(hard rock music) - Let's go! Woo! Welcome to Knowledge '24. Are you fired up? (attendees cheer and clap) Are you ready to put AI to work for people? Yeah! - We got 20,000 plus here in Vegas, millions worldwide. And who's ready to have the best Knowledge ever right now? I need to hear you! Love this man, it's awesome. A word about Idris Elba. You know, he took on a project in Sherbro Island, Sierra Leone, because that's where his father is from. And he teamed up with ServiceNow, learned the platform, believed in the culture and is totally authentic, because he wants to build a new smart city with ServiceNow. And he's our champion for innovation. He is our brand ambassador on a multi-year level. Let's give it up for Idris Elba. (attendees whooping and clapping) I'd also like to give it up for you. This community is now an absolute global powerhouse. What's in this room? 8,000 plus enterprises representing 150 million employees. The economic value of your businesses exceed $20 trillion. Last year alone, you executed 23 billion workflows and you automated your businesses and made your companies transform through digital transformation. When you work, the world works. Thank you very much for your trust and service. Now let's give it up for this team here. (Bill claps) So why are we here? Because ladies and gentlemen, in every business, in every industry across the world, every single business process, every single workflow will be re-engineered with generative AI. This is a renaissance in the information technology industry. It's a once-in-a-generation moment, and you are the leaders that get to move us forward. A lot of people are worried what happens to jobs? You know, the Time magazine ran an article in 1966 and they said with the advent of computers, 90% of the jobs would disappear and only 10% would remain. And those who would be the senior executives in the states would have to subsidize all the rest, because it would be a welfare state. Don't worry about that. 90 million jobs later, just in the United States alone, technology is transforming the global economy, and we're just getting started. This particular moment is a global renaissance of innovation. We're on the cusp of something really, really big. And we are the culture carriers, and I can tell you that optimism is the only free stimulus that's left in this world. So please recognize that you are the force multipliers. You are the ones that will carry this message forward when you leave Las Vegas to change the world. You know, the expert's great. They make a lot of predictions and I'm gonna give you a couple. IDC says, global economic impact from AI will be $11 trillion in the next three years alone. That's big. Some people could say that's hype. There's a lot of pretenders out there. We're not one of 'em, okay? So I want you to consider this. If you just infuse generative AI for the fulfillers that work in your companies, we will create, just in this audience alone, one billion hours of productivity this year. That's more than hype. That's true opportunity. So I really have a goal that you become the most relevant innovators in the world, because I know your businesses are counting on you. And we are here to help you win the game. And I just wanna hear from you. Like, are you, like, jacked up? Like, really ready to get into this and roll up our sleeves and get to work and put AI to work for people. Because if you are, I have to hear from you this morning. Come on now! So here's the big picture. Five years ago, it was clear that every business had a transformation mandate. Digital transformation, that's what we talked about. And you know why we did? Because there's too many systems. It's complete chaos out there. The processes are broken, the experiences are terrible. People are dealing with soul-crushing work. That's why they don't wanna come to the office, because when they do, they have to swivel chair between 13 different applications on average per day, and it soaks up 30% of their productivity. So why would they wanna deal with that environment? And that's why you gave them the choice, the choice. They finally have a choice to have one single pane of glass, to have one experience layer above all the other systems that even make those systems better. I call this the platform of platforms. And we've made a lot of progress together. This gave us a system of action to automate any workflow in every business, in all the industries out there. And now you're in position to go on this business transformation journey. And here's why the journey is the dream. When Einstein said, "I'm not a genius, I'm just curious. I ask many questions, and when the answer is simple, then God is answering." Think about AI, so much complexity, so many voices, bots, copilots, et cetera. How do we get to simple and put AI to work for people? Here's how. We reduce the chaos to the lowest common denominator of one. ServiceNow is the AI platform for business transformation. It's one pane of glass, one experience later and one automation layer for your company. And now our system of action, this one system of action can put AI in every corner of your business. That's why we're here in Las Vegas, because we have a once in a lifetime shot to be the great simplifiers and do what others couldn't do, or for some reason chose not to do or architecturally can't handle it. But we can. In my book "Winners Dream," I quoted Robert Kennedy when he quoted George Bernard Shaw in 1968 at Kansas University. And he said, "Some see things as they are and say why. I dream things that never were and say, why not?" Why not us, why not now? The only real question is do we have the will to teach people that there is a choice, that they don't have to go on a forced march, that they don't have to live with a half a century of chaos, that in this one moment of time, this group, this collective in Las Vegas today can change the world? Are you ready to do this? Let's go! (audience cheers and claps) So you say who's in? I could tell you this, the CEOs are in. I met more than 200 of 'em individually in the last 12 months, not counting group settings. Don't wanna overstate. They're all in on AI. Their board of directors are saying to them, what's your plan for AI? They wanna know. You know why they wanna know? Because 70% of the soul-crushing work that workers have to do in companies today can be eliminated by technology transformation and AI. I meet CEOs every week, I study every research report, and 82% of them said, AI will be highly disruptive to my business. It'll disrupt my industry. And 