At ServiceNow, we’ve always believed that great customer experiences are the foundation of lasting partnerships. But as our platform evolved—and our customer base grew—the journey to engage with us became increasingly complex.

What should’ve been simple often felt fragmented. Support, learning, community, and success resources each lived in their own portals, with different entry points, layouts, and navigation. While each experience was thoughtfully designed, the lack of cohesion made it hard for customers to know where to begin or how to get what they needed.

The impact wasn’t limited to our customers. Internally, our teams faced similar challenges. Information was spread across systems, forcing employees to toggle between tools, reconstruct context, and manually coordinate handoffs. Disconnected workflows slowed resolution, strained collaboration, and drove down satisfaction for everyone involved.

It was clear: we needed to reimagine the experience—not just to simplify how customers engage with us, but to empower our teams to support them more effectively.

The vision: One Customer Experience, One Connected Workflow

Our approach now focuses on two connected priorities: delivering One Customer Experience for our customers and building One Connected Workflow inside the company to empower our employees.

One Customer Experience means providing a personalized, unified entry point to the ServiceNow ecosystem. Customers can easily access tasks, recommendations, instances, and cases—all in one place—while Now Assist offers conversational help and self-service throughout the journey. The goal is to reduce friction and enable customers to find what they need quickly, without navigating disconnected portals or repeating steps.

But we also know that not every problem can be solved through self-service alone. That’s where One Connected Workflow comes in. Behind the scenes, we’re connecting systems, data, and teams to ensure that our people have everything they need to resolve complex issues efficiently. By stitching together workflows and removing silos, our teams can collaborate more effectively, stay aligned, and deliver faster, more coordinated support when customers need it most.

Together, these two priorities create a seamless, end-to-end experience—making it easier for customers to engage with ServiceNow and empowering our employees to deliver world-class service.

The technology behind the transformation

To build this connected, personalized experience, we’ve been leveraging the full strength of our own ServiceNow products:

• One Customer Experience is powered by Next Experience (Seismic), combined with AI Agents, Virtual Agent, AI Search, Case Management, and our Knowledge Base—all working together to simplify how customers navigate, learn, and engage with ServiceNow.
• One Connected Workflow is built on the foundation of Customer Service Management (CSM) and Technology Provider Service Management (TPSM), connecting systems, teams, and processes behind the scenes to empower employees and drive coordinated support.

These core capabilities have allowed us to simplify customer journeys, reduce fragmentation, and create a more unified, intuitive experience.

Looking ahead: taking transformation further

As we continue this work across the next year, we’re focused on elevating the experience with two powerful innovations:

• Agentic AI: Embedded AI agents within employee workflows to summarize account history, recommend next steps, draft responses, and automate repetitive tasks—while keeping humans in control.
• Workflow Data Fabric: The connective layer that unifies systems, teams, and data sources, giving both customers and agents a complete, real-time view of the journey.

These innovations will help us advance three key priorities:

• Personalized Front Door Experience: A singular, tailored entry point for every customer
• AI-Powered Search and Conversational Support: Making it easier than ever to find information or take action
• Automation Through AI Agents: Infusing intelligence across every customer and fulfiller touchpoint to accelerate service and reduce effort

And the impact is already measurable.

Progress—and growing results

Our transformation is well underway, and the numbers speak for themselves:

• 90% of users are returning to the personalized pilot experience of our One Experience approach
• 89% of self-service requests are now supported by AI agents and automation, giving customers fast answers and reducing the load on human agents
• 37% of our case workflows are supported by AI, automating tasks like routing, categorization, and summarization

These results show the power of AI, automation, and connected workflows to simplify complex experiences—while keeping people at the center.

Lessons learned—and what’s next

Our experience has reinforced some important truths:

• A unified, personalized experience reduces customer effort—and builds trust
• AI works best when it complements people, not replaces them
• Connected data is essential for seamless service
• Real transformation comes from reimagining workflows end-to-end—not just adding new tools to old processes

We’re excited by the progress we’ve made—and energized by the possibilities ahead.

Imagine a future where your entire ServiceNow journey feels effortless—whether you’re exploring new products, seeking support, or collaborating with our teams. A future where AI helps behind the scenes, workflows connect seamlessly, and both customers and employees spend less time navigating complexity—and more time realizing value.

That’s the future we’re building. By using our own platform to lead the way, we’re improving how customers experience ServiceNow—and setting a new standard for intelligent, connected service.