Vodafone and ServiceNow Launch Global AI Platform to Reinvent Enterprise Customer Experience

Vodafone and ServiceNow Launch Global AI Platform to Reinvent Enterprise Customer Experience

(IN BRIEF) Vodafone Business and ServiceNow have announced a five-year strategic partnership to deploy an AI-first service management solution for millions of enterprise customers worldwide. The collaboration integrates Vodafone’s global connectivity services with ServiceNow’s advanced AI-driven telecom solutions to provide personalized, real-time support. Vodafone’s proprietary service management software will be exclusively licensed to ServiceNow, enhancing the overall customer experience across digital and assisted channels. Benefits include faster resolution of network issues, streamlined deployment of new services, and improved self-service tools for SMEs. A pilot in Ireland has already shown significant success, with a 45% increase in digital channel usage and quadrupled customer satisfaction.

(PRESS RELEASE) BERKSHIRE, 25-Apr-2025 — /EuropaWire/ — Vodafone Business and ServiceNow (NYSE: NOW) have unveiled a landmark five-year global partnership aimed at transforming the digital service experience for millions of enterprise customers through a next-generation AI-first platform. Designed to revolutionize service management, the collaboration will bring together Vodafone’s telecommunications expertise with ServiceNow’s powerful AI and automation capabilities to deliver a more proactive, seamless and efficient customer support system.

Harnessing the ServiceNow Platform, Vodafone will launch a unified AI-powered solution across its fixed and mobile connectivity products and digital services. This system offers a holistic view of customer operations—from local connections to multinational infrastructure—enabling faster, smarter resolutions to service requests and technical issues.

“Vodafone and ServiceNow have engineered an adaptive, intelligent solution tailored for the modern digital enterprise,” said Marika Auramo, CEO of Vodafone Business. “This innovation gives us the tools to help businesses—regardless of size or location—navigate their digital journeys with agility, reliability and enhanced support.”

Paul Smith, President of Field and Customer Operations at ServiceNow, added: “We’re excited to pair ServiceNow’s telecom AI agents with Vodafone’s global network operations. This partnership equips enterprises with predictive, self-healing services that ensure always-on, optimized connectivity.”

The initiative builds upon ServiceNow’s purpose-built telecom solutions—Telecom Service Management (TSM), Telecom Service Operations Management (TSOM), and Network Inventory Management—now bolstered by Vodafone’s proprietary Enhanced Service Management (ESM) software. The ESM code, exclusively licensed to ServiceNow, helps unify customer touchpoints across Vodafone’s global footprint, streamlining both digital and human-assisted interactions.

The solution harnesses AI, ML, and agentic AI to detect and address service issues in near real-time, while enabling businesses to oversee cloud storage, network health, and cybersecurity from one intelligent dashboard.

Key benefits of the collaboration include:

• Faster query resolution through AI-enhanced digital channels, as demonstrated in Ireland, where digital engagement rose 45% and satisfaction quadrupled.
• Real-time anomaly detection, allowing Vodafone to resolve network issues within minutes, not hours.
• Accelerated deployment of new services, with Vodafone onboarding 600 clients and 28 offerings in days instead of weeks.
• Scalable self-service tools for SMEs, boosting adoption of digital products via a unified portal.

Vodafone Business employees will also benefit from increased automation, reducing repetitive workloads and enabling teams to focus on more complex customer needs. By embedding AI across the entire service lifecycle, the partnership aims to establish a new standard for enterprise service delivery.

About Vodafone Group

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Vodafone is a leading European and African telecoms company. We provide mobile and fixed services to over 340 million customers in 15 countries, partner with mobile networks in over 45 more and have one of the world’s largest IoT platforms. In Africa, our financial technology businesses serve almost 83 million customers across seven countries – managing more transactions than any other provider.

Our purpose is to connect for a better future by using technology to improve lives, businesses and help progress inclusive sustainable societies. We are committed to reducing our environmental impact to reach net zero emissions by 2040.

For more information, please visit www.vodafone.com follow us on X at @VodafoneGroup or connect with us on LinkedIn at www.linkedin.com/company/vodafone.

About ServiceNow

ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.

© 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. https://www.servicenow.com

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SOURCE: Vodafone Group