Operations | Monitoring | ITSM | DevOps | Cloud

Every interaction a customer has with a brand helps shape their loyalty and long-term relationship with it. As AI becomes an increasingly central part of customer experience (CX), businesses are arriving at a critical crossroads. When done right, AI has the power to deepen trust and build meaningful, lasting customer connections. But when it falls short, it can unravel hard-earned loyalty.

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.

I’m thrilled to announce that ServiceNow has been named a Leader in the IDC MarketScape: Worldwide SaaS and Cloud-Enabled Facility Management Applications 2024-2025 Vendor Assessment. We believe this recognition underscores our commitment to delivering comprehensive, innovative solutions that transform facility management for enterprises worldwide.

Australian business leaders can’t seem to crack the customer experience (CX) code. According to the ServiceNow Customer Experience Intelligence Report, customer service has gotten increasingly worse over the past three years. Australians are waiting longer than ever—spending a combined 107 million hours on hold, 11% more than the previous year.

ServiceNow is excited to peer into the future of customer experience (CX) to see what’s in store. Customer operations and service delivery have undergone significant disruptions in recent years. The year ahead promises to be no different. The continuing need to deliver a frictionless customer journey, a renewed focus on improving the agent experience, and the meteoric rise of generative AI (GenAI) are some of the many reasons why CX is poised for transformation.

Business moves fast. As organizations push to constantly transform and stay ahead of competition, they must consider how they’ll support ever-growing internal- and external-facing demands in every aspect of their business operations. To innovate and change at such a demanding pace, and meet customer expectations, IT service management and operations teams must come out of their silos to converge into service operations (ServiceOps).

The best practices and principles of the IT Infrastructure Library (ITIL) 4 show IT service management (ITSM) service providers the importance of building a strong infrastructure that creates business value, adapts to change, tracks capabilities, and embraces automation. Without collaboration between ITSM service providers and different functions of the enterprise, however, the benefits of ITIL 4 best practices are minimized.

Generative AI has the world thinking about automation now more than ever before. The Information Technology Infrastructure Library (ITIL) has prioritized it from the start. ITIL has advocated for automation as a transformative tool for organizations to deliver business value, accelerate change, and reinvent service configuration management. By handling mundane tasks, automation can empower people to do more innovative and effective work.

Approximately 65,000 new implementers will be needed by 2027 as a result of AI, according to research by ServiceNow and Pearson. The time is now to enter this dynamic and high-growth field. Let’s explore what an implementer is, how the role is changing, and how you can prepare to fill an open position.

ChatGPT captured our collective imagination when it burst into the mainstream last year, setting off a hype cycle that hasn’t abated. The enterprise is where generative AI (GenAI) will become more than tech’s newest shiny object. GenAI is transforming the way we work, unlocking new efficiencies, driving productivity, and creating employee and customer experiences we never could have imagined. ServiceNow is at the forefront of this transformation.