Bill McDermott
Customer experience voice
48 stories · newest first · 9 in 2026 · 1 in the last 90 days
Why ServiceNow Says AI Agents Demand a New Security Model
ServiceNow says the rise of AI agents is changing the cybersecurity conversation, entering a new phase where enterprises need stronger identity controls, deeper visibility and faster remediation to reduce the risk of threats from malicious attackers and unexpected agent behavior.
Nicole Willing · 4 min read · 7 Oct 2026
The CX AI Risk Most Teams Still Cannot See
Gartner, CallMiner, and ServiceNow reveal why CX leaders need a stronger operating model for AI agents, customer automation, and AI risk.
Rob Wilkinson · 5 min read · 28 Jul 2026
ServiceNow Takes CRM Fight to Salesforce as AI Strengthens SaaS Case
ServiceNow challenges Salesforce in CRM, arguing AI strengthens demand for workflow automation, data context and predictable SaaS pricing.
Nicole Willing · 7 min read · 23 Jul 2026
ServiceNow Goes All-In on Cybersecurity As AI Risk Keeps CEOs Awake at Night
ServiceNow says its AI Control Tower, Armis and Veza will help enterprises govern AI securely as cybersecurity becomes a major growth engine.
Nicole Willing · 6 min read · 23 Jul 2026
The Design Principle That Could Make or Break Enterprise AI Adoption
Why enterprise AI agents need zero permissions by default - and how 'deny by default' could define your AI security strategy.
Thomas Walker · 7 min read · 29 May 2026
ServiceNow’s Knowledge 26 Warning: Govern AI Agents Or Watch Them Break Things
ServiceNow Knowledge 26 showed how FedEx, NVIDIA, Lenovo, and Vantage Towers are turning governed AI agents into real CX workflows.
Rob Wilkinson · 9 min read · 14 May 2026
McDermott Says ServiceNow “Converts Chaos to Control” With Context-Driven Enterprise AI
ServiceNow reports AI-driven growth in Q1 as context, governance, and workflow scale boost enterprise adoption and revenue.
Francesca Roche · 6 min read · 23 Apr 2026
ServiceNow and Cohesity Partner to Deliver Real-Time Recovery for Enterprise AI Agents
ServiceNow integrates Cohesity data recovery to help enterprises manage and restore AI agent operations safely.
Francesca Roche · 4 min read · 11 Mar 2026
ServiceNow Says AI Adoption Is Now the Main Driver of Growth and Demand
ServiceNow says AI adoption is driving customer demand and revenue growth, gaining in its AI Control Tower, products, and acquisitions.
Francesca Roche · 5 min read · 29 Jan 2026
ServiceNow in Talks to Buy Armis for $7BN, in Next Phase of CX-Driven Cybersecurity Consolidation
ServiceNow is reportedly in talks to acquire Armis for up to $7BN, parts of a broader cybersecurity consolidation across customer experience.
Nicole Willing · 6 min read · 16 Dec 2025
ServiceNow Completes Moveworks Acquisition, Cementing Its Agentic AI Ambitions
ServiceNow has finalized its Moveworks acquisition, strengthening its agentic AI strategy with a powerful conversational front door and autonomous workflow capabilities.
Rhys Fisher · 4 min read · 15 Dec 2025
The Big ServiceNow AI Experience Announcement: A Closer Look
“There’s always a moment when the line is drawn between yesterday and tomorrow. This is that moment.” Those are the words of Bill McDermott, CEO of ServiceNo...
Chris Porter · 4 min read · 14 Oct 2025
Genesys and Zoom Quietly Push Customer Service and ITSM Closer Together
Over the past year, Genesys and Zoom have launched tight integrations with ServiceNow Customer Service Management (CSM), the widely utilized customer support...
Charlie Mitchell · 6 min read · 15 Sept 2025
ServiceNow on the Upcoming “Extinction” of Traditional CRM, Its Big Google Deal, and Hiring
ServiceNow CEO Bill McDermott has described agentic AI as an "extinction-level" event for CRM. Speaking on an episode of the Bloomberg Talks podcast , McDerm...
Rhys Fisher · 3 min read · 29 Jul 2025
ServiceNow Dismisses Concerns Over Its Moveworks Acquisition, Fires a Warning to the CRM Industry
ServiceNow has poured cold water over concerns that its Moveworks acquisition might be in danger. Bloomberg ignited the speculation last week, reporting that...
Charlie Mitchell · 3 min read · 24 Jul 2025
NiCE CEO: "We're Not Just Partners; We're Co-Building with AWS, ServiceNow & Snowflake"
In his first interview as CEO in March, Scott Russell vowed to extend the value NiCE brings to its customers, citing opportunities in AI, international expan...
