Cloud Wars CEO Outlook 2025 with ServiceNow's Bill McDermott

Jan 28, 2025

Bill McDermott, CEO of ServiceNow and a tech industry veteran, delves into AI's transformative role in business strategies. He reveals how companies are shifting from curiosity to implementation of AI for better customer service and operational efficiency. McDermott highlights the concept of Agentic AI, emphasizing its ability to unify siloed functions for greater productivity. He also discusses the critical importance of customer trust as a foundation for innovation, showcasing ServiceNow's commitment to integrating advanced technologies and maintaining strong client relationships.

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INSIGHT

AI Transformation

CEOs are shifting from AI fascination to AI-led strategies.
ServiceNow acts as a control tower for AI transformation across industries.

INSIGHT

Rise of Agentic AI

Agentic AI is rising, serving customers, employees, and operations better than humans.
ServiceNow integrates these agents across the enterprise, unlike siloed departmental agents.

INSIGHT

Building Customer Trust

Trust is crucial in the fast-changing enterprise software industry.
ServiceNow earns trust by focusing on pristine technology, consistent innovation, and customer success.

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AI's Role in Business Transformation (00:59)

Bill McDermott notes a shift in CEOs from mere fascination with AI to AI-led business strategies. He sees ServiceNow's role in AI transformation as being that of a "control tower." AI has impacted several business areas including customer service, supply chains, employee onboarding, and risk mitigation. It's also a great tool for labor arbitrage. That's not to mention that AI agents can operate 24/7 without breaks, complementing human efforts.

Agentic AI, A Holistic Solution (04:01)

Agentic AI is on the rise and will serve customers, employees, and operations, taking over tasks computers handle more efficiently than humans. While current AI agents are often siloed within departments, ServiceNow's platform integrates these agents across the enterprise, offering a holistic solution. "So now you have the agents working together to accomplish something," McDermott says, "as opposed to just doing something for one function." The foundation for this integration lies in a unified data model and architecture.

Customer Trust and Innovation (06:53)

Trust is the ultimate human currency. Without it, McDermott says, there's no progress. Customers know they can trust ServiceNow and its technology. He mentions its investments in customer success programs, innovation accelerators, and strategic partnerships to drive business impact. Net new innovation must be delivered to customers, employees, and shareholders through both traditional and new consumption models.

Partnerships and Integration (10:29)

McDermott discusses ServiceNow's partnerships and the potential for a multi-cloud approach similar to the infrastructure side. He's confident in the market's ability to accommodate multiple players and points to expanded collaborations with Cognizant, NVIDIA, and others. He talks about ServiceNow's integration with hyper-scalers including Microsoft, AWS, and Google Cloud, showcasing the benefits of a comprehensive platform for business processes. "We're open, and we integrate with everybody."

Balancing Trust and Innovation (14:29)

Balancing trust and innovation in the AI era is a challenge as ServiceNow becomes increasingly embedded in customers' operations. McDermott emphasizes the value of trusted partnerships and selective collaboration to sustain customer trust. He highlights ServiceNow's partnership with NVIDIA and its recognition in the American Opportunity Index, which measures employee prosperity post-employment.

The Future of Work and AI (16:34)

In the future, AI will revolutionize work by reducing monotonous tasks and freeing up time for innovation. ServiceNow is part of creating that future, already using AI to simplify complex workflows, saving employees significant time and allowing them to focus on higher-value tasks. "This is a renaissance moment for the workers. They get to get rid of the soul-crushing work that they've never wanted to do anyway." Reskilling the workforce will be necessary for this revolution and is being done through initiatives like ServiceNow University and the AI Institute.