include ServiceNow Customer Service Management (CSM), Sales and Order Management, and Field Service Management.
The tech giant has also packaged industry-specific extensions to bolster the platform across numerous verticals, including banking, healthcare, and retail.
In uniting its CRM portfolio, ServiceNow presents a “system of action” to sell, fulfill, and service.
As Terence Chesire, VP of CRM & Industry Workflows at ServiceNow, said prior to the platform’s launch at ServiceNow Knowledge 2025:
You and your customers can start delighting your customers by uniting data, AI, and workflows to service, sell, and deliver, all on one unified platform.
The news comes after ServiceNow officially entered the CRM market in January 2025. Since then, it has bolstered its capabilities by acquiring Moveworks, Logik.ai, and CueIn.
Now, it pledges to “disrupt an industry built on outdated systems.” (Read on…).
Salesforce Launches Agentforce for HR Service, Confirms Move Into ITSM
Salesforce has dropped another new edition of Agentforce: Agentforce for HR Service.
The announcement builds on the Employee Service module that Salesforce added to Service Cloud in December 2024 and has since renamed: “HR Service”.
HR Service comprises two core components: an Employee Portal and HR Service Console.
From the Employee Portal, staff can complete onboarding activities, source answers to queries, connect to HR specialists, complete tasks such as requesting vacation, and more.
Meanwhile, the HR Service Console gives HR teams a place to troubleshoot employee issues.
Agentforce for HR Service builds on these core functionalities, allowing AI agents to automate more tasks – completely or partially – and “save everyone time”.
It also allows teams working in Slack to instruct AI agents to complete HR Service tasks without opening up a separate application. (Read on…).
SAP Is Building a “Modern and Composable” Customer Experience Suite
SAP is on a mission to build an AI-powered, “modern and composable” customer experience suite.
That’s according to Balaji Balasubramanian, President and Chief Product Officer of SAP CX.
In an exclusive interview with CX Today, he pinpointed how SAP has laid the foundations, first with SAP Business Data Cloud.
SAP Business Data Cloud unifies data from SAP systems and third-party sources into a single source of truth.
As part of that, it pulls in customer signals from sales, inventory, service, marketing, loyalty, and even third-party logistics in near-real time.
In doing so, it gives businesses context and insight into “every” customer journey touchpoint.
SAP Business Data Cloud pairs with the SAP CX AI Toolkit, a no-code solution businesses can use to apply AI, including AI agents, across sales and service operations.
Referencing the two solutions, Balasubramanian said: “Our most recent innovations are more than just product updates. They’re the building blocks for something broader: a truly native AI-powered, modern, and composable customer experience suite.” (Read on…).
Talkdesk Drops Two New CCaaS Products, Targets Small Businesses and Utility Companies
Talkdesk has rolled out two new products to help small businesses and utility companies modernize how they serve their customers.
The CCaaS stalwart built both products on the idea that companies of all sizes should have access to the same AI customer service tools that enterprises use, but without the extra cost, complexity, or setup.
The first product, Talkdesk Express, is a self-service customer service platform designed for small businesses with 50 or fewer employees.
Typically, these companies have a handful of people managing everything without a formal contact center or IT team. They’re also limited by tight budgets and fewer resources compared to enterprises.
Express addresses these challenges by allowing any company to set up customer support via phone, chat, and other channels.
Katie Rubak, Director of Product Marketing at Talkdesk, stressed that small businesses can sign up directly on the Talkdesk website, skip the usual sales and onboarding process, and be up and running within minutes.
Companies get 25 free licenses and $100 in credits to try out the platform without an upfront commitment. After, Talkdesk offers usage-based pricing, where companies only pay for what they use. (Read on…).
