CRM for the AI Era

Too often, legacy CRM systems trap teams in a cycle of manual data wrangling, disconnected tools, and frustrated customers. The result? Declining productivity, poor experiences, and missed revenue opportunities.

It’s time to break free.

Welcome to a new CRM experience, where AI-powered technology transforms how organizations connect, engage, and grow. In this series, we’ll introduce you to forward-thinking companies that are rewriting the CRM playbook. And we'll give you the insights on how you can too.

Speakers:

• Host: Terence Chesire, Vice President, CRM and Industry Workflows
• John Ball, Executive Vice President and GM, CRM and Industry Workflows
• Laura Marks, Chief of Staff, Global CRM
• Liz Miller, Vice President and Principal Analyst, Constellation Research

If you’re working with legacy CRM, you know the struggle of having siloed data, complex integrations, and outdated features hold back your service teams. To stay competitive, service must become a growth engine.

In this unfiltered conversation, John Bishara from Seismic will share how adopting an AI-native CRM transformed their customer service operations, delivering faster resolutions at lower cost.

You’ll also hear from our experts on why service teams get stuck in fragmented workflows and manual triage, and how AI agents are changing the experience by resolving issues before customers even ask.

Bad CRM was then. This is ServiceNow.

Speakers:

• Host: Terence Chesire, Vice President, CRM and Industry Workflows
• Vidya Balakrishnan, Vice President, Financial Service Product
• Rebecca Guise, Area Vice President, CRM and Industry Workflows
• John Bishara, Vice President, Customer Support Engineering, Seismic

You've invested in customer acquisition, built great products, and promised exceptional service. Then comes the last mile – delivering that service in the field. This is where legacy CRM systems reveal their true limitations.

Missed appointments destroy trust. Poor routing burns resources. Unprepared technicians create costly repeat visits. The very systems meant to support your field operations are actively undermining them.

The last mile doesn't have to be your weakest link. AI-native CRM turns this operational challenge into your strongest competitive advantage. Learn how companies like TridentCare, use intelligent scheduling, contextual mobile experiences, and predictive insights to ensure every customer interaction strengthens their relationship rather than testing it.

Transform your last mile from crisis to differentiator.

Speakers:

• Host: Terence Chesire, Vice President, CRM and Industry Workflows
• Bulent Cinarkaya, Vice President, Field Service Management
• Nikki Narang, Senior Director, Product Management, Field Service Management
• Kyle Seiter, Chief Information Officer, TridentCare

Legacy CRMs promised to help sellers but ended up burying them in busywork, deal desk bottlenecks, and endless spreadsheets.

Quotes drag on for weeks. Renewals turn into chaos. Legacy CRM plays the role of gatekeeper more than growth engine. And while your team is stuck, your competitors are already in your customer’s inbox with a signed quote. Instead of stalling deals, an AI-powered CRM helps your sales teams hit their number with fast quotes, smart renewals, and real-time deal configuration that moves at the speed of your customers. Learn how leading organizations are accelerating sales success with ServiceNow.

Help your sales reps go from being crushed by complexity to crushing quotas.

• Host: Terence Chesire, Vice President, CRM and Industry Workflows
• Krupa Singampalli, Senior Director, Outbound Product Management, CRM & Industries
• John Wright, Senior Solution Sales Executive, CPQ Sales