Welcome to Agentic Business | ServiceNow Knowledge 2026 opening keynote

Look around. There are thousands of you in this room from all over the world and many more watching. All here to gain and share knowledge. I see you. I see you. I see you. And you. And this whole group. This room is full of knowledge and we're here to put it to work. So, here we go.

Please welcome to the stage my friend Bill McDermott.

Thank you, Bill. Hello everyone. It's so good to see so many of you here today. I'm so excited to talk to you about one of the most important things we are working on today. As you might have heard, AI can do so much for your business. It's equally important to ask yourself what AI will do to your business. And that's why we are so passionate about the power of our AI control tower. And today we are taking it even further. We've evolved AI control tower from visibility and management into a comprehensive end-to-end solution and includes also an AI native conversation first experience as well. So let's talk about why it matters now more than ever.

With AI control tower, you can discover and unify all of your AI across the enterprise. For two decades, ServiceNow has helped enterprises discover, map, manage technologies and assets inside CMDB. AI control tower is now a natural extension of that into AI. And it isn't just limited to ServiceNow products. It governs across the entire AI landscape. It connects to over 30 different systems, all AI born and all our AI native systems been discovered through AI control tower. It automatically discovers and catalogs every model out there, agent, data set, MCP server as well as every SaaS out there into a single living inventory. This includes models on AWS, Google, Azure, Anthropic, OpenAI, and the list goes on. So every decision about AI is grounded in your actual business context.

AI control tower also allows you to govern and secure your AI. There are thousands of new standards and regulation emerging every year nowadays. And so AI control tower automates the full governance life cycle from intake and risk assessment to compliance mapping. It also detects hallucinations, bias, toxic content, leakage and drift while AI is running and also starts remediating that automatically. And whether it's a policy violation, an agent acting out of scope or a regulation change, the platform catches it and acts proactively.

We also been co-innovating with many partners out there to accelerate value for our customers. AI control tower now integrates with Microsoft Agent 365 with ServiceNow AI specialist on the Agent 365 marketplace as well as all the agents built on Microsoft as well discovered in ServiceNow AI control tower. All with the same governance view as everything else on the platform. AI at work with trust and interoperability.

But there's something else enterprises need from AI: proof that it's working. Every board in the world is asking what value are we actually getting from my AI investment and unfortunately today 95% of enterprises can't answer that question. AI control tower enables you to track everything: adoption, consumption, ROI, productivity, and cost savings all in one place. And that means every dollar you spend, every hour you invest in AI, every token you're consuming, and the outcome associated with that is all traceable, giving your board real numbers tied to real workflows.

AI control tower also gives you continuous real-time observability across your entire environment. You can watch how agents are performing, trace their actions and course correct in a moment. Finally, every identity, asset and decision is continuously monitored with AI control tower. When something goes wrong, remediation triggers automatically. Before access attempts can become breaches, the AI gateway enforces governance, observability, and security at the transaction level for all the MCP servers you might be running.

But as you know, agents and devices are multiplying at a rate that no single tool has been able to keep up. That ends now. Vasa's patented access graph gives you visibility into over 30 billion permissions across human, machines and AI identities. And with the addition of Armis, we extend that visibility and protection to every connected asset across IT, OT, IoT and medical devices. We also working with partners like Cisco, Palo Alto, Google, Microsoft and CrowdStrike to name a few which can feed now real-time threat intelligence directly into the platform. So your security posture updates continuously as the threat landscape evolves. This is expanding the breadth of our security portfolio and accelerating our roadmap securing every corner of the agentic business. That's the full picture. One control tower that discovers your AI, governs the life cycle, proves the value, and secures every identity and asset in the chain.

Now, let's take a visionary look with one of our customers, FedEx, who's putting all of this into practice across one of the most complex and largest logistics network in the world.

