In this preview of the ServiceNow Knowledge 2025 event, taking place May 6-8 in Las Vegas, Kieron Allen talks to Erica Volini, EVP, Worldwide Industries, Partners & Go To Market, ServiceNow. They discuss how the event will spotlight new AI capabilities, enhanced partner enablement, and industry-specific innovations that empower partners to deliver business transformation at scale.
Highlights
Overview of Knowledge 2025 and Partner Expectations (01:20)
Volini outlines what partners can expect and how Knowledge 2025 will help them understand ServiceNow’s strategic direction. She notes the addition of a partnership pavilion featuring interactive kiosks for deeper engagement between partners and customers. A new partner lounge will serve as a space to recharge and network. A dedicated partner day offering three distinct tracks — ramp camp, reseller, and build — will provide opportunities to earn certifications and deepen expertise.
Partner Collaboration and Business Transformation (02:28)
Volini describes a verticalized approach where partners play a crucial role in developing industry-specific solutions. She cites DXC’s insurance product, Assure BPM, which is built on the platform and reduces claims cycle time while enhancing the insurance experience. She also points to manufacturing sector innovations where partners are creating supply chain control towers. Volini encourages partners to differentiate themselves by homing in on specific industries, workflows, and geographic regions.
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Advancements in AI and Partner Ecosystem (04:21)
Recent advancements in AI and their effect on partners are explored next. Volini talks about the Yokohama release, which introduced AI agents and the AI Design Studio, tools that enable both partners and customers to create their own AI agents. The AI orchestrator allows the combination of multiple agents to coordinate work across functional areas. Volini explains that workflow and data fabric are essential for connecting AI agents in a way that streamlines operations and drives productivity. She reiterates that ServiceNow’s success formula, AI plus data plus workflow, should be embraced fully by partners looking to lead in this space.
Future Vision for the Partner Ecosystem (06:41)
Looking ahead, Volini envisions partners taking the lead in AI innovation, creating thousands of agents on the platform. Understanding customer needs and designing specific AI agents around those requirements will be key. She notes that many partners were already enabled to build these agents even before the Yokohama release. Volini concludes with a clear message: partners will be at the forefront of driving business transformation through AI.
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