{"id":701714,"date":"2025-10-22T05:19:00","date_gmt":"2025-10-22T05:19:00","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&#038;p=701714"},"modified":"2026-04-22T12:19:23","modified_gmt":"2026-04-22T12:19:23","slug":"redefining-enterprise-intelligence-this-is-what-intelligent-orchestration-really-delivers","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/redefining-enterprise-intelligence-this-is-what-intelligent-orchestration-really-delivers\/","title":{"rendered":"Redefining enterprise intelligence: This is what intelligent orchestration really delivers"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/ServiceNow-DotCom_Banner_2880X1800.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/ServiceNow-DotCom_Banner_2880X1800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/ServiceNow-DotCom_Banner_2880X1800.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/ServiceNow-DotCom_Banner_2880X1800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/ServiceNow-DotCom_Banner_2880X1800.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/ServiceNow-DotCom_Banner_2880X1800.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/ServiceNow-DotCom_Banner_2880X1800.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/ServiceNow-DotCom_Banner_2880X1800.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/ServiceNow-DotCom_Banner_2880X1800.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Enterprise management<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Redefining enterprise intelligence: This is what intelligent orchestration really delivers<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1163657\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1163657\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-at-servicenow-knowledge-2025-the-spotlight-was-on-a-transformative-truth-everything-is-about-ai-agents-from-how-we-interface-with-systems-to-how-decisions-are-made-and-executed-agents-are-becoming-the-new-foundation-of-enterprise-operations\">At ServiceNow Knowledge 2025, the spotlight was on a transformative truth: everything is about AI agents. From how we interface with systems to how decisions are made and executed, agents are becoming the new foundation of enterprise operations.<\/h3>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cEverything is about AI agents. Today, we can create agents leveraging AI Studio from ServiceNow to enable our customers to better service all their ecosystem.\u201d<\/p>\n<cite>Jean Marc Gaultier, Head of Group Strategic Initiatives and Partnerships, Capgemini<\/cite><\/blockquote>\n\n\n\n<div style=\"height:31px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-what-are-ai-agents\">What are AI agents?<\/h4>\n\n\n\n<p>Agentic AI doesn\u2019t wait &#8211; it anticipates, collaborates, and evolves. These AI agents are not tools. They\u2019re teammates. Unlike traditional AI tools that wait for instructions, agentic AI:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Understand context<\/li>\n\n\n\n<li>Anticipate needs<\/li>\n\n\n\n<li>Take proactive action<\/li>\n\n\n\n<li>Learn and evolves over time<\/li>\n<\/ul>\n\n\n\n<p>These AI agents can collaborate with humans and other systems, making them ideal for complex, dynamic enterprise environments.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-capgemini-s-resonance-ai-framework-is-the-strategic-blueprint-for-scaling-ai-with-purpose-and-precision\">Capgemini\u2019s resonance AI framework is the strategic blueprint for scaling AI with purpose and precision.<\/h4>\n\n\n\n<p>As AI evolves into the next utility &#8211; embedded into the fabric of everyday enterprise &#8211; Resonance AI helps leaders navigate transformation across three dimensions: Access, Adapt, and Adopt. It\u2019s how we engineer human\u2013AI chemistry to unlock new waves of value. And the urgency is real: <a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/AI-Agents_Final_160725-1.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">according to our Capgemini Research institute \u201cRise of Agentic AI\u201d report<\/a>, AI agents are projected to generate $450 billion in economic value by 2028, yet only 14% of organisations have deployed them at scale. Trust in fully autonomous agents has dropped from 43% to 27%, underscoring the need for frameworks that prioritise transparency, ethics, and collaboration. Resonance AI empowers organisations to structure their roadmap, assess maturity, and deliver outcomes that are tangible, trusted, and transformative &#8211; turning AI potential into measurable impact.