Module / Topic: CSM

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Mergen Acquires Specialist ServiceNow Boutique to Strengthen Public Sector Practice
Mergen has acquired a US-based specialist ServiceNow boutique focused on state and local government — adding 140 platform engineers.
Major Airport Authority — Operations Platform Modernization
A major airport authority unified IT, facilities, and stakeholder ops on ServiceNow — 92M passengers annually, zero ops outages.
Global Shipping Line — Port-Call Management on Now Platform
A top-10 global shipping line digitized port-call coordination across 380 ports — voyage delays cut 22%.
Major Museum Network — Visitor Experience + Operations Platform
A major museum network with 21 institutions unified visitor experience + operations on ServiceNow — 18M annual visitors.
Major Zoo Operations — Animal-Care Workflow + Visitor Experience Platform
A major US zoo unified animal-care workflow with visitor experience on ServiceNow — niche but real.
Major Symphony Orchestra — Patron Experience Platform
A major US symphony orchestra unified patron experience on Salesforce — subscription renewal +18%.
Webinar — CCO Panel on CX 2027 — Airline, Banking, Retail
Three Chief Customer Officers compare notes on CX strategy across airline, banking, and retail — what travels and what doesn’t.
Community Bank Coalition — Shared Now Platform Across 24 Mid-Sized Banks
24 mid-sized US community banks formed a shared-services coalition on ServiceNow — half the cost of going it alone.
State Medicaid Agency — CSM for Member Eligibility Workflows
A US state Medicaid agency replaced 3 legacy intake systems with ServiceNow CSM — 4.2M members, faster eligibility decisions.
Chief Customer Officer Outcome — CSM Transformation at a Major Airline
A flag-carrier airline rebuilt customer service after irregular-operations chaos — CSAT +22 points and call AHT down 31%.