Topic
36 facts from 11 episodes, in date order. These are what speakers said on the shows, each linked to the moment it was said. They aren't independently verified.
2020s
Levie says Box, Salesforce, ServiceNow and Workday are incumbents that could pivot successfully to agents in their existing categories.
“We're betting that we'll be one of those, and Salesforce is one, and ServiceNow is one, and Workday will be one for the its existing categories.”
2024
Two of Acquired's three sponsors for season 14 were JP Morgan's payments division and ServiceNow.
“two of our three sponsors are going to be JP Morgan, specifically JP Morgan's payments division and ServiceNow, both of which are incredible companies.”
2025
Phil Fersht says software vendors such as Salesforce, with Agentforce, and ServiceNow are pushing into agentic AI to take market share from services firms.
“You've got the big software companies like Salesforce in particular, with their agent force rollout and ServiceNow.”
2026
Tim Crawford says business processes span systems such as ServiceNow, Salesforce and SAP, each with its own governance layers that must be reconciled for agents.
“we might have some data in ServiceNow, we might have some data in Salesforce, we might have some data in SAP, and so each of those systems have their own governance layers.”
Undated
Aaron Levie says Box plans to connect its content agents to other systems such as Salesforce, ServiceNow and Microsoft.
“So I want to connect it to Salesforce, I want to connect it to ServiceNow, I want to connect it to Microsoft.”
Undated
A researcher reported a second-order prompt injection against ServiceNow's Now Assist AI, in which a benign agent recruited more powerful agents to read and change database records.
“I instructed a seemingly benign agent to recruit more powerful agents in fulfilling a malicious and unintended attack, including performing create, read, update and delete actions on the database”
Undated
Lenny says ServiceNow's prompt injection protection feature was enabled when the researcher's attack got through.
“service now has a prompt injection protection feature, and it was enabled as this, uh, person was trying to hack it and they got through”
Undated
CJ Desai says his hiring manager at ServiceNow, Frank Slootman, used to say 'tools are for fools'.
“my hiring manager at ServiceNow, Frank Slootman, used to say, tools are for fools, as in, if you say this is a software tool, that's never a good sign.”
Undated
Jacqui Canney says ServiceNow now manages about 80 billion workflows on its platform.
“I think it's now 80 billion workflows that we manage that produce either better service, more analytics, all the things”
Undated
ServiceNow founder Fred Luddy built the company's first workflow for a colleague who struggled with switching between systems and Excel spreadsheets.
“Fred Luddy, our founder, built the first workflow for a colleague who was struggling with the swivel chair, you know, getting work done in Excel spreadsheets”
Undated
Jacqui Canney says ServiceNow is about twenty-two years old and was built to help people experience work better.
“it's twenty two years old, I wanna say, and was built on how to help people experience work better.”
Undated
Jacqui Canney says ServiceNow's engineers and product leaders were working on AI well before ChatGPT became widely discussed.
“ServiceNow has had these amazing engineers and product leaders who've been thinking about this for a long time, a long time before even people talked about, like, chatgpt.”
Undated
ServiceNow's onboarding workflow automates new-hire steps and follow-up prompts to managers so the manager and employee build a relationship from the start.
“So it's an automated workflow that takes the guessing and makes the manager and the employee really feel a relationship right at the gate that's personalized.”
Undated
ServiceNow acquired Moveworks, a company offering a conversational front-door interface for employees.
“We've acquired a company called MoveWorks, which is in it of itself, a front door conversational experience.”
Undated
Jacqui Canney says every ServiceNow employee has received AI training over roughly the past couple of years.
“Every person who works here has had AI training, and we've been doing this for a couple years.”
Undated
ServiceNow has assessed its entire workforce on AI skills, with assessments customized by role.
“we've evolved quite a bit now, where we've assessed the whole company on AI skills.”
Undated
Jacqui Canney says ServiceNow's HR team went from serving 400 employees per HR person to 900 after adopting its own technology.
“we were able to double the productivity of what my team could do. It was one to 400 to one to 900 that we're serving because of the tech.”
