{"id":746555,"date":"2025-04-24T06:40:24","date_gmt":"2025-04-24T11:40:24","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?p=746555&#038;preview=true&#038;preview_id=746555"},"modified":"2025-04-24T06:40:27","modified_gmt":"2025-04-24T11:40:27","slug":"rethinking-customer-experience-with-servicenow-why-cx-needs-a-revolution","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/us-en\/insights\/expert-perspectives\/rethinking-customer-experience-with-servicenow-why-cx-needs-a-revolution\/","title":{"rendered":"Rethinking Customer Experience with ServiceNow Why CX needs a revolution?"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Rethinking Customer Experience with ServiceNow<br>Why CX needs a revolution?<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/05\/Jon_Harriman.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Jon Harriman<\/h5><h5 class=\"blog-date\">16 Apr 2025<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-today-s-customers-demand-more-than-convenience-they-expect-speed-consistency-and-empathy-across-every-channel-and-interaction\">Today\u2019s customers demand more than convenience. They expect speed, consistency, and empathy \u2013 across every channel and interaction. <\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Whether they\u2019re paying a bill, reporting an outage, or navigating a complex public service, customers want seamless, human-centric support. Yet most organizations are still struggling with disjointed systems, manual processes, and a reactive service mindset.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The result? Frustrated customers, overworked service teams, and a widening gap between expectations and delivery.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">According to the <a href=\"https:\/\/www.capgemini.com\/insights\/research-institute\/\">Capgemini Research Institute<\/a>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>52 percent&nbsp;of customers have switched providers due to poor experiences<\/li>\n\n\n\n<li>43 percent &nbsp;of executives cite limited cross-department alignment and collaboration as a top challenge<\/li>\n\n\n\n<li>38 percent&nbsp;point to siloed systems and fragmented customer data as key barriers to delivering seamless experiences<\/li>\n\n\n\n<li>There is $98 billion&nbsp;left on the table each year by failing to provide simple customer experiences.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The research also highlights three critical takeaways:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer service matters: 58 percent of those surveyed say it is extremely important to overall brand perception.<\/li>\n\n\n\n<li>Customer service faces serious operational challenges: 65 percent of executives report low efficiency within the function, directly leading to reduced satisfaction.<\/li>\n\n\n\n<li>Gen AI offers real promise: already, 33 percent of organizations using generative AI are seeing improved first-contact resolution rates.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">It\u2019s time to change the game. And that\u2019s where Customer Experience (CX) with ServiceNow&nbsp;comes in.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-capgemini-plus-servicenow-vision-for-cx\"><strong>The Capgemini plus ServiceNow vision for CX<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Capgemini believes that delivering great customer experience doesn\u2019t start at the front-end. It starts deep in the back office \u2013 where the real magic (or mess) happens. ServiceNow gives us the platform to streamline and orchestrate customer journeys end-to-end, breaking down silos and automating complexity.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CX with ServiceNow&nbsp;is a strategic offering that combines:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>ServiceNow&#8217;s powerful AI-driven workflows<\/li>\n\n\n\n<li>Capgemini\u2019s industry and functional expertise<\/li>\n\n\n\n<li>A library of real-world demo scenarios across energy, utilities, public sector, and more.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">We\u2019re not just fixing broken experiences. We\u2019re reimagining them.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-from-fragmented-to-frictionless\"><strong>From fragmented to frictionless<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In most organizations, customer service is a relay race. CRM passes the baton to IT. IT passes it to field services. Field services hands it to billing. It\u2019s disjointed, inefficient, and slow.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CX with ServiceNow changes the game.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We create unified workflows that treat the customer journey as a single, intelligent flow \u2013 no matter how many departments are involved. With ServiceNow, we automate case routing, streamline approvals, integrate legacy systems, and enable real-time visibility for agents and customers alike.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">And most importantly, we embed agentic AI&nbsp;to power decision-making at every step.