From a tech giant's largest-ever acquisition to a CX stalwart's plunge into bankruptcy, here are extracts from some of our most popular news stories over the past seven days.
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, and Unilever – with AI assistants to manage organization-wide requests from employees.
It is the second employee-facing virtual assistant provider that ServiceNow has rolled up in 2025 alone, following its CueIn acquisition.
In both cases, ServiceNow underlined its aim to drive agentic and generative AI adoption across the enterprise.
Yet, in an interview with CNBC, Bill McDermott, CEO of ServiceNow, also highlighted how the Moveworks acquisition will bolster his company’s bid for CRM ascendency.
In doing so, McDermott underlined how Moveworks’ AI assistants – emboldened by ServiceNow’s technology – will empower numerous front-office teams.
"We already own the middle and the back-office of these enterprises," he said.
"But take CRM, for example – a category that we intend to be the market leader in, for sure." (Continue reading…).
Mitel Confirms Chapter 11 Bankruptcy, Expects a “Swift” Exit
Mitel has officially filed for Chapter 11 bankruptcy, expecting a "swift" exit.
Chapter 11 bankruptcy enables organizations to stay running as they reorganize their debt loads and repay creditors.
Don’t confuse this with chapter seven bankruptcy: liquidation.
According to sources, Mitel has a debt of $235MN that will mature in December 2025.
The company’s bankruptcy plan, which – if approved by the courts – will enable it to pay that money back in two key ways.
First, by rapidly selling off some of its assets to capture approximately $135MN in funds.
Second, by securing financing worth $124.5MN. That will come from two sources: a $60MN commitment from debtor-in-possession ("DIP") financing and another $64.5MN from new exit financing, should the court approve Mitel’s plan. (Continue reading…).
Google Refreshes Its Customer Engagement Suite, Adds a Console to Build AI Agents for Self-Service
Google has unveiled several advancements to its Customer Engagement Suite.
The suite houses its CCaaS offering – formerly the Google Contact Center AI Platform – alongside several conversational AI solutions.
The Google Customer Engagement Suite with Google AI[/caption]
