AI Disruption & Enterprise Software (with Romaine Bostick, Katie Greifeld)

ServiceNow's president argues that the 'SaaS-pocalypse' narrative is wrong. Customers are not rewriting core enterprise platforms; they are using AI to drive differentiation on top of them. The key challenge is scaling AI from pilots (9% seeing ROI) to full operationalization. The 'AI Control Tower' is crucial for managing risk and governance of AI agents in regulated industries.

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ServiceNow 3.0
Information Technology
Paul Fipps 7.0

AI Disruption & Enterprise Software (with Romaine Bostick, Katie Greifeld)

How does ServiceNow and traditional software fit into the new AI ecosystem, given the 'SaaS-pocalypse' fears?

Romaine Bostick
Paul Fipps

I don't see the disruption. Customers are not rewriting their core enterprise platforms. Their thesis is to use AI to drive what differentiates them, not to rewrite the platforms they've invested in.

Our partnership with IBM expands across multiple angles.
59% of organizations are using agentic AI, but only 9% are seeing real ROI. How does that number get higher?

Katie Greifeld
Paul Fipps

The next era is moving from acquiring intelligence to actually executing and operationalizing AI at scale. A customer (Standard Chartered) saw a 90% case deflection rate for 85,000 employees by reinventing business processes and layering on AI.
With the proliferation of AI agents, who is accountable when something goes wrong?

Romaine Bostick
Paul Fipps

This is a key question. We have the 'AI Control Tower' to help customers answer: how many agents do I have, where are they, what do they have access to? You need to know the risk you're taking on, especially in regulated industries.

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