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<v ->Leo, Hartmut,</v>

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thank you for joining us at BCG Edge 2025.

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Hartmut, tell me a little bit about how BCG

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and ServiceNow are partnering

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to deliver AI-driven workflows and processes.

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<v ->It's very important when you talk about</v>

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digital transformation or enterprise transformation,

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it's not only about technology, it goes beyond.

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Together with BCG,

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we unlock the full potential for our customers.

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On the one hand side, relying on the industry expertise

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and the business process knowledge of Boston Consulting.

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On the other hand, also using ServiceNow

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as the digital operating system

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for enterprise transformation.

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Only with that, the customer is able

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to completely reimagine the art of the possible.

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<v ->And we really think of ourselves</v>

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as your end-to-end strategy to execution partner.

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And so working with ServiceNow, we're able to really,

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as Hartmut was saying, reinvent business processes.

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We think of the value from AI and digital transformation

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as coming from either deploying, reshaping,

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or even reinventing

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how we think about business processes.

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And while there's always some value

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in deploying and reshaping,

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the true value comes from the truly re-imagining

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what you can do powered by this technology.

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<v ->Right, Leo, we'd love to hear from you</v>

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about some of the challenges organizations face

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when trying to scale digital transformation.

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<v ->I think the first thing that comes to mind</v>

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is really this disconnect between business priorities

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and technology investment decisions.

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And as a result, you get this misalignment

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of where the energy for the transformation

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is really focused.

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And then as the transformation is underway,

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we often then see a lack of investment in change management

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and driving adoption, which prevents employees and customers

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really being able to fully take advantage

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of the new technology and the new ways of working.

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Hartmut, anything to add?

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<v ->I have one thing actually.</v>

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When I look to transformation,

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I always see a triangle out of strategy,

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structure, and culture.

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And of course you have to overcome

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your structural challenges, which you are having,

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but in the middle, there are the employees, you know?

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And when you look to how a legacy architecture

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is equaling legacy skills in an organization,

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you have to overcome, of course, the skill dilemma.

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<v ->Hartmut, would love to hear from you how and where BCG</v>

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and ServiceNow have partnered together

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to drive outsized client value.

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<v ->We are working</v>

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at a global large insuring company together,

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and BCG on that side is the company

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who drives the target operating model change

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and is the partner for IT and infrastructure transformation.

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On the other hand side, we are a key ingredient for that

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being the platform who enables that transformation

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and that change.

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And we did, I think we are nicely driving efficiency

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on the one hand side,

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but also providing a single pane of glass

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to provide one interface towards the customer

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to leverage then the ease of use of technology

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for the whole organization and overcome silos

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and organizational challenges.

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<v ->I think working together, we've really been able to</v>

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reimagine truly how the operating model

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for this function within the IT

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at this global insurer really works,

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starting from how we manage business intake

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through to the single pane of glass Hartmut mentioned

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for actually managing how work gets done,

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all the way down to the actual automation of processes

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that were previously done fully manually.

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And as a result,

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we've really been able to deliver true value for the client.

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<v ->Leo, Hartmut, thank you very much for joining us today.</v>

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Thank you for sharing your insights

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around our BCG, ServiceNow collaboration.

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(upbeat music)