93% of them said, I think it can do something very positive for my business and I'm interested. So I'd like you to hear from a fantastic CEO that's running an amazing business and using AI to transform it. Roll the tape, please. It's an exciting time and we are ready to embark on this journey. Today, we are equipping ourselves for tomorrow's challenges. Running factories with 110,000 tons of pasta or 50,000 tons of coffee or 70,000 tons of dried fruits and nuts need to be operated and managed digitally end-to-end. The digital transformation has already taken hold of entire industry and markets and will continue to revolutionize them. (upbeat music) - We have 14,000 stores around the world with billions of customers shopping there every year. We have a leading set of workflows and business industry processes coming from ServiceNow, which we need to execute. We have a new set of high class AI tools which are unused and waiting to get released and to come into the hands of our people. - AI is a superpower for the whole digital transformation. In the near future, we will be able to make more precise forecasts with the help of AI. We will be able to predict which customers in which store and which products they will buy the next day. - Data is the fuel of workflows. It opens the possibilities for AI. But data must be managed and be secure. New AI-based training models will enable us to piece together a logical puzzle from a wealth of data and draw new, meaningful conclusions. Our decisions will improve the customer experience in a more sustainable way and also drive prosperity. - We need smart logistics to satisfy the customer needs and fulfill our promises. All goods have to arrive at the client in time, in temperature, in minimal waste, efficient and sustainable. - This will result in a more efficient way of working and will drive innovation to increase prosperity. - When we talk about so many goods moving around from manufacturing to retail to waste, we should never forget there's only one planet. You see here, one of our products, our water bottle, it's one of 3.6 billion bottles. It's 100% recycled bottle, so one bottle becomes a bottle, becomes a bottle, becomes a bottle. (thunder booming) The world is changing in order of magnitude most of us never have experienced before. And we all tend to try to explain the future. Just put the elements together you hold in your hands and make the future happen today. This is why we count on ServiceNow. - We need to keep three important things in mind. Never leave an employee behind, protect your data. We must ensure data sovereignty in line with our ethical mindset and values. Stay agile, we need to remain flexible and adaptable to meet the challenges of the digital transformation. Mark Twain said, predictions are difficult, especially when future is involved. And having said this, I prefer the elements we hold in our hands to make the world run and to work better. - Thank Gerd, Rolf, Schwartz Group. (attendees clapping) Thank you Gerd, Rolf, the Schwartz Group team. What a company, what a franchise. I'm proud, the Schwartz Group works with ServiceNow. Omar, let's show everyone why Gerd is so fired up to put AI to work for his people. Over to you. - Thanks Bill. Hi, I'm Omar. I'm general manager of IoT Solutions at ServiceNow, and I'm here to walk us through how the Now Platform can transform a business like a bakery. This is Smooth Bake, a nationwide chain of bakeries that bakes fresh goods every day. The wonderful smell of freshly baked treats brings in a lot of customers, but Smooth Bake also has significant operational challenges. Growth at Smooth Bank has stalled. Revenues are flat, waste is increasing, and across their 2000 bakeries, waste of just 25 items a day at $4 each amounts to 1.4 million in losses every single week. Other times, not enough product is baked and they sell out, leading to missed sales and more millions in lost revenue. So Smooth Bake recently introduced a new product across their stores, cake pops. The good news is customers love them. The bad news is that customer demand for cake pops is even harder to predict than with other products. For example, on rainy days, there's not much demand. But on sunny days, they fly off the shelves and stores often run out and customers leave empty-handed. To avoid these lost sales while also minimizing waste, Smooth Bake needs to help their teams make better decisions. So they already have a lot of information. There are data in their point-of-sale system, which tracks revenue and inventory. IoT-enabled ovens track the throughput, and their existing enterprise software holds historical data. They also have IoT people counters that report how many customers come in throughout the day and where in the store they spend their time. They also have other data sources, but all this information is stored in separate systems which don't talk to each other. Now fortunately, Smooth Bake has recently implemented ServiceNow to connect and optimize their operations. They have integrated all their systems and data into a single platform using integration hub. Now everything is connected and they're able to run AI through their data and operations to drive better real-time decisions. Here we have a digital representation of the bakery within the Now Platform. We can see customer flow and where the customers are spending their time. With all this information, the AI in the Now platform predicts what to bake, how much to bake, and when to bake throughout every minute of every day in every store. And now employees get clear guidance that ensures supply while reducing waste. With this new ability to predict demand, we can now use workflow automation to guide employees. Using normal, natural language, Smooth Bake can quickly create complex workflows like this one. In this case, the workflow lets the baker know when to restock the shelf and if needed, what to bake and how much to bake. Most importantly, we are now generating workflows that drive decisions by using data that is being collected in real-time on the bakery floor. In this store, there are only five cake pops left. So the Now Platform sends an alert to the baker to put more on the shelf. Here we see the baker's test management app showing the notification and also trigger in order to bake more cake pops. The AI notices that last Tuesday morning at this time, demand peaked in the local Smooth Bake stores and as the weather improved. And since the weather today is following a similar pattern, the alert tells them to bake a double batch that includes