In today’s AI-saturated landscape, customer service teams are being asked to move faster, personalize deeper, and stay compliant—all while navigating new tools and tighter budgets. The Zurich release of ServiceNow Customer Service Management (CSM) delivers five powerful features that help organizations do just that, without losing sight of the human element. From smarter task automation and streamlined intake flows to intuitive customer history views and simplified data governance, Zurich focuses on empowering your workforce—not replacing it. If your team is looking to reduce costs while elevating customer experiences, this release is worth a closer look.