WEBVTT X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 00:03.236 --> 00:05.171 Welcome to Deloitte's From 00:05.171 --> 00:07.207 Insights to Impact video series. 00:07.273 --> 00:09.209 We're absolutely excited to 00:09.209 --> 00:10.310 have Amit Zavery with us. 00:10.343 --> 00:11.644 I'll let Amit tell you a little bit more 00:11.644 --> 00:12.645 about him and then we'll get into it. 00:12.679 --> 00:13.580 Amit, thank you. 00:14.014 --> 00:14.748 Tell me, tell us a little 00:14.748 --> 00:15.448 bit about your role. 00:15.615 --> 00:17.650 Amit Zavery, President, 00:17.684 --> 00:19.519 CPO and COO of ServiceNow. 00:20.020 --> 00:21.788 So in this series, we focus on. 00:22.622 --> 00:24.791 Straight talk with our clients who are 00:24.791 --> 00:26.626 grappling with the whole series of things. 00:26.960 --> 00:28.294 And you, with your experiences 00:28.294 --> 00:30.730 from Oracle, Google now ServiceNow, 00:30.730 --> 00:31.664 there's not too many more people 00:31.664 --> 00:32.899 equipped to answer this question. 00:32.899 --> 00:33.700 So let's start with 00:34.300 --> 00:35.168 the topic on the table. 00:35.168 --> 00:36.703 Agentic AI everywhere. 00:37.103 --> 00:38.638 One of the best things and the worst 00:38.638 --> 00:39.639 things I'm hearing from clients 00:39.639 --> 00:41.508 is they're hearing a lot of talk. 00:41.641 --> 00:43.710 But they're not clear what to do about it. 00:43.710 --> 00:44.611 And more importantly, 00:45.011 --> 00:46.379 what is it, what isn't it? 00:46.679 --> 00:47.847 Especially with your announcement 00:47.847 --> 00:49.549 of Agentic AI and the enterprise 00:49.983 --> 00:51.551 platform version of it. 00:51.951 --> 00:53.953 Would love to get your vision of how 00:53.953 --> 00:55.255 this is going likely to play out. 00:55.255 --> 00:56.022 A hundred percent. 00:56.022 --> 00:57.557 I think that when we talk to customers, 00:57.557 --> 00:58.792 they're of course hearing a very similar 00:58.792 --> 01:00.627 message from so many companies out there. 01:00.927 --> 01:02.429 The difference is the way we think 01:02.429 --> 01:03.930 about Agentic AI and I think why it's 01:03.930 --> 01:05.331 resonating a lot with our customers. 01:05.331 --> 01:07.133 You saw at Knowledge as well, so much 01:07.133 --> 01:08.668 interest because we're talking about a 01:08.668 --> 01:10.537 full end to end foundational platform. 01:11.037 --> 01:12.605 It's part of the platform where we have 01:12.605 --> 01:14.507 capabilities not just about AI Agents, 01:14.641 --> 01:15.975 which of course go and do the task, 01:16.276 --> 01:17.877 but orchestration capabilities, which 01:17.877 --> 01:19.312 can understand intent of the user. 01:19.779 --> 01:21.815 As well as be able to now manage 01:21.815 --> 01:23.116 that in enterprise space with 01:23.183 --> 01:25.452 governance capability and security. 01:25.652 --> 01:27.420 So we have this idea of AI control tower, 01:27.787 --> 01:29.522 which is really what enterprises need 01:29.522 --> 01:31.825 is to be able to manage all that Agentic 01:31.858 --> 01:34.594 workloads and get value out of it. 01:34.828 --> 01:36.729 So once you start investing in use cases 01:36.729 --> 01:38.531 around it, you start seeing a lot more 01:38.531 --> 01:41.401 ability to really get value because they 01:41.401 --> 01:42.836 are doing and finishing the task for it. 01:43.002 --> 01:44.104 Which is where ServiceNow has been 01:44.104 --> 01:45.738 very good at, is finishing the work, 01:45.972 --> 01:47.440 not just giving you information back. 01:47.907 --> 01:49.442 And that has been the big 01:49.476 --> 01:50.643 difference maker for us. 01:50.643 --> 01:52.112 And I think when customers and clients 01:52.345 --> 01:53.313 start thinking about it, they have to 01:53.313 --> 01:55.415 think about it, am I using Agentic to just 01:55.415 --> 01:57.050 get information back or am I trying to use 01:57.050 --> 01:59.185 Agentic to finish the work which somebody 01:59.185 --> 02:00.520 otherwise would've have to do manually. 