Undated
Jacqui Canney says more than 90 percent of employee inquiries to ServiceNow's Now Assist tool are answered by the technology itself.
“Cause over 90 of our inquiries that go to our now assist, which is our own tech, get answered by the tech.”
Undated
ServiceNow created a role called forward deployed engineer, a technical person who discusses business problems with customers.
“We've built a new role called forward deployed engineer, which is somebody who is quite technical, but has a interest and a desire”
Undated
ServiceNow worked with Pearson on its company-wide skills assessment and gap analysis.
“And this is with the help of Pearson. They've been a good partner to us”
Undated
Jacqui Canney says ServiceNow's sales staff can now learn their commission in about eight seconds, down from four or five days.
“It went from like four or five days to find out what your commission's gonna be to eight seconds.”
Undated
Jacqui Canney was promoted to AI enablement officer in addition to chief people officer about a year before the interview.
“I was promoted to AI enablement officer along with the chief people officer role just a little bit over a year ago.”
Undated
Jacqui Canney says ServiceNow's CIO, product team and HR agreed that employee experience sits primarily with her team.
“we have agreed that the employee experience sits primarily with me and my team.”
Undated
ServiceNow uses an internal "control tower" to track AI use cases in productivity and who is driving return on investment.
“we have very transparent look at what use cases are in productivity across the company, who's driving ROI, who's not. We have a control tower for that.”
Undated
ServiceNow is bringing Armis, a company covering operating technology such as networked devices and industrial equipment, into its platform.
“OT, which is the operating technology with Armis now becoming a part of ServiceNow.”
Undated
ServiceNow has acquired Moveworks, described as an agentic front door to the enterprise, and an identity security company the transcript renders as Vesa.
“you've seen what we did with MoveWorks, the agentic front door to the enterprise, and Vesa, which is human and non human identity.”
Undated
McDermott said ServiceNow integrated its recent acquisitions in 20 days.
“we integrated these businesses in 20 days, 20 days.”
Undated
McDermott said ServiceNow had more than 85 billion workflows in flight and 7 trillion transactions on its platform.
“I believe the last time I looked at it was more than 85 billion workflows are in flight as we're having this podcast. And we got 7 trillion transactions happening on that platform”
Undated
McDermott said roughly 800 substantial systems of record integrate with the ServiceNow platform.
“So now you have roughly 800 of the more substantial systems of record that integrate into it.”
Undated
McDermott said ServiceNow can work with data held elsewhere through a zero copy approach, so the data is not moved.
“oh, we make a zero copy and then the transaction is complete, done and dusted, nothing moved.”
Undated
McDermott said large ServiceNow customers are going live in under 30 days.
“we have major customers, big ones that are going live in less than 30 days, big ones.”
Undated
McDermott said about 90 percent of ServiceNow's customer service cases are handled by AI agents, leaving about 10 percent for people.
“you know, 90 of our customer service cases now are managed by agents. And you know that that means, like, only ten are actually involving people.”
Undated
Sarah Guo described ServiceNow as growing about 20 percent a year with more than 13 billion dollars in trailing revenue.
“ServiceNow is growing about 20 a year, 13 plus billion in revenue, trailing, it's a massive business growing at scale.”
Undated
McDermott said he began one day with conversations with seventeen quota-carrying sales reps and has seventy-two such conversations scheduled in the month.
“for example, yesterday, I started my day with seventeen conversations with seventeen quota-carrying reps”
Undated
Debanjan Saha says line-of-business agents inside applications such as Salesforce, ServiceNow and Workday make those applications more user-friendly through chat interfaces.
“These are agents which are in Salesforce, in ServiceNow, in Workday, a and in many ways, they are essentially making those application a lot more user-friendly”
Undated
Daniel Whitenack said that on the day of IBM's drop Workday, Salesforce, ServiceNow and Adobe fell by about 10, 9, 8 and 6 respectively, figures he found through an AI agent's research.
“Workday Workday slid down ten, Salesforce nine, ServiceNow eight, Adobe six, um, all, you know, uh, s similar dynamics going on.”
Episodes