Learnings from ServiceNow Knowledge 25

Hi, Insiders! I’m Katharine Kennedy, Global General Manager on the Partner Development team. From dynamic discussions at the Microsoft booth around the future of agentic AI to the unveiling of the new ServiceNow AI Platform, ServiceNow Knowledge 25 marked a pivotal moment in our partnership with ServiceNow. We’re proud to deepen this collaboration as we work together to shape the next chapter of enterprise transformation. In the wake of an incredible week, I wanted to reflect on some of the biggest conversations and insights to come out of the event.

A shift toward interoperable agents

At Knowledge 25, the shift was clear:

• AI is moving from isolated tools to interconnected agents that work across systems, clouds, and organizations.
• Agentic AI has become the new operating model for intelligent, automated, and scalable enterprise workflows.

For example, Microsoft Copilot and ServiceNow Now Assist can now coordinate tasks, share context, and work together across platforms to eliminate silos and enable data-driven decision making in real time. With this interoperable ecosystem, you can improve productivity, enhance collaboration, and streamline business processes.

Watch Satya Nadella’s announcement at Knowledge 25:

A new chapter for CRM

During our mainstage panel discussion, The New CRM Playbook: Modernizing the Front Office with AI & Automation, we explored how organizations are moving to intelligent, cross-functional systems to manage interactions with current and potential customers, and why AI-powered customer service management and engagement is now a competitive necessity. Our integration of Microsoft Dynamics and ServiceNow Customer Workflows gives customers access to real-time insights, contextual automation, and seamless collaboration across sales, service, and support so they can make smart decisions and automate tedious but necessary tasks.

Looking ahead: industry transformation

The innovations showcased at Knowledge 25 set the stage for continuous evolution of industry-specific transformation with AI, from healthcare and financial services to manufacturing and the public sector. According to Microsoft’s 2025 Work Trend Index, 87% of frontline workers say access to real-time data would help them do their jobs better.

Together with ServiceNow, we are committed to:

• Advancing open protocols like agent-to-agent interoperability to foster secure, scalable AI collaboration.
• Empowering industries with unified data fabrics that unlock context-rich workflows.
• Delivering co-created, AI-driven solutions that make work more intelligent, human, and efficient.

The time to act is now, and we’re excited to continue to help customers move from AI experimentation to enterprise-wide execution.

Thank you to those of you who joined us at Knowledge 25!

Learn more about agent-to-agent communication:

• Empowering multi-agent apps with the open Agent2Agent (A2A) protocol
• Workflow Data Fabric powers AI agents

Learn about the Microsoft 365 Insider program and sign up for the Microsoft 365 Insider newsletter to get the latest information about Insider features in your inbox once a month!