02:00.787 --> 02:02.455 I think the announcement that 02:02.522 --> 02:04.891 y'all had with us and Google at 02:04.891 --> 02:06.259 Google Next about getting that 02:06.259 --> 02:07.994 Agentic interoperability framework. 02:08.461 --> 02:09.762 Goes right into the space you're talking. 02:09.762 --> 02:10.163 A hundred percent. 02:10.163 --> 02:11.397 Without that, it's very difficult 02:11.397 --> 02:13.333 to really make sure you can work, 02:13.333 --> 02:14.300 because you know the enterprises have 02:14.300 --> 02:15.468 so many different systems, right? 02:15.635 --> 02:17.036 And everybody's now bringing AI Agents, 02:17.036 --> 02:18.972 you have to be interoperating to make sure 02:19.272 --> 02:20.907 the agent to agent communication happens. 02:21.074 --> 02:22.075 And there's a lot of standards 02:22.075 --> 02:23.409 coming out in the industry as well. 02:23.576 --> 02:24.811 So we are really participating in 02:24.811 --> 02:26.412 that to ensure there's a fabric. 02:26.713 --> 02:28.281 Of connectivity across all 02:28.281 --> 02:29.349 of these enterprise systems. 02:29.382 --> 02:30.183 Let me ask you the 02:30.216 --> 02:31.451 simple tactical question. 02:31.818 --> 02:33.853 If I'm a client, what should be my 02:33.853 --> 02:35.788 first one or two steps in this space 02:35.788 --> 02:38.224 as the Agentic reality is playing out? 02:38.224 --> 02:39.058 What should I be doing? 02:39.425 --> 02:40.960 Yeah, I think definitely not wait. 02:41.628 --> 02:41.828 Right. 02:41.828 --> 02:43.796 And we've seen internally at ServiceNow, 02:43.796 --> 02:45.031 we have this idea of now and now. 02:45.131 --> 02:46.065 And I know you guys have seen 02:46.065 --> 02:47.167 some of the results around it. 02:47.433 --> 02:49.369 I think for a customer, a client, 02:49.369 --> 02:50.670 they should first get a good partner. 02:50.870 --> 02:52.906 They should get a good product platform 02:53.239 --> 02:54.941 and start taking some of these use cases 02:54.941 --> 02:58.211 like case management or resolution or 02:58.211 --> 03:00.146 things you might want to do around, say 03:00.146 --> 03:02.982 outcome driven, employee onboarding or 03:02.982 --> 03:05.351 things which are related to a big process. 03:05.785 --> 03:07.320 And take that and put an Agentic 03:07.420 --> 03:09.322 workflow around it, and take 03:09.322 --> 03:10.757 the existing application and 03:10.757 --> 03:11.958 make them Agentic oriented. 03:12.225 --> 03:14.194 Pick a couple of these cases, get 03:14.227 --> 03:16.129 your partner lined up, start 03:16.129 --> 03:17.564 moving down the ones that are 03:17.564 --> 03:18.932 the easier fruits to pick off. 03:18.932 --> 03:20.633 So you're not waiting too long 03:20.800 --> 03:22.602 'cause waiting is where you, cede 03:22.602 --> 03:24.337 competitive advantage to somebody else. 03:24.337 --> 03:24.604 For sure. 03:24.604 --> 03:26.406 You can really be differentiated and get 03:26.406 --> 03:27.707 a lot of efficiency, which you can have. 03:27.707 --> 03:29.676 Improve customer service and 03:29.676 --> 03:30.677 then improve your top line. 03:31.477 --> 03:32.078 Exactly. 03:32.111 --> 03:33.613 Second question, many of our 03:33.613 --> 03:35.048 clients are talking to us about. 03:35.949 --> 03:37.917 Does this apply to my use cases in 03:37.917 --> 03:40.253 my industry, my sector, my vertical? 03:40.753 --> 03:42.322 Talk to us a little bit about your vision 03:42.322 --> 03:44.924 of how ServiceNow is thinking of this from 03:44.924 --> 03:46.859 industry and sector specific mindsets. 03:46.926 --> 03:47.961 As you know, we do have 03:47.961 --> 03:49.596 industry specific workflows. 03:49.596 --> 03:49.896 Yes. 03:49.896 --> 03:50.930 But we can't do all of that. 03:51.297 --> 03:52.865 So the good thing is the platform 03:52.865 --> 03:54.434 which we build at ServiceNow, it is 03:54.434 --> 03:56.669 the same platform we use for building 03:56.669 --> 03:58.037 our workflows, we provide package to 03:58.037 --> 03:59.806 customers and a lot of customers build 03:59.806 --> 04:01.407 their own workflows on the same platform. 