$96 billion giant ServiceNow doesn’t see a ‘SaaSpocalypse.’ It sees the ‘hard lift, heavy lifting’ phase just beginning
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For the past four years, enterprise software conferences have been defined by a kind of competitive breathlessness: which company could announce the most AI agents, the boldest automation claims, the most mind-bending demos.
Key facts
Melinda McKinley, COO of Strategy and Talent at Standard Chartered Bank, described scaling an AI assistant from a 50,000-person pilot in Hong Kong to 85,000 colleagues globally, with case deflection
Oliver de Wilde, head of ServiceNow’s Centre of Excellence at Hitachi Energy, described a 10-fold spike in employee self-service usage the week AI went live across 70,000 employees, and a 25%
The centerpiece of Knowledge 2026 is something the company calls AI Control Tower, a governance layer built on top of its existing CMDB asset management infrastructure that lets enterprises discover
A CIO of a large healthcare and life sciences company told Fipps he had 900 AI pilots running across his organization
Summary
At ServiceNow’s Knowledge 2026, the company’s two top customer-facing executives are having different conversations. The backdrop is an anxious one. Paul Fipps, the company’s president of global customer operations and a former CIO himself, pushed back on the narrative. The evidence is that customers agree: 25,000 of them showed up this week, the biggest crowd in the conference’s history.