Recent Developments in CX: ServiceNow Enters CRM Market, Zoho CEO Change, Salesforce Agentforce Success, and Kore.ai AI Release
The past week in the world of Customer Experience (CX) has been filled with exciting developments from some of the biggest players in the industry. From ServiceNow officially entering the CRM market to Zoho’s change in leadership, and Salesforce’s success with Agentforce, there is a lot to unpack. Let’s dive into some of the key highlights from the past week.
ServiceNow, known for its Customer Service Management (CSM) platform, made a bold move by declaring its entry into the CRM market during its 2025 Partner Kickoff. With a focus on omnichannel support, case management, self-service, and more, ServiceNow has been gaining significant traction in the customer service management market. While the company won’t directly compete with traditional CRM providers, its expertise lies in complex service delivery rooted in data from ERP and other back-end systems.
Meanwhile, Zoho, a global provider of tech solutions, saw a change in leadership as co-founder Sridhar Vembu stepped down as CEO to focus on R&D initiatives and his personal rural development mission. The company appointed Shailesh Kumar Davey as the new group CEO, signaling a new chapter for Zoho as it continues to expand its portfolio of solutions.
Salesforce’s Agentforce platform has been a major success, with CEO Marc Benioff touting its financial performance and rapid adoption by customers. The platform, which aims to streamline customer service operations, has already seen thousands of deals signed in a short period, showcasing its potential to revolutionize the industry.
Lastly, Kore.ai introduced its second agentic AI platform, AI for Process, promising to enhance process automation and improve decision-making capabilities for enterprises. With a focus on no-code design and intelligent workflow orchestration, AI for Process offers a new way for brands to automate and optimize their operations.
Overall, the past week in CX has been filled with exciting developments and innovations that are shaping the future of customer service and technology. Stay tuned for more updates and insights from the industry’s leading players.