ServiceNow on the CX Shift Legacy CRM Can’t Handle

What happens when customer expectations keep rising, but the systems behind service still sit in silos? In this CX Today interview, Rob Wilkinson speaks with Mark Ashton, VP Solution Consulting CRM EMEA at ServiceNow, about why traditional CRM is no longer enough for modern customer experience.They explore the growing gap between speed and empathy, why AI projects fail when built on weak foundations, and how disconnected front, middle, and back-office processes create friction for both customers and agents. Mark also shares practical examples of where organizations are using AI and connected workflows to reduce order exceptions, improve resolution times, and free up teams to focus on higher-value customer interactions.If you are a CX, CRM, or service leader trying to balance automation, trust, governance, and real business impact, this conversation offers useful lessons on where to start and what to avoid.For more Customer Experience tech news visit https://www.cxtoday.com