{"id":70407,"date":"2025-05-09T15:00:34","date_gmt":"2025-05-09T14:00:34","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=70407"},"modified":"2025-05-09T10:26:41","modified_gmt":"2025-05-09T09:26:41","slug":"the-latest-big-news-from-servicenow-salesforce-sap-talkdesk","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/","title":{"rendered":"The Latest BIG News from ServiceNow, Salesforce, SAP, &#038; Talkdesk"},"content":{"rendered":"<p>From the launch of a unified CRM solution to the expansion of another, here are extracts from some of this week&#8217;s most popular news stories.<\/p>\n<h2 class=\"mt-0 mb-20\"><a href=\"https:\/\/www.cxtoday.com\/crm\/servicenow-unveils-a-unified-crm-platform-to-disrupt-an-industry-built-on-outdated-systems\/\" target=\"_blank\" rel=\"noopener\">ServiceNow Unveils a Unified CRM Platform to Disrupt an &#8220;Industry Built on Outdated Systems&#8221;<\/a><\/h2>\n<p>ServiceNow has unified its CRM solutions on one platform: ServiceNow CRM.<\/p>\n<p>Those apps include ServiceNow Customer Service Management (CSM), Sales and Order Management, and Field Service Management.<\/p>\n<p>The tech giant has also packaged industry-specific extensions to bolster the platform across numerous verticals, including banking, healthcare, and retail.<\/p>\n<p>In uniting its CRM portfolio, ServiceNow presents a \u201csystem of action\u201d to sell, fulfill, and service.<\/p>\n<p>As\u00a0<strong>Terence Chesire, VP of CRM &amp; Industry Workflows at ServiceNow<\/strong>, said prior to the platform\u2019s launch at ServiceNow Knowledge 2025:<\/p>\n<blockquote><p>You and your customers can start delighting your customers by uniting data, AI, and workflows to service, sell, and deliver, all on one unified platform.<\/p><\/blockquote>\n<p>The news comes after\u00a0<a href=\"https:\/\/www.cxtoday.com\/crm\/servicenow-officially-enters-the-crm-market\/\" target=\"_blank\" rel=\"noopener\">ServiceNow officially entered the CRM market in January 2025<\/a>. Since then, it has bolstered its capabilities by acquiring Moveworks, Logik.ai, and CueIn.<\/p>\n<p>Now, it pledges to \u201cdisrupt an industry built on outdated systems.\u201d <a href=\"https:\/\/www.cxtoday.com\/crm\/servicenow-unveils-a-unified-crm-platform-to-disrupt-an-industry-built-on-outdated-systems\/\" target=\"_blank\" rel=\"noopener\">(Read on\u2026).\u00a0<\/a><\/p>\n<h2 class=\"mt-0 mb-20\"><a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-launches-agentforce-for-hr-service-confirms-move-into-itsm\/\" target=\"_blank\" rel=\"noopener\">Salesforce Launches Agentforce for HR Service, Confirms Move Into ITSM<\/a><\/h2>\n<p>Salesforce has dropped another new edition of Agentforce: Agentforce for HR Service.<\/p>\n<p>The announcement builds on\u00a0<a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-expands-service-cloud-with-employee-service\/\" target=\"_blank\" rel=\"noopener\">the Employee Service module<\/a> that Salesforce added to Service Cloud in December 2024 and has since renamed: &#8220;HR Service&#8221;.<\/p>\n<p>HR Service comprises two core components: an Employee Portal and HR Service Console.<\/p>\n<p>From the Employee Portal, staff can complete onboarding activities, source answers to queries, connect to HR specialists, complete tasks such as requesting vacation, and more.<\/p>\n<p>Meanwhile, the HR Service Console gives HR teams a place to troubleshoot employee issues.<\/p>\n<p>Agentforce for HR Service builds on these core functionalities, allowing AI agents to automate more tasks \u2013 completely or partially \u2013 and &#8220;save everyone time&#8221;.<\/p>\n<p>It also allows teams working in Slack to instruct AI agents to complete HR Service tasks without opening up a separate application. <a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-launches-agentforce-for-hr-service-confirms-move-into-itsm\/\" target=\"_blank\" rel=\"noopener\">(Read on\u2026).\u00a0<\/a><\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/crm\/sap-is-building-a-modern-and-composable-customer-experience-suite\/\" target=\"_blank\" rel=\"noopener\">SAP Is Building a &#8220;Modern and Composable&#8221; Customer Experience Suite<\/a><\/h2>\n<p>SAP is on a mission to build an AI-powered, \u201cmodern and composable\u201d customer experience suite.<\/p>\n<p>That\u2019s according to\u00a0<b>Balaji Balasubramanian, President and Chief Product Officer of SAP CX.<\/b><\/p>\n<p>In an exclusive interview with CX Today, he pinpointed how SAP has laid the foundations, first with\u00a0SAP Business Data Cloud.<\/p>\n<p>SAP Business Data Cloud\u00a0unifies data from SAP systems and third-party sources into a single source of truth.<\/p>\n<p>As part of that, it pulls in\u00a0customer signals from sales, inventory, service, marketing, loyalty, and even third-party logistics in near-real time.