ServiceNow Knowledge 2025 Recap: AI, Automation, and the Future of Work

ServiceNow Knowledge 2025 delivered a wave of innovation, practical AI solutions, and new platform capabilities that are already shaping the future of digital transformation, workflow automation, and customer experience. Here’s a comprehensive recap of the top announcements and trends from this year’s event- essential reading for anyone searching for the latest on ServiceNow AI, enterprise automation, and next-generation CRM.

ServiceNow AI Platform: Unified Intelligence for Enterprise Transformation

A headline announcement was the launch of the reimagined ServiceNow AI Platform. Designed for the agentic and open era, this platform brings together any AI, any agent, and any workflow on a single foundation. Organisations can now unify intelligence, data, and orchestration across all business functions, moving from fragmented pilots to enterprise-scale AI execution.

• AI Control Tower: This central command centre allows businesses to govern, manage, and secure every AI agent, model, and workflow in one place. It streamlines AI operations and ensures seamless, responsible integration into enterprise strategies, helping organisations realise the full value of their AI investments

• AI Agent Fabric: ServiceNow’s new AI Agent Fabric enables agent-to-agent and multi-model communication, making it easier for AI systems and tools to collaborate and automate complex, cross-platform workflows

• Workflow Data Network: By uniting data platforms, applications, and open-source tools, this network eliminates silos and delivers real-time intelligence to power AI-driven workflows and decision-making

AI-Powered CRM: Redefining Customer Experience

ServiceNow unveiled a next-generation, AI-powered CRM platform designed to unify sales, fulfilment, and service. This CRM orchestrates work across departments, enabling fast, seamless experiences throughout the customer lifecycle. New AI agents can now autonomously complete tasks, scale contact centres, and deliver true self-service-transforming how organisations approach customer engagement and retention.

• Personalised and proactive experiences across the entire customer journey

• End-to-end automation that reduces manual effort and improves productivity

• Integration with existing systems to break down barriers between teams and data

Core Business Suite: Transforming Essential Functions

The new Core Business Suite, powered by AI, connects employees, suppliers, systems, and data in one place. It streamlines HR, procurement, finance, facilities, and legal processes, driving efficiency and faster time to value for organisations of all sizes. The Finance Case Management solution, for example, uses AI-driven workflows to automate requests and eliminate manual work across back-office teams.

• Accelerated digital transformation across business operations

• Improved service experiences and reduced operational costs

• Scalable for enterprises and fast-growing businesses alike

Deeper Integrations and Strategic Partnerships

Knowledge 2025 also featured expanded integrations with leading technology partners, including Microsoft, NVIDIA, Google Cloud, Oracle, Accenture, Adobe, Cisco, and Zoom. These partnerships enable seamless workflows, improved data orchestration, and faster business outcomes for global enterprises.

Autonomous IT and Enhanced Employee Experience

ServiceNow continues to drive the shift from IT support to IT strategy with autonomous operations powered by AI. Solutions like Lenovo’s Care of One, deeply integrated with ServiceNow, showcased how automation and personalisation can modernise IT operations, reduce onboarding time, and deliver better employee experiences.

• Real-time case deflection and reduced manual workloads

• Hyper-personalised support for employees worldwide

• Measurable improvements in efficiency and satisfaction

The Takeaway: ServiceNow Leads the AI-Driven Enterprise Revolution

Knowledge 2025 confirmed ServiceNow’s position as a leader in enterprise AI, automation, and digital workflow transformation. The new platform capabilities, AI-powered CRM, and Core Business Suite are set to help organisations:

• Accelerate digital transformation and workflow automation

• Improve customer experiences and retention

• Optimise core business functions with AI-driven insights

• Strengthen IT operations and employee engagement

Why ServiceNow Knowledge 2025 Matters to You: Candidates and Clients

ServiceNow Knowledge 2025 brings exciting opportunities for both candidates and clients in the ServiceNow ecosystem. For candidates, the event’s focus on AI-driven automation, next-generation CRM, and the launch of ServiceNow University means there is a growing demand for skilled professionals who can navigate these new technologies and lead digital transformation projects. Upskilling through tailored learning paths and certifications is now more important than ever to stay competitive in the evolving job market.

For clients, Knowledge 2025 highlights how ServiceNow’s expanded AI capabilities and integrated workflows can drive efficiency, improve customer experience, and enhance security across business functions. Finding the right talent with expertise in these cutting-edge ServiceNow solutions is critical to maximising the platform’s value and accelerating business outcomes.

If you are a ServiceNow professional looking to advance your career or a company seeking top-tier ServiceNow talent, we can help. Get in touch with us today to explore the latest job opportunities or to find skilled candidates tailored to your business needs. Together, we can unlock the full potential of ServiceNow for your organisation.

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