04:01.441 --> 04:02.675 There are a lot of industry specific 04:02.675 --> 04:04.477 flavors or workflows coming out, which 04:04.477 --> 04:06.079 have much more domain specific depth. 04:06.446 --> 04:08.248 We provide things around telco, we provide 04:08.248 --> 04:10.350 things around retail, healthcare, public 04:10.350 --> 04:12.619 sector, financial services, but there's a 04:12.619 --> 04:14.520 lot of other use cases across the board. 04:14.821 --> 04:17.523 Which are possible on our platform with 04:17.523 --> 04:19.092 the Agentic framework and through a 04:19.092 --> 04:20.560 partner in many cases, and we providing 04:20.560 --> 04:22.462 an ecosystem on a marketplace where 04:22.462 --> 04:24.731 partners can bring their AI Agents use 04:24.731 --> 04:26.699 cases onto it, and customers can adopt it. 04:26.799 --> 04:28.401 So the thinking would be if you're 04:28.401 --> 04:29.502 a client who's in the middle of this 04:29.502 --> 04:31.471 type of a journey, the foundation is 04:31.471 --> 04:34.173 there, the Agentic interoperability, 04:34.173 --> 04:35.775 and the capabilities are there. 04:35.908 --> 04:37.477 Now let's take a specific look at 04:37.477 --> 04:40.446 your use cases, and then your chosen 04:40.446 --> 04:42.882 partner can help you with it or, you 04:42.882 --> 04:44.183 have it on your roadmap for some of 04:44.183 --> 04:45.418 these industries like healthcare, 04:45.418 --> 04:47.220 like telco, so on and so forth. 04:47.220 --> 04:47.787 So you'll eventually 04:47.787 --> 04:48.755 get addressed with it. 04:48.855 --> 04:49.155 For sure. 04:49.856 --> 04:51.791 Last element on this five years 04:51.791 --> 04:53.860 out, as an industry vanguard, 04:54.427 --> 04:55.194 how do you see this play out? 04:55.428 --> 04:56.696 This is all real now, right? 04:56.696 --> 04:57.630 So we started to see 04:57.630 --> 04:58.898 digital workers coming in. 04:59.766 --> 05:02.435 We have use cases where a lot of the work 05:02.435 --> 05:04.437 is getting done throughout the system 05:04.437 --> 05:06.572 using Agentic and digital workers. 05:06.939 --> 05:08.107 So I think the big thing is now 05:08.107 --> 05:09.575 how do you bring cultural changes? 05:10.043 --> 05:11.110 So there is a lot of work to be done 05:11.110 --> 05:13.079 in that in many companies when a lot of 05:13.079 --> 05:14.747 the requests we see from customers like, 05:14.914 --> 05:16.849 how do we get my company ready for this? 05:17.250 --> 05:17.417 Right. 05:17.417 --> 05:18.051 So this is where they 05:18.051 --> 05:19.185 need expertise and help. 05:19.585 --> 05:19.652 Yeah. 05:19.652 --> 05:20.253 That's what we do. 05:20.520 --> 05:21.354 Yeah, exactly. 05:21.354 --> 05:22.588 You guys, we can provide a lot 05:22.588 --> 05:24.057 of help around that, and this 05:24.057 --> 05:25.191 technology's getting there now. 05:25.525 --> 05:26.993 We can do a lot of real use 05:26.993 --> 05:28.795 cases and get very good results. 05:29.095 --> 05:30.229 Now it's somewhat matter of 05:30.229 --> 05:31.497 how you deliver it and deploy 05:31.497 --> 05:32.598 it over the next five years. 05:32.598 --> 05:34.634 This is going to be a common thing, 05:34.634 --> 05:35.735 just like we do talk about cloud. 05:36.436 --> 05:38.805 AI is going to be as pervasive, and it's 05:38.805 --> 05:41.774 going to be default and everybody, if 05:41.774 --> 05:43.142 you don't get it on now, it'll be too 05:43.142 --> 05:44.811 late in many cases, and your customers 05:44.811 --> 05:45.912 and competition would've done it. 05:46.245 --> 05:47.213 From my observation. 05:47.780 --> 05:50.083 Your ability to integrate with pretty much 05:50.083 --> 05:52.752 any system out there is a game changer. 05:53.319 --> 05:54.954 Is that likely to be the ongoing 05:54.954 --> 05:56.322 strategy forward as well, where 05:56.322 --> 05:57.990 you're like either, whether it's CRM, 05:57.990 --> 05:59.225 all the other bids, doesn't matter. 