mostly green cake pops, because those have been the fastest sellers. And none of this requires the employee to spend time analyzing the data and deciding what to bake. It's fully automated. With our new workflows, there are no lines. Cake pop waste is down and customers are never affected by stock issues. Whoops, well, we can't control everything, I suppose. Anyways, as we track indicators in our new dashboards, we see more revenue, drastically reduced waste and customer satisfaction is on the rise. So when there are quiet days in the bakery, nothing goes to waste. And when demand is unexpectedly through the roof, well, the AI helps them prepare accordingly. Just like what happened last night when Smooth Bake got an unexpected order for 10,000 ServiceNow cake pops in Las Vegas. So we decided to have a special moment here and we wanted to make sure that you get a cake pop. So please open the package in front of you. Well, you'll see that we were still able to deliver on time, and that's what's possible when we put AI to work for bakers. Thank you very much. And while you enjoy your cake pops, please enjoy the next movie on how every corner matters. Thank you. A 10th of a second, that's the difference. (F1 car engine revving) Just a 10th of a second between the F1 Championship or better luck next year. (dramatic symphonic music) The Aston Martin Aramco Formula One team was born on the racetrack. Our ambition, our commitment, remain the same. Meet Claire Lansley. - There is an intense focus on making every action count. As with any F1 team, the challenges are many. Noise, clutter, the inefficiencies of siloed work. - Our goal is harmony. That's when we are most innovative. And not just our engineers or drivers, that's the focus of all 850 members of Aston Martin Aramco. And it's also the focus of our partner ServiceNow. (gentle electronic music) The Now Platform makes the world work better for every member of the team. And in the future, it has the opportunity to deliver AI to every corner of the organization. - With ServiceNow, we will transform our operations. New interfaces and elevated experiences for employees will multiply productivity. Our employees can make requests, track responses and solve problems themselves. Automation across the organization optimized for working on the go. Our offices, our factory floor, or the track in Abu Dhabi, year-round, over 24 races in 21 countries. That's going to free our team members to focus on the work that matters, finding every advantage. The Now Platform and AI has the power to transform every corner of the organization to help the team push the limit around every corner of the track. - What are the possibilities? How can we get better? We intend to find out. - Woo! (everyone clapping) Thank you very much, Omar, we loved the demo. We are now seeing that the real-time enterprise is possible. In fact, it is here. And second, what a great message from Aston Martin. Think about it. Races are won by 1/10th of a second, every corner of your business, 1/10th of a second. And it starts with the CEO, industry transformation, and extends to every leadership persona, just as we talked about last year, it's business and IT coming together end-to-end, every corner of the business. So let's start today with the CHRO and let's talk about the employee experience. I'm so proud that Warner Bros. Discovery works with ServiceNow. Jennifer, welcome to Knowledge '24. And Jacqui, you take it from here. - Hi! - Let's go get it. - Thank you. - Thank you, Jennifer. - Thank you, thank you, appreciate it. - Go get 'em, Jacqui. - Go get 'em. - All right. - All right, well, thanks, Jennifer, for coming here to Knowledge. It's such a great event and it's even better when we have great customers and friends like you to help us tell our story. - Thanks for having me. - Of course. All right, well, let's get right into it. So Warner Brothers and Discovery, two really important companies that came together with a mega merger in 2022, and you're the chief people officer. So to set the stage, tell us a bit about the biggest challenges you see from the context of human resources. - Yeah, okay. Well, amazing group here today. So Warner Bros. Discovery came together in 2022, as Jacqui mentioned. And if you think about the brands that sit under, and I didn't really understand this until I really started talking to the company, it's amazing portfolio. It's CNN, it's Warner Brothers Pictures, HBO, TNT, Eurosport, HDTV, Harry Potter. I mean, I could go on and on. It's an incredible portfolio. And so what we're trying to do is bring together that group under a one Warner Bros. Discovery strategy and make decisions that sort of make the whole thing work. And we're navigating a generational change. And from a people perspective, how do we have the culture and conditions in order to achieve those goals? So that's really what we're focused on. - It's amazing, and I think we can all appreciate that this is both exciting and daunting to take on. So how did you solve these massive, complex transformational problems? - Well, we're in the middle of it right now. So it's not, we're relentlessly prioritizing. So I think one key thing when you're dealing with something that's massive is to think through. You know, what are the key things we wanna focus on doing and what are the things we need to stop doing. And really, our big focus as a company is how do we attract the best storytellers in the world and be able to tell those stories through various channels. And Max is a big focus of that, our streaming platform. So we've been putting a ton of energy there. And then from a people perspective, how do we create an experience and a culture for our people that's frictionless, that enables them to focus on their best work and get things done in a way that keeps the fun in it, if that makes sense, yeah, - Yeah, it totally does. So as you think about the future and how to supercharge the employee experience with AI, what are you focused on? - Well, I think we have a giant partnership with ServiceNow, and there's a big roadmap that includes IT, finance and HR. And you know, I think that this is incredibly important that those three work really closely together. And we have a chatbot that I love, it's called Ask Sheldon, which is in one of our brands. And so our employees can go into the chatbot and find information and answers very quickly. We're really working to build on that more broadly so that if you think about events and you think about all the different things an employee does, it doesn't matter to them