On a daily basis, we move 18 million packages around the world, passing 220 countries and territories. This means working together across our global network to find the best routes and the most efficient processes, supply chain patterns, weather conditions, the right transport type, the right bamboo. We have moved more giant pandas, over 20 and counting, than anyone else. They're picky about their bamboo. We leveraging ServiceNow's capabilities to help us build a digital backbone on how we run as an enterprise across finance, HR, legal, across procurement and technology. That's some backbone. We execute 5 million ServiceNow workflows a month across three critical processes. Hire to retire, source to pay, and ship to collect. With ServiceNow, we building an AI control tower to make sure that we responsibly introduce this capability inside our environment. We know who those agents are. We can control the access and the rights for those agents. Our founder always believed that the information about the package was as important as the package itself. I love a good origin story. Can we ingest some of the insights that we generate from this large supply chain business that we have in building smarter supply chains for everyone? We started to integrate some of our insights into ServiceNow products jointly bringing both capabilities of ServiceNow and ours to bring to market new solutions around supply chain. A match made in heaven. There is $1.8 trillion of supply chain inefficiency in the world today. We want to be orchestrating global supply chains and move up that value chain precisely because of the expertise that we have. It's a fundamental change that helps to set FedEx up for success over the next 50 years. When FedEx works, the world works.

All right. Billions of AI agents are coming online and without control, it will lead to AI chaos. Now, the question that we should all be asking ourselves is, do I have full visibility and control over every AI asset across my enterprise? And if the answer is no, you're going to want to see this. Okay, this right here, this is the AI control tower. Companies like FedEx use this to manage every AI asset from every provider. And because of this, they can do what 95% of organizations can't. They can measure the value of their AI investment. So, let's walk through it. When you drill into this component, it's clearly written out for you. The first step is to identify your employee hours saved. The platform is calculating this by all of the work that's being automated through your agentic workflows and AI agents. You take that number, you multiply it by the average hourly rate, and that's how you come up with this big juicy number at the top, 250 million in productivity gains. Now, you take that, you factor in your costs, and this is how your CFO can confidently report to the board. Now, we can slice and dice this data any way you want without any analysts required. Watch this. I want to better understand the value that my Microsoft agents are driving. I'm just going to paste in my question. So, I can't really drive and talk. And then this right here, this is that conversational AI native experience that Amit just announced. Anyone in your business can ask a question in natural language and the platform surfaces the answer. No need to navigate a bunch of systems. It's like sitting next to that one co-worker who just knows everything. It's a total game changer.

Okay, so let's see. I can clearly see which agents are active. I can see the productivity. This is that visibility that we've all been after. And it's why businesses run on the AI control tower. Wait a second. Oh, sorry. An alert just came in and it's red. Oh, that does not look good. Let me drill in really quick. Okay, so it looks like a prompt injection with hidden instructions just told this AI agent to ignore all previous pricing rules and to set the shipping to $1. What's even crazier, look at this. It's instructed not to log the adjustment. I mean, this is a whole another level of AI chaos, and it's exactly why we need a control tower. And think about the ramifications for the business. This agent doesn't operate alone. It touches fulfillment, order management, billing, revenue. It's feeding data downstream to other agents that are sending customer notifications. I mean, this one agent is now poisoning multiple systems and workflows. And every minute that it's active, the blast radius increases. So, think about this for a minute. If this was your business, how badly would you want a kill switch? All right, watch this one button. You can immediately see the platform spring into action, removing all permissions and deactivating this agent. Control tower stops the bleeding. It also provides you with a full audit trail. You can see on the right, the system has generated a P1 security incident. It's logged all of the trace and it's drafted communications to our stakeholders. Mischief managed. All right. This is why companies like FedEx run their agentic business on the AI control tower. And now to hear from them directly, please welcome to the stage our vice chairman Nick Tisdale.

Morning. So the guy backstage puts my microphone on and he looks at me and he goes, 'Did you not know you were on stage today?' It's like, 'I bought this at Nordstrom, man.' And he goes, 'Did you not tell them that you would be on stage in front of thousands of people?' Like, I literally can't catch a break in Vegas. Well, it's great to be here, Cara. That was a terrific demo. One of the best things about Knowledge is the opportunity to learn from each other. Some of the most important organizations in the world are represented in this room and FedEx is one of the most important companies in the world in terms of how we move and how we trade and how we exchange goods and services. And Bill has two very special guests that will join him on stage to share that experience with all of you directly. Raj Subramaniam is the CEO of FedEx Corporation and Vishal Talwar is the CDIO and the president of FedEx Data Works. Let's give them a warm welcome to Knowledge 2026. Raj, Bill, Vishal.

Thank you. Thank you. So Raj, let me ask you, the scale of FedEx is enormous when you think about all the moving parts and pieces. When you think about the physical scale infused now with digital intelligence, what are some things you can do for FedEx customers that you weren't able to do before?

