This IDC Perspective discusses ServiceNow Knowledge 2025, held in Las Vegas, which brought onsite about 25,000 attendees comprising industry leaders, partners, and customers. This report provides an overview of the takeaways from Knowledge 2025, focusing on the implications for the retail sector. In particular, it summarizes five vital insights from ServiceNow's road map and what retailers should know about ServiceNow's latest announcements and product releases that might be useful in addressing persistent challenges, improving operations efficiency, and increasing superior customer experiences along customer journeys and life cycles."Retail companies are at a critical juncture in which the decisions they make today will shape their competitiveness for years to come," said Ornella Urso, research director, IDC Retail Insights. "Reframing the CRM platform is gaining more and more importance across retail business executives conversations as well as during technology partner selection."
Executive Snapshot
Situation Overview
AI is the Core of the Integrated Platform Approach
CRM Reimagined for the AI Era
Data Is the Foundation of Customer Trust
Employee Experience Is the New CX Strategy
Partners Drive Innovation and Scale
What Does This Mean for Retailers?
Advice for the Technology Buyer
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