<\/p>\n\n\n\n<p>The same report highlights that 62% of organisations are looking to collaborate with leading solution providers like ServiceNow to implement and advance their agentic AI strategies.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-servicenow-s-role-in-the-agentic-shift\">ServiceNow\u2019s role in the agentic shift<\/h4>\n\n\n\n<p><a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2024-10-21-gartner-identifies-the-top-10-strategic-technology-trends-for-2025\" target=\"_blank\" rel=\"noreferrer noopener\">According to Gartner<\/a>, by 2028, over 15% of daily operational decisions will be made autonomously by intelligent agents &#8211; up from virtually zero in 2024. This marks a fundamental reimagining of enterprise operations.<\/p>\n\n\n\n<p>ServiceNow is accelerating this shift with innovations like:<\/p>\n\n\n\n<p><strong>AI Agent Fabric:<\/strong> Rapidly build and deploy agents tailored to specific workflows<br><strong>AI Control Tower:<\/strong> Monitor agent performance and ensure ethical, responsible AI behavior at scale<\/p>\n\n\n\n<p>These tools enable enterprises to embed agentic intelligence across HR, IT, customer service, supply chain, and finance &#8211; moving from experimentation to enterprise-grade execution.<\/p>\n\n\n\n<p>ServiceNow is emerging as the central orchestration layer for enterprise AI agents, redefining how organisations manage and automate workflows. While its native capabilities deliver powerful automation within the ServiceNow ecosystem, its true strength lies in acting as the backbone for a connected, agent-driven enterprise.&nbsp;<\/p>\n\n\n\n<p>As businesses adopt <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">A<\/a><a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/ai-agents\/\">I agents<\/a> to handle increasingly complex tasks, ServiceNow provides the governance, workflow intelligence, and integration fabric needed to coordinate these agents across diverse platforms. This includes seamless interoperability with leading enterprise systems such as <strong>SAP, Salesforce, and Workday<\/strong>, as well as custom-built solutions tailored to unique business needs. By leveraging ServiceNow\u2019s extensibility, organisations can unify processes that span multiple environments, ensuring consistency, compliance, and efficiency.\u00a0<\/p>\n\n\n\n<p>Beyond platform integration, ServiceNow enables orchestration of agents powered by different large language models (LLMs) such as <strong>Claude, OpenAI, and others<\/strong>. This flexibility allows enterprises to deploy best-fit AI capabilities for specific workflows while maintaining a single point of control for execution and monitoring.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-servicenow-s-ai-agent-orchestrator-is-redefining-enterprise-automation-quietly-powerfully-and-at-scale-nbsp\">ServiceNow\u2019s AI agent orchestrator is redefining enterprise automation &#8211; quietly, powerfully, and at scale.&nbsp;<\/h4>\n\n\n\n<p>By coordinating multiple specialised AI agents across departments like IT, HR, and customer service, it enables end-to-end workflow automation that delivers measurable outcomes. From streamlining talent onboarding to accelerating customer case resolution, ServiceNow\u2019s agents integrate seamlessly into existing systems &#8211; ensuring faster results without disrupting operations. As Dorit Zilbershot, GVP of AI Experiences &amp; Innovation at ServiceNow, notes, the priority is clear: embed intelligence where work happens. This blend of advanced orchestration and practical application exemplifies the kind of human\u2013AI chemistry Capgemini\u2019s Resonance AI framework is built to scale.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-capgemini-s-role-is-pivotal-in-realising-this-vision\">Capgemini\u2019s role is pivotal in realising this vision.<\/h4>\n\n\n\n<p>We help clients identify the right AI agent for each workflow &#8211; whether it resides within ServiceNow or across integrated platforms. Our approach combines deep expertise in ServiceNow with strategic advisory on agent selection, integration, and optimisation. By designing and implementing this agentic ecosystem, Capgemini ensures that organisations maximise efficiency, accelerate innovation, and deliver measurable business outcomes.