Yeah, thank you very much and thank you Bill for the honor here today to be here in front of this massive audience and I did visit the Las Vegas ramp this morning. So to talk about FedEx, for what we have built over 53 years is a true global network and sometimes people misuse the word or misunderstand the word. It's the fact that we can take a shipment from any one part of the world and get it to any other part of the world in a couple of days. That's what a network does. There are only two American companies who can do this and out of that we are a differentiated player and the way we do it of course is that we have 700 planes, we have 200,000 vehicles, we have 5,000 facilities and 800,000 of the greatest team members in the world. So that's what it takes to get something like that done. Now we realize that we move about $2 trillion of commerce through our system every single year. We connect about 3 million shippers and 225 million consumers and we are in the center of that ecosystem. So back in about 2020 I realized that we are sitting on very valuable data about the global supply chain. So that generates about two petabytes of data every single day. That's a lot of zeros. And we started organizing a digital twin of FedEx back in 2020. And of course that's what now is very exciting as the world of AI has fundamentally shifted. But the fuel for AI is of course the data and we understand how the global supply chain dynamics work. So we are moving up the value chain in terms of first of all started with predictability using the latest and greatest of our data, the weather conditions, traffic to make sure that we provide our customers with ultra predictability of what's going to happen to the package. And now we are moving even further up the value chain. If you think about the global supply chains, there's a lot of inefficiency. There's 1.8 trillion dollars of inefficiency in global supply chains. And we want to move up that value chain to orchestrate global supply chains even if it moves or doesn't move within the FedEx system. So that's what having this information and the insights allows us to do very very differently than what we had four or five years ago.

So Vishal, I've got to ask you, you know, the one thing I think all of us in this room have in common is that we all have a CEO. And the strategies, the objectives are big. There's a security challenge. There's a trustworthiness challenge. So when you think about the opportunity to do some of the things that Raj has described, how do you assure that AI at scale can be trusted?

So Nick, that for us is the most important question we have to answer for a company like FedEx where our brand has been synonymous with trust for the last 50 years. There is no room for error. As we continue our digital transformation to make supply chains smarter for everyone, as Raj just highlighted, we're ensuring that trust and security is engineered into every facet of this transformation from the start. As Raj said over the last 50 years, we've built out this extensive physical network. And the data this global network generates gives us tremendous visibility but it also gives us tremendous responsibility. So to answer your question to ensure that AI is scaling securely inside the enterprise we have to take a very deliberate strategy which for us is anchored on three core elements. First is clarity of workflows. We are starting with deeply understanding our business processes end to end. We are not just throwing automation at the problem. We are actually strategically identifying where AI can add value inside our value chain so that we have a precise control on its application inside our enterprise. Second and this is the most non-negotiable: integrity of data. AI is only as good as the data that feeds it. That's why we've been obsessed about building a strong data foundation so that any action that's driven by AI is driven with insights that are clear, reliable, and secure. Finally, you need a strong orchestration framework and governance. As we scale AI agents across the enterprise, we treat them no different than how we treat our human workforce. So, we treat them as a digital workforce that needs to be governed with the same rigor and policies as we do our human teams. And this is where tools like ServiceNow's AI control tower become extremely essential for us because it provides us the single pane of glass for traceability and visibility across all AI deployments inside the enterprise. So we can responsibly scale AI. So ultimately it's the combination of these three things: clear workflows, clean data, strong governance which makes us confident that AI that we are scaling across the enterprise can be trusted.

I think that resonates with everybody. Vishal, thank you very much. Raj, one thing a lot of people in this room have in common is that they work for a Vishal. They work for a CIO or a CDIO. You're one of the most progressive innovative CEOs in the world. Maybe just a quick word from you about the emerging dynamic in the relationship between the CEO and the CDIO.

Well, that's an excellent question. First of all, our vision is to make supply chain smarter for everyone. The word smarter is very important here. We are the heartbeat of the industrial economy and the most valuable goods move through our system. If you want to move semiconductor chips, you move with us. If you move potato chips, somebody else maybe. But this is very important. So the difference between business and technology is kind of evaporating and I think the role, I think business is technology and technology is business. So whenever we talk about any strategic thing especially in the world of FedEx and the world we are headed now, CDIO and Vishal in particular is my thought partner. It's my strategic thought partner from a business angle point of view. I don't understand too much of technology he does but you know the point about bringing these two together and bringing and talking about where we need to evolve as a business is no longer two separate things, it's one thing and that's why the role of CDIO and particularly having somebody of Vishal's caliber right on my right hand here is just very very important for us as we think about the future of FedEx.

