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Event

Capgemini at ServiceNow Knowledge 2025

May 6-8, 2025 | The Venetian Convention and Expo Center, Las Vegas | Booth #4408

Intelligence, meet Experience.

Welcome to your agentic-powered business

Capgemini is excited to be a Platinum Sponsor of ServiceNow Knowledge 2025 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 week planned at Knowledge and will be showcasing engaging content focusing on Agentic-powered People and Customer Experience, Supply Chain Operations, FSI Operations Resilience, 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However, outdated technology, inefficient processes, and siloed teams often hinder companies from delivering a seamless customer and employee experience.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 modernize 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 realize the business potential beyond your immediate needs, so you can get the future you want.

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Sessions: Stories that inspire

A global insurance firm had a complex IT setup around the “cmdb_ci_appl” table. With misplaced data and extra custom tables, they worked with Capgemini to align ServiceNow CMDB with the CSDM framework, advancing CSDM maturity. Learn how assessment, application refactoring, and enhanced services improved visibility and ITSM support for critical applications in under a year.

Speakers:

  • David Treiber, ServiceNow NA Practice Head, Capgemini
  • Joel Kosmich, VP Software Development, Everest Global
  • Bindu Majumdar, VP Business Management Office, Everest Global

Tuesday, May 6, 2:45 – 3:15 pm

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Join us for an insightful session with the Orange France CIO and discover how the Now Platform is being leveraged to improve Customer Experience through ServiceNow’s FSM solution. Learn how to revolutionize the quality of service (QoS) of Fiber to the Home (FTTH) and explore best practices for deploying this unique orchestrator.

Speakers:

  • Bruno Chomel, CIO, Orange France
  • Arnaud Demesse, EVP and COO South & Central Europe, Capgemini

Tuesday, May 6, 5:00 PM – 5:30 pm

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Generative AI is everywhere, and Agentic AI is next, but most enterprises struggle to move from experimentation to impact. AI promises efficiency and automation, yet challenges like workforce disruption, data quality, ethics, and business integration remain unsolved. This roundtable cuts through the noise, tackling key questions: How will AI reshape jobs? How do you turn AI into real business value? Join us for a practical discussion on harnessing AI effectively and avoiding common pitfalls.

Speaker

  • Jon Harriman, Vice President, Customer & People Experience with ServiceNow Offer Leader

Wednesday, May 07, 2025 | 2 – 3 pm
SPN2333 – Roundtable

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Learn how Subway partnered up with Capgemini to replace a legacy case management system using ServiceNow CSM with a self-serve web portal – doing away with the typical case forms, and using virtual agent that was designed for each and everycustomer journey/experience. What’s unique about this virtual agent capability is that only specific customer journeys lead to case creation, while the remaining lead to case deflection with no live agent involvement. Customer satisfaction and agent productivity are at the cornerstone of this remarkable and innovative implementation success.

Speakers:

  • April Smith, Lead Delivery Executive, Capgemini
  • Brian Pace Sr.  Director, Technology Support & Service Management , Technology Infra Ops & Support, Subway
  • Claudia Guzman, Senior Director, Guest Experience & Insights, Subway

Wednesday, May 07, 2025 | 4:30 – 5 pm

SPN2355 – Breakout session

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In this session, explore a real-life resilience crisis. Learn to access information sources, make informed decisions, resolve issues, communicate with the board, and report to regulators. By session’s end, you’ll understand how to become a knowledgeable, adaptable resilience leader, earning high regard from the board.

Speaker:

  • Marieke van de Putte, Global Portfolio Lead Continuous Compliance, Capgemini

Thursday, May 08, 2025 | 2:00 – 2:20 pm

SPN2397 – Theater session

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Demos

Intelligent Factory – Shopfloor Integration

Capgemini, ServiceNow, and Cybus are revolutionizing intelligent factories with seamless data and digital continuity. This integration offers real-time visibility of shopfloor devices, enabling data-driven decisions and efficient multi-plant management, enhancing agility and competitiveness.

Speaker: Katharina Harms, Manager, Data & Analytics, Capgemini

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 and boosting 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

Success story

    Fresenius transforms user access to IT services and support

    FreDi, the easy-to-access global virtual agent and agent chat solution, shortens, simplifies, and enhances the user experience

    Read more

      Research and insights

      Podcast

      Data-powered Innovation Jam – a podcast series
      Podcast

      Cloud Realities – the podcast series
      Report

      Customer service transformation

      capgemini-research-institute

        Data-powered Innovation Jam

        RightHere, RightNow

        Listen now

        Cloud Realities

        CR063: The impact of AI-powered automation with Gretchen Alarcon, ServiceNow

        Listen now

        Gen AI in ESM

        Enhance your Enterprise Service Management practice using generative AI.

        Read more

          Expert perspectives

          ServiceNow Knowledge 2025
          Customer experience, People experience

          Rethinking Customer Experience with ServiceNow Why CX needs a revolution?

          Jon Harriman
          Apr 24, 2025
          Automation

          The power of automation: ServiceNow’s role in modern business 

          Capgemini
          Apr 24, 2025
          Trends

          Five trends driving the future of service management

          Capgemini
          Apr 24, 2025

          Meet our experts

          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

          Group Offer Lead – People Experience
          Jon is a renowned expert in employee experience, leveraging his role as the People Experience Group Offer Leader at Capgemini to drive organizational success through people-centric approaches. With an extensive and diverse background encompassing roles in portfolio and offer development, pre-sales, solutioning, and delivery, coupled with a fervor for transforming how companies cultivate their workforce, Jon is committed to empowering organizations to establish engaging environments for their employees.

          Andrea Kis

          ServiceNow Partner Manager UK
          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

          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

          EVP, Global Head of Advisory for Strategic Partnerships, Capgemini Invent
          Recognizing 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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