Event

Join us at ServiceNow World Forum 2025

Intelligence, meet experience.

Date:15 October 2025

Venue: ExCeL London

Welcome to your agentic-powered business

Capgemini is excited to be a Platinum Sponsor of ServiceNow World Forum 2025 in London and help you tap into the full potential of AI-powered ServiceNow with Capgemini, from reimagining what’s possible to bringing it to life.

We have an exciting day planned at the forum and will be showcasing engaging content focusing on agentic-powered people and customer experience, Smart factory, and much more.

From empowering employees and delighting customers all focused to transform their business and bring out their best.

As technology continuously evolves, transforming the nature of work and the workplace, it is crucial that the workflows supporting the customer and employee journey evolve as well. However, outdated technology, inefficient processes, and siloed teams often hinder companies from delivering a seamless customer and employee experience. This is where ServiceNow comes in. By providing an integrated platform for customer and employee portals, ServiceNow enables companies to modernise their investment in human capital as well as transform their business and augment customer experience.

Together, Capgemini and ServiceNow can help you balance the imperatives to expand the value of your technology investments. We work with you to realise the business potential beyond your immediate needs, so you can get the future you want.

Sessions: Stories that inspire

Discover how a Global People Services Director transformed the employee experience with ServiceNow HRSD. Through smart planning, Capgemini’s partnership, and process excellence, they delivered scalable, intuitive services. Gain practical insights into driving self-service, empowering HR teams, and boosting efficiency—while exploring a bold roadmap to elevate your HRSD journey

Speaker: Kerry Race, Global People Services Director, SAGE

Explore our demos at Capgemini booth #10

AI agents in action: Solving the people experience challenge 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 and boosting productivity for support teams. Explore some specific use cases around commuter benefits, onboarding and ESM device support.

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

Transforming customer experience with AI agents through 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. Explore use cases around AI-driven renewable energy transition and autonomous power outage.

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

Meet our experts at ServiceNow World Forum

Book a meeting with us

Our Knowledge 2025 highlights

Explore Knowledge 2025 – we welcomed the agentic-powered business.

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
Report

Customer service transformation

capgemini-research-institute capgemini-research-institute
Capgemini Research Institute

AI and Gen AI in business operations

capgemini-research-institute capgemini-research-institute
Capgemini Research Institute

Rise of agentic AI

capgemini-research-institute capgemini-research-institute

Reshape your future with AI

Artificial intelligence (AI) is ushering in a new era of unprecedented transformation, unleashing waves of opportunity across industries and within society.

Read more

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.
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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