How ServiceNow Integrates Generative AI Into Its Platform With Amazon, Mars, and Starbucks

2023-05-19 16:57:00

In this special “On Location” minute, Tony Uphoff reports from the ServiceNow Knowledge 2023the Cloud Wars Top 10 company’s annual conference. Tony was on-site at the event, which took place May 14-18 in Las Vegas. In this episode, Tony discusses presentations and conversations from the conference around new ServiceNow platform roadmaps, venture strategies, and recent senior leadership hires.

Interested in hearing practitioner and platform insights on how solutions such as ChatGPT will impact the future of work, customer experience, data strategy, and cybersecurity? Then make sure to sign up — registration is free — for Acceleration Economy’s Generative AI Digital Summitwhich takes place on May 25th.

Highlights

00:18 — In the morning keynote that Tony attended, ServiceNow President and COO CJ Desai highlighted the ServiceNow platform roadmap with a focus on customer value and customer point of view, along with some humor and humility, “values that are clearly part of the ServiceNow culture,” says Tony.

01:02 — The platform was presented as an intelligent tool for digital transformation, emphasizing IT automation, digital experiences, and intelligence.

01:16 — Desai included leaders from Amazon, Mars, and Starbucks to illustrate the new generative AI features, including a text-to-code demo that “literally brought a roar from the audience,” Tony says.

01:54 — ServiceNow’s venture strategy was discussed by CFO Gina Mastantuono, SVP of Corporate Business Development Philip Kirk, and Smithpoint Capital partner Keith Block. ServiceNow Ventures, having invested in 45 companies, plans to add another $1 billion to the fund by 2026, with a focus on partners ecosystem investments and vertical industry investments.

02:47 — ServiceNow has been expanding its senior leadership team lately. Tony spoke with SVP of Customer Success Tony Colon, a recent hire, and was impressed with his dedication to customer success and his vision for “Customer Success 3.0.”

03:13 — Chief Strategy and Corporate Affairs Officer Nick Tzitzoon provided insights on the evolution of the ServiceNow platform, stressing the focus on current ITSM platform customers while expanding into other business applications.