CRM AI Summit 2026 | APAC

Your customers expect fast, connected, personal experiences. Your teams are juggling fragmented tools, manual processes and rising demand. AI holds the potential to transform customer experiences, but you can't simply bolt AI onto a broken foundation and drive results.

In this keynote session, hear from ServiceNow's APAC CRM leadership team on why the AI-native enterprise needs CRM that finishes the work—not just tracks it.

What we'll explore:

• Why AI-native CRM is reshaping service and sales across APAC, grounded in CX insights from our 2026 study
• The shift from CRM as a system of record to a system that finishes the work
• Insight into ServiceNow’s vision for Autonomous CRM and a look at the latest product innovation
• The Future of Autonomous Banking in APAC — a fireside conversation with BusinessNext on how financial services leaders are reimagining customer operations with AI-native CRM

Featured Speakers:

• Vikrant Chowdhary, Vice President, APAC CRM & Industry Workflows, ServiceNow
• Elisha Harrington, APJ Innovation Officer, ServiceNow
• Eric Bensley, VP, Product Marketing – CRM, ServiceNow
• Nishant Singh, Co-Founder and CEO, BusinessNext

See ServiceNow Autonomous CRM in action across service and sales.

Three focused demos across Customer Service Management, Field Service Management and Sales CRM showing how the platform handles work that would otherwise fall through the cracks: a service issue resolved by AI before it reaches an agent, a field technician dispatched with the right parts and context, a complex sales quote configured and closed in minutes — all without switching systems.

What you'll experience:

• From Conversations to Resolution: How AI Drives Action Across Service

  Customers face long wait times. Service agents scramble across disconnected systems. Middle and back-office processes are stitched together by humans. AI flips that. This session walks through real-world scenarios showing how AI drives resolution across your organisation - from omnichannel self-service to fulfilment in the middle and back offices.

• The Technician's Day, With Less in the Way

  A field user arrives, diagnoses the problem, fixes it, closes the job. Simple in theory—but every step carries an administrative tax: manual entry, forms filled from memory, parts logged after the fact, summaries written before a customer will sign off. This session walks through FSM AI capabilities built to remove that tax—instant work order creation, image capture to eliminate form entry, parts leakage prevention, and job summaries that write themselves. You'll leave knowing how these capabilities fit together across a field user's day.

• Conversational Quoting in Minutes Not Days for Sales and Service

  What if your reps could walk out of any customer meeting with a complete and accurate quote that’s ready to send? Conversational quoting from ServiceNow CPQ makes it real. Powered by next-gen AI and natural language, ServiceNow CPQ condenses the quoting process from days to minutes, eliminating the error-prone manual work and quoting delays that put revenue at risk. Join this session to see it in action.

• Now on Now: How We Sell, Fulfill and Serve Customers on our AI CRM Platform

  Traditional CRM manages customers, sales, post-sales, operations and back office in silos and fragmented systems. This session will showcase how our own ServiceNow approach reinvents how we sell, fulfill and serve customers on a unified platform from pricing and quoting workflows to success and support.

Featured Speakers:

• Cameron Adams, Sr Mgr, CRM Solution Consulting, ServiceNow
• Manolo Yanes, CRM Sr Advisory Solution Consultant, ServiceNow
• Joseph Gil, Advisory Solution Consultant, ServiceNow
• Ashraf Karim, SVP, Connected Customer Experience, ServiceNow
• Sukshma Rajagopalan, SVP, GTM Products and Technology, ServiceNow