<\/p>\n\n\n\n<div class=\"wp-block-anchor-block-standard\" id=\"demos\" data-anchor-padding=\"\" style=\"--data-anchor-padding: 0px\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-live-demos-that-brought-it-to-life\">Live demos that brought it to life<\/h4>\n\n\n\n<p>At <a href=\"https:\/\/www.capgemini.com\/news\/events\/knowledge-servicenow\/\">ServiceNow Knowledge 2025,<\/a> we demonstrated the transformative capacity of agentic AI with a series of immersive, real-world demonstrations. These live demos show firsthand how AI-powered ServiceNow solutions are revolutionising both customer and employee experiences.<\/p>\n\n\n\n<p>From autonomous problem resolution to seamless cross-system integration, attendees witnessed the tangible business value unlocked by intelligent agents leading agile, proactive operations across the enterprise.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>People experience (PX) with agentic AI<\/strong><br>This demo showed how ServiceNow transforms employee journeys with two specific use cases around commuter benefit and onboarding. AI agents proactively resolve HR, Payroll, and IT issues &#8211; integrating with systems like Azure AD, Outlook, and Workday. The result? Fewer tickets, faster resolutions, and happier employees.<\/li>\n\n\n\n<li><strong>Agentic AI in enterprise service management (ESM)<\/strong><br>AI agents orchestrate workflows across departments, ensuring faster resolution, better compliance, and improved service delivery. One of the use cases include ESM device support and resolution enhancing the employee experience.<\/li>\n\n\n\n<li><strong>Customer experience (CX) with agentic AI<\/strong><br>The CX demos showcased ServiceNow\u2019s role in transforming industry-facing operations for sectors like Energy &amp; Utilities, and Manufacturing. Few of our industry use cases focused on AI-driven renewable energy transition support, shopfloor integration of the smart factory and autonomous power outage.<\/li>\n<\/ul>\n\n\n\n<p>AI-driven workflows proactively resolve customer issues, integrating with industry systems and the NOW platform for intelligent triage, automation, and personalised service. This enables faster, smarter, and more resilient customer service while streamlining back-office operations.<\/p>\n\n\n\n<div class=\"wp-block-anchor-block-standard\" id=\"enterprise\" data-anchor-padding=\"\" style=\"--data-anchor-padding: 0px\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-unlocking-tangible-value-using-agentic-ai-across-core-enterprise-pillars\">Unlocking tangible value using agentic AI across core enterprise pillars<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>People experience<\/strong>: AI agents are transforming the employee experience by automating routine tasks, proactively resolving issues, and enabling real-time support. According to Capgemini Research Institute, 25% of business processes are expected to reach semi- or fully autonomous levels by 2028, up from 15% today. This shift is already improving employee satisfaction and productivity by reducing friction in workflows and enabling intelligent agents to act as collaborators rather than just assistants. <a href=\"https:\/\/www.mckinsey.com\/~\/media\/mckinsey\/business%20functions\/quantumblack\/our%20insights\/seizing%20the%20agentic%20ai%20advantage\/seizing-the-agentic-ai-advantage.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">McKinsey emphasises that the real impact of AI<\/a> comes when it is embedded into core workflows &#8211; not bolted on &#8211; allowing agents to reason through ambiguity and drive decisions at scale.