<\/p>\n<p>In doing so, it gives businesses context and insight into &#8220;every&#8221; customer journey touchpoint.<\/p>\n<p>SAP Business Data Cloud pairs with the SAP CX AI Toolkit, a no-code solution businesses can use to apply AI, including AI agents, across sales and service operations.<\/p>\n<p>Referencing the two solutions, Balasubramanian said: &#8220;Our most recent innovations are more than just product updates. They\u2019re the building blocks for something broader: a truly native AI-powered, modern, and composable customer experience suite.&#8221; <a href=\"https:\/\/www.cxtoday.com\/crm\/sap-is-building-a-modern-and-composable-customer-experience-suite\/\" target=\"_blank\" rel=\"noopener\">(Read on\u2026).\u00a0<\/a><\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/contact-center\/talkdesk-drops-two-new-ccaas-products-targets-small-businesses-and-utility-companies\/\" target=\"_blank\" rel=\"noopener\">Talkdesk Drops Two New CCaaS Products, Targets Small Businesses and Utility Companies<\/a><\/h2>\n<p>Talkdesk has rolled out two new products to help small businesses and utility companies modernize how they serve their customers.<\/p>\n<p>The CCaaS stalwart built both products on the idea that companies of all sizes should have access to the same AI customer service tools that enterprises use, but without the extra cost, complexity, or setup.<\/p>\n<p>The first product, Talkdesk Express, is a self-service customer service platform designed for small businesses with 50 or fewer employees.<\/p>\n<p>Typically, these companies have a handful of people managing everything without a formal contact center or IT team. They\u2019re also limited by tight budgets and fewer resources compared to enterprises.<\/p>\n<p>Express addresses these challenges by allowing any company to set up customer support via phone, chat, and other channels.<\/p>\n<p><strong>Katie Rubak, Director of Product Marketing at Talkdesk<\/strong>, stressed that small businesses can sign up directly on the Talkdesk website, skip the usual sales and onboarding process, and be up and running within minutes.<\/p>\n<p>Companies get 25 free licenses and $100 in credits to try out the platform without an upfront commitment. After, Talkdesk offers usage-based pricing, where companies only pay for what they use. <a href=\"https:\/\/www.cxtoday.com\/contact-center\/talkdesk-drops-two-new-ccaas-products-targets-small-businesses-and-utility-companies\/\" target=\"_blank\" rel=\"noopener\">(Read on\u2026).\u00a0<\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>From the launch of a unified CRM solution to the expansion of another, here are extracts from some of this week&#8217;s most popular news stories. ServiceNow Unveils a Unified CRM Platform to Disrupt an &#8220;Industry Built on Outdated Systems&#8221; ServiceNow has unified its CRM solutions on one platform: ServiceNow CRM. Those apps include ServiceNow Customer [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":58272,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61014],"class_list":["post-70407","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","tag-agentic-ai","tag-ai-agents","tag-big-cx-news","brands_to_track-salesforce","brands_to_track-sap","brands_to_track-servicenow","brands_to_track-talkdesk","editorial_type-news","intent-loyalty","target_audience-industry-professional"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Latest BIG News from ServiceNow, Salesforce, SAP, &amp; Talkdesk - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CRM &amp; Customer Data Management news including Agentic AI, AI Agents, BIG CX News and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Latest BIG News from ServiceNow, Salesforce, SAP, &amp; Talkdesk\" \/>\n<meta property=\"og:description\" content=\"CX Today covers CRM &amp; Customer Data Management news including Agentic AI, AI Agents, BIG CX News and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-05-09T14:00:34+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"856\" \/>\n\t<meta property=\"og:image:height\" content=\"431\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"The Latest BIG News from ServiceNow, Salesforce, SAP, &#038; Talkdesk\",\"datePublished\":\"2025-05-09T14:00:34+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/\"},\"wordCount\":720,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif\",\"keywords\":[\"Agentic AI\",\"AI Agents\",\"BIG CX News\"],\"articleSection\":[\"CRM &amp; Customer Data Management\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/\",\"url\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/\",\"name\":\"The Latest BIG News from ServiceNow, Salesforce, SAP, & Talkdesk - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif\",\"datePublished\":\"2025-05-09T14:00:34+00:00\",\"description\":\"CX Today covers CRM &amp; Customer Data Management news including Agentic AI, AI Agents, BIG CX News and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif\",\"width\":856,\"height\":431,\"caption\":\"Customer experience news: Amazon, Zoom, Gartner, and Zendesk updates\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CRM &amp; Customer Data Management\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\",\"name\":\"Charlie Mitchell\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g\",\"caption\":\"Charlie Mitchell\"},\"description\":\"Charlie Mitchell is an award-winning journalist specializing in tech, customer experience, and contact centers. As Features Editor at his previous publisher, he led its editorial strategy, doubled its traffic, and earned recognition as a winner at the 2020 AOP Digital Publishing Awards. Then, as an independent copywriter, he crafted content for several prominent players in enterprise communications. Until October 2025, he was Head of Publication at CX Today.\u00a0\",\"url\":\"https:\/\/www.cxtoday.com\/author\/charlie-mitchell\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"The Latest BIG News from ServiceNow, Salesforce, SAP, & Talkdesk - CX Today","description":"CX Today covers CRM &amp; Customer Data Management news including Agentic AI, AI Agents, BIG CX News and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/","og_locale":"en_GB","og_type":"article","og_title":"The Latest BIG News from ServiceNow, Salesforce, SAP, & Talkdesk","og_description":"CX Today covers CRM &amp; Customer Data Management news including Agentic AI, AI Agents, BIG CX News and more.","og_url":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2025-05-09T14:00:34+00:00","og_image":[{"width":856,"height":431,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif","type":"image\/gif"}],"author":"Charlie Mitchell","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Charlie Mitchell","Estimated reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/"},"author":{"name":"Charlie Mitchell","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9"},"headline":"The Latest BIG News from ServiceNow, Salesforce, SAP, &#038; Talkdesk","datePublished":"2025-05-09T14:00:34+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/"},"wordCount":720,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif","keywords":["Agentic AI","AI Agents","BIG CX News"],"articleSection":["CRM &amp; Customer Data Management"],"inLanguage":"en-GB","copyrightYear":"2025","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/","url":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/","name":"The Latest BIG News from ServiceNow, Salesforce, SAP, & Talkdesk - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif","datePublished":"2025-05-09T14:00:34+00:00","description":"CX Today covers CRM &amp; Customer Data Management news including Agentic AI, AI Agents, BIG CX News and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif","width":856,"height":431,"caption":"Customer experience news: Amazon, Zoom, Gartner, and Zendesk updates"},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/crm\/the-latest-big-news-from-servicenow-salesforce-sap-talkdesk\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"CRM &amp; Customer Data Management"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9","name":"Charlie Mitchell","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/7139362ec21f711b1aa0300faf312a167a42ac97b312b0385523913782254ea5?s=96&d=mm&r=g","caption":"Charlie Mitchell"},"description":"Charlie Mitchell is an award-winning journalist specializing in tech, customer experience, and contact centers. As Features Editor at his previous publisher, he led its editorial strategy, doubled its traffic, and earned recognition as a winner at the 2020 AOP Digital Publishing Awards. Then, as an independent copywriter, he crafted content for several prominent players in enterprise communications. Until October 2025, he was Head of Publication at CX Today.\u00a0","url":"https:\/\/www.cxtoday.com\/author\/charlie-mitchell\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/70407","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/4063"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=70407"}],"version-history":[{"count":2,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/70407\/revisions"}],"predecessor-version":[{"id":70412,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/70407\/revisions\/70412"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/58272"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=70407"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=70407"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}