ServiceNow World Forum 2024: AI Takes Centre Stage in London!

AI is no longer hype; it’s revolutionizing workflows across industries. From automating tasks to driving business growth, the platform’s new capabilities are transforming the way we work.

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Lights, camera, GenAI! London was buzzing last week as ServiceNow launched its 9-city world tour at ExCeL. With over 4,000 attendees, it was the most prominent UK ServiceNow event since 2019, and the excitement around AI advancements was impossible to ignore. It was also my 9th and by far the best yet!

The Platform - ServiceNow's AI release yet!

ServiceNow’s Xanadu release marks a turning point—AI is no longer hype; it’s revolutionizing workflows across industries. From automating tasks to driving business growth, the platform’s new capabilities are transforming the way we work. Every workflow, automation, and industry can now leverage the ServiceNow platform in new and innovative ways, driving efficiencies and growth across their organisation. With the introduction of the Now Assist Skills kit, data visualisation generation and a fully integrated copilot integration, employees, customers, and developers in any industry can put actionable AI to work.

ServiceNow Xanadu Release Highlights * by ServiceNow / NewRocket

The Now Platform, soon to be powered by Raptor DB and DB Pro, is also bringing some seriously impressive performance gains - these types of figures are typically reserved for Apple hardware events, so it's hard to understand what a game changer this will be until you try it for yourself. This isn't just a minor tweak. RaptorDB is a fork of PostgreSQL, known for its advanced capabilities and superior performance. Developed by ServiceNow after they acquired Swarm64 (a PostgreSQL performance expert), RaptorDB touts a significant speed boost – processing up to 93,257 transactions per minute compared to MariaDB's 35,121!

ServiceNow RaptorDB and Raptor DB Pro Feature Comparison * by ServiceNow Docs

And last but not least...ServiceNow is introducing AI Agents —your autonomous digital assistant that doesn't just follow instructions but learns, solves problems, and adapts to your needs, working 24/7 to meet your goals.

As per a recent Forbes article (Link), we know that at its core, agentic AI refers to artificial intelligence systems that possess a degree of autonomy and can act on their own to achieve specific goals. Unlike traditional AI models that respond to prompts or execute predefined tasks, agentic AI can make decisions, plan actions, and even learn from its experiences – all in pursuit of objectives set by its human creators. Think of agentic AI as a digital assistant on steroids. Instead of just answering your questions or performing simple tasks, it can take initiative, solve complex problems, and adapt its approach based on changing circumstances. It's like having a tireless, hyper-intelligent intern who not only follows your instructions but also anticipates your needs and comes up with creative solutions you might never have considered.

ServiceNow AI Agent Interface and Steps Taken working on a Case * by ServiceNow AI Agent Demo
  1. Create your own AI agents - Easily create custom AI agents and skills tailored to your unique needs, and watch them learn progressively.
  2. Always under your control - Create AI agents that work for you, not just with you. Robust governance and analytics mean you’re in the driver’s seat at all times.
  3. Built with the Now Platform - ServiceNow AI Agents are built with the Now Platform, so they operate natively and securely with your data, workflows, and integrations.

All this and more was highlighted during the amazing opening keynote from Nick Tzitzon, Sampada Basarkar, Clare Lansley, Jayney Howson, Rob Barnes and many more!

The Market - Enterprise AI Maturity Index 2024

As companies across the globe continue to shape their AI strategy, ServiceNow is well-positioned to have a seat at the table in the boardroom. To better understand how organisations are deploying AI, ServiceNow and Oxford Economics teamed up to create the Enterprise AI Maturity Index. They surveyed nearly 4,500 senior leaders and IT decision-makers worldwide and used a proprietary indexing model to measure the AI maturity of their organisations.

They found that while most organisations are early in their AI journeys, a select few are pulling ahead of the pack. The research reveals that these AI Pacesetters share certain attitudes and practices that help distinguish them from their peers. These emerging best practices can help any organisation put AI to work more effectively.

Enterprise AI Maturity Index Study Data * by ServiceNow

The World Forum had every workflow and industry use case on display, and all were powered by the Now Assist and ServiceNow platform. Getting focused and started was a real focal point of the day - some key takeaways included:

  1. Setting the tone from the top - At the World Forum, it was evident that AI Pacesetters, guided by strong leaders, reap the benefits of AI maturity. Research shows that a clear strategy driven by senior leadership is the most accurate predictor of AI maturity. Pacesetters understand that AI-powered business transformation is not a task for a single executive or function. They are more likely than others to involve IT, security/cybersecurity, board members, the CEO's office, operations, and legal teams in setting AI strategy.
  2. Creating a shared vision - At the World Forum, it was clear that a shared vision is crucial for a successful AI-powered business transformation. The strong C-suite leadership and common vision reported by Pacesetters explain why they are significantly more confident (65% vs. 31% others) that their department or function is aligned with others across the organisation in terms of AI strategy.
  3. Measuring Impact - The most notable area where Pacesetters stand apart from others is how they measure their AI initiatives' progress. Nearly two-thirds of Pacesetters (62%) strongly agree that they have a defined set of metrics in place to measure the impact of and return on AI transformation efforts.