<\/li>\n\n\n\n<li><strong>Customer experience<\/strong>: Agentic AI is ushering in a new era of customer service. <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2025-03-05-gartner-predicts-agentic-ai-will-autonomously-resolve-80-percent-of-common-customer-service-issues-without-human-intervention-by-20290\" target=\"_blank\" rel=\"noreferrer noopener\">Gartner forecasts that by 2029, 80% of common customer service issues will be resolved autonomously by AI agents<\/a>, potentially reducing operational costs by 30%. <a href=\"https:\/\/www.bcg.com\/publications\/2025\/how-ai-agents-opening-golden-era-customer-experience\" target=\"_blank\" rel=\"noreferrer noopener\">BCG highlights that the convergence of AI-powered agents and innovative<\/a> hardware enables brands to deliver superior customer experiences at significantly lower cost-to-serve. These AI agents don\u2019t just respond &#8211; they anticipate needs, detect issues like failed payments or service outages, and initiate resolution steps automatically, such as issuing refunds or reordering items.<\/li>\n\n\n\n<li><strong>Enterprise service management (ESM)<\/strong>: AI agents are increasingly embedded into enterprise platforms, orchestrating workflows across IT, finance, and operations. According to Capgemini research report, agentic AI is evolving from narrow tools into autonomous team members capable of managing end-to-end processes with minimal human intervention. This shift marks a new era in enterprise operations &#8211; one where AI agents not only execute tasks but also collaborate and adapt in real time. <a href=\"https:\/\/www.gartner.com\/en\/documents\/6754034\" target=\"_blank\" rel=\"noreferrer noopener\">Gartner emphasises that agentic AI will redefine enterprise applications<\/a> by setting new standards for teamwork and workflow through smarter human-agent interactions.<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<div class=\"wp-block-cg-blocks-video-podcast-playlist\"><div class=\"video-playlist-block\" data-playlist=\"[{&quot;uid&quot;:&quot;9d6f8add-66a0-4a62-aa05-e54df76ba1be&quot;,&quot;title&quot;:&quot;Accelerate employee experience: Agentic AI for people experience with 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ServiceNow&quot;,&quot;description&quot;:&quot;&quot;,&quot;playerType&quot;:&quot;video&quot;,&quot;srcYoutube&quot;:&quot;https:\/\/www.youtube.com\/watch?v=HfoatBYyzyk&quot;,&quot;srcType&quot;:&quot;youtube&quot;,&quot;srcFile&quot;:&quot;&quot;,&quot;muted&quot;:true,&quot;poster&quot;:&quot;https:\/\/i.ytimg.com\/vi\/HfoatBYyzyk\/hqdefault.jpg&quot;,&quot;loop&quot;:false},{&quot;uid&quot;:&quot;74a4bc0f-d5f0-43a3-b007-5a0e757aff16&quot;,&quot;title&quot;:&quot;Reducing ServiceNow technical debt to thrive in today\u2019s AI-driven enterprises&quot;,&quot;description&quot;:&quot;&quot;,&quot;playerType&quot;:&quot;video&quot;,&quot;srcYoutube&quot;:&quot;https:\/\/www.youtube.com\/watch?v=2mIdJojtovI&quot;,&quot;srcType&quot;:&quot;youtube&quot;,&quot;srcFile&quot;:&quot;&quot;,&quot;muted&quot;:true,&quot;poster&quot;:&quot;https:\/\/i.ytimg.com\/vi\/2mIdJojtovI\/hqdefault.jpg&quot;,&quot;loop&quot;:false}]\"><div class=\"container\"><div class=\"video-player\"><div class=\"row\"><div class=\"col-12 col-lg-8\"><div id=\"yt-player\"><\/div><\/div><div class=\"col-12 col-lg-4\"><div class=\"video-info\"><h4 class=\"video-info-title\"><\/h4><div class=\"video-info-description\"><\/div><\/div><\/div><\/div><\/div><div class=\"video-playlist-placeholder\"><a class=\"accept-cookies-link\" href=\"#\" onclick=\"truste.eu &#038;&#038; truste.eu.clickListener()\">\n            Please allow advertising cookies to see this Youtube embed\n          <\/a><\/div><div class=\"playlist-slider-wrapper\"><div class=\"playlist-slider-nav\"><button class=\"prev-slide\"><i class=\"icon icon-zodiak-chevron-left\"><\/i><\/button><button class=\"next-slide\"><i class=\"icon icon-zodiak-chevron-right\"><\/i><\/button><\/div><div class=\"playlist-slider row\"><div class=\"col-12 col-md-3\"><div class=\"playlist-item\"><div class=\"row\"><div class=\"col-6 col-md-12\"><div class=\"playlist-item-image-wrapper\"><button class=\"play-pause-btn\" aria-label=\"pause\"><div class=\"play\"><img decoding=\"async\" class=\"icon-size\" loading=\"lazy\" alt=\"\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/play-icon-light.svg\"\/><\/div><div class=\"pause\"><img decoding=\"async\" class=\"icon-size\" loading=\"lazy\" alt=\"\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/pause-icon-light.svg\"\/><\/div><\/button><img decoding=\"async\" class=\"playlist-item-image\" src=\"https:\/\/i.ytimg.com\/vi\/mTq2nX8t0Z0\/hqdefault.jpg\" alt=\"\"\/><\/div><\/div><div class=\"col-6 col-md-12\"><h4 class=\"playlist-item-title\">Accelerate employee experience: Agentic AI for people experience with