Empowering enterprises: The journey to collaborative automation

As I settle into my role at ServiceNow, I’m humbled by the extraordinary ambition and commitment that underpins everything we do here. ServiceNow is a company known for its relentless focus on customer success, elite-level execution, and dedication to empowering organisations with collaborative automation and transformative solutions.

ServiceNow is the AI platform for business transformation. This market-leading position, combined with the strengths and customer-centric culture of the ServiceNow platform, made joining this team an exciting decision.

Throughout my career, my focus has been on building scalable, enterprise-grade technology that enables organisations to achieve their goals with greater agility, intelligence, and impact. I’ve seen the importance of open platforms, seamless integration, and actionable AI — lessons I bring forwards as we advance ServiceNow’s purpose to make the world work better for everyone.

A foundation for transformation

Technology leaders are facing growing challenges, from navigating legacy system complexity to adopting and implementing AI for the future. The ServiceNow platform is uniquely positioned to address these challenges.

ServiceNow is not simply an enterprise workflow solution. It’s a unified platform for modern business transformation. Its architecture combines workflow automation, AI, and data-driven insights in a way that brings order to decades of technical debt.

This approach aligns well with my focus on scalability and openness. At Google Cloud, I saw the value of fostering flexible, open, and interoperable platforms. My team at Oracle emphasised security, scalability, and reliability across platform and enterprise applications.

ServiceNow is set apart by its architecture, which makes it possible for customers to deploy, adapt, and innovate on a single platform. It’s no surprise that our platform has become the control tower for enterprises looking to govern their AI and digital transformation efforts across systems.

The AI opportunity

AI is not just a layer within the Now Platform; it’s a core component for reimagining enterprise experience and productivity. Recent innovations, including Now Assist and Workflow Data Fabric, represent our commitment to making AI more accessible and effective across the entire enterprise.

Our AI journey is about more than just automation — it’s about creating AI that supports all end users, automates complex workflows, and enhances decision-making. In fact, we now have teams of AI agents automating workflows with humanlike reasoning and comprehension to independently help complete tasks (all performed with robust governance models and live agents in the loop).

This is the crux of Agentic AI, where systems of intelligent agents work together and alongside people to accomplish tasks that were previously burdensome. For customers, this means greater productivity, more efficient operations, and real-time insights.

Our recent partnerships with NVIDIA and Databricks are foundational to this strategy. With these companies’ expertise in AI and data processing, we’re building tools that allow organisations to use AI for specific, high-value tasks across industries. Together, we plan to bring AI agents to market that provide context-driven responses, intelligent automation, and proactive insights — all on our single platform.

Extending our reach

Today’s enterprises want a seamless data experience. With ServiceNow RaptorDB and Workflow Data Fabric, we’re setting new standards for speed and accessibility in data-driven workflows.

By enabling real-time, zero-copy data access across platforms such as Snowflake and Databricks, we empower organisations to instantly transform data into actionable insights. This is especially valuable for highly regulated industries where data governance is key — and it expands our platform’s relevance to new sectors.

The digital landscape is evolving rapidly. ServiceNow is at the forefront of these changes. Our platform is already empowering teams to innovate faster and address real-world challenges. We’re creating a future where organisations can streamline operations and deliver unparalleled value to their employees and customers.

Our focus extends beyond platform solutions to deeper, industry-specific capabilities. In the near term, you can expect to see us amplify our efforts in the front office and partner with customers to enable each focus industry to meet its unique needs more effectively.

As we continue to invest in our ecosystem, ServiceNow’s open architecture will allow us to integrate deeply with other leading solutions, helping customers manage their increasingly complex technology environments. This openness is fundamental to our approach, helping to ensure we’re responsive to customer needs, collaborative with our partners, and delivering the highest level of value to our users.

A collaborative journey

In my career, I’ve learnt that product and engineering leadership is about listening to customers, learning from their feedback and leading with a shared vision. I’m committed to fostering close partnerships and ensuring that customer insights shape the future of the ServiceNow platform and products.

I’m also dedicated to staying engaged with the latest advancements in AI and data management, continually assessing how we can harness these technologies to maximise impact. Our ambition is not to respond to the changing market, but to lead it, setting new standards for productivity, adaptability, and customer success.

As we continue this journey together, I look forward to collaborating with our customers, partners, and employees to redefine what’s possible in enterprise software. Together, we’re creating a world where technology works seamlessly to elevate human potential and drive the future of work. This is just the beginning.

Find out more about how ServiceNow can help your business put AI to work.