Beautiful. Well, I want to thank the both of you. I know FedEx is everywhere across the show floor. We've got other things for you to do. People are going to get a chance to hear more from you. But for now, to say that we're grateful that the world works with ServiceNow and when FedEx works, the world works. That means a lot to us.

Thank you very much. Thank you very much. Thank you very much.

Let's welcome Amit back to the stage.

All right. All right. That was a great panel. The world is converging around two critical technologies. AI that thinks and workflow that acts. The first one gets all the attention and for a good reason. The pace of model innovation has been extraordinary as you've seen over the last year or so. But execution is where enterprises actually win or lose. Enterprises are rethinking how AI connects to their systems, including through APIs and also nowadays headless access. But data alone doesn't run a business and action does. And that's what we've been building for 22 years. The system of action that runs the enterprise. And here's the reality right now. Every role has their own interface and experience. Developers are using cloud or codeex or other tools. Sales teams are using co-pilots. Security and engineering time might be building and running new custom agents. Every one of them is an example of AI that can think but none of them can act across the enterprise on their own. And that what takes a system of action to

So today we're announcing ServiceNow Action Fabric. Wherever AI shows up in your enterprise, ServiceNow is the platform enabling it. The full power of this platform is now exposed for AI to use, including flows, business rules, approvals, SLAs, audit trails, and compliance. Any AI now can call this through REST APIs, MCP, or agent-to-agent protocols. And every call inherits the same context and governance on this platform. And one of our first launch partners, Anthropic, is putting this to work today. Claude Co-work connects directly to our governed system of action, bringing enterprise execution into the tools employees are already using today. And this partnership is just one example of what ServiceNow Action Fabric enables: the platform that lets workflow act for every AI in your enterprise. And there's one more place workflow needs to act inside your workforce. And to show you what that looks like today, please welcome Holly.

Thank you, Amit. For 20 years, our customers have been at the center of everything we do. And now more than ever, we recognize the need for reinvention and business reinvention. That's why we at ServiceNow have more than just AI that thinks. We have workflows that act. And something we've noticed is that there's no immediate place more ripe for reinvention than legacy CRM. So we're taking it to a whole new level. Let's take a look.

We absolutely cannot innovate using manual processes. Right now, the cost of losing a customer is higher than ever.

The ability to connect all of the people in different functions, all the systems behind those functions into a single coherent platform. The ServiceNow CPQ solution allows us to really design a very tailored and custom-made experience.

It's allowed us to unlock innovation much more quickly. We've been able to completely modernize how and when a technician is dispatched.

With ServiceNow, we've been able to provide a centralized knowledge base for our agents to work on the more complex issues our customers have.

Resolution time was about 26 days. We're now down to 5 days. We've been able to get rid of 13 different software platforms overnight.

We have three goals: productivity, customer experience, and efficiency.

We're doing that all on a single platform that's fully integrated to enable autonomous agentic AI.

We are not going to mess around when it comes to CRM. As you can see, Autonomous CRM brings together sales, service, order fulfillment, and customer success, all on a single AI platform. On the sales side, Autonomous Sales CRM is already delivering for our customers. CPQ, what you just saw in that video, is the fastest growing product in our CRM portfolio, already processing more than 7 million transactions every month. With autonomous quoting and conversational sales capability, reps are spending more time building quality relationships with their customers and less time updating the same fields over and over again. With Autonomous Industry CRM, we're building purpose-built workflows for every single industry represented in this room, from telco to banking to technology to manufacturing to healthcare and more. And on the service side, we put Agentic AI to work across every single channel of your business. It understands intent. It applies business rules. And it either resolves or routes issues before a human agent ever has to get involved. That's autonomous CRM. But the challenges that enterprises are facing today are so much bigger than just CRM. The most talented people in every organization in this room are spending too much time on work that they never should have been doing in the first place. Mundane tasks like triaging tickets or updating incidents, routing approvals, or chasing down the same issue over and over again across a ton of disconnected systems. It's a workforce design problem. But we have the solution. Earlier this year, we announced the autonomous workforce where AI specialists don't just complete tasks. They execute specific roles end to end. They work alongside your teams. They follow your processes and they improve and get smarter over time. The first AI specialist true to our core that we launched was in IT service management and the results have been significant. Customers like DocuSign and Honeywell are already deflecting the majority of the requests, resolving issues in seconds and getting to value immediately. Here in our own backyard at ServiceNow, when we put our IT help desk agent to work, we are resolving cases 99% faster than the human agent equivalent. Today I'm thrilled to share that we are expanding our autonomous workforce with new AI specialists across the entire enterprise from CRM to employee experience to risk, security, and core IT. For example, we have a case management AI specialist for customer service as well as a risk and vulnerabilities specialist for security. Each single specialist has a defined role, a clear set of responsibilities, and an understanding of how your business actually operates. They will execute complete workflows in seconds, grounded in your enterprise data, governed by your policies, and with a full trail of auditability that they leave behind in every step. AI specialists will slot into your existing teams, working just like bringing on another new team member. And once they're assigned, they take it from there, understanding requests, applying business context, and executing the work from start to finish. Every specialist runs with the same governance framework that's protected our platform, processing now more than 100 billion workflows every year, and they're secured by the same access controls as human workers. For years, enterprises have been building workflows, refining policies, and investing in the ServiceNow platform. And AI specialists take all of that institutional investment, everything that you and your teams have been building on this platform for decades, and they activate it at a speed and a scale that simply was not possible before. And we're not stopping. We're continuing to release new AI specialists across every corner of the enterprise because we are here to help you build the Agentic business. And right now, we get to see it in action. Please join me in welcoming to the stage Amy, our chief experience officer for a live demo. Amy, take it away.

