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Event

Capgemini at ServiceNow World Forum 2025

Intelligence, meet experience. Welcome to your agentic-powered business.

Date:15 October 2025

Venue: ExCeL London

We were proud to be a platinum sponsor of ServiceNow World Forum 2025 in London.

Welcome to your agentic-powered business is the theme that encapsulates the Capgemini experience at ServiceNow’s World Forum 2025.

As a Platinum Sponsor, we are honoured to showcase the full potential of AI-powered ServiceNow with Capgemini. Our engaging content will focus on agentic-powered people and customer experience, smart factories and more. 

We aim to empower employees and delight customers, transforming businesses and bringing out their best. As technology evolves, so must the workflows supporting customer and employee journeys.

Outdated technology, inefficient processes, and siloed teams often hinder seamless experiences. ServiceNow addresses this by providing an integrated platform for customer and employee portals, enabling companies to modernise human capital investments and transform their business.

Together, Capgemini and ServiceNow help you expand the value of your technology investments, realising business potential beyond immediate needs to achieve the future you want.

Sessions: Stories that inspire

Discover how a leading Global People Services Director transformed employee experience using ServiceNow HRSD. Learn how smart planning, Capgemini’s expert partnership, and process excellence delivered scalable, intuitive services. Attendees will gain actionable insights into automation, self-service, and change management strategies that empowered HR teams and boosted efficiency. Explore how GenAI, Now Assist, and Agentic AI are shaping the future of personalized, proactive support—offering a bold roadmap to elevate your HRSD journey.

Speaker: Kerry Race, Global People Services Director, SAGE

Demos

Agentic AI demo for People Experience (PX) with ServiceNow

The PX demos showcase how ServiceNow transforms employee experiences through intelligent, proactive support across HR, Payroll, and IT. Using Agentic AI, digital agents detect issues before they escalate and autonomously guide resolution, integrating with systems like Azure AD, Outlook, and Workday. This results in a seamless experience for employees, reducing ticket volume andboosting productivity for support teams.

Speaker: Jon Harriman, Vice President, Customer & People Experience with ServiceNow Offer Leader, Capgemini

Agentic AI demo for Customer Experience (CX) with ServiceNow

The CX demos showcase ServiceNow’s role in transforming industry-facing operations for sectors like Energy, Utilities, and Manufacturing. AI-driven workflows proactively resolve customer issues, integrating with industry systems and the NOW platform for intelligent triage, automation, and personalized service. This enables faster, smarter, and more resilient customer service while streamlining back-office operations.

Speaker: Jon Harriman, Vice President, Customer & People Experience with ServiceNow Offer Leader, Capgemini

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Our Knowledge 2025 highlights

Explore Knowledge 2025 – we welcomed the agentic-powered bus

Cloud Realities episodes from Knowledge:

At Knowledge 2025, the spotlight is on big announcements and bold innovations—but we’re taking you behind the scene!. 
In this two-part special, we dive into the engine driving ServiceNow’s evolution, with exclusive conversations you won’t hear on the main stage.
In Part 1, Dave, Esmee, and Rob sit down with Karel van der Poel, SVP of Products at ServiceNow, to reflect on a decade of growth. They explore what it really takes to drive meaningful innovation—not just scattered ideas, but a clear vision, the ability to scale, and a focus on lasting impact.
Guest:
Karel van der Poel

Listen in

At Knowledge 2025, the spotlight is on big announcements and bold innovations—but we’re taking you behind the scene!
In this two-part special, we dive into the engine driving ServiceNow’s evolution, with exclusive conversations you won’t hear on the main stage.
In Part 2, Dave, Esmee, and Rob speak with Amanda Joslin, Senior Director of Platform and AI Innovation Product Management at ServiceNow, about the latest announcements from Knowledge 2025. They discuss how AI is being embedded directly into workflows and customer experiences through proactive, intelligent automation.
Guest:
Amanda Joslin

Listen in

Research and insights

Podcast series

Data-powered Innovation Jam podcast
Podcast

Cloud Realities – Season 3.2
Report

Customer service transformation

capgemini-research-institute

Meet our experts

Jill Weber

Jill Weber

Global Partner Executive, ServiceNow | Group Strategic Initiatives & Partnerships (GSIP)
Jill Weber is a Global Partner Executive in Capgemini’s Group Strategic Initiatives & Partnerships, and offer owner of Future Franchise Services. She is dedicated to ServiceNow, supporting partner offer development and solutions on platform, bringing together the breadth of Capgemini’s practical industry experience, the right mix of people, and the processes and operational knowledge to address customer issues at a global scale.
Jon Harriman

Jon Harriman

Vice President and Group Portfolio Executive at Capgemini
Jon Harriman is Vice President and Group Portfolio Executive at Capgemini, where he focuses on advancing people and customer experience strategies through integrated delivery and enablement capabilities. He brings deep sector and industry insight to his work, with a particular emphasis on how platforms like ServiceNow and Microsoft can be applied to improve employee experience, operational resilience, and digital service delivery. Jon’s experience spans IT infrastructure transformation and the design of scalable, human-centered solutions that align technology with business outcomes.
Andrea Kis

Andrea Kis

Strategic Partner Director ServiceNow
Andrea is an ESM/SIAM expert with 22 years of experience in service management who has great interest in and passion for human centric technologies and positive, outcome driven customer experiences. She has been involved with ServiceNow since 2011, specializing in topics related to employee and customer workflows, GBS solutions. Her motto is “Go beyond IT and conquer the enterprise with ServiceNow.
Allen Jackson

Allen Jackson

ServiceNow Americas Partner Executive
Allen leads the ServiceNow alliance relationship for Capgemini America. As a continuous improvement and process automation expert, he is dedicated to helping clients streamline operations, reduce costs, and delight customers by combining our deep expertise in business transformation and the most intelligent work automation platform.
Claudia Crummenerl

Claudia Crummenerl

EVP, Global Head of Advisory for Strategic Partnerships, Capgemini Invent
Recognising the importance of people in business transformation, Claudia works with clients to reinvent the employee experience through data and technology. She uses her expertise in the people perspective of digital to understand how leadership in the digital age is evolving, how talent and workforce productivity can be transformed through automation and AI, and how to effectively engage employees throughout the transformation process.
Alan Connolly, Global Head – Employee Experience and Digital Workplace, Capgemini

Alan Connolly

Global Head of Portfolio – ESM, SIAM, and ServiceNow
Alan is a visionary leader with a deep passion for collaborating with customers, partners, and industry experts to address complex challenges within the workplace and enterprise service management portfolio. With over 20 years of experience, he combines creativity and analytical prowess to craft comprehensive strategies that align with organizational goals and enhance productivity.

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