where it comes from. It doesn't matter if it's HR or IT or finance. They just wanna get to it quickly. So we're trying to stitch together this tapestry of an experience for them. And one thing that I think is really exciting is if you think about what we do as a company, I've been talking to ServiceNow about how do they help us supercharge a platform where our employees can go in and get tickets and immerse themselves in our experiences and our content all around the world. - It's amazing, and the thing I think that really is differentiating about this is that you've put your people at the center of this transformation, and it's your culture that you're changing too. And technology is absolutely super powering it. And I think it's a great example for all of us to learn from. So last thing, if you were to give advice, you have a very wonderful captive audience on how to tackle these transformations, what would you say? - Well, I'd say once again, the partnership between IT and finance and HR is critical. We have a group of amazing IT people from Warner Bros. Discovery here today. So a big shout out to them. (attendees clap) That team really embraces this idea of how you put the employee or the person at the center. And so that part is absolutely critical. And the other big piece of advice is have a great implementation partner. Ours is Deloitte, I know there's many other partners in the group and Deloitte's been incredible for us. So those big things really matter. Yeah, partnership is everything. And we were chatting about your relationship with your CIO, who's also had the opportunity to talk to our board and others here. - Right. - It's really a great example. So I can't thank you enough, Jennifer, for your trust in ServiceNow, for your trust and your friendship and our partnership. I love that. - Me too. - And really appreciate your time. So thank you for being here. - And thanks everyone for listening. - Thanks, Bill. - Thank you so much. - Appreciate it, thanks. - Thank you, Jacqui. - Yeah. - I'd like to thank Jennifer and Jacqui. Did they do a great job? Great job. Also to David Zaslav and the job that he's doing at Warner Bros. Discovery to completely reimagine the company. It's an honor to serve. And I'd like you all to remember, every corner of your business, including how you serve your customers, and ServiceNow is making a bold move into the front office. And for that reason, we're very proud that BT works with ServiceNow. Hena, welcome to Knowledge '24. John, take it away. Come on up. Hena, how you doing? You're good? John, you good? - All righty. - Absolutely, all righty. So Hena, thank you so much for joining us today. So why don't we kick it off with you telling us a little bit more about BT, the role there that you have and the challenges you're facing. - Thank you, John. So British Telecoms is the world's oldest telecoms company, as most of you might know. And even today, it is one of the largest telecoms provider in UK. And one part of BT is BT business, which looks after companies from small and medium enterprises all the way up to multinational companies. And I'm the CIO who looks after BT business. My job is to drive the digital transformation for that. Some of the challenges we've been facing is with regards to customer experience. Because of the history, there's a complex landscape, 125 service platforms, 85 monitoring systems, and 76 different processes. This gives us a very siloed customer experience. A lot of manual processes, a lot of tribal knowledge, and essentially, it's not good enough for the customers. - Wow, tribal knowledge, complex landscape, manual processes, never heard of that before. Especially in a global telco serving 185 countries, I think. - So more seriously, can you help us walk us through how you've approached these challenges? - It's been an amazing journey, and I have to say it's been good to have ServiceNow in partnership as part of that journey as well. So we decided to consolidate all of our service platforms onto one service platform with ServiceNow right at the core of service ecosystem. It has been amazing, because it means that as we are implementing AIOps for dynamic remediation, it is all orchestrated through ServiceNow. I also need to thank you about the partnership we have had with ServiceNow on Service Bridge, because it's been amazing to get the customers' ServiceNow instances talking to ours. It's been fantastic, thank you. - And thank you for mentioning that. That collaboration between our teams has been just absolutely fantastic. So it sounds like you've made some amazing progress. Can you share any specific outcomes or anecdotes today? - So we are very KPI-obsessed and I want to talk about some of the KPIs that we are tracking. Customer experience is at the very heart of what we're trying to do. And we have seen significant improvements in NPS. Our mean time to resolve on incidents is been halved, and we've seen 90% improvement in predictability and responses to incidents. But just to give you a view of what's happening, what does this mean for our customers? A worldwide energy company that we onboarded achieved 80% less manual work for support tasks. Another retail and commercial bank has attained 75% end-to-end automation of network and security changes. So the main thing is our customers are telling us that we are making a massive difference, and that's what matters. - Wow, those are some amazing results. And think about that. Those are improvements in KPIs for BT, but also for their customers, their own KPIs. That's amazing. So one last question. What do you see on the horizon for BT? Specifically, how do you see AI come into play? - AI is completely in season right now and we have been doing a lot of things across all our platforms, but today it's all about service and improving customer experience. So one of the things I'll say is we have been experimenting with no assist features on ServiceNow. And some of the results we've seen on specific use cases like, call summarization and knowledge prediction has been very, very promising. And I'm really excited about what it can do for us in the very near future. - Awesome, thank you so much, Hena. Thank you for joining us today. Thank you for the partnership. How about a round of applause for Hena? Bill, back to you. - Great job, great job. Great job, great job. - All righty - John, great job, man. Well done. - Take care, all righty. - So powerful, Hena and John, thank you so much. You're CEO, Allison Kirkby, fantastic. And Harmeen, please give them my personal regards and