All right. Thank you, Holly. AI specialists are autonomous team members modeled after a role in the business like a service desk specialist with the specific skills to complete the tasks that that role typically performs. So, this is a massive help to a team that might be stretched too thin and drowning in high volumes of repetitive work. Let's look at how these AI specialists can transform how work gets done at FedEx, shouldering a ton of work that could overwhelm the team. So, imagine that I'm an IT service desk manager at FedEx and my dashboard today, frankly, it's not looking good. It's not good at all. So, backlog status is way up. CSAT is dropping down. My team is not able to handle the work that's on their plate. This is not good. So, there's a great promotion here on the right hand side though that says there's an L1 IT service desk AI specialist that might help my team. Now, I'm not totally sure how this is going to work. So, I'm going to go in and ask Otto how this service desk specialist will really help. Otto immediately gets to work using agentic AI to perform a quick analysis on how this AI specialist works. And right there, it actually generates a profile card telling me all the details that need to build my trust that this is the right solution to solve for my team. The eval scores are at 85% accuracy and it would offload nearly 2,000 incidents a year, saving over 3,000 hours. That is incredible. I look through the details. I can see the specific skills are already toggled on. And I can also see that if a case gets too complex, it'll get escalated to a human who can handle it. This builds my confidence. So, I'm going to go ahead and activate this AI specialist. Absolute no-brainer to add that to my team. So, once activated, the specialist is assigned to my team instantly, and I have full control to adjust the settings or deactivate it at any time. Okay, we're going to fast forward in time here. Imagine a few weeks have passed and I come back to that same dashboard. I can see the backlog status has dropped significantly. CSAT's in a great place and overall my team is handling things in a timely fashion and I can see that IT service desk specialist is right there alongside my team helping do the work. So I want to go in and really examine its performance as an individual. So I'll go in here and ask Otto to show me how the performance is going here. And again, Otto gets to work. It's looking at the specialist activity. It's pulling up metrics and it's summarizing exactly how this AI specialist is helping my team. I can see its individual CSAT. I can see the SLA on its incidents. And I can see that it is fantastic. It's doing a great job. It's actually offloading 52% of the inbound work hitting my team. More than half autonomously while human agents focus on the work that really matters. Okay, I still want to see how it's doing this job. So, I'm going to click into an incident and open it up. And again, I can see exactly the steps that this AI specialist is taking, which gives me an audit trail in case I need to investigate how it completed the work and ensure that it took the right steps. All right, this is really exciting stuff. I'm so thrilled that we can bring this to our customers. And like you can see, this is the future of work. So, it's not just AI that assists, it's AI that acts and resolves, delivering real business outcomes. All right, I'm excited to welcome Nick back onto the stage. I think he's going to win best dressed. What do you guys think?

