Knowledge 2025: Day 2
The day began with a quick breakfast in the Hackzone of CreatorCon, where I caught up with Philip Swann and Rafael Cardoso.
It was a great way to start the day, chatting about the exciting things ahead while soaking in the energetic vibe of the space.
The Morning Keynote
The Day 2 keynote was packed with exciting announcements.
Amit Zavery kicked things off by talking about the power of combining AI, data, and workflows to drive real results across the business. The introduction of the AI Control Tower offers a new way to manage AI agents at scale, tracking their performance and impact.
ServiceNow also shared RaptorDB will be the new standard for handling data and large amount of transactions, and the upcoming acquisition of data.world to strengthen the data catalog. We also heard about agent-to-agent interoperability, a new open protocol that lets AI agents from different vendors work together seamlessly, with a demo of Now Assist for voice transforming how businesses interact with AI.
ServiceNow is clearly pushing the envelope with AI across industries, from IT and security to CRM and manufacturing.
Winning prizes
AI Agents are here.
And to prove it, ServiceNow hosted the AI Demo Championships. The demo that we build won the EMEA prize! Great to see the AI Agents build by Devoteam, winning the overall championship, Teiva Systems, wining AMS, and Veracity winning APJ. AI Agents that really help solve problems or increase scalability and efficiency.
AI in Banking operations
I had the chance to attend an insightful session by my fellow CMA cohort member, Scott Douglas, and his colleague Nerys Mutlow.
The session, held in the AI Innovation Zone, focused on how post-trade operations are under pressure to cut costs, improve client service, and scale up. Scott and Nerys shared how automation and end-to-end work orchestration are helping operations teams tackle challenges like fragmented processes, siloed teams, and complex systems. A very nice session and cool to see Scott in action!
Session on Heineken’s Global Service Desk Transformation
In this session, Tjebbe Jehee from Heineken shared the company’s five-year journey to transform its Global Service Desk, which serves over 100,000 users worldwide.
By embracing automation, Heineken modernized its service management practices and reduced manual efforts. A key milestone was the bold decision to switch off email as a support contact channel, leading to a significant increase in self-service via the Virtual Agent.
Tjebbe discussed the challenges, successes, and the impact this change has had on both the organization and user experience.
Cablex’s AI-powered ServiceNow App
In this session, my colleagues Tim Simon and Yves Bingisser discussed how Cablex is using an AI-powered ServiceNow app, integrated with Deepomatic, to improve fiber-optic quality assurance.
The system enables 100% remote inspection with “First Time Right” rates of 70-80%. By analyzing photos in real-time, issues are addressed on-site, saving time and costs.
Meeting up with friends and making new ones
One of the best parts of Knowledge is reconnecting with old friends and making new ones.
It was great catching up with Ana Ray, Glen Chiasson, and Jerry Wong. We shared laughs and insights, as always. I also had the chance to meet some amazing new people like Monette Esparcia, Kali Alexander, and Dan and Farrah Wells. It’s always refreshing to meet like-minded individuals who share the same passion for ServiceNow and technology.
Want to read about Willem's adventures on Day 1? Click Here!
Want to read about Willem's adventures on Day 3? Click Here!
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