thank them on behalf of ServiceNow for the great job you're doing and we are doing together. Thank you so much. Okay, we talked about every corner. Now we talked about employee experience, we talked about the front office and that unbelievable customer connection you all need. Now, let's go into a new corner of the office. Let's talk about procurement. Marc, we love HSBC, we're proud you work with ServiceNow. Please, Josh, take it away. - Thank you - Marc, thank you my friend. - All right, so Marc, you run procurement technologies at HSBC. Can you share with everyone a little bit about the scope of your role and what you're trying to accomplish? - Hi, Josh. So thanks everyone for having me today. My role at HSBC is the global head of digital products for procurement. Ultimately, I look after all of the systems, and I've spearheaded over the last two years of strategy in terms of moving from 50 legacy systems to 15 and ultimately simplifying our user and employee experience, automating where possible, increasing straight through processing, and ultimately improving our processes that we have today. The processes have been, as you can imagine, with 50 systems, they've been fragmented. Hard for users to understand where to go, and ultimately partnering up with ServiceNow, we're gonna be able to improve that. We have 230,000 employees in the bank, $11 billion of spend within procurement. Those are big numbers, so small efficiencies can have huge savings in the long run. - Yeah, so it sounds like if you can move the needle a little bit, you can make a huge impact for your company. - Correct. - So tell us a little bit about the role that source to pay operations played in your journey. - So as we've already done with ServiceNow in the bank, HR, IT, more recently legal, and now procurement are looking at using the platform to ultimately create a single front door that is intuitive, doesn't require a huge amount of learning material to try and get it correct. We have multiple systems that people have to log into today just to interact with procurement. Going forward, one single front door will massively help us with that. We've also learned from our mistakes in the past. We've customized solutions. Ideally, we're wanting to move back to out of the box, making sure that we get the best breed out of the product. And ultimately partnering up with ServiceNow and with the work that we are doing within ShoppingHub and the products available in that space, we're starting to develop the solution as it goes. So looking forward to that. - So you're going from 50 systems to 15. As you build that engagement layer where all the employees come, I guess not only do they not have to log into all those different systems, but you could kind of transform underneath at your pace without disrupting or changing the employee experience, right? - Exactly, exactly. - Yeah, super powerful. So really excited to be a part of it. Share a little bit about the results you've seen so far and how it's impacting HSBC, your employees? - Perfect, so over the last nearly 12 months, knowledge has got into a really good place. Before, all of our knowledge material was fragmented across SharePoint sites, probably quite often out of date, which made the user experience not great. So we've moved all of that knowledge material now onto ServiceNow's platform and we're seeing a 95% success rate on all searches. So really improved from where it is there. Case management has also been live for a while and we've seen significant improvements in the operations teams. On top of that, we've just started the deployment of ShoppingHub, and we see this is probably gonna be one of our biggest benefits. We raise 300,000 purchase orders per year and ultimately we expect to see about a five-minute saving per purchase order from what we had in our legacy systems. This results in a 3000 mandate savings for people to do value-add activities going forward. On top of that, already had savings and operations teams, but we expect another 1000 mandates there towards the end of this year. Just bringing in statuses, as an example, we had 8,000 tickets last year just related to people asking, what's the status of my purchase order, what's the status of my invoice, so. - Got it. So that 1000 hours in the back office is deflecting and self-serving on a lot of those kinds of inquiries. - Pretty amazing results. So you've got a great foundation, you're already seeing amazing results in terms of savings, in terms of every employee having a better experience. Where do you go from here? - So plan for this year is to get all of our 56 markets onto ShoppingHub, and we'll continue to deploy that out as we go and improve the solution as it gets going. On top of that, we're gonna start to look at SLA module and how we can bring all of our supplier and risk and performance data onto one single dashboard going forward. It's not something that we've had before and it's really, really powerful for the procurement teams to be able to see that information going forward. So really looking forward to that. I think regarding generative AI- - Gotta talk about generative AI today for sure. - I'm passionate, I think everyone in this room is passionate. It's a key topic, buzzword that everyone's talking about. One of the key focuses we've got at the moment, we're gonna be starting small and then growing on from that, we wanna start to look at large data. So things like contracts, we wanna start to bring that into the tool set. Being able to summarize so that users can see it in one place in a really concise, summarized format. So that's gonna be one of the areas. The request intake process, I've talked about it before, from where we were to where we are now through the ShoppingHub and guided buying. We wanna start to look at agents and how they can improve that going forward. And then ultimately, summarization as a whole. We wanna start to be able to say, okay, get knowledge articles created when we see tickets being raised, et cetera. - Fantastic. - There's huge opportunities in that space. - So awesome results, Marc. I really want to thank you for being here and sharing everything you've done with all of our Knowledge '24 attendees. Thanks a lot. - Thanks, Josh, for having me today. - All right, thank you. - Marc, thank you very much. Great job, great job, man. - Great job. - Now Marc, please go back, tell Noelle, John and Stuart how much ServiceNow loves HSBC. - I will, don't worry. for your leadership, great job. - Okay, cheers, thanks a lot. - So these are amazing stories, and tomorrow