ServiceNow<\/h4><\/div><\/div><\/div><\/div><div class=\"col-12 col-md-3\"><div class=\"playlist-item\"><div class=\"row\"><div class=\"col-6 col-md-12\"><div class=\"playlist-item-image-wrapper\"><button class=\"play-pause-btn\" aria-label=\"pause\"><div class=\"play\"><img decoding=\"async\" class=\"icon-size\" loading=\"lazy\" alt=\"\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/play-icon-light.svg\"\/><\/div><div class=\"pause\"><img decoding=\"async\" class=\"icon-size\" loading=\"lazy\" alt=\"\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/pause-icon-light.svg\"\/><\/div><\/button><img decoding=\"async\" class=\"playlist-item-image\" src=\"https:\/\/i.ytimg.com\/vi\/MZJENvDLq3A\/hqdefault.jpg\" alt=\"\"\/><\/div><\/div><div class=\"col-6 col-md-12\"><h4 class=\"playlist-item-title\">AI agents in action: Solving the people experience challenge with ServiceNow<\/h4><\/div><\/div><\/div><\/div><div class=\"col-12 col-md-3\"><div class=\"playlist-item\"><div class=\"row\"><div class=\"col-6 col-md-12\"><div class=\"playlist-item-image-wrapper\"><button class=\"play-pause-btn\" aria-label=\"pause\"><div class=\"play\"><img decoding=\"async\" class=\"icon-size\" loading=\"lazy\" alt=\"\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/play-icon-light.svg\"\/><\/div><div class=\"pause\"><img decoding=\"async\" class=\"icon-size\" loading=\"lazy\" alt=\"\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/pause-icon-light.svg\"\/><\/div><\/button><img decoding=\"async\" class=\"playlist-item-image\" src=\"https:\/\/i.ytimg.com\/vi\/HfoatBYyzyk\/hqdefault.jpg\" alt=\"\"\/><\/div><\/div><div class=\"col-6 col-md-12\"><h4 class=\"playlist-item-title\">Transforming customer experience with AI agents through ServiceNow<\/h4><\/div><\/div><\/div><\/div><div class=\"col-12 col-md-3\"><div class=\"playlist-item\"><div class=\"row\"><div class=\"col-6 col-md-12\"><div class=\"playlist-item-image-wrapper\"><button class=\"play-pause-btn\" aria-label=\"pause\"><div class=\"play\"><img decoding=\"async\" class=\"icon-size\" loading=\"lazy\" alt=\"\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/play-icon-light.svg\"\/><\/div><div class=\"pause\"><img decoding=\"async\" class=\"icon-size\" loading=\"lazy\" alt=\"\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/pause-icon-light.svg\"\/><\/div><\/button><img decoding=\"async\" class=\"playlist-item-image\" src=\"https:\/\/i.ytimg.com\/vi\/2mIdJojtovI\/hqdefault.jpg\" alt=\"\"\/><\/div><\/div><div class=\"col-6 col-md-12\"><h4 class=\"playlist-item-title\">Reducing ServiceNow technical debt to thrive in today\u2019s AI-driven enterprises<\/h4><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-anchor-block-standard\" id=\"insights\" data-anchor-padding=\"\" style=\"--data-anchor-padding: 0px\"><\/div>\n\n\n\n\n\n<div class=\"wp-block-anchor-block-standard\" id=\"blogs\" data-anchor-padding=\"\" style=\"--data-anchor-padding: 0px\"><\/div>\n\n\n<section class=\"section section--expert-perspectives\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"expert-heading\">Expert perspectives<\/h2><\/div><\/div><div class=\"expert-prospective-container\"><div class=\"row\"><\/div><\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-call-to-action call-to-action-block\"><div class=\"container\"><div class=\"call-to-action-block-content-wrapper has-description\"><div class=\"text-wrapper has-description\"><h3 class=\"title\" data-maxlength=\"144\">Capgemini + ServiceNow: Engineering the agentic future<\/h3><p class=\"description\" data-maxlength=\"210\">At Capgemini, we\u2019re not just adapting to the agentic era &#8211; we\u2019re making it real. Together with ServiceNow, we\u2019re helping enterprises reimagine how work gets done: intelligently, autonomously, and at scale.