From Automation to Autonomy: The New Era of ESM

Editorial Note. Enterprise service management is one of the least-hyped agentic beachheads and one of the highest-traction. The argument that ESM becomes the control surface for agent-mediated employee experience is one that ServiceNow, Atlassian, and Workday are all quietly betting on, whether they say so publicly or not.

Read the full piece at Capgemini →