Charlie Mitchell · 5 min read · 23 Jul 2025
ServiceNow's Moveworks Deal in Danger Amid Antitrust Concerns, Reports
ServiceNow’s proposed $2.85BN acquisition of enterprise AI startup Moveworks might be in danger of falling through. Initially announced in March of this year...
Rhys Fisher · 3 min read · 21 Jul 2025
ServiceNow's Internal AI Agents Generate $350M in Added Value, Spark Debate on Future of Jobs
ServiceNow has announced that it has already generated $350 million in value from internal AI agent deployments. The revelation came as Amit Zavery, Presiden...
Floyd March · 3 min read · 15 Jul 2025
Big CX News from Salesforce, NVIDIA, ServiceNow, Cisco & Microsoft
It's been another busy week in the wonderful world of customer experience, with a major acquisition from Salesforce, fighting talk from NVIDIA and ServiceNow...
Rhys Fisher · 4 min read · 30 May 2025
NVIDIA CEO: ServiceNow Is Destined to Be the Best Platform for Enterprise AI Agents
"As a third party watching the world of enterprise AI, ServiceNow is destined to be the best platform, the operating system of enterprise AI agents." Those a...
Rhys Fisher · 4 min read · 23 May 2025
ServiceNow Knowledge 2025: All 11 Major Announcements
ServiceNow Knowledge 2025 represents the tech juggernaut’s biggest-ever live event. With 25,000 people watching in Las Vegas and thousands more online, the s...
Charlie Mitchell · 7 min read · 7 May 2025
The Latest BIG News from Microsoft, ServiceNow, Avaya, & Talkdesk
From a big move in converging CCaaS and UCaaS platforms to an industry disruptor aiming to change the CRM space, here are extracts from some of our most popu...
Charlie Mitchell · 3 min read · 25 Apr 2025
ServiceNow Secures 9 CRM Megadeals, Reiterates Goal to Lead the Market
ServiceNow landed nine CRM and Industry Workflow deals worth over $1MN last quarter. The tech giant also revealed that 16 of its top 20 deals included CRM. S...
Charlie Mitchell · 4 min read · 24 Apr 2025
Salesforce Service Cloud vs. ServiceNow Customer Service Management (CSM): The CRM Showdown
Find out how Salesforce Service Cloud and ServiceNow Customer Service Management (CSM) compare on key features, pricing, and ecosystem.
Rebekah Carter · 11 min read · 14 Apr 2025
The Ultimate ServiceNow Career Guide for 2025: Jobs, Salaries, & Certifications
This ServiceNow career guide assesses the most common roles available within its ecosystem, salary expectations, and relevant certifications.
Rebekah Carter · 7 min read · 9 Apr 2025
ServiceNow Reimagines the ServiceNow Store for the AI Agent Era
ServiceNow has revamped its marketplace of "ready-to-use" applications and integrations: the ServiceNow Store. Now, it will include a new category of listing...
Charlie Mitchell · 3 min read · 1 Apr 2025
Salesforce Touts a Big ITSM Move Amid ServiceNow's CRM Push
Salesforce CEO Marc Benioff has once again stirred the pot, this time with a bold pledge to expand into IT Service Management (ITSM). During a recent appeara...
Floyd March · 3 min read · 14 Mar 2025The Latest BIG News from ServiceNow, Mitel, Google, & Genesys
From a tech giant's largest-ever acquisition to a CX stalwart's plunge into bankruptcy, h ere are extracts from some of our most popular news stories over th...
Floyd March · 3 min read · 14 Mar 2025
ServiceNow Snaps Up Moveworks for $2.8BN, Bids to Be “the Market Leader” in CRM
ServiceNow has agreed to acquire Moveworks for $2.8BN, representing the largest deal in its history. Moveworks provides companies – including Siemens, Toyota...
Charlie Mitchell · 4 min read · 10 Mar 2025
Big CX News from ServiceNow, Zoho, Salesforce, & Kore.ai
The past week in CX has seen a big move from ServiceNow, a change of leadership at Zoho, more Agentforce news from Salesforce, and a further agentic AI relea...
Rhys Fisher · 3 min read · 31 Jan 2025
ServiceNow Drops a Massive AI Agent Release, with a New Studio, Orchestrator, & More
ServiceNow has unveiled thousands of pre-configured AI agents for customer service, IT, HR, and other enterprise functions. These agents will be available on...
