Retail’s Digital Revolution: Where Domain Expertise Meets Workflow Intelligence
The retail landscape is undergoing a transformative shift where customer expectations, operational efficiency, and technological innovation are colliding. Today’s retailers aren’t just looking for software—they’re seeking solutions that empower store associates, streamline operations, and ultimately, enhance the in-store customer experience. According to industry leaders, the future of retail isn’t in call centers or paperwork—it’s on the sales floor, with associates free to engage and support customers directly. That’s exactly where ServiceNow’s retail workflows, including Retail Service Management, step in—creating intuitive platforms that reduce back-office friction and let store teams focus on what matters most: people. With Cognizant’s deep domain knowledge—gained from working with over 23 of North America’s top 30 retailers—and the recent acquisition of Thirdera, they’ve become a powerhouse of ServiceNow expertise. This unique blend of retail insight and platform proficiency enables Cognizant to offer tailored, scalable, and impactful digital experiences that resonate at every store level. The result? Reduced costs, happier customers, and stronger store performance.
To explore how these capabilities are shaping retail’s next chapter, we turn to two experts at the forefront: Roshan Lulla, Retail Sponsor for ServiceNow Business in North America and SBU Head at Cognizant, and Krupa Singamapalli, Product Management Director in Customer and Industry Workflows for Retail at ServiceNow.
