A Day of Discovery at Knowledge with the UX Academy

[J_DeMartini]

Yesterday at Knowledge, the future of ServiceNow and its groundbreaking integration with AI technologies were showcased in a series of dynamic keynotes and discussions, captivating all of us at the UX Academy.

Bill McDermott set the tone early, igniting our enthusiasm with his vision for AI-driven enhancements across industries. Omar El Gohary, VP & GM IoT Solutions, took us through a practical application in retail. He highlighted how AI transforms operations at Smooth Bake Market by optimizing inventory and production based on predicted demand.

The stage was then graced by Jennifer Remling, Warner Bros Discovery's Chief People Officer, and Jacqui Canney, Chief People Officer at ServiceNow. Together, they shared insights into merging two powerhouse entities. Jennifer discussed their strategic use of a chatbot named 'Ask Sheldon' to enhance employee experience. She stressed the crucial synergy between IT, Finance, and HR, with Deloitte playing a pivotal role in implementation.

Hena Shamim Jalil, the CIO of BT Business, provided an overview of the company's decision to centralize service platforms with ServiceNow, noting significant improvements in KPIs like NPS and response times. The company's focus on call summarization and knowledge prediction sets new benchmarks in service delivery.

Mark Hedges, the Global Head of Digital Products at HSBC, described their journey towards system consolidation and efficiency. He leveraged AI for cost savings and process improvements, particularly in procurement.

The discussions led by Jon Sigler and Joe Davis were a highlight. They revealed how the experience layer in ServiceNow's AI platform simplifies workflow across disparate systems, enhancing productivity and decision-making with comprehensive data analysis.

Post-keynote, the UX Academy buzzed with activity. Chad Bishop kicked us off by helping us understand the business value of enterprise UX. Brittney Jimerson and Jessica DeMartini introduced various UX Research Methods, setting the stage for deeper exploration in future sessions. Roman Bercot's hands-on training not only equipped attendees with new skills but also added an element of fun with a new rock-out hand sign to quiet the audience.

The launch of our new design system, Horizon, marked a significant milestone, now on display at the Expo for all attendees.

We also had a great time rocking out at the silent disco session—proving that even UX professionals can dance to the beat of their drum (or lack thereof)!

As we look forward to today, remember to sign up for 'Ask the UX Pros' – spaces are filling up fast! Please visit our interactive panels to voice your thoughts on pivotal UX topics. Let's make tomorrow even more insightful and engaging than today.