you'll see the one and only, CJ Desai, take you through our expanding portfolio. The innovation pace here is unbelievable. Customers last night were telling me the hardest thing about ServiceNow is keeping up with the pace of innovation. That's a high class problem, I love that. So CJ, tomorrow you're gonna take them to the mountaintop, but in the meantime, we have all kinds of new use cases, new personas, new industry solutions. There's just so much happening. And today, I'm gonna give you two of the greatest innovators that we have. They're gonna tell you a little bit about our platform. If you remember, last year I said, the IT strategy is the business strategy, and we designed this platform for the AI future and business transformation. So let's hear from two of our greatest leaders, Joe Davis and Jon Sigler. Let's talk platform guys. Let's go, let's go, man. Let's get this done. - Thank you, Bill. My name is Jon Sigler and I lead the platform and AI groups at ServiceNow. I have been at the company about three years. It's my third Knowledge, and I've been working at integrating AI with platforms for about a decade. - I'm Joe Davis and I lead platform and AI engineering. And I'm kind of privileged to say that this is my 12th Knowledge. So thank you. I'm here in the service of every one of you. I work with Jon and our mission is to create an AI-powered platform that can deliver intelligent experiences and automations into our solutions that really help you. And you heard Bill talk about the AI-first enterprise, so let's jump right into it. There's an architecture that powers that, and we wanna just talk a little bit about that here. So I'm gonna start from the bottom up. At the bottom you have all these disparate systems we've talked about. We integrate those into a common platform that has a data model, a metadata, an API layer and an information architecture that we use as the foundation to build the workflow and intelligence layers. Now in that intelligence layer, we've developed our own AI models, but we're also open, we let you bring your own AI models as well. And at the experience layer, we're omnichannel. And that's kind of a fancy way of saying, we bring the experience to the user in the channel of their choice. And together this architecture really helps us craft intelligent experiences and automations that connect all these systems across the enterprise. So what we wanna do next is talk a little bit more in detail about how some of these architectural layers help people. - Yeah, and as Bill said, there's a common misconception about traditional enterprise in that an employee has one role and talks to one system, but we know that's not true. Take Rebecca, Rebecca heads up HR, but Rebecca has multiple roles. She not only works with HR systems, she manages a very large team. She mentors other employees, she works with customers, so she needs access to multiple systems across the enterprise. Let's look at how the experience layer can help her do that. - So the experience layer aligns to the multiple role concept, and we've designed it so that it's people-centric. It tailors to the individual and not the department. And how do we do this? It's a metadata-driven framework behind the scenes. So when you're configuring a form or a list or the mobile experience, ultimately that's metadata that we can take and run across any channel. The applications share that same metadata. So the experience layer is able to kind of assemble whatever is needed across the entire enterprise from all these different sources and systems and bring a really contextual experience tailored to that individual. So Rebecca doesn't have to jump across different systems, learn different tools and technologies. The experience layer brings a really cohesive experience together for her that understands how she works. - That's great and it's really gonna help Rebecca get to the information she needs for the multiple roles that she has at the company. But the real magic of ServiceNow is automation. Our ability to take action is our secret sauce. So let's take a look at how the workflow automation layer can help Rebecca even further. - You've heard this word before, this is really important. This is, like, the heart of ServiceNow, and this is what really helps us become that platform of platforms that Bill's talked about, that you've heard many times. And you know, there's a lot of systems you need to connect and orchestrate across all of these. We also need to change the technology stack while you're doing that, and we don't wanna break you. And so our design solves for this. And how that works is we've got an extensible workflow technology with really well-defined API and guardrails that can help you scale from the simple to the complex use case. We can do approvals, but you can also do really complex things like, say a customer service case may come in from Amazon Connect, get routed into ServiceNow. Maybe we look up some sales information and SAP. We might look at some payment information and Visa, and when the case is resolved, we might also do a survey from Qualtrics. All of those integrations and those different systems use the same API and primitives to communicate with each other. And that's really how we connect everything across the enterprise, and that is really one of the special sauces of ServiceNow that we really can't highlight enough I guess. - Yeah, that's awesome. We have an experience layer that allows you to go and talk to disparate systems. We have the ability to take action across those disparate systems. But what about intelligence? And as Bill talked about, you can't bolt intelligence on the side of a platform. As Joe showed in our architecture, we build AI into the platform. And that's extremely important, because we can expose that AI in every service and in every product throughout the entire organization and enterprise to every single corner, bringing in intelligence, speed and allowing those systems to work together. To do this, we leverage Now Assist so that every user, no matter what, no matter where they are, whether they're in a portal, whether they're in a workspace or they're in the developer experience, can leverage the AI capabilities of a platform through Now Assist. This is AI done right, this is AI integrated. - And look, ultimately what we're trying to do is have AI and Now Assist that helps people. And when you think about what that is, there's different people that we try to help. We're trying to help people accomplish things faster, be more productive, have a great employee experience and also have a great customer experience. That really is what all of this boils down to when we talk about putting So John, you've been working a lot with customers. Let's talk a little bit about, maybe you can share with us some of the value realization that you're seeing from early adopters. - I would love to, but I think you have a live demo, so why don't you head down, get prepared for that. And I will talk about some of the people and experiences that we've seen thus far with generative AI in the Now Platform. When we look at employees, what we wanna do is make every employee more productive, and we're seeing tremendous results. When we look if every single employee that had access to ServiceNow were to use Now Assist, similar to what Bill said before, we see an incredible result. 