ServiceNow "AI Experience": President Amit Zavery on Strategy, Customers, Pricing

In today's Cloud Wars Minute, I dive into how ServiceNow is
redefining enterprise automation with its new AI Experience
platform.


Highlights


00:15 — ServiceNow has for a long time been
intriguing in the way that it does not necessarily map to or
compete directly against lots of the other major Cloud Wars Top
10 companies. ServiceNow has gone a different sort of route,
everything they're doing from AI and workflows. The company has
taken another big step with a service they introduced recently
called the AI Experience.


00:56 — I had a chance earlier this week to
speak with ServiceNow's President, Chief Product Officer and
Chief Operating Officer, Amit Zavery. Now, one of the big things
that Zavery said is: "Look, just as customers got sort of over
the hump of saying, okay, I've got to integrate all my
applications and my databases and my systems now along comes AI."


01:28 — A concern among customers has been
there's going to be lots of new pieces, and the customer is going
to be stuck in the middle again. Amit said that a key point here
is it [AI Experience] ties together these different data types,
voice, images, data, text, and everything from the people, the
data and the workflows that are happening around the company.


02:28 — Amit further said: "What we want to try
to do here is this automation, happening with AI end-to-end,
across company." So, it's not just the processes, but how the
company works up and down, across the organization, and with
customers and with suppliers. He said: "We're trying to ensure
that customers can use AI to cut technical debt, rather than add
to it."


03:13 — Another big point about this was,
there's lots of productivity, lots of innovation here again. He
said: "Trust has never been more important." He said that the AI
Experience, in tandem with the AI Control Tower from ServiceNow,
is going to give customers the ability to feel very comfortable
that they understand they're on top of where these AI deployments
are happening.


04:28 — And he talks about how ServiceNow being
very open in this platform. He said: "We're finding new ways to
work with the other big tech companies to ensure that customers
get what they want, and that we're not forcing customers to,
again, get into that big game of integration. We want more
innovation and less integration."


Visit Cloud Wars for more.