On September 18th, the ServiceNow Summit took place in Chicago, bringing together leading figures to discuss technology, the digital universe, integration, and tools.
ServiceNow is a workflow platform that has been rapidly developing and keeping pace with new market trends. With the goal of bringing together leaders and discussing strategies for digital transformation, they created the ServiceNow Summit. Globally, the event has editions in major cities to discuss business and innovation. By 2025, they've already visited cities like Dallas and in São Paulo, where 4MATT played a fundamental role as an official sponsor and mediator of Learning Labs “Unlock Value with CMDB Data Foundations”.
ServiceNow Key Features
THE ServiceNow stands out with agility, integration and innovation, especially in the world of Artificial Intelligence, presenting several advantages for companies. Discover some of the platform's main features:
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IT Service Management (ITSM): IT service management to improve operational efficiency.
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Customer Service Management (CSM): customer support with automation and generative AI.
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Human Resources Service Delivery (HRSD): digital and more agile HR processes.
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Governance, Risk and Compliance (GRC): solutions for compliance and security.
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AI and Automation: GenAI and AI Agents capabilities that make workflows smarter.
What ServiceNow Summit Chicago 2025 was like
O ServiceNow Summit Chicago 2025 brought together business leaders, technology innovators, and digital transformation experts to explore the impact of artificial intelligence (AI) on the corporate world. The event, held on September 18, was a true hub of knowledge, networking, and inspiration, with presentations by executives from companies such as AstraZeneca, McDonald's, Ecolab, US Bank, Northwestern Medicine, and James Hardie Industries.
Event organization
ServiceNow Summit Chicago 2025 has been carefully planned to provide a comprehensive learning and networking experience:
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8:30 am – Opening & Expo: Attendees were able to visit booths and learn about innovations from the ServiceNow AI platform.
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10:00 AM – Main Keynote: ServiceNow business leaders and executives shared insights on how they're revolutionizing the customer experience with AI.
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11:30 am – 4:00 pm – Sessions and Laboratories: Hands-on workshops, AI microlabs, and expert panel discussions.
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4:00 pm – 5:00 pm – Networking Reception: A moment of integration between ServiceNow professionals and users on SNUGs Social, a community collaboration space.
Chicago Summit 2025 Highlights
The event featured a selection of visionary leaders who brought unique perspectives on innovation, digital transformation, and the use of AI:
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Mattijs Backx (SVP, McDonald's) – Experience in global business transformation.
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Teresa Incest (Northwestern Medicine) – Digital strategies for health with a focus on efficiency and quality.
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AJ Wijesinghe (Ecolab) – Scaling AI for operational excellence and customer impact.
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Kelly Caspers (US Bank) – Digital transformation in the financial sector with scalable solutions.
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Avik Mukherjee (James Hardie) – Innovation in cloud, help desk and digital engineering.
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Kimberly O. May (SAS) – Building efficient customer support models.
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Angela Scheuvront (AIT Worldwide Logistics) – Using ServiceNow to optimize logistics operations.
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Gaurav Rewari (ServiceNow) – Leadership in data and analytics products to power AI.
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Holly Briedis (ServiceNow) – Focus on digital growth and customer-centric transformation.
Key Trends Presented at ServiceNow Summit Chicago 2025
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AI at the heart of digital transformation – Adoption strategies to create value across industries.
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Intelligent automation – Reduced complexity and increased operational efficiency.
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Data-driven customer experience – Personalization and innovation driven by analytical insights.
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Sustainability and social impact – Using technology for lasting and inclusive change.
- Global collaboration – Integration between leaders from different industries to face common challenges.
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