The Opportunity - Kickstarting Success with ServiceNow's GenAI

NewRocket's FlightPath + Proof of Value approach is helping companies deploy GenAI effectively. By aligning AI with business objectives, we ensure real-world results, not just hype. From defining goals to configuring Now Assist use cases, our clients are seeing measurable results. NewRocket has been working closely with our team of internal AI experts and several vital clients to launch FlightPath for ServiceNow's GenAI. During the WorldForum, we had the privilege of hosting two sessions centred around exploring the trends we are seeing in the market and how we are helping clients get off to the best start with GenAI, Now Assist, and the AI-powered Now Platform. Industry analysts and clients were keen to learn how early adopters are actually getting results instead of getting wrapped up in the hype.

At NewRocket, we take an adaptable approach-we start with the why and drive straight through to results. By ensuring a thorough understanding of the business objectives and how technology can support them, we maximize the chances of success and deliver the highest impact for the organization. Rather than simply focusing on the nuts and bolts of the implementation, we prioritize aligning our solutions with the expectations and needs of the stakeholders, ultimately driving meaningful business outcomes. Creating a roadmap of outcomes aligned with business objectives and key stakeholders while factoring in risks is the best way to ensure the best results.

Some Core ServiceNow AI Platform and GenAI Use Cases * by NewRocket
NewRocket's FlightPath + Proof of Value Approach * by NewRocket

Outcomes You Can Expect

  • Identify Stakeholders / Capture Risks
  • Workshops / Interviews
  • Identify Business Goals / Objectives
  • Use Case Definition
  • Establish KPI’s
  • Business Case Definition
  • 3-5 Now Assist Use Cases Configured
  • Data Set Preparation
  • Data Cleaning
  • User Interface and Workflow Configuration
  • User Training
  • Pilot Group Testing

With over 200 people visiting our booth and attending our sessions last week it's safe to say there is a lot of interest!

In conclusion, the World Forum this year is more significant than ever, and it's clear that having an AI strategy is no longer a luxury—it's a necessity. Whether it's transforming customer service, enhancing the employee experience, or revolutionising IT operations, AI is reshaping the future of work.

The ServiceNow World Forum 2024 is a powerful reminder of AI's potential to drive innovation and business success. It's a huge motivator to realize that ServiceNow is positioned to be the leading AI platform for business transformation in 2025 and beyond!

It's time to embrace the future. The lights are on, the camera is rolling, and AI is ready for its starring role. Are you?

Meet with NewRocket at the rest of the World Forums:

  • 8th October - Dallas, USA
  • 7th November - New York, USA
  • 13th November - Toronto, Canada
  • 20th November - Rotterdam, Netherlands

#AI #DigitalTransformation #ServiceNow #GenAI #ITTransformation #EmployeeExperience #WorldForum2024 #AIForBusiness #FutureOfWork #InnovationInAI

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ServiceNow World Forum 2024: AI Takes Centre Stage in London!

AI is no longer hype; it’s revolutionizing workflows across industries. From automating tasks to driving business growth, the platform’s new capabilities are transforming the way we work.

Knowledge Wrap Video

The event provided a vibrant platform for reconnecting with peers, delving into AI transformation, and driving innovation with purpose. Read on to discover how NewRocket made its mark at Knowledge 2024.

What We Learned

From recent insights gathered, we learned that ServiceNow customers are increasingly receptive to adopting AI solutions and ServiceNow has the tools to embrace that head on. However, there's a gap in AI use-cases for more mature users, highlighting the need for a creative approach to accommodate their business needs.

In navigating AI adoption, organizations are challenged to find the delicate balance between embracing innovation and avoiding dependency on emerging technologies. Advisory consulting and trusted guidance beyond initial queries spark interest, particularly around AI's impact on operations. Read our AI blog series to learn more about our approach.

Excitement around GenAI is apparent, with most users eager to explore its potential benefits and invest in quick wins. Notably, advanced use cases like process mining are gaining traction. Key solution themes include interest in native mobile applications, Employee Center migration, and the urgent need for enhanced data capabilities.

Recognitions and Awards

ServiceNow Americas Employee Workflow Partner of the Year

The ServiceNow Americas Employee Workflow Partner of the Year award celebrates Partners' exceptional efforts in enhancing employee experiences through innovative collaborations and technology solutions. Learn More.

UK Public Sector Partner of the Year Award

The ServiceNow UK Public Sector Partner of the Year underscores  Partners' dedication to driving digital transformation and delivering exceptional outcomes for public sector organizations in the UK.

ServiceNow.org Partnership for Good Grant

The ServiceNow.org Partnership for Good Grant highlights Partners' commitment to leveraging technology for social impact and driving positive change in communities around the world. Learn More.

