Notes from Knowledge 2025: Orchestrating the future of AI, data, and customer experience

For CIOs and IT leaders navigating fragmented AI deployments, the message from Wednesday’s Knowledge 2025 keynote was simple: orchestration, not isolated implementation, is the defining factor in achieving meaningful AI outcomes.

While companies continue investing heavily in AI capabilities, the company revealed that enterprise AI maturity has fallen nearly 10 points year-over-year, primarily because disconnected point solutions are creating more complexity and not driving transformation.

As ServiceNow implementation specialists, we witness firsthand how the ServiceNow platform addresses this orchestration challenge head-on with a cohesive approach that ties together AI agents, enterprise data, and end-to-end workflows. Here's our analysis of the most significant developments and what they mean for enterprise technology leaders.

Agentic AI Requires Orchestration to Deliver Value

ServiceNow revealed a stark reality during the conference: despite increased investment in AI, overall enterprise AI maturity has fallen nine points yearly. The reason? Too many organizations are implementing AI in silos, without the orchestration needed to drive real value.

What sets successful organizations apart are “orchestrated AI agents” that can reason, research, and act autonomously. ServiceNow demonstrated how multiple specialized AI agents, analyzing everything from ticket history to payment records to legal contracts, worked together to resolve a contract renewal issue in minutes rather than days or weeks.

ServiceNow has gone all-in on this vision, with AI agents available across its entire platform. This is already delivering results for early adopters. For our clients, this means we can now implement truly autonomous IT solutions capable of resolving issues before they impact operations, essentially moving toward “zero downtime, zero outage” environments.

Data: The Foundation for AI Success

Another critical takeaway: AI’s effectiveness is directly tied to data readiness. Gartner data cited during the conference predicts that 60% of AI projects will fail by 2026 due to unstructured, inaccessible, or poorly integrated data.

ServiceNow’s response is a newly introduced semantic data layer, which allows AI agents to interpret and act on data regardless of its source system. This abstraction removes longstanding barriers to cross-platform intelligence and enables true insight-to-action workflows.

The enhanced partnership with AWS is particularly notable. It allows for seamless integration between ServiceNow and Amazon Redshift, enriching ServiceNow’s operational workflows with enterprise-scale data and enabling advanced AWS analytics. For clients, this means a two-way flow of contextual intelligence between platforms, expanding both visibility and actionability..

Redefining CRM Through Process-Centric Intelligence

ServiceNow's CRM announcements may have been the most disruptive of all. Traditional CRM tools tend to prioritize data capture over process orchestration, failing to connect front-end interactions with back-end execution.

ServiceNow’s reimagined CRM strategy bridges that gap, integrating customer-facing touchpoints with middle- and back-office fulfillment. The recent acquisition of Logik.ai introduces advanced configure-price-quote (CPQ) capabilities, resolving a frequent bottleneck in sales workflows and signaling a broader push into operationally integrated CRM. 

Watch for ServiceNow to continue strengthening its commitment to the CRM space, which should make CRM a hotly contested market.

Turning Vision into Operational Gains

ServiceNow’s Core Business Suite offers a viable entry point for enterprise leaders seeking fast time-to-value. Preconfigured, AI-driven solutions across HR, procurement, finance, facilities, and legal domains enable organizations to deploy high-impact capabilities in weeks, not months.

ServiceNow's vision of “AI to work for people” resonated throughout the conference. We’re committed to helping our clients make that same journey, turning the promise of AI, unified data, and intelligent workflows into a practical reality.