<\/p><\/div><div class=\"button-wrapper has-description\"><a class=\"cta-btn-without-hover\" href=\"#\" target=\"\" rel=\"noopener noreferrer\" aria-label=\"Talk to our experts about Capgemini + ServiceNow: Engineering the agentic future\" title=\"Opens in a new window\" data-maxlength=\"24\" tabindex=\"0\"> Talk to our experts <\/a><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\" section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Meet our experts<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/jean-marc-gaultier-1-1.jpg\" alt=\"Jean-Marc Gaultier\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/jeanmarcgaultier\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Jean-Marc Gaultier<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Expert in Alliances, Business Planning, Portfolio<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/jeanmarcgaultier\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/CIS-expert-Jill-Weber-1-3.jpg\" alt=\"Jill Weber\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/jill-weber-9345727\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Jill Weber<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Global Partner Executive, ServiceNow | Group Strategic Initiatives &amp; Partnerships (GSIP)<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/jill-weber-9345727\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Jill Weber is a Global Partner Executive in Capgemini\u2019s Group Strategic Initiatives &#038; 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\u2019s practical industry experience, the right mix of people, and the processes and operational knowledge to address customer issues at a global scale.\n<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/C-Crummenerl-Portrait-002-1.jpg\" alt=\"Claudia Crummenerl\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/de.linkedin.com\/in\/claudia-crummenerl-226356\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Claudia Crummenerl<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>EVP, Global Head of Advisory for Strategic Partnerships, Capgemini Invent<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/de.linkedin.com\/in\/claudia-crummenerl-226356\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">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.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/06\/Jon_Harriman.jpg\" alt=\"Jon Harriman\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/uk.linkedin.com\/pub\/jon-harriman\/10\/7bb\/571\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Jon Harriman<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Vice President and Group Portfolio Executive at Capgemini<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/uk.linkedin.com\/pub\/jon-harriman\/10\/7bb\/571\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">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\u2019s experience spans IT infrastructure transformation and the design of scalable, human-centered solutions that align technology with business outcomes.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/03\/Alan-Connolly.jpg\" alt=\"Alan Connolly, Global Head \u2013 Employee Experience and Digital Workplace, Capgemini\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/connollya\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Alan Connolly<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Global Head of Portfolio \u2013 ESM, SIAM, and ServiceNow<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/connollya\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">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.\n<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>At ServiceNow Knowledge 2025, the spotlight was on a transformative truth: everything is about agents.<\/p>\n","protected":false},"author":33,"featured_media":701715,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":463,"primary_term":"Enterprise management","featured_focal_points":""},"tags":[],"research-and-insight-type":[85],"theme":[463],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-701714","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-enterprise-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Redefining Enterprise Intelligence | Capgemini UK<\/title>\n<meta name=\"description\" content=\"Redefine enterprise intelligence through intelligent orchestration. Learn how Capgemini UK delivers insight, agility, and impact.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/redefining-enterprise-intelligence-this-is-what-intelligent-orchestration-really-delivers\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Redefining enterprise intelligence: This is what intelligent orchestration really delivers\" \/>\n<meta property=\"og:description\" content=\"Redefine enterprise intelligence through intelligent orchestration. 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