Top 10 Finalist for ServiceNow Best Employee Portal of the Year

ServiceNow's Best Employee Portal of the Year award recognizing Partners' dedication to creating innovative solutions that empower employees and enhance workplace experiences. Learn More.

NewRocket Booth

At ServiceNow's Knowledge 24 event, we connected with 350+ attendees at our booth, showcasing how NewRocket supports organizations on their ServiceNow journey. AI emerged as a key topic, reflecting the growing interest in its potential across businesses. Our strategic advisory approach, FlightPath, aligns technology with business objectives, drawing on our expertise in customer, employee, technology, and security transformation. Plus, we captivated attendees by transforming them into astronauts using AI. See the photo booth results here!

Workshops and Speaking Sessions

Beyond Personas: Developing Holistic Frameworks to Personalize User Solutions

Industry innovation: Consilio’s Transformation Journey on ServiceNow

Dive Into Prototyping to Accelerate Validation With Design Libraries

Make Better Business Decisions by Integrating Risk and Compliance

Participating in ServiceNow's Knowledge sessions and workshops this year was truly enriching. Interacting with customers and partners provided invaluable insights into the future state of ServiceNow and allowed us to have in-depth discussions on how we can collectively offer better experiences across various facets of the platform. From exploring advanced AI integrations to optimizing workflow processes, the conversations were not only enlightening but also inspiring, fueling our commitment to innovation and excellence in the ServiceNow ecosystem. We can't wait to see you next year!

NewRocket Party

Our poolside event at the Capri restaurant in Las Vegas provided a refreshing break from the conference hustle, allowing us to unwind and connect with friends, colleagues, partners, and customers in the cool open air. As the night progressed, we loved creating unforgettable memories and strengthening our bonds within the ServiceNow community.

Knowledge 2025 Wrapped: AI, Recognition, and Real Connections

The energy at Knowledge 2025 was undeniable—from the packed keynotes and buzzing expo floor to the meaningful conversations that happened across every corner of the event. This year’s theme was clear: AI + Data + Workflows aren’t just buzzwords—they’re reshaping how organizations operate, and fast.

Knowledge Wrap Video

What We Learned

AI dominated the discussion, but the bigger story was what customers are asking for. Many voiced a common concern: how do we keep up with the rapid pace of platform changes and truly realize ROI? Customers aren’t just looking for tools—they’re looking for trusted partners who can help them make sense of what’s possible, guide adoption, and build strategies that align to real outcomes.

That’s where NewRocket steps in. Our latest AI offerings are designed to help organizations not just implement ServiceNow’s latest innovations, but consume them—connecting platform intelligence to business value.

We also hosted two well-attended sessions that brought these ideas to life:

  • Mastering AI Adoption explored how to use FlightPath.AI to assess readiness, target high-value use cases, and scale AI with strategy and confidence
  • AI & Automation for Security, Risk, and Compliance delivered actionable strategies for breaking down silos and building a unified, real-time risk posture using automation and AI.

These conversations reinforced the urgent need for cross-functional alignment and thoughtful execution as AI continues to reshape the enterprise landscape.

Strategic Alignment with ServiceNow

During the week, our team had the opportunity to meet with Erica Volini, EVP of Worldwide Industries, Partners, and GTM at ServiceNow, along with Nick Fabbri, Sr. Manager of Global Partnerships & Channels. We walked them through our FlightPath.AI framework and Now Assist Pilot offer—both of which were recognized as directly addressing market needs. They expressed strong interest in how we’re enabling customers to kick-start AI adoption with structured, outcome-driven support. We’ll continue to collaborate closely in the coming months to track the progress and impact of these efforts.

Customer Recognition

One of our favorite moments this year was watching our customers shine. From financial institutions to global manufacturers, their stories of transformation and innovation took center stage in multiple Knowledge sessions. We’re especially grateful to those who went one step further and recorded customer testimonials with us onsite—proof of the strong relationships we’ve built together and the results we’re proud to share.

Award-Winning Experience

We’re thrilled to share that NewRocket-designed portals earned major recognition this year:

  • 🥇 Danone won 1st place for Best Overall Employee Portal
  • 🥉 Xerox earned 3rd for Best HR (Single Departmental) Portal
  • 🚀 Our own NewRocket Portal was named a Top 3 Partner Internal Portal

These awards highlight our commitment to crafting human-centered, high-impact experiences across industries.

Booth Conversations & Customer Connections

With over 290 customer interactions and 40+ meetings held onsite, the interest in strategic, outcomes-based ServiceNow partnership has never been stronger. Across industries, one theme echoed loud and clear: organizations want more than just implementation—they want a partner who can lead with strategy, help define roadmaps, and unlock the value of AI and automation.

A Night to Remember

We closed out Wednesday evening the best way we know how—poolside at CAPRI. This year’s party drew over 530 attendees and was once again praised for creating a space where meaningful conversations and celebration can coexist. If you joined us, thank you for being part of what has become a highlight of the week.

We left Las Vegas energized, inspired, and ready to keep helping our customers make the most of their ServiceNow investment. Until next year—let’s keep building what’s next.