450 million hours per year of improved employee productivity, 450 million. And when we look at service and we look at the agents and the operators and the people that are trying to solve problems, we've done work there around summarization, case resolution. We're even doing things like allowing Now Assist to reply to chats and to email. But there's one big thing that we're gonna deliver in the next month or so around knowledge base item creation. It turns out that last year, in 2023, there were 18.5 million knowledge base articles created. And each one of those that were created by an agent from start to finish, took 30 minutes, 30 minutes. With Now Assist creating the knowledge base article for that agent, it goes from 30 minutes to a single click in a few seconds. So if you multiply 18.5 million times 30 minutes, it's a pretty big number. I'm not sure what it is, but it's a big number. It's a lot of savings. Okay, when we look at developers, we've been leveraging Now Assist to do things like code generation and flow generation for a while, but we're not done there. Making developers more productive is extremely important. So you're going to see us do things like, leveraging Now Assist to do things like, generating playbooks or service catalog items. Pretty much any object you can think of, we're going to leverage Now Assist to help in that productivity of the developers. When we look at what we're seeing with code today, when a developer has a relatively short script to write, they're about 50% faster when leveraging Now Assist to help them. As the complexity goes up, they get even faster, 65% faster. And lastly, when we look at customers. And a customer has a problem with an item, they wanna make a return, their service isn't working. They wanna go to a place and they wanna solve their problem, and they wanna solve it quickly. Yesterday, when we did a search service panel, we returned knowledge base article links and links to other things to help them solve their problem. But the problem is they would have to go in to each one of those and try to get the answer to their question. With Now Assist search, not only do we give you the relevant links from across knowledge base articles, we give you the answer to the question. So what might have taken you 10 or 15 minutes to get the answer, we can now deliver in 30 seconds. From the time that you start typing in your question to us going out and getting the relevant articles, to giving you the answer, you're done, 30 seconds. And that's very, very important, and we're gonna continue to focus on that self-service, because if you do not get your answer in 30 seconds and it has to go to a case, it goes to upwards of 22 hours to solve the same problem. But that's enough of talk and slides. Let's see a real live demo. - Okay, so thank you, Jon. Great value realization there from the early adopters. We're excited to share something that's brand new, no one's seen before, it's live demo, so hopefully it works. The scenario that we wanna set up here is really common. I'm an employee and I have a question about my medical deductible. Where do I go to find this? Jon talked about fact that we created 18 1/2 million knowledge articles last year, but this is a medical question. It exists in a system external to ServiceNow, like, SharePoint, and in the traditional enterprise, employees would have to jump across all these different systems, search through links and documents to try to find an answer. We can transform that with Now Assist. It's pretty easy and I'm gonna show you how. So let's jump to the workstation here. There's external connector support with Now Assist. So you can set up these different external systems so that now Assist can power everything across the enterprise. I'm gonna use SharePoint here, but it can really be anything. We've also heard your feedback and we've made this really simple to activate. It's that easy, it's one click in this case, because it's a simple scenario. I'm an employee, so I'm gonna jump to the portal. This is already ready to be used, that's how easy this was. And I'm gonna ask a question about my deductible. Before I kick this off, what we just did was turned Now Assist into an enterprise-wide search system, both internal data at ServiceNow and external data across the enterprise. So let's see what happens when I ask, what is my deductible? Okay, I got a result. What are we seeing here? First of all, I got an answer. I didn't get a list of documents or links. Secondly, it's a pretty concise answer. It's designed using generative AI to give me a dynamic answer based on the question that I have. And the other thing I wanna call out, this document, this came from SharePoint. This is outside of ServiceNow. And if I just open that document, you'll see it's a pretty long document. What you're seeing here is in just a few seconds, we were able to turn Now Assist to be an enterprise-wide system to find answers. And this can really transform the employee experience, the enterprise experience and really save people time. And that's just an example of what we mean when we say put AI to work for people, it's to help you. - Yeah, that's an incredible demo, Joe. And really, we've shown you what it means to work a across the layers of our platform with experience, with workflow and automation and then bringing intelligence everywhere to every corner of the enterprise. And I think this really is, Bill, the AI platform for And you're not alone on this journey. We have one of the best ecosystems in the world and we have fantastic partners. Fujitsu is transforming Japan. Microsoft, Nvidia, IBM, all of these great partners as part of our ecosystem are here this week. So I encourage you to go out and talk to them. And lastly, I wanna throw out to