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-agentic-ai-the-smart-core-of-cx\"><strong>Agentic AI: The smart core of CX<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Agentic AI is not basic chatbots. They\u2019re intelligent digital agents that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Monitor data from across the ecosystem<\/li>\n\n\n\n<li>Detect issues early (sometimes before the customer even notices)<\/li>\n\n\n\n<li>Trigger the right workflows based on business logic and intent<\/li>\n\n\n\n<li>Escalate and communicate in human-friendly ways<\/li>\n\n\n\n<li>Learn and improve over time.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">In our demos, you\u2019ll see how agentic AI enables:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Autonomous power outage triage and dispatch<\/li>\n\n\n\n<li>Auto diagnosing and fixing machinery in manufacturing<\/li>\n\n\n\n<li>Tax office support driven by natural language understanding<\/li>\n\n\n\n<li>AI-based customer notifications and smart triage for service disruptions<\/li>\n\n\n\n<li>Seamless, integrated journeys across CRM, GIS, ERP, and field ops.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-tailored-for-the-real-world\"><strong>Tailored for the real world<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">We\u2019re not building these solutions in a vacuum. Every CX demo we deliver is based on real-world pain points we hear from clients across sectors:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In energy and utilities, we show how to proactively detect outages, trigger repair workflows, and keep customers informed every step of the way.<\/li>\n\n\n\n<li>In the public sector, we demonstrate how intelligent workflows reduce the strain on overstretched services and make it easier for citizens to get the help they need.<\/li>\n\n\n\n<li>In smart factory and industrial, we show how CX isn\u2019t just about customer service \u2013 it\u2019s about operational continuity, safety, and compliance.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Each scenario is brought to life with working demos that showcase how the NOW platform and Capgemini\u2019s expertise come together to deliver value.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-delivering-the-bottom-line\"><strong>Delivering the bottom line<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Customer experience isn\u2019t just a feel-good metric. It impacts trust, loyalty, efficiency, and brand reputation. It\u2019s the difference between a complaint and a lifelong advocate.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CX with ServiceNow gives organizations the tools to automate what should be automated, humanize what needs empathy, predict problems before they happen, and respond at speed and scale.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CX with ServiceNow gives organizations the tools to automate what should be automated, humanize what needs empathy, predict problems before they happen, and respond at speed and scale.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Want to see it in action? <\/strong>Get in touch for a live demo or to explore how CX with ServiceNow could work for your organization. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Join us at <a href=\"https:\/\/www.capgemini.com\/news\/events\/knowledge-servicenow\/\" target=\"_blank\" rel=\"noreferrer noopener\">ServiceNow Knowledge 2025<\/a>, to embrace our theme &#8220;Intelligence, meet experience. Welcome to your agentic-powered business,&#8221; highlighting how our intelligent solutions are designed to enhance customer experiences and empower businesses with agentic AI capabilities.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Author<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/05\/Jon_Harriman.jpg\" alt=\"Jon Harriman\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/uk.linkedin.com\/pub\/jon-harriman\/10\/7bb\/571\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Jon Harriman<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Group Offer Lead &#8211; People Experience &amp; Customer Experience for ServiceNow<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/uk.linkedin.com\/pub\/jon-harriman\/10\/7bb\/571\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Jon is a renowned expert in employee experience, leveraging his role as the People Experience Group Offer Leader at Capgemini to drive organizational success through people-centric approaches. With an extensive and diverse background encompassing roles in portfolio and offer development, pre-sales, solutioning, and delivery, coupled with a fervor for transforming how companies cultivate their workforce, Jon is committed to empowering organizations to establish engaging environments for their employees.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Today\u2019s customers demand more than convenience. They expect speed, consistency, and empathy \u2013 across every channel and interaction.<\/p>\n","protected":false},"author":388,"featured_media":746556,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"brand":[506],"service":[45,513],"industry":[],"partners":[178],"blog-topic":[152,514],"content-group":[],"class_list":["post-746555","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","brand-capgemini","service-customer-experience","service-people-experience","partners-servicenow","blog-topic-customer-experience","blog-topic-people-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - 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