In this preview of the ServiceNow Knowledge 25 event, taking place May 6-8 in Las Vegas, Nick Tzitzon, Vice Chairman, ServiceNow joins Bob Evans to discuss a bold shift in enterprise tech. Nick shares how the event will spotlight how AI agents, platform orchestration, and next-gen CRM are transforming customer relationships and positioning ServiceNow as a central force in the AI-powered future of work.
Highlights
ServiceNow’s Role in the Tech Industry (01:24)
Tzitzon talks about how ServiceNow stays focused on customer needs and the role of technology in addressing complex industry challenges. These days, AI must deliver real and fast value, in contrast with past cycles of hype without tangible benefits. Transformative vision must be balanced with practical, tangible benefits for customers. He shares an example of a real-world application where AI helped save time by automating a repetitive task, allowing human capabilities to be reallocated to more valuable tasks.
Impact of Agents and AI on Enterprise Technology (03:05)
Tzitzon explains how agents need to work across different systems and organizational silos. He says there’s a need for a new approach to customer relationship management, moving beyond traditional CRM systems to meet evolving customer expectations. ServiceNow helps by providing a platform that can support this new, more integrated approach to customer relationships.
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ServiceNow’s Vision and Market Position (06:22)
Tzitzont talks about ServiceNow’s vision and market position, particularly in relation to the acquisition of LogicAI. He acknowledges the challenges faced by large enterprises in orchestrating customer relationships across different systems. He explains that ServiceNow’s CRM strategy is designed to address these challenges, providing a more integrated and sustainable approach to customer relationship management.
Knowledge 25 Event and Customer Focus (10:00)
Tzitzon is asked about the upcoming Knowledge 25 event and what customers can expect. Knowledge 25 will bring together customers from different parts of the world to share experiences and address challenges. He puts the focus on ServiceNow’s platform and its role in the agentic conversation, emphasizing the platform’s critical role in enabling AI and agents to deliver value.
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