IBM Consulting, in partnership with ServiceNow®, leads CRM and Lead‑to‑Cash transformation with a strategy‑first approach. We focus on core business pain points and the case for change, helping clients reimagine AI‑first processes. By aligning upstream systems with downstream platforms like SAP, we create seamless, AI‑enabled experiences with ServiceNow as the orchestration layer. Every client is unique, and IBM guides them to a modern, efficient, fit‑for‑future platform where CRM, NowAssist and Control Tower are the enterprise center of gravity.
Sponsors
Meet the ServiceNow partners who transform business challenges into outcomes that matter. Explore how they accelerate your workflows and turn what’s next into what’s now.
IBM
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Overview
IBM is the global leader in business transformation through an open hybrid cloud platform and AI. Our alliance with ServiceNow amplifies IBM value into any part of the client's business.
Sponsored Sessions
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Agenda Builder
Knowledge
Session
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Video On Demand
Video On Demand
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Global Business Services
Business Analyst
Executive
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Now Assist
AI Control Tower
All AI
Workflow Data Network
All Data and Analytics
Global Business Services
Platform capabilities
All Platform Capabilities
Global Business Services
Now Assist
AI Control Tower
Platform capabilities
Workflow Data Management
AI Experience
Global Business Services
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10:00 a.m. Tuesday, Apr 07
Tuesday, Apr 07
, Sales & Service Transformation Practice Lead, IBM Consulting
- Tuesday, Apr 710:00 am - 10:15 am PDTDigital RoomFirst come, first seated
Sponsor Theater
Intermediate
Yes
Agenda Builder
Knowledge
Session
IBM
All
First come, first seated
Session Tile
Customer Success
Business Analyst
Executive
Implementer
Platform Owner
Technology
Session
Now Assist
All AI
CPQ
All CRM
Customer Success
Expert Services
Now Assist
CPQ
Session
Non VOD Session
yes
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Wednesday, May 06
4:00 p.m. Wednesday, May 06
What does it take to replace legacy CRM at global scale—while future-proofing your enterprise for AI? In this session, IBM Consulting reveals a global-first transformation built on ServiceNow® (CSM & CPQ)—shifting from legacy CRM to an AI-native, experience-led architecture. Discover how intelligent workflows, embedded AI, and Microsoft Copilot unified 50,000 employees across Sales, Service, Engineering, and Operations. Learn the bold decisions, architectural approach, and transformation strategy that turned a platform exit into a catalyst for enterprise reinvention.
, Sales & Service Transformation Practice Lead, IBM Consulting
- Wednesday, May 64:00 pm - 4:15 pm PDTExpo - Theater 4First come, first seated
Speakers
Ryan Watts
Sales & Service Transformation Practice Lead
IBM Consulting