Charlie Mitchell · 4 min read · 29 Jan 2025
ServiceNow Officially Enters the CRM Market
During its 2025 Partner Kickoff, ServiceNow boldly declared: "We are in CRM." The announcement came as John Ball, SVP & GM CRM Workflows at ServiceNow , cele...
Charlie Mitchell · 4 min read · 27 Jan 2025
ServiceNow Acquires Cuein, the “Copilot for Customer Experience Teams”
ServiceNow has agreed on a deal to purchase Cuein, a customer service AI provider. Describing itself as a "co-pilot for customer experience teams," Cuein’s t...
Rhys Fisher · 3 min read · 20 Jan 2025
ServiceNow Shares Plans to Hire Up to 3,000 People
Bill McDermott, CEO of ServiceNow , has revealed plans to hire up to 3,000 people. The move will support the company’s bid to become the "ultimate" AI platfo...
Charlie Mitchell · 3 min read · 3 Jan 2025
Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) 2024: The Rundown
The CRM market has become increasingly competitive, and those used within customer service environments are no exception. Gartner refers to these as Customer...
Charlie Mitchell · 12 min read · 17 Dec 2024
ServiceNow President Desai Leaves After Hiring Policy Breach
ServiceNow's President and COO, Chirantan "CJ" Desai , has left the business following an internal investigation found violations of the company's hiring pol...
Kieran Devlin · 3 min read · 26 Jul 2024
ServiceNow Infuses Generative AI Into "All" Its Workflow Offerings
ServiceNow has revealed that it is adding generative AI into all of its workflow offerings as large language models (LLMs) become central to its AI strategy....
James Stephen · 3 min read · 28 Jul 2023
ServiceNow Adds Generative AI to Its Virtual Agent Solution
ServiceNow has launched its Now Assist for Virtual Agent solution, which leverages generative AI to improve the productivity of contact center agents and dig...
Rory Greener · 3 min read · 13 Jun 2023
BT Launches CCaaS Package with ServiceNow
BT has partnered with ServiceNow to launch a CCaaS package designed to accelerate the digitalization of contact centers. The result of adopting the solution ...
James Stephen · 3 min read · 17 May 2023
ServiceNow Becomes the Fastest-Ever Enterprise Software Firm to Break the $2BN Revenue Barrier
ServiceNow has surpassed a $2BN quarterly revenue for the first time in its history, becoming the fastest enterprise-grade software firm to hit the target. I...
Rory Greener · 2 min read · 27 Apr 2023
Big CX News from Salesforce, SAP, ServiceNow, and Microsoft
From setting out company ambitions to multibillion-dollar investments, here are some extracts from our most popular news stories over the last seven days. Ne...
Ryan Smith · 4 min read · 27 Jan 2023
ServiceNow CEO: Our Ambition Is to Be the Defining Enterprise Software Company of the 21st Century
Bill McDermott, Chairman and CEO at ServiceNow, has set out the ambition to turn the organization into the "defining enterprise software company of the 21st ...
Ryan Smith · 2 min read · 26 Jan 2023
SAP Wants to Sell Its Stake In Qualtrics
SAP is exploring the opportunity to sell its 71 percent stake in Qualtrics. After initially acquiring Qualtrics for $8BN in 2018, SAP spun the software provi...
Charlie Mitchell · 3 min read · 26 Jan 2023
Hybrid Cloud: A Driving Force In the Growth of ServiceNow and IBM
Recent earnings results paint a somewhat bleak picture as CX vendors brace for a downturn. Lengthening deal cycles and end-users bringing in more decision-ma...
Charlie Mitchell · 3 min read · 2 Nov 2022
Creator Workflows Drives ServiceNow Revenue Growth
ServiceNow has continued its growth with subscription revenues for Q2 surpassing $1.658 billion, growing 29.5 percent year-over-year in constant currency. Fu...
Charlie Mitchell · 3 min read · 28 Jul 2022
ServiceNow, Qualtrics Partner on Experience Personalisation
Experience management and enterprise feedback platform provider Qualtrics and digital workflow firm ServiceNow have announced a new partnership in experience...
William Smith · 2 min read · 16 Dec 2021
ServiceNow, Celonis form Automation Partnership
Enterprise software firm ServiceNow and execution management software startup Celonis have announced a new strategic partnership. ServiceNow offers a digital...
William Smith · 2 min read · 7 Oct 2021
ServiceNow Debuts CX Solutions at Knowledge 2021 Event
Enterprise software leader ServiceNow has come out with a number of announcements as part of an ongoing two-week event. The digital workflow company’s Knowle...
William Smith · 2 min read · 12 May 2021