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

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:   https://www.linkedin.com/in/louis-corbett-087250264/

'Realities Remixed' is an original podcast from Capgemini