As an Elite ServiceNow Partner, Knowledge 2025 gave us insight and understanding into how the platform is changing. From visionary keynotes to cutting-edge launches and hands-on sessions, the event offered us a front-row seat to ServiceNow’s bold roadmap.

Throughout the week, our team immersed themselves in expert-led sessions and peer discussions. It was also a great chance to connect with many of our customers and showcase the possibilities that ServiceNow can unlock. We returned inspired, sharper, and more focused than ever on delivering value.

Key Highlights from Knowledge 2025

The New CRM Era - the future of customer relationships is here.

The major announcements of Knowledge revolved around ServiceNow’s next-gen Customer Relationship Management (CRM) platform.  

This AI-native CRM is designed for seamless, end-to-end engagement, helping to streamline interactions and drive business growth. With built in AI, it enables real-time empathy at scale, reimagining how businesses manage customer relationships. The acquisition of the Logic.ai will enhance AI-driven solutions within the CRM, enabling smarter, faster and more personalised experiences.

ServiceNow’s vision for this transformation is clear: simplify CRM, cut the admin burden, and empower employees to focus on what they do best.

The Next-Gen AI Platform - ServiceNow’s AI twins, orchestrators, and control towers - a triple threat for business transformation.

Knowledge 2025 also unveiled ServiceNow’s Next-Gen AI Platform, a unified system that embeds AI across every enterprise function. This platform it isn’t just about automation; it’s about driving true transformation by blending AI, data, and workflows into a seamless experience.

Key capabilities include:

• Personal AI Twins for individualised AI experiences

• Augmented Workflows that speed up time-to-value

• AI-Driven Data Fabric, with real-time intelligence that connects data sources, powered by the newly announced Workflow Data Network

• The AI Control Tower for governance and management of AI at scale

• The AI Agent Orchestrator to coordinate AI agents across the enterprise

• And the acquisition of data.world, enhancing data catalog and governance solutions for the AI era

This platform isn’t just smart, it’s strategic. ServiceNow’s AI platform is designed to integrate with any system, ensuring businesses stay agile and responsive.

Looking Ahead

The main lesson we took away from Knowledge 2025 is embracing AI isn’t a distraction from business goals; it’s the way to achieve them. ServiceNow’s AI-powered roadmap unlocks new possibilities for businesses.

The Konversational team returned from Knowledge 2025 energised and ready to help customers turn today’s innovation into tomorrow’s competitive edge.

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