• Where CRM is heading — The shift from reactive service to proactive, AI-orchestrated customer engagement. What's real, what's hype, and what's next.
• Customer stories — Organisations already seeing measurable impact: faster resolution, higher satisfaction, reduced cost-to-serve.
• AI Agents in CRM — How leading teams are deploying AI agents across the customer journey without compromising governance or compliance.
• Peer discussion — Roundtable conversations on your biggest CRM challenges. This is where the real insight comes from.
• Roadmap horizon — Where ServiceNow CRM is going next and how to position your organisation to benefit.

Final timings, speakers and topics to be confirmed shortly