ServiceNow (NOW) Jefferies Software, Internet & AI Conference summary

AI platform evolution and innovation

• Now Assist evolved from GenAI summarization to an agentic platform orchestrating AI agents for end-to-end task completion, increasing efficiency and value for users.

• AI Control Tower was introduced to address governance, security, compliance, and visibility, enabling seamless integration with third-party systems.

• 20 AI specialists now automate full end-to-end workflows across domains like HR, FinOps, and security, allowing measurable ROI compared to human equivalents.

• AI capabilities are now embedded across all product tiers, simplifying adoption and monetization, with tiered SKUs from Foundation to Autonomous.

• Integration with leading AI providers and third-party agents ensures a heterogeneous, unified platform for enterprise customers.

M&A strategy and platform expansion

• Recent acquisitions (Armis, Veza, Moveworks, Logik.io) enhance security, non-human identity management, conversational AI, and CPQ capabilities.

• M&A remains focused on tuck-ins for IP, talent, and domain expertise, with no major shift in strategy anticipated.

• Security and risk management are now core differentiators, with Armis and Veza expanding asset and identity visibility.

• Moveworks acquisition modernized the UX with conversational, multimodal, and omnichannel experiences.

• Unified platform enables rapid domain expansion (e.g., CRM, HR, finance) without re-platforming, leveraging the same technology stack.

Data and analytics growth

• RaptorDB, a custom HTAP Postgres database, underpins all products, offering high scalability and performance.

• RaptorDB Pro delivers 17x performance, supports advanced analytics, and integrates with major data platforms.

• Workflow Data Fabric and semantic layers enable analytics apps and integration with 300+ data systems.

• Data analytics business reached $100M ACV in four quarters, with ambitions to surpass $1B.

• Data stack is positioned as a major future growth engine, supporting insight-to-action use cases.