CJ Desai. He's gonna be here tomorrow, 9:00 AM. He's going to give another keynote where we're gonna go even deeper in the platform and the power of generative AI. Thank you, have a great Knowledge. - Great job, great job, guys. I mean it, man, just hang one second. - Thanks. - Great job, Joe. - Is it me or is this like, why wouldn't everybody just do this? (attendees laugh) I mean, help me out here. - Let's go, let's go. - Am I missing something? I mean, seriously. And we're backstage and Joe's like, you know, Bill, telling me a customer story. Yeah, they just upload all the data from these old systems into our RCMDB and everything runs smoothly on an intelligent platform. The experiences are fantastic, and I said to 'em, "Why wouldn't every customer in the world do this?" It's just an awareness thing. You just gotta tell 'em, tell 'em what to do. This is how we win the game. Thank you, guys, just a great demonstration today. (Bill Claps) It's definitely an honor to host you at Knowledge '24. We love our customers. We are such a customer-centric organization. We are truly obsessed with your success. And I really want to get all of your stories and I want all of you to feel that this stage can be yours next year at Knowledge '24. And I'd like to give you a few final thoughts today and hang with me on this one. To get even closer to you and get this community growing bigger and better and faster, we're going to form a new ServiceNow User Group board of directors. And here's the deal. We can call it SNUG, okay? We wanna get close to you and we would like you to nominate yourself or anyone else that you feel would be an advantage for the ServiceNow User Group. We wanna hear your feedback directly. We wanna organize these, like, board of directors meetings where we really get your insight, the nuances, and the things that we can constantly get better at. So if you wanna take a picture of that, you can send your nomination, including if it's for yourself, to us and we will take action on it. Sound like a plan? Let's do it. Now, we're gonna have an iPhone moment together here. A lot of people ask me, what are the priorities? What should I do at Knowledge '24? There's so much to take in. So this is Bill's top 10. You could take out your iPhones if you like, or Androids, whatever you're using. Take a photo of it, and here's my top 10. Supercharge productivity with Now Assist AI. This is a game changer. This is the productivity punch you've been looking for, and we're ready to roll. Predict and respond. Let's predict things before they happen. Let's respond to them before they even happen with ITOM AI operations. Serve your customer anywhere with field service management. Think about new business model innovation. What if you want a direct-to-consumer model and you wanna upsell a service plan? Now with GenAI, we can navigate complexities with field service forces like never before. Serve your customer, that's what this is about. Upskill and inspire with employee growth and development. Listen to me, in the next two years, 70% of the jobs are going to change. They are going to change, and we have to upskill and get our folks ready for this transformation. So not only can we recruit, hire, onboard, train, provide all the services, but now we can really navigate the career path in a GenAI world. Build workflows everywhere with AppEngine Studio. Don't let us have all the fun. You can build the new innovation onto the Now Platform powered by GenAI. Digitize your operational technology. We're going into many manufacturing shop floors now digitizing operational technology, reinventing business processes, supply chains, financial systems. Build multi-year roadmaps. We are here to team up with you for the ages. Let's start with a five-year business transformation roadmap. We have a financial system at ServiceNow. We have an HR system at ServiceNow. We actually have a CRM system at ServiceNow. And we have 24,000 employees that don't know that, because we run the whole company on one platform in every corner of the company. So the now-on-now philosophy where we put together a multi-year roadmap and provide step ins with your business timing and the departments you're looking to transform, let's start thinking bigger. Let's go for every corner of the office together. And co-innovate industry solutions, industries are getting reinvented every day. I have a meeting with a CEO in Davos. We have one conversation over dinner. We talk about reinventing life sciences, taking clinical trials from 6.6 years to 1.2 years with GenAI. They're already live on the Now Platform rocking and rolling. So we can get you up, we can get you running fast and we can rethink industries entirely with GenAI on this AI platform for And unlock the next experience. What experience are you trying to create? Which one have you not taken on yet? Let's do it together, and we will co-innovate with you. And we have to unlock, uncover and modernize every business process in your company. You know why? Because every workflow in every company, in every corner of your company will be reinvented with GenAI. This is not a moment for incremental thinking. This is a moment for exponential thinking, breakthrough thinking. The tech is there and we're ready to help. So what do I wanna commit to you? You have my commitment that ServiceNow will be obsessed with your success. That is what we are here for, to make you a winner and make your companies even greater than they already are. We together, this collective, have to make the world work better for everyone. So the challenge is simple. Let's put AI to work for people. And I'd like to have Idris address you one more time. Idris. - Is it me or his work not working? (gentle music) At least, not the way it could work. Your people are buried in busy work. And you might be thinking, can AI make it all work? (files thudding) Can AI help your people work without all the workarounds? Feel better. Make customer service work the way customers expect? That one. Make your old tech work with your new tech? (door latch clicks) Thank you, and Todd here is wondering, can AI do all of that now? No pressure. It can, on the ServiceNow platform, AI transforms your entire business. Your people work better, your customers are happier. And Todd, well, he's practically euphoric, practically. Because when your people work better, everything works better. So what are you waiting for? Let's get to work. - Idris Elba works here? - Uh-huh. Yeah, he's super nice. - There you have it. So let's go get it, everyone. Have a great Knowledge.