CRM is one of the fastest-moving spaces in enterprise tech right now — and the gap between what customers expect and what traditional systems can deliver is widening fast. Hear directly from peers who are ahead of the curve, get under the hood of where AI-powered CRM is actually landing, and shape your own roadmap in a room full of people facing the same challenges.
Leaders responsible for customer experience, service operations, or CRM strategy — whether you're already on the platform or evaluating what good looks like. Ready to join us?
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Learn from industry leaders and ServiceNow experts sharing real-world insights and best practices.
Discover how AI-powered workflows can transform your business operations and drive efficiency.
Hear from organizations that have successfully implemented ServiceNow solutions at scale.
Connect with peers, partners, and ServiceNow professionals to expand your network.
Join us for lunch and secure your seat for a 13:00 start to the content sessions!
Most customer experiences don't break at the front door. They break in the middle. The real problem is customer data that resides in various systems that were never designed to talk to each other, leaving gaps where customer experience falls through. We'll cover what this looks like in practice, why cross-system governance is critical in a post-AI world and signpost how leading organisations are approaching service transformation
Speaker: Alex Montgomery (Monty), Chief Digital & Technology officer, UK Enterprise Industries, ServiceNow
Hear how some of the leading names across industries are reimagining and delivering elite customer experiences.
Speakers: Dr. Edward Steele, IT Fellow for Data Science, The Met Office; James Mason, Service Manager, Next plc; Gary Grant, Head of Field Operations, Castle Water
Combining AI agents, real-time data and cross-departmental workflows, see how resolving customer issues, configuring quotes and end-to-end order orchestration can be effortlessly and autonomously executed, with no manual handoffs
Speaker: Jenny Ransom, Sr CRM Account Executive, ServiceNow
Facilitated discussions, under Chatham House rule, to share experience and iterate on best-practices with peers and fellow expert practitioners
Hear from Genesys on how, as the front door of customer engagement, correctly enabling the contact centre is a prerequisite to deliver elite customer experience
Speaker: Jeroen Sourbron, Alliances & GSI Director, EMEA North, Genesys
Lessons from the front line of customer interaction as Castle Water's Gary Grant discusses their journey combining CSM, FSM and intelligent metering to deliver against a vision of service efficiency with great customer experience
Speaker: Gary Grant, Head of Field Operations, Castle Water
Latest developments, AI roadmap vision and practical take-aways from our AI experts
Speaker: Dale Cheeseman, EMEA Director AI & Data Architects, ServiceNow
A fascinating and practical insight into the impressive results Kingfisher are achieving with their GenAI-powered virtual agent, as part of their roadmap to "touchless resolution" for customer service interactions. Hear more about their strategy to enable autonomous issue detection, resolution, and service delivery without human intervention through Agentic AI
Speaker: Jon McKenna, Service Experience Director, Kingfisher
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