RR011: ServiceNow Knowledge 2026: SaaSpocalypse and the CRM Paradigm Shift with Hannah Datz at ServiceNow

About this episode

The episode discusses the impact of AI on CRM and the transition to outcome-focused solutions in the context of the SaaSpocalypse.

The SaaSpocalypse marks the end of traditional CRM with manual data entry, rigid interfaces, and seat‑based software no longer make sense in an AI‑driven world. Success now depends on outcome‑focused plumbing: intelligent orchestration that delivers results, not screens. This week, Dave, Esmee, and Rob are joined by Hannah Datz, Americas Vice President of CRM at ServiceNow, to unpack the major announcements from ServiceNow Knowledge 2026 in Las Vegas and explore how AI is accelerating the SaaSpocalypse and driving a fundamental shift in the future of CRM. TLDR 00:34 – Introduction 00:54 – Hang out: Happy Password Day and emerging threats 06:46 – Conversation with Hannah Datz 57:20 – From tennis excitement to the best burger ever Guest Hannah Datz: https://www.linkedin.com/in/hannahdatz/ Hosts Dave Chapman: https://www.linkedin.com/in/chapmandr/ Esmee van de Giessen: https://www.linkedin.com/in/esmeevandegiessen/ Rob Kernahan: https://www.linkedin.com/in/rob-kernahan/ Production Marcel van der Burg: https://www.linkedin.com/in/marcel-vd-burg/ Dave Chapman: https://www.linkedin.com/in/chapmandr/ Sound Ben Corbett: https://www.linkedin.com/in/ben-corbett-3b6a11135/ Louis Corbett…

People in this episode

Hosts: Dave Chapman, Esmee van de Giessen, Rob Kernahan

Guest: Hannah Datz

Topics covered

• CRM
• AI
• SaaSpocalypse
• ServiceNow Knowledge 2026
• technology
• business

Keywords

• CRM
• AI
• SaaSpocalypse
• ServiceNow
• technology
• business
• data entry
• orchestration
• future of CRM

Mentioned in this episode

Organizations: ServiceNow, Capgemini

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