From call trees to agentic AI - how Kingfisher is winning back employee time for customers

I first wrote about Kingfisher and ServiceNow in 2014. Back then, the home improvement giant was migrating from a legacy ITSM system called Assyst onto ServiceNow - a move that at the time felt significant but fairly conventional. Nearly twelve years on, I sat down with Jon McKenna, Director of Service Experience and AMS at Kingfisher - and the person who has owned the ServiceNow platform at Kingfisher for the past seven years.

Kingfisher is the retail group behind B&Q, Screwfix, Castorama and Brico Dépôt. It operates across Europe with more than 73,000 employees. Its IT service management function runs ServiceNow as the single platform for tickets and requests across every brand, with the exception of Iberia. And for the past couple of years, McKenna has been rethinking how that the ServiceNow platform is served - with the aim of getting employees back in front of customers, rather than solving problems with ...