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Keynotes

General Session Keynotes

Service Now
JOHN DONAHOE
PRESIDENT AND CHIEF EXECUTIVE OFFICER
SERVICENOW

Making the world of work, work better for people

Getting things done in our everyday lives is easy. With a swipe or a click we can get whatever we need. But at work, we’re confronted with processes of the past. That’s all about to change. Join ServiceNow President and CEO John Donahoe as he shares his vision for a new era of great, connected, intuitive experiences at work. You’ll hear how Accenture CIO Andrew Wilson and Pat Tourigny of Magellan Health have reimagined their customer and employee experiences. Discover what’s next for our platform, product, and customer success priorities—and how we are making the world of work, work better for people.

Tuesday, May 8 | Day 1 8:30 AM – 10:00 AM LAS VEGAS, NV

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Service Now
CJ DESAI
CHIEF PRODUCT OFFICER
SERVICENOW

The Era of Great Experiences: Delivering great employee and customer experiences at work

Join CJ Desai, ServiceNow Chief Product Officer, and his team to learn about the future of work. See how automation, artificial intelligence, and real-time collaboration are changing the game—and how you can take advantage of this technological shift. You’ll discover how ServiceNow products and technologies like Agent Intelligence, Agent Workspace, Mobile UX, and the Now Platform™ will dramatically change the way employees work across IT, HR, customer service, and security.

Wednesday, May 9 | Day 2 8:30 AM – 10:00 AM LAS VEGAS, NV

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Service Now
PAT CASEY
SVP & GM, Platform Business Unit
SERVICENOW

Everyone can build great experiences at work

The workplace of the future is a great place. Technology will provide great employee experiences; artificial intelligence and automation will free people from the drudgery of repetitive work; and seamlessly integrated systems will let employees work the way they want. Everyone has a role in building this future—it’s not just for developers any more. Come find out how you can use the Now Platform™ to build great experiences for your end users, smarter, AI-enabled applications, and seamless integrations.

Thursday, May 10 | Day 3 8:30 AM – 10:00 AM LAS VEGAS, NV

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Topic Keynotes

Service Now
SEAN CONVERY
VP AND GM, SECURITY AND RISK
SERVICENOW

Security Keynote: How security orchestration, automation, and response can drastically improve your security operations

The workplace of the future is a great place. Technology will provide great employee experiences; artificial intelligence and automation will free people from the drudgery of repetitive work; and seamlessly integrated systems will let employees work the way they want. Everyone has a role in building this future—it’s not just for developers any more. Come find out how you can use the Now Platform™ to build great experiences for your end users, smarter, AI-enabled applications, and seamless integrations.

Tuesday, May 8 | Day 1 10:30 am – 11:30 am LAS VEGAS, NV

Service Now
DEEPAK BHARADWAJ
VP AND GM, HR PRODUCT LINE
SERVICENOW

HR Keynote: How to make employee experience your competitive advantage

The employee journey is made up of both routine daily interactions and pivotal “moments that matter.” Each one is an opportunity for differentiate your organization as a preferred place to work by providing a great employee experience. Join Deepak Bharadwaj, VP and GM, HR Product Line at ServiceNow, along with Raju Vijay, Division GM, Global Digital HR at Nissan and industry thought leaders Josh Bersin and Erica Volini as they explore what it takes to make employee experience your competitive advantage.

Tuesday, May 8 | Day 1 10:30 am – 11:30 am LAS VEGAS, NV

Service Now
ABHIJIT MITRA
VP AND GM, CUSTOMER SERVICE MANAGEMENT
SERVICENOW

Customer Service Management Keynote: How to differentiate with amazing customer and agent experiences

Today’s CRM systems are no longer driving increased customer satisfaction or cost reduction. Digitally delivered services and changing customer expectations require new ways to engage customers, connect processes, and fix issues proactively. Join Abhijit Mitra, ServiceNow VP and GM for Customer Service Management, to learn how virtual agents, agent workspaces, and better issue management can differentiate experiences that increase customer and agent satisfaction.

Tuesday, May 8 | Day 1 10:30 am – 11:30 am LAS VEGAS, NV

Service Now
FARRELL HOUGH
VP AND GM, ITSM, ITBM AND ITAM
SERVICENOW

IT Keynote: How to run IT in the era of great experiences

We have entered the “era of experience,” where competitive advantage depends on delivering seamless experiences for employees and customers alike. But IT is still buried under day-to-day service operations, making the transition to this new era seem impossible. Let Farrell Hough, ServiceNow VP and GM for ITSM, ITBM, and ITAM and Donna Woodruff of Cox Automotive take you on their journey to this new era. You’ll see exciting new fulfiller and customer experience demonstrations and learn how to plan, build, operate, and optimize IT for the era of great experiences at work.

Wednesday, May 9 | Day 2 1:30 pm – 2:30 pm LAS VEGAS, NV

Service Now
KAREL VAN DER POEL
VP AND GM, FUTURE PRODUCTS
SERVICENOW

CreatorCon Keynote: Developing intelligent apps in the era of great experiences

As a ServiceNow developer, you are asked to develop apps for every group. Everything is needed ASAP—but the backlog of apps just keeps growing. Expectations are high, and you need to build apps that do more and deliver better experiences faster than ever. Karel van der Poel, GM & VP Future Products, ServiceNow CTO Allan Leinwand, and other ServiceNow experts will show you how to build faster with Integration Hub and Flow Designer, tap into machine learning with Agent Intelligence and Performance Analytics, and develop amazing experiences using the Virtual Agent SDK—all while making work better for you.

Thursday, May 10 | Day 3 1:30 pm – 2:30 pm LAS VEGAS, NV

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