4 top takeaways from Knowledge 2025

Knowledge 2025 was an event for the history books: three days of exciting keynotes, informative panels, and collaborative breakout sessions that brought together 25,000 ServiceNow customers, partners, investors, and developers.

From the keynote stage to the expo floor, we showed the world how ServiceNow puts AI to work for people—in every corner of business. In addition to big announcements shared in the opening keynote, here are four top takeaways from Knowledge.

1. AI + data + workflows = secret sauce

“AI is more than a tool for transformation,” said Amit Zavery, chief product officer and chief operating officer at ServiceNow, during his keynote. “It’s a force reshaping how enterprises think, operate, and compete. It also highlights foundational challenges that need to be solved before we can truly benefit from AI.”

Zavery shared findings from the company’s recently published Enterprise AI Maturity Index 2025, which found a nine-point drop in AI maturity from last year across nearly 4,500 global companies. “Businesses are investing more than ever,” he noted, but disconnection between legacy systems and siloed data is hindering progress.

He highlighted a cohort of top-performing Enterprise AI Maturity Index companies called AI Pacesetters. These organisations are “experiencing extraordinary success” and achieving outcomes at four times the rate of their peers, thanks to unified platforms for AI-powered workflows.

ServiceNow is helping AI Pacesetter Innovation Award winners Canada Life, Lloyds Banking Group, and Orica unlock the potential of AI. “This is no accident,” Zavery said. "It’s the power of AI, data, and workflows coming together on one open platform—and we’re just getting started.”

2. AI agents are must-haves

Over the past year, agentic AI has evolved from buzzword to enterprise must-have. Agentic AI includes AI systems and models that can act autonomously to achieve goals, without the need for constant human guidance.

Thomas Kurian, CEO of Google Cloud, joined Knowledge virtually to share a vision of agentic AI that works across platforms via agent-to-agent operability, meaning agents communicate with each other directly. Google Cloud is one of the first ServiceNow partners to implement AI Agent Fabric. Now, joint customers can benefit from AI agents working together at scale and across platforms.

“The real magic of our platform and of AI agents is the autonomous orchestration of those agents that can happen 24/7,” said Jon Sigler, executive vice president of platform and AI at ServiceNow.

You need high-quality data to build AI agents that work. “The grim reality is that for a lot of enterprises, that journey to an agentic AI heaven goes through a data hell,” said Gaurav Rewari, senior vice president and general manager of data and analytics at ServiceNow.

Gartner^® predicts that through 2026, organisations will abandon 60% of AI projects unsupported by AI-ready data.”¹ ServiceNow accelerates the path to an AI-ready state with three features:

• An AI-ready data infrastructure supported by high-performance database RaptorDB
• Unified enterprise data through Workflow Data Fabric, enabling AI agents to perform tasks effectively
• Insight plus action facilitated by the integration of Workflow Data Fabric with existing tools

3. Modern business requires new CRM

Sales teams play a crucial role in a company's survival, yet many enterprises still use outdated customer relationship management (CRM) systems.

Terence Chesire, vice president of CRM and industry workflows at ServiceNow, brought up the surprising persistence of outdated CRM systems. “Why is it after spending literally billions of dollars a year we’re not in a better place?” he asked. “AI has only compounded the problem, causing expectations for productivity and experience to rise exponentially.”

Chesire stressed that legacy CRM lacks the orchestration necessary for modern sales. “While a 360-degree view and omnichannel are great, they’re only half the story,” he said. “You also need to orchestrate and automate, driving resolution and fulfilment.”

A good example of this blind spot is one of the last steps in closing a sale: configure, price, quote (CPQ). “This process we use for CPQ today is broken, because the systems we use are old and hard to maintain,” Chesire said. “They’re hard to set up and slow for end users, which is bad for sales, worse for partners, and a nonstarter for e-commerce.”

ServiceNow^® Customer Relationship Management consists of Customer Service Management, Field Service Management, and Sales and Order Management—all with industry extensions—for a comprehensive approach to sell, service, and fulfil on a single platform.

4. AI is elevating human developers

At CreatorCon, Earl Duque, senior developer advocate at ServiceNow, and Amanda Joslin, senior director of platform outbound product management at ServiceNow, shared how ServiceNow AI Agents are elevating the ways developers work through five key improvements:

1. Our AI agents now have long-term memory, making human and AI users both faster and smarter.
2. External integrations mean ServiceNow AI Agents seamlessly connect with external platforms such as Google Assistant.
3. Our AI agents can tell users what actions they’re taking to help humans trust and understand agentic processes.
4. Users can automatically generate detailed, robust instructions for ServiceNow AI Agents with “prompts to make prompts.”
5. Our AI agents proactively suggest platform tools to enable users to work more efficiently.

Against that backdrop, Samir Diwan, vice president of product platform at ServiceNow, unveiled three new ServiceNow AI Platform features of special interest to the developer community:

• The platform now includes a conversational build experience.
• AI agents are context-aware, so developers can execute safely and reliably.
• Users have greater visibility into what AI agents are doing so that AI can work while humans stay in the driver’s seat.

Each of these features will save time and sharpen existing processes, said Kalisha Moore, a technical consultant at ServiceNow.

Watch sessions you missed on demand. And find out more about Knowledge.

¹ Gartner, Lack of AI-ready data puts AI projects at risk: Q&A with Roxane Edjlali, Feb. 26, 2025. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.