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AI, Data, and Workflow in Retail: Insights from Knowledge 2025

Publisher IDC
Published Jun 30, 2025
Length 6 Pages
SKU # IDC20159927

Description

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."

Table of Contents

6 Pages

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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Related Research

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