Reflections From ServiceNow’s London World Forum 2025

ServiceNow recently hosted its London World Forum 2025. At the event, which was attended by more than 4,000 people, the enterprise workflow optimizer presented a strong, coherent story that centered on the evolution of workflows driven by the interaction between humans and agentic AI.

ServiceNow strongly believes in the convergence of AI, data, and workflows. Business applications and systems are integral to this framework, including the many ServiceNow and third-party applications and systems that ServiceNow’s more than 8,000 enterprise customers use today. 

ServiceNow correctly portrays digital transformation as a multifaceted endeavor—a blend of technology, innovation, cultural change, reskilling, and organizational redesign. Within this complex undertaking, ServiceNow’s position is distinctive: its strength lies in its single, intuitive AI platform.

All the more important is ServiceNow’s ecosystem. The partner ecosystem is central to realizing ServiceNow’s broader vision of transforming digital workflows. Partners play a critical role in driving cultural and operational change, areas that often extend beyond ServiceNow’s direct influence. To succeed globally, these partners must also be able to adapt to local and regional contexts, reflecting the unique workflows and business practices of SMBs and diverse markets.

ServiceNow is well-positioned for this moment. Many of the most promising AI applications, including employee experience, customer service, IT support, software development, digital marketing, and content management, are part of its core DNA. At the London World Forum 2025, it presented several of these AI use cases, such as Southeastern Railway.

A key challenge for ServiceNow going forward could be the need to balance ServiceNow’s long-term vision of agentic workflows—requiring deep business transformation—and the short-term need to deliver tangible, incremental value to business stakeholders. This balance is essential to maintain momentum and continued investment, particularly if the current AI enthusiasm begins to give way to AI skepticism.