{"id":72422,"date":"2025-07-25T09:00:40","date_gmt":"2025-07-25T08:00:40","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72422"},"modified":"2025-10-19T09:15:25","modified_gmt":"2025-10-19T08:15:25","slug":"big-cx-news-from-sap-servicenow-openai-zoom","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-sap-servicenow-openai-zoom\/","title":{"rendered":"Big CX News from SAP, ServiceNow, OpenAI &#038; Zoom"},"content":{"rendered":"<p>From one tech giant proposing a hiring spree to another sending out a warning to the entire CRM industry, here are extracts from some of this week\u2019s most popular news stories.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/crm\/sap-plans-to-hire-several-thousand-employees-before-year-end\/\">SAP Plans to Hire \u201cSeveral Thousand\u201d Employees Before Year-End<\/a><\/h2>\n<p><strong>Dominik Asam<\/strong>, <strong>CFO at SAP<\/strong>, has revealed the tech giant\u2019s plans to recruit \u201cseveral thousand\u201d people.<\/p>\n<p>The CFO shared the news in response to an analyst question during SAP\u2019s latest earnings call.<\/p>\n<p>The analyst pressed Asam on SAP\u2019s plans to increase its spending in late 2025 and how fast it plans to hire.<\/p>\n<p>In response, Asam stated:<\/p>\n<blockquote><p>I don\u2019t want to be precise now on how many headcount exactly, but we are talking about several thousands of headcount we would still embark.<\/p><\/blockquote>\n<p>However, while SAP accelerates its hiring, the company warned of a \u201creskilling component\u201d.<\/p>\n<p>As such, some of those \u201chires\u201d will likely be attributed to moving existing employees from one job to another.<\/p>\n<p>SAP did something similar last year, with only 3,000 employees reportedly leaving the company, despite the tech giant eliminating 10,000 roles <a href=\"https:\/\/www.cxtoday.com\/crm\/sap-plans-to-hire-several-thousand-employees-before-year-end\/\">(Read more&#8230;)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/crm\/servicenow-dismisses-concerns-over-its-moveworks-acquisition-fires-a-warning-to-the-crm-industry\/\">ServiceNow Dismisses Concerns Over Its Moveworks Acquisition, Fires a Warning to the CRM Industry<\/a><\/h2>\n<p>ServiceNow has poured cold water over concerns that its Moveworks acquisition might be in danger.<\/p>\n<p>Bloomberg ignited the speculation last week, reporting that the deal faces an \u201cin-depth\u201d antitrust review.<\/p>\n<p>Citing \u201csources familiar with the matter\u201d, the publication also noted how the US Justice Department had sent a \u201csecond request\u201d for additional information from both parties.<\/p>\n<p>ServiceNow and Moveworks must complete this extra step before the acquisition can proceed.<\/p>\n<p>Yet, <strong>Gina Mastantuono<\/strong>, <strong>President &amp; CFO at ServiceNow<\/strong>, shrugged off concerns that this escalation could endanger the deal.<\/p>\n<p>During the company\u2019s latest earnings call, she said:<\/p>\n<blockquote><p>We\u2019re not worried about Moveworks closing. It is, from our perspective, a timing issue.<\/p><\/blockquote>\n<p>The takeover, <a href=\"https:\/\/www.cxtoday.com\/crm\/servicenow-snaps-up-moveworks-for-2-8bn-bids-to-be-the-market-leader-in-crm\/\">first announced in March<\/a>, will cost ServiceNow $2.85BN, making it the largest roll-up in the company\u2019s history <a href=\"https:\/\/www.cxtoday.com\/crm\/servicenow-dismisses-concerns-over-its-moveworks-acquisition-fires-a-warning-to-the-crm-industry\/\">(Read more&#8230;)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/openais-new-chatgpt-agent-will-find-communicate-with-and-buy-from-businesses\/\">OpenAI\u2019s New ChatGPT agent Will Find, Communicate with, and Buy from Businesses<\/a><\/h2>\n<p>OpenAI has announced ChatGPT agent, promising to change how consumers interact with businesses forever.<\/p>\n<p>The agent is capable of doing real, complex work, using a computer. To do so, it switches between thinking and acting while using tools like the web, spreadsheets, slides, and more.<\/p>\n<p>Thanks to this capability, ChatGPT agent may perform many office-based tasks, such as building spreadsheets, creating slideshows, and developing meeting agendas.<\/p>\n<p>However, it can also execute tasks on behalf of consumers.<\/p>\n<p>OpenAI shared an example of a person preparing for a friend\u2019s wedding. They gave ChatGPT agent the following prompt:<\/p>\n<blockquote><p>Find outfits that match the dress code, consider the venue and weather, propose a few options in a mid-luxury range, suggest hotels, and find a thoughtful gift.<\/p><\/blockquote>\n<p>The ChatGPT agent first clarified the wedding date and location. It then performed those tasks on a virtual computer. As it did so, the user watched from their device, with a view of the agent\u2019s chain of thought, i.e., what it\u2019s thinking as it works.<\/p>\n<p>Importantly, the user could intervene whenever they wanted <a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/openais-new-chatgpt-agent-will-find-communicate-with-and-buy-from-businesses\/\">(Read more&#8230;)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/crm\/zoom-drops-an-auto-dialer-expands-its-portfolio-for-sales-and-revenue-teams\/\">Zoom Drops an Auto Dialer, Expands Its Portfolio for Sales and Revenue Teams<\/a><\/h2>\n<p>Zoom has launched a new dialer to support sales teams in accelerating their customer outreach.<\/p>\n<p>Introduced as an \u201cAI-first\u201d offering, the Zoom Auto Dialer has several notable capabilities.<\/p>\n<p>First, it enables power dialing, automatically contacting a list of phone numbers one-by-one and only passing the sales rep through to a customer once they\u2019ve picked up.<\/p>\n<p>As such, sales personnel can skip past disconnected lines, busy signals, and voicemails.<\/p>\n<p>If the call goes to voicemail, the solution leaves a pre-recorded message, ensuring the customer hears from a salesperson, which increases the chances they call back.<\/p>\n<p>Alternatively, suppose the call reaches a person and they agree to a meeting. In that case, the sales rep can view their availability, share calendar invites, and send follow-up emails via the dialer.<\/p>\n<p>That\u2019s a unique feature, and the salesperson can encourage the prospect to accept the invite on the call, making them more likely to turn up. The feature also helps reduce toggle tax <a href=\"https:\/\/www.cxtoday.com\/crm\/zoom-drops-an-auto-dialer-expands-its-portfolio-for-sales-and-revenue-teams\/\">(Read more&#8230;)<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>From one tech giant proposing a hiring spree to another sending out a warning to the entire CRM industry, here are extracts from some of this week\u2019s most popular news stories. SAP Plans to Hire \u201cSeveral Thousand\u201d Employees Before Year-End Dominik Asam, CFO at SAP, has revealed the tech giant\u2019s plans to recruit \u201cseveral thousand\u201d [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":58272,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61014,61016],"class_list":["post-72422","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-crm","category-customer-analytics-intelligence","tag-artificial-intelligence","tag-automation","tag-big-cx-news","tag-ccaas","tag-crm","brands_to_track-openai","brands_to_track-sap","brands_to_track-servicenow","brands_to_track-zoom","editorial_type-news","intent-loyalty","target_audience-dual"],"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>Big CX News from SAP, ServiceNow, OpenAI &amp; 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