Oh, that's very kind of you. Thank you, Amy. Love to see the product. I forgot to mention before, happy Cinco de Mayo, everybody. Chris Batty is our chief customer officer. Where's Chris? He's sitting right here in the front row. Stand up, Chris, so everybody can see. If you take a selfie with him, he will buy you a margarita. That is not an authorized offer, but I think you should do it anyway just because he will hate it. Bill has another special guest that I think you will be excited to hear from. I don't think there are many people in the context of technology, artificial intelligence who literally do not need an introduction. But the gentleman that's coming out with Bill right now is one of those people. So I will simply say this. Please give a warm K26 welcome to the founder, president and chief executive officer of Nvidia, Jensen Huang.

I want my ServiceNow.

So I'm just going to just stand together on the stage. I'm going to step over here so people can take the photo they want. You got that? Okay. All the phones are up. Yep. There was never a third guy. There's no need to clip it. Okay, Bill. You and Jensen have a, I think, a great professional relationship. You're also friends. What does it mean to have him back at Knowledge?

Let's talk about ServiceNow, shall we? So, on that note, Jensen, the talk was all AI. Now, everybody's trying to operationalize AI. So, there's one version of the ServiceNow-Nvidia relationship that we could bring up on the screen, but that's not the only way. What do you think about in terms of the problems that together ServiceNow and Nvidia are helping the organizations in this room solve challenges?

We've been working together for several years building up to today. If you look at the last couple years, the first time I came on the stage, the world had just introduced generative AI. The ability for AIs to be able to generate output text to text, images to text, text to images, images to video, right? All kinds of different ways for us to generate. But the thing that really teed up today was the ability for the AIs to generate thoughts so that it can think, it can reason, it can plan, come up with the ability to use tools. That setup led to today. You know, generative AI generates information, but ultimately what we all want to do is to do work. What has happened in the last several months is that agentic AI has arrived. We now have the ability for AIs to be able to understand us, understand our intent, understand context, what's happening, what the bug is, what the problem is, reason about what the solution will be, use tools to solve it, and then do the work. And so here we are a couple of years later and now agents are literally everywhere. Our company has agents all over the place. Everywhere from DevOps to software coding to customer service. Of course, we use ServiceNow to support all of our employees. We've cut the amount of employee intervention, any employee support issues, by two-thirds. Two-thirds of the time no longer needs any humans to support them. All of the chat bots and all of the Q&A and questions that our employees have are now backed by ServiceNow and behind it is an Nvidia AI called IQ. And so we've been working together on this platform and it's becoming more and more agentic and so today's announcements are really a big deal.

So Jensen, one of the pieces of advice I think everybody in this room would love from you is they're all thinking about how do you scale and deploy AI safely? Bill talked earlier about the things AI can do for your business, also the things AI can do to your business. How would you characterize the organizations that succeed on the safety question versus the ones that fall behind?

Well, we use Claude Code and Codex throughout our company. And the first thing that we've done is that we had to create a sandbox so that we could keep these agents, because these agents have the ability to access information. They can communicate. They could take action. And so we have to treat it really like a human. And so the first thing that we do is we put it into a cocoon, if you will. We call it a sandbox that allows us to insert policy into this sandbox. This sandbox will then execute the policy. We call that Open Shell. And we partner with ServiceNow. ServiceNow is now implementing Open Shell into your platform. And so now you have these sandboxes that are secure. It obeys the governance of whatever we would apply to the agent. And so now you have human agents, you have AI agents and they basically govern the same way. They have access control, they have network control, they have access to tools and information according to their roles and responsibilities. And so this entire system is built into what ServiceNow calls ARC, your safe enterprise agentic OS. You know, I said two years ago that ServiceNow is essentially the AI enterprise operating system and that is really coming true. You know, it started out being the human operating system for enterprise and so now you become the AI agentic operating system as well. Just so you know, we put that on bumper stickers and we've handed them out everywhere.

With your quote. That's... Oh, is that right? Oh. Oh, yeah. We love that. We love that. Okay. Before we let you go, one more piece of advice for this crowd. You're on stages all around the world talking about AI. You were so patient. You saw the moment coming, but no one else did. And now we're in this phase where there's so much, there's just so much. What advice do you give to other CEOs, to other business leaders about seizing this moment of opportunity with respect to AI broadly speaking?

