Key Takeaways From The Knowledge 2025 ServiceNow Conference

Last week, I was excited to attend the Knowledge 2025 ServiceNow conference in Las Vegas, USA. In the 10 years since I have been specialising in recruiting ServiceNow experts, ServiceNow has transformed into a leader in enterprise technology and is now making successful strides in AI.

As such, I couldn’t wait to attend the Knowledge conference now that I have my own specialist recruitment business, which has a key focus around digital transformation projects that often feature ServiceNow products. I had a fantastic experience reconnecting with familiar faces, making new connections with some great tech professionals and business owners in the industry, as well as attending some great keynote speeches and talks.

Stand out speakers

In my opinion, this Knowledge conference was the best so far and there were so many keynote speakers and break out sessions with industry leaders that were truly thought-provoking and inspiring.

However, the two speakers that I want to give particular recognition to are Joe Davis (Executive Vice President, Platform Engineering and AI Technology at ServiceNow) and Gaurav Rewari (Senior Vice President and General Manager, Data Analytics at ServiceNow).

Joe Davis delivered a fantastic live demo on the ServiceNow platform where he built a fully functioning AI Agent, assigned it a task and was able to show its ability to automate complex workflows without writing code. The far-reaching consequences of this technology could mean that intelligent automation will become widely accessible to laymen rather than just developers. I really enjoyed this demo and was amazed by what the Agentic AI technology could do within the sector and its exciting potential.

Gaurav Rewari’s session on Workflow Data Fabric was also fascinating. He addressed a common problem within using AI and data around the challenges the technology faces integrating unstructured and semi-unstructured data. This has meant that for Data Analysts, they still have to spend a significant portion of their time cleaning up data for AI to be able to use. However, Gaurav’s innovative Workflow Fabric technology was able to seamlessly integrate data, regardless of whether it was unstructured, semi structured or structured. This will likely have profound implications on businesses that are committed to using AI to help drive data decisions.

Key topics discussed during Knowledge 2025

Agentic AI innovations

Of course, it would have been hard to write a blog about the Knowledge 2025 conference without talking about Agentic AI specifically. This really was a major talking point in many of the keynote speeches and breakout sessions, as well as in my talks with the other attendees.

ServiceNow’s AI control tower was launched at the conference as a technology open to businesses as a means of gaining greater visibility over all their AI agents, models and workflows. The AI control tower gives organisations the ability to govern, leverage and manage their ServiceNow models and AI agents in a central space. With many businesses still questioning the risks of AI as a reason for not implementing the technology, this control tower could help to enforce governance and best practices. In the age of increasing AI regulation, this could be an invaluable piece of kit for many organisations keen to capitalise on AI.

Data readiness

Personally the main topic of interest for me was around Data preparation and readiness. Whilst you can imagine, Agentic AI and autonomous workflows were by far on most people’s lips at the conference, Data is at the core of these innovations.

Despite the innovations within AI, the easiest way of integrating AI within a business’s process is by having clean and accurate data. In my conversations with business leaders at Knowledge 2025, they stressed to me how data is a major area of growth as many realise that before investing in AI, they need to ensure that their data is ready for use.

Salesforce competitor?

At the conference, ServiceNow released their AI-powered CRM, a rebrand of their Customer Service Management platform, which is clearly aimed to rival the industry leader Salesforce. It’s a bold move, for sure, and they are designing this platform to include their Agentic AI technology in order to offer a more intelligent and tailored customer experience compared to other competitor products. By integrating Agentic AI into their CRM platform, ServiceNow is providing users with the ability to use agents to complete tasks autonomously. However, whether they will be able to break into the market with this new platform, or if their focus should remain solely in ITSM is yet to become clear.

There was such an electric energy in the air at the conference, I still feel exhilarated by the energy even a week later. I am excited to see how these innovations that ServiceNow has been at the forefront of will affect the sector and looking forward to working with businesses that are also excited to implement some of these transformations.

If you are searching for a SeviceNow professional or a digital transformation expert, Morela is a change and transformation specialist tech recruitment agency that offers bespoke hiring solutions. Click here to get in touch with our team.