05:59.592 --> 06:00.960 Because you will be the ubiquitous 06:00.960 --> 06:02.562 platform to connect everything everywhere. 06:02.695 --> 06:04.263 You heard Bill say this enough 06:04.263 --> 06:05.631 times about we are the operating 06:05.631 --> 06:06.666 system of an enterprise. 06:07.100 --> 06:08.368 Which just means that we have to 06:08.368 --> 06:10.036 interoperate with other things around it. 06:10.370 --> 06:12.238 So we are open platform, 06:12.605 --> 06:13.573 ecosystem driven. 06:13.706 --> 06:15.041 You saw some of the announcements 06:15.308 --> 06:17.944 all about any data, any model, 06:18.111 --> 06:20.113 any infrastructure and any system. 06:20.613 --> 06:22.548 Because it does matter to us to really be 06:22.548 --> 06:25.184 able to connect and allow customers take 06:25.184 --> 06:26.719 the existing investments they've had, 06:27.086 --> 06:29.021 and get leverage out of it using at a 06:29.021 --> 06:31.124 business process level the connectivity. 06:31.424 --> 06:32.158 You're not just doing app 06:32.158 --> 06:33.326 integration, data integration, 06:33.326 --> 06:34.327 you're doing it a business process 06:34.327 --> 06:35.428 where the value is created. 06:35.795 --> 06:36.929 And it has to be dynamic. 06:36.929 --> 06:38.631 It has to be flexible, and it 06:38.631 --> 06:41.100 needs to be very, very modern. 06:41.667 --> 06:42.502 And that's what we're doing now. 06:42.568 --> 06:43.803 And that is music to the ears 06:43.803 --> 06:45.371 'cause ultimately we are talking 06:45.371 --> 06:46.539 to one of our clients about this. 06:46.939 --> 06:48.207 I said, "Look, you don't have to choose." 06:48.241 --> 06:49.976 The good part is you're hired to retire, 06:49.976 --> 06:52.879 record to report processes can now be 06:52.879 --> 06:54.914 Agenticly delivered without you having 06:54.914 --> 06:57.283 to worry about it because, ServiceNow's 06:57.283 --> 07:00.553 capability is actually interoperability 07:00.887 --> 07:02.855 across the space to go do this, so 07:02.922 --> 07:05.425 whether it needs to talk to a hyperscaler 07:05.458 --> 07:07.226 or to an ERP, it is being done. 07:07.226 --> 07:08.227 You don't have to worry about it. 07:08.561 --> 07:09.929 The Agents are doing what they need to do. 07:09.996 --> 07:12.031 We are also bringing AI in the same 07:12.031 --> 07:12.732 platform so you don't replatform. 07:13.766 --> 07:15.001 Same ServiceNow platform, 07:15.001 --> 07:16.135 which customers are used to. 07:16.502 --> 07:17.937 Now they're getting the Agentic as 07:17.937 --> 07:19.205 part of the same technology stack. 07:19.272 --> 07:21.140 A lot of vendors are building their AI 07:21.140 --> 07:23.376 stack separately from the core products. 07:23.543 --> 07:24.544 And that means now again, you're 07:24.544 --> 07:26.479 adding the whole tech debt issue. 07:26.479 --> 07:27.713 I'm modernizing, but while 07:27.713 --> 07:28.514 keeping the old stuff. 07:28.748 --> 07:29.449 Here, we are putting it 07:29.449 --> 07:30.349 in the same platforms. 07:30.349 --> 07:31.617 One platform model still. 07:31.984 --> 07:33.319 With one data model and everything else. 07:33.319 --> 07:34.887 So customers automatically get 07:34.887 --> 07:36.255 this if you're using ServiceNow. 07:36.756 --> 07:37.356 Wonderful. 07:37.457 --> 07:38.057 Thank you. 07:38.090 --> 07:39.892 I know this was very quick, but as 07:39.892 --> 07:41.294 one of the video series, we will be 07:41.828 --> 07:43.162 getting this out to our customers 07:43.162 --> 07:44.363 to say, "Hey, are you thinking about 07:44.363 --> 07:45.431 it?" This is the way you look at it. 07:45.765 --> 07:46.232 Love it. 07:46.232 --> 07:48.534 I love your clarity of vision and where 07:48.534 --> 07:49.969 you're trying to take the organization. 07:50.336 --> 07:51.471 Congratulations on your new role. 07:51.471 --> 07:52.371 Couldn't be happier for you. 07:52.405 --> 07:52.972 Thank you so much. 07:53.005 --> 07:53.840 Thanks for the partnership. 07:53.840 --> 07:54.507 Anytime