Well, for enterprise, I think the time has come for us to use AI to do work. And a lot of people think that AI will of course change jobs. Some people are concerned that AI will destroy jobs. But the first thing that we should all understand is that right now AI is doing nothing but create jobs. If you have great ambition, more ambition than your company can possibly do, then AI is going to help you realize your ambition faster than ever before. And so for all of us, once you start using AI you're going to realize that it's going to empower your employees tremendously. I've got all of my employees now using agents and they're busier than ever. And the reason for that is because now they're freed up, elevated to go solve the problems they want to solve, pursue ambitions like you've never known before. Our expectations are sky-high now. What used to take months, we think should take days. What we thought could take years, we now believe we can get done this month. And so you want to elevate your expectation. You want to elevate your ambition to go after more. AI is a five-layer cake. Energy sector, the number of jobs is going crazy. The chip sector, you could see the number of jobs, plants, fabs, computer factories being built all over the world. The infrastructure layer, land, power, and shell creating jobs like never before. This is a brand new industry. And then on top of that are the AI models. And on top of that is where ServiceNow is, the application supporting enterprise. Every single one of these layers, we're seeing extraordinary growth. Every single one of them. And so I think the idea of AI, the stories of AI really have to be retold in the context of this five-layer cake of this whole new industry. And the way that leaders should think about AI is not just when they think productivity, you think productivity and therefore cost reduction. I think you should think productivity and therefore ambition elevation. Instead of reducing, you got to redeploy, rethink about how your employees are used and go after more. And so that's the way I would think about it. I would ask your employees to engage agentic systems all over the place, use ServiceNow agents wherever you can. And of course we're going to build these agents in a safe way. We have the benefit of Anthropic and OpenAI building frontier models that have tremendous rigor. We now inside our companies will have to deploy these agents with ARC running Open Shell so that they're safe, secure, have access to the right information. And once you deploy that, your employees are really going to get empowered and the culture change, the sensation inside the company is really something that you've got to experience. In our company, all of a sudden, the velocity just went crazy. The number of just all of the people sharing best practices, showing people what they've done yesterday or just a second ago. It's really quite exciting. And so, I would encourage everybody to engage the agentic AI era.

Love that. Bill, I'll give you the final word.

I came because I want my ServiceNow.

Thank you. Thank you both. Let's watch this video.

A new wave of AI has arrived. AI can go beyond answering what's and how's and help do. When enterprise service operations see a spike in ticket volumes, backlogs grow, response times slip, actual work must be accelerated. At ServiceNow, AI agents take on specific roles to handle service tickets from start to finish. Let's take a look. First, specialized agents, each with a unique skill, are set up and put to work. As tickets come in, case agents check the details and screenshots, then pass the context to Nvidia deep research agents. Triage agents look through past fixes, similar cases, logs, and guides, pinpointing the issue, and finding the best way to fix it. Resolution agents confirm the root cause, apply the fix, and update the case record. When escalation is required, engineers receive a fully prepared case, including analysis, logs, and recommended actions. ServiceNow agents are built on a system of models including Claude Frontier models, ServiceNow's Apriel, and Nvidia Neotron using the Nvidia AIQ blueprint to build agents that harness intelligence from data. The data is clear. 90% of tickets are resolved by autonomous agents, freeing engineers to focus on the hardest problems.

Please welcome Bob and Shaw to the stage.

Wow. Coming on stage after Bill and Jensen kind of feels like going on after the Backstreet Boys at the Sphere. Look, I want to start by saying I am so grateful to be here. As the founder of Moveworks, I've sat where many of you are for years looking from the outside in and the team and I have finally joined forces with ServiceNow. So, I want to say that we are all so ready to serve all of you. Thank you. Over the last three years, every vendor has been rushing to ship their own AI. Employees are stuck navigating a maze of co-pilots and tools just to get basic work done. So it's impossible to start and finish work in the same place. That maze, however, ended in February when we launched ServiceNow Employee Works. For those that don't know, Employee Works is the AI-powered front door for all your employees to get work done. And the idea is that it not only works across ServiceNow, but it works across all systems that your company runs like Workday, SAP, Coupa, and hundreds more. Now, this isn't a YOLO approach to AI, right? This is probabilistic reasoning and deterministic workflows coming together to reason through problems and resolve real issues, all the while preserving predictability, reliability, security, and visibility. Plus, we all know that some workflows are ones that require a human in the loop. And when that's the case, Employee Works can handle that as well and make that happen. Now, the cool thing is over 6 million of your employees today are already leveraging this tool to get work done. And so, we thought, why not raise the bar and supercharge this front door today with all of you here? So, I'm excited to bring Amy back on stage to tell you more about this.

