The Top Takeaways From ServiceNow Knowledge 2025

ServiceNow Knowledge 2025 was a landmark event, drawing over 25,000 attendees—including customers, partners, developers, and industry leaders—to Las Vegas for three days of innovation, collaboration, and insight. The conference showcased how ServiceNow is transforming enterprise operations through AI, data integration, and workflow automation. From groundbreaking product announcements to visionary keynotes, Knowledge 2025 set the stage for the future of digital business.

Powering Transformation With AI-Driven Data Workflow

A central theme at ServiceNow Knowledge 2025 was the critical role of AI-ready data in driving successful digital transformation. Amit Zavery, Chief Product and Operating Officer at ServiceNow, highlighted findings from the Enterprise AI Maturity Index 2025, which revealed a nine-point decline in AI maturity among nearly 4,500 global enterprises. Despite increased investments in AI, many organizations struggle with outdated systems and siloed data, hindering progress.

However, a group of top-performing companies, dubbed AI Pacesetters, are achieving transformative results by unifying AI, data, and workflows on a single platform. Organizations like Canada Life, Lloyds Banking Group, and Orica exemplify how integrating these elements can significantly improve efficiency and innovation. ServiceNow’s Workflow Data Fabric plays a pivotal role in this integration, providing a cohesive data layer that enables seamless AI-driven workflows across the enterprise.

AI Agents: The New Enterprise Necessity

The evolution of AI agents was another highlight of ServiceNow Knowledge 2025. These autonomous systems are designed to perform tasks and achieve goals with minimal human intervention, making them indispensable in modern business operations. Google Cloud CEO Thomas Kurian discussed the potential of agent-to-agent communication, emphasizing the importance of interoperability across platforms.

ServiceNow’s AI Agent Fabric serves as the backbone of this ecosystem, enabling scalable deployment of AI agents that collaborate seamlessly across systems. Jon Sigler, EVP of Platform and AI at ServiceNow, emphasized the platform’s ability to orchestrate these agents continuously, enhancing operational efficiency. However, the success of AI agents hinges on high-quality, AI-ready data.

Gaurav Rewari, SVP and GM of Data & Analytics at ServiceNow, noted that many enterprises face challenges in this area, often referred to as “data chaos.” To address this, ServiceNow introduced RaptorDB, a high-performance database, and enhanced its Workflow Data Fabric to unify enterprise data, enabling AI agents to function effectively and deliver actionable insights.

Redefining CRM for the AI Era

ServiceNow Knowledge 2025 also marked a significant shift in customer relationship management (CRM). Terence Chesire, VP of CRM and Industry Workflows at ServiceNow, highlighted the limitations of traditional CRM systems, which often lack the orchestration necessary for modern sales processes. He pointed out that while features like a 360-degree customer view are valuable, they are insufficient without seamless automation and fulfillment capabilities.

One critical area in need of modernization is the Configure, Price, Quote (CPQ) process. Legacy CPQ systems are often rigid and slow, creating friction for sales teams and partners. ServiceNow’s new AI-powered CRM platform addresses these challenges by unifying Customer Service Management, Field Service Management, and Sales and Order Management on a single platform. This integration enables organizations to streamline sales, support, and fulfillment processes, enhancing customer experiences and driving growth.

Discover how CRI Advantage can help you turn the innovations from ServiceNow Knowledge 2025 into real-world results with expert ServiceNow solutions.

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Empowering Developers with AI

At CreatorCon, a segment of ServiceNow Knowledge 2025 focused on the developer community, showcasing how AI is enhancing the development experience. Earl Duque, Senior Developer Advocate, and Amanda Joslin, Senior Director of Platform Outbound Product Management at ServiceNow, introduced several key improvements to AI agents that are transforming how developers work.

These enhancements include long-term memory capabilities, allowing AI agents to retain and recall information over time, and expanded integrations with external platforms like Google Assistant. Additionally, AI agents now provide explanations for their actions, fostering trust and transparency. Developers can also leverage auto-generated task prompts and proactive tool suggestions to streamline their workflows.

Further advancements introduced by Samir Diwan, VP of Product Platform at ServiceNow, include a conversational build experience, context-aware agents that understand real-time developments, and enhanced visibility into agent activities. These features collectively empower developers to build more efficiently and confidently, embedding AI directly into their daily toolkits.

Key Takeaways from ServiceNow Knowledge 2025

ServiceNow Knowledge 2025 delivered a powerful vision of the future—where AI isn’t just a tool, but the foundation for enterprise transformation. From major platform innovations to AI agent advancements, the event made it clear that organizations need to embrace intelligent, unified systems to stay competitive. Here’s a quick recap of the top takeaways:

AI-Ready Data Is Non-Negotiable: Legacy systems and siloed data are holding companies back. ServiceNow’s Workflow Data Fabric and RaptorDB are setting new standards for enabling scalable, AI-powered operations.
AI Agents Are the New Enterprise Standard: Agentic AI stole the spotlight, with autonomous agents capable of running 24/7 across platforms. Tools like the AI Agent Fabric and AI Agent Orchestrator make deployment and coordination achievable for organizations of all sizes.
Modern CRM Requires Orchestration: ServiceNow challenged the status quo in customer engagement. Its modern CRM suite—spanning CSM, FSM, and Sales Management—offers sales orchestration, automation, and real-time fulfillment to replace slow, outdated legacy systems.
Developer Productivity Gets an AI Boost: New ServiceNow features like conversational builds, context-aware agents, and task automation empower developers to work faster and smarter without losing control or visibility.
Enterprise Leaders Must Embrace AI Strategy: Whether it’s AI maturity metrics or winning with cross-functional workflows, the clear message was that organizations succeeding today are those adopting AI on a unified, governed platform—just like the AI Pacesetters celebrated at the event.

ServiceNow Knowledge 2025 was more than just a conference—it was a blueprint for what modern enterprises must do to lead with AI at scale.

CRI Advantage at ServiceNow Knowledge 2025

CRI Advantage was proud to attend ServiceNow Knowledge 2025, engaging with the latest innovations and insights that are shaping the future of enterprise technology. As a trusted ServiceNow partner, CRI Advantage continues to provide expert consultation and implementation services, helping organizations harness the full potential of ServiceNow’s AI-powered solutions. Whether it’s modernizing CRM systems, deploying AI agents, or enhancing developer workflows, CRI Advantage is committed to guiding businesses through their digital transformation journeys.