Post-Knowledge 2025: Turning inspiration into action

For many ServiceNow customers and partners, the Knowledge® 2025 conference was an inflection point where the vision for the enterprise AI era became crystal clear. Attendees left energised, aligned, and eager to act.

Now that the panels are over and the keynote lights have faded, many enterprise leaders find themselves asking, “What now?” The answer is both urgent and exciting: Now is the time to translate inspiration into action.

The good news is you’re not starting from scratch. You have insights from Knowledge, a roadmap, and the ServiceNow AI Platform. It’s essential to avoid common post-conference pitfalls and instead focus on key priorities that will help your teams build, scale, and drive measurable impact from AI across the business.

Avoid the post-conference stall

After any major event, there's a risk of slipping into wait-and-see mode. Perhaps you're navigating competing priorities, unclear use cases, or internal scepticism about the speed of change. This is understandable, but it's also a trap.

One of the most consistent lessons from our customer conversations at Knowledge is this: Speed is a competitive advantage. AI Pacesetter organisations—those furthest along in AI implementation, according to the ServiceNow Enterprise AI Maturity Index—aren’t waiting for perfect conditions. They’re implementing agentic AI across departments, upskilling teams, and building repeatable business cases now.

In fact, our latest research shows a nine-point decline in overall AI maturity year over year. This isn’t because companies lack interest; it’s because the pace of AI innovation has outstripped many organisations' ability to adapt. If you delay action, you risk falling further behind.

Your 3-step AI success plan

Here’s how forward-thinking organisations are using the next 90 days to gain ground:

1. Operationalise your Knowledge learnings

Don’t let the bold ideas shared at Knowledge stay in your notes. Pick two to three pilot projects with clear, measurable business impact. Start small but choose use cases that:

• Touch multiple functions (e.g., finance and procurement)
• Allow you to demonstrate productivity gains or cost takeout
• Are scalable with minimal disruption to current workflows

Look at examples. Siemens automated operations across 11 global locations, saving 1 million hours. AstraZeneca digitised 60,000 lab requests, reducing process time by 30,000 hours annually. These are real outcomes, delivered at speed.

2. Define a business case around value realization

AI is not just a technology shift. It’s a business model shift. The smartest companies are rethinking return on investment through four lenses: speed, productivity, sentiment, and effectiveness.

When Eaton adopted ServiceNow AI Agents in its service operations, it didn’t just double capacity. The power management company completed work 50% faster and improved search effectiveness by 70%. That’s a compelling business case, with metrics that matter to the C-suite.

This is where the consumption-based pricing model of the ServiceNow AI Platform shines. You don’t need to boil the ocean—you can start with targeted consumption and scale as you prove value.

3. Engage the right stakeholders

AI transformation is no longer just a chief information officer (CIO) conversation. It’s an enterprise priority. Chief financial, operations, HR, and information security officers are all looking for operational efficiency, cost control, and faster decision-making.

Our work with Pure Storage is a great example. After the company saw success for its employees across IT and HR using the ServiceNow AI Platform, it realised it could delight customers with a simplified customer relationship management (CRM) experience in the exact same way.

That single decision allowed Pure Storage to eliminate 13 software platforms overnight—saving money, reducing complexity, and giving its customer support team members a whole new view into how they can make customers’ lives easier. It’s an AI solution with tangible outcomes across every line of business.

Help each C-suite stakeholder see how agentic AI aligns with their top initiatives. Then use AI Agent Studio or our prebuilt workflows to co-create value quickly.

Pitfalls to steer clear of

Avoid these three post-Knowledge pitfalls:

• Trying to customise too early: Start with what’s already available. Thousands of prebuilt agents across the enterprise are ready to deliver productivity on day 1.
• Underestimating the role of data: AI is only as effective as the data it touches. Connect your systems through Workflow Data Fabric and zero-copy architecture to enable real-time insights and action without moving data.
• Overlooking governance: AI governance shouldn’t be an afterthought. With AI Control Tower, customers can oversee every AI agent, monitor usage, meet compliance, and drive confidence.

ServiceNow can help you lead the charge. We’re not just providing tools. We’re delivering a trusted platform for business transformation: AI, data, and workflows are all built in. With our AI Agent Studio, AI Control Tower, and Workflow Data Fabric, we’re giving customers the building blocks for intelligent, orchestrated automation.

We’re also offering high-touch programs such as Now Next AI, a co-innovation initiative where our engineers work side by side with your teams to deploy high-value agentic AI use cases. And through our ecosystem of global and regional partners, we can help you scale fast, safely, and effectively.

From hype to habit

The topic of AI should not be limited to conferences. It must become a way of working. Now is your chance to take everything you learned at Knowledge 2025 and make it real.

We’re here to help you move fast, reduce complexity, and prove value—now. Whether you're just starting or scaling across the enterprise, ServiceNow is your platform partner for the agentic AI era.

Find out more about how we can help your organisation put AI to work for people.