ServiceNow is a leader in the Forrester Wave™: Customer Service Solutions

Three customer service reps wearing headsets talking to customers

I’m excited to share that ServiceNow has been named a leader in the Forrester Wave™: Customer Service Solutions report.

This recognition is a signal that enterprises don’t just need a system that captures issues. They need a platform that closes the loop across every team, system, and department involved so that people can focus on work that matters.

That’s the case at ProAssurance, where 75% of its digital support team was reassigned to higher-impact roles due to their use of ServiceNow AI-powered customer relationship management (CRM).

Resolution is the new customer experience

Here's the truth—and most CRM vendors won’t say it: Intake is easy; resolution is hard. Data is fragmented across systems, agents are left toggling between tabs to piece together context, and dashboards are full of insights that tell you what went wrong but give you no way to act.

Customers don't care how many channels you support if their problems still aren't solved.

Telecom billing disputes, financial services claims, and healthcare requests touch operations, finance, fulfillment, and compliance before they're resolved. Without a platform to finish that work, teams are left to coordinate manually while customers wait.

Manual systems were created to track work. ServiceNow® Customer Relationship Management was designed to help finish it.

The ServiceNow AI Platform it’s built on connects the front office to every corner of the enterprise—unifying data, orchestrating workflows, and turning insights into action with AI in every layer. That's why ServiceNow customer Lenovo was able to reduce customer churn by 20%.

Forrester’s evaluation recognized ServiceNow with the highest possible score in criteria such as case management and contextual guidance, conversational AI, AI agents, knowledge management, process management, and automation. We believe these make up the connective tissue of a platform that’s built with service first to help teams handle the full complexity of enterprise customer service.

Enterprises don’t just need a system that captures issues. They need a platform that closes the loop across every team, system, and department involved.

What resolution requires

To us, Forrester's evaluation reflects three core elements of our product:

1. An AI-native platform that connects data and drives action

Most tools provide access to your data. ServiceNow gives you data plus the ability to do something with it. AI is built into every layer. It helps predict escalations before they happen, guides service agents in the moment, suggests resolutions, and automates engagement across digital and voice channels.

AI agents complete work across departments and systems. They free service teams to focus on the complex, high-value issues that need human judgment to resolve.

2. Seamless omnichannel and contact center integration

Customers move across channels. The ServiceNow AI Platform moves with them. With native contact center as a service integration, omnichannel routing, self-service portals, and conversation intelligence, every interaction is connected. Every service agent has complete context the moment they need it. Gone are the days of tab-hopping and asking customers to repeat themselves.

3. Workflow automation built for the whole business

Service doesn't stop at the front office, and neither does ServiceNow. Process mining, low-code tooling, and playbooks help make it straightforward to discover, automate, and scale complex operations across every team involved in resolution without costly customizations.

We include ready-made industry solutions for financial services, tech, telecom, healthcare, retail, and more, enabling faster time to value right out of the box.

What's ahead

We see our recognition in this report as proof that the market is moving toward what we’ve always believed: resolution over tracking and outcomes over activity.

Companies such as Pure Storage (now EverPure) have been able to speed up first response by 4.5 times while resolving cases seven times faster. This is real-world evidence of the power of ServiceNow.

Find out how ServiceNow can help you put AI to work to improve customer experience.

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity.