Stop struggling with siloed systems and unlock human-AI collaboration with AI-powered workflows to deliver exceptional experience to customers that drives business growth.

Customers are frustrated. 79% of organizations struggle to meet rising customer expectations. Traditional CRM-based approaches focus on interactions, not satisfactory resolutions. 72% of consumers say that having to repeat their problem to multiple agents is poor service. But agents are challenged by having to access disparate systems to resolve an issue. 65% report low operational efficiency in customer service.

Unlike CRM tools that primarily record and route issues, CX with ServiceNow puts resolution at the core — orchestrating the people, processes, and data required to fix problems the first time. Disjointed customer journeys impact loyalty. Back-office silos prevent agents from accessing the information they need. 43% of executives cite limited cross-department alignment and collaboration as a top challenge. This needs to be solved because research shows that failing to provide simple experiences to consumers can leave up to $780 billion worldwide on the table each year.

The solution doesn’t require ripping out your existing CRM — instead, it integrates with platforms like Salesforce, Dynamics, and Zendesk, extending them with AI-driven, cross-department workflows to actually resolve the issues they log. Capgemini’s CX with ServiceNow provides AI-driven workflows that break silos, boost efficiency, and keep customers happy. Unlike traditional CRM-led solutions, CX with ServiceNow starts with workflows to proactively resolve issues. It creates an end-to-end customer journey that connects all areas of the business so agents can fix problems, not just log tickets.

Our Customer Experience (CX) with ServiceNow offer combines the power of ServiceNow’s Customer Relationship Management (CRM), Field Service, and Agentic AI capabilities with Capgemini’s deep industry expertise and our ability to transform, implement and operate. Together, we help you:

  • Unify workflows across front and back office to resolve issues faster and improve efficiency
  • Leverage Gen AI and agentic AI to deliver proactive, personalized experiences that anticipate customer needs
  • Connect insights and actions across channels, data, and teams for a truly integrated experience
  • Embed trust and transparency into every interaction to strengthen customer relationships

Whether you operate in public sector, utilities, telecoms, or any service-intensive industry, we enable experiences your customers can feel — and your business can scale.

By leveraging agentic AI, AI that can autonomously reason, plan and act across systems – alongside ServiceNow’s operational heritage, and Capgemini’s delivery model, the solutions create a unified service layer across departments. It proactively resolves cases through automation, reducing the burden on agents and eliminating repetitive escalations.

Unlike “AI-assist” features that simply recommend next steps, agentic AI autonomously orchestrates end-to-end workflows:

  • Predicts and prevents issues before customers notice them
  • Coordinates actions across IT, supply chain, finance, and field service
  • Learns from every resolution to improve future responses

This is not just automation – it’s the human-AI collaboration in action, where autonomous agents and human expertise combine to deliver seamless service.

Discover how to scale exceptional customer service with existing systems and bring together workflows to resolve issues. Capgemini’s CX for ServiceNow transforms the way businesses engage with customers to drive satisfaction, loyalty, and operational efficiency.