Mergen Q1 2027 Newsletter — New Year, New Practices
First newsletter of 2027 — what changed, what's shipping, and the customer wins that opened the year.
May 9, 2026·2 min read·By admin
At a glance
Topics
Microsoft · Salesforce · Servicenow
Published
May 2026
Welcome to Mergen Q1 2027
Q1 brought record-breaking engagements, a new product roadmap from our research practice, and the launch of the open-source Mergen Maturity Model toolkit.
Open-source release
The Mergen Maturity Model toolkit is now publicly available. The 9-dimension framework, 90-question diagnostic, and assessment template — released under MIT license. Use it freely.
Customer wins (Q1)
Insurance carrier — claims FNOL automation expanded to 4 million annual claims
State agency — Power Platform programme expands to 14 new departments
Tier-1 bank — sixth consecutive ServiceNow upgrade weekend
Multi-state health system — Now Assist deployed to 18,000 clinicians
New from the Research Practice
“Privacy-preserving identity resolution” — second research paper from our AI / Now Assist practice — published this quarter.