Two weeks ago, the Venetian Expo in Las Vegas played host to ServiceNow’s annual user conference, Knowledge 2025. This was a highly anticipated conference centered around the latest advancements and innovations in AI in the realm of IT operations and workflow automation. From May 6th to May 8th, 2025, this premier event brought together a global audience of ServiceNow customers, partners, and enthusiasts. ServiceNow has been setting the stage with their Idris Elba commercials about the power AI Agents in IT. At the show the atmosphere buzzed with energy as attendees gathered to connect, learn, and explore the cutting edge of artificial intelligence (AI) and automation. I was fortunate enough to attend and spend some time soaking it all in so in this blog post I will provide an overview of my key takeaways.
A Hub for Learning and Connection
Knowledge 2025 offered a comprehensive program designed to arm attendees with the knowledge and updated skills needed to navigate the evolving landscape of ServiceNow products and services. With over 550 sessions, a sprawling expo floor, and a lineup of insightful speakers, the conference provided a rich environment for discovery and collaboration.
The Iconic Setting: The Venetian Expo
The Venetian Expo, a sprawling and sophisticated venue on the Las Vegas Strip, provided an impressive backdrop for Knowledge 2025. If you have been to this venue, you know how expansive the halls are. Some events like re:Invent pack attendees in to the expo hall. For Knowledge 2025, the hall comfortably accommodated the number of attendees and the extensive expo floor. I always find navigating from booth to booth to be a bit daunting to be honest. It’s easy to get turned around. Beyond its functional capabilities, the Venetian’s unique architectural design, reminiscent of Venice, Italy, adds a touch of grandeur and memorability to the overall experience.
The Central Role of Artificial Intelligence
A central theme resonating throughout Knowledge 2025 was the pervasive integration of Artificial Intelligence across various business functions and products. Many sessions and exhibitors highlighted practical applications of AI designed to enhance efficiency, improve decision-making, and elevate customer and employee experiences. Discussions revolved around leveraging AI to automate routine tasks, gain predictive insights from data, and create more intuitive and user-friendly interfaces. As you entered the expo hall, ServiceNow had a display with little plaques you could put on a stand. The software would detect which plaque you had placed and tell you a little about that AI solution and what it solves. It was a new and innovative way to explore the various solutions on display in the expo hall.
Innovation on Display at the Expo Floor
The expo floor was a vibrant hub of activity, showcasing a vast ecosystem of ServiceNow partners and their innovative solutions. Companies like Palo Alto and Juniper demonstrated AI-powered solutions integrated with the ServiceNow platform, revolutionizing monitoring and troubleshooting on their own platforms. The idea is a user gets a ticket in ServiceNow and using natural language can gather information about Palo Alto firewall policies and Juniper Mist wireless data right in the ticket. This allows level 1 IT staff to do more advanced troubleshooting in a much more automated fashion. Attendees had the opportunity to witness firsthand how seamless integration and AI-driven automation can optimize workflows and drive tangible business value.
Elevating Experiences for Customers and Employees
Beyond the technological showcases, Knowledge 2025 also thoroughly examined the human aspect of modern IT. Sessions scrutinized strategies for enhancing the experiences of both customers and employees. For customer service professionals, the emphasis was placed on leveraging technology to facilitate seamless self-service options, develop extensive knowledge bases, and empower agents to expedite issue resolution. For HR professionals, the focus centered on solutions aimed at optimizing HR processes such as recruiting, hiring and onboarding, augmenting employee engagement, and employing AI for talent development and workforce planning. Knowledge 2025 additionally presented several innovations targeted at Finance teams.
Key Takeaways and Future Outlook
Throughout the three days, attendees had ample opportunities to network with industry peers, connect with experts, and gain valuable insights into the ServiceNow platform and its vast capabilities. The diverse range of sessions catered to various roles and industries, ensuring that everyone could tailor their learning journey to their specific business needs and goals.
In conclusion, Knowledge 2025 at the Venetian Expo was a resounding success, providing a comprehensive and engaging platform for exploring the future of work. The strong emphasis on AI integration, coupled with discussions on digital transformation strategies, customer and employee experience enhancement, and security, underscored the critical role of platforms like ServiceNow in driving innovation and efficiency across organizations. Attendees left Las Vegas equipped with new knowledge, valuable connections, and a renewed sense of how technology can be leveraged to take their work to the next level.
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