Bobin, it is so great to be here with you in this moment and share this with our customers today. We've been laying the groundwork for this for years, really, huh?

Yeah. Look, and now that the groundwork is laid, we can move extremely fast. You know, my kids would call this integration maximum. So today we're bringing together the combined intelligence of Moveworks with Now Assist into one unified AI experience built to get work done end to end. And that's not all. Everyone meet ServiceNow Otto. This is a new way to put AI to work. Roll the video.

Otto reaches across hundreds of connected systems, activating plugins, workflows, and AI specialists to get work done, all the while being governed by your policies and grounded in your enterprise data. And Otto is also the execution layer across all of ServiceNow, including the AI control tower, IT, CRM, and beyond. And the first place you're likely to meet Otto is through Employee Works.

Look, this is huge, right? No YOLO here. Just getting work done. ServiceNow is the only company that can deliver on this because for 20 years, we have been mapping how the enterprise actually works, right? You think about the context behind the work, the structure around the work, the approvals and compliance that govern and protect your work and most importantly the people who ultimately do the work. That is what ServiceNow understands better than anyone.

That's right. That's right. So, Otto brings all that understanding to the experience. It knows your people are employees on a journey, each with their own job, location, team, and context that's specific to them and your culture. And that's the difference between an AI tool and an AI platform. And that difference is helping enterprises drive incredible business value.

So true, right? This end-to-end experience has reduced 50% of the live agent chats at CVS Health and 80% of the inbound work for the team at Honeywell. Amy, I think it's time that we actually show them some of this magic. So, I'll let you take it away.

All right. Thank you, Bobin. I can't wait. So, we're going to take a look together at Otto inside of Employee Works. Now, for a distribution manager at FedEx, that means managing real-world complexity. Volume spikes, staffing, operations, all in one place. And this experience reflects that. Everything that matters is organized here, powered by workflows and data across ServiceNow and your enterprise systems. Now, you guys may know Mother's Day is around the corner. And with the Mother's Day surge on my mind, I want to make sure if we are prepared at FedEx, if you're not early, you're late. And I don't want to waste any time digging through data. I simply ask the question, how are we trending today for Mother's Day compared to last year? Otto gets to work reviewing the surge plan for the Memphis hub, checking staffing and coverage for the increase in volume, looking at supplies and devices, and assessing our capacity. Now, just like that, Otto delivers a comprehensive surge readiness brief. On the right, I see key metrics at a glance. And here's the issue. We have a 37% staffing gap, and I only have 3 days to close it. Here's Otto's recommendation. Hire 25 seasonal workers for May 9th to 11th. Now, that is a tall order. However, the requisition looks like it's ready to go. It looks like we could have them onboarded by May 8th. So, let's do it. Now, here's where it really gets powerful. The assistant brings the auto-completed requisition to me, filling out the justification to meet the policy requirements, taking countless steps and the busy work off my plate. So, I review, I confirm everything looks right, and we'll submit it. So, Otto is going to continue its proactive help, and it recommends blocking time for these interviews on my team's calendars. So, I jump into Otto's calendar assistant, purpose-built for this task, alleviating the headache of booking all of these interviews. The calendar assistant blocks time on calendars and sets up an AI agent to handle the inbound requests for these interviews. Otto knows the interview process and even sets up a debriefing session at the end of the week so we can finalize our decisions. This is a new way to work. Otto did not just tell me how to do it. It did the work for me, following our policies and our processes across enterprise systems all from one place. And Otto even generated this awesome hiring tracker for me. So, I'm going to pin that to my canvas. My canvas is my personalized dashboard where I see everything that matters to me in my job. With the surge plan in place, interview scheduling, and the team tracking a plan, I'm reminded of something. Mother's Day is coming, and after the surge, I would like to go visit my mom. So, I see a good window to request this time off. And I'll go ahead and do this. Now, I used to wait for days for an approval. But check that out. It's auto-approved since Otto knows it meets all the approval criteria. That is some immediate gratification. Thank you, Otto. And before Bill comes back for his close, we're excited to hear from two companies about how they're driving real results like this with ServiceNow. Thank you, everyone.

It's all about speed and it's all about outcome and that's what ServiceNow has given to CrowdStrike.

We are already delivering more than 30% productivity improvement through Agentic AI.

ServiceNow has allowed us to break down those silos by creating a seamless workflow across the entire organization. Together, Cognizant and ServiceNow are delivering AI you can build and the platform you trust to scale it.