WEBVTT

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- One question that we get from customers

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is how do they really
drive to value end-to-end,

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across business silos
programmatically stitching together

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different parts of the business,

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from sales all the way to delivery?

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What are you seeing in terms
of what really differentiates

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customers who are able
to achieve real value

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from those that are still stuck in POCs?

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- At ServiceNow, we've been
doing workflows for a while,

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and as you might imagine,
we've thought a lot about

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how are we making those
flows more agentic,

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how are we inserting AI
specialists to do work?

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Part of the business that I'm in,

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we run a program called
AI Agent Acceleration,

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where we spend time with customers,

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helping them with use case definition

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and then taking that use case
into engineering, into QE

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and then ultimately into production.

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And what we find is

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the real make or break is

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how clearly you understand the use cases

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that you're making agentic

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and what are the outcomes you're
looking from that use case.

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- Different industries,

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they tend to move at different paces.

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Where do you see kind of
companies or industries

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able to move at a faster pace
and get to value more quickly

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versus places that are
kind of still maybe stuck,

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balancing risk or unsure
if they're ready to invest?

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- What we see across industries

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is we see every industry accelerating

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toward AI-oriented use cases,

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but a lot of it goes back to

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how clearly do they understand

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the use case they're tackling.

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So we do a lot of work with retailers

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around store operations and how
to make the store operations

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or task management for a
store associate more agentic.

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We'll work with automotive companies

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on a warranty process or a recall process.

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How do you agentify
that as it hits the OEM

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or hits the supply chain?

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And then similarly, as we think
about technology or telco,

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specific use cases typically,

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or where the customer is
accelerating into value.

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- You know, we've mentioned
agentic a few times.

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I think as companies do
more agentic implementation,

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the level of abstraction
between the oversight

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and the actual work being done increases.

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So how do you see companies

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balancing this desire to
move fast and drive to value

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with the continued need

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for governance and humans in the loop?

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- What we have seen and kind
of pivoted to recently is,

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wow, there are a lot of builder
tools in the market today

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compared to where we were three years ago.

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And so we have opened up our builder

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to allow customers to build in a Cursor,

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for customers to build in Replit,

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but then get to production

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through the ServiceNow builder capability.

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And getting the production
through the ServiceNow builder

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ensures that you're picking up

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all of kind of the compliance
rules and rails, if you will,

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from the ServiceNow platform.

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So you're able to move fast

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and get to production

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with a bit more confidence
from a security perspective.

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And then also we have AI Control Tower,

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which then can see all of the AI agents

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that are going through that builder

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and then you can begin
to manage those agents

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and think about what type of
rules does that agent have

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around things they can or cannot access.

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And you can begin to measure
agents like you would humans,

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meantime to resolution,
customer CSAT, et cetera.

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- That's great.

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Thank you so much Blake.

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- Okay.
Great to see you here today.

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- Great to be here.