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servicenow knowledge 2023

Knowledge 2023 is a wrap!

Thanks to our team for your endless efforts to make K23 a huge success. Save the date for next year’s Knowledge happening May 7-9, 2024!

To uplift experiences while extracting more value from your tech investments, you don’t just need a technology upgrade. You need to find a balance – which takes a shift in perspective. 

We were recently at Knowledge 2023, exploring how you can realize a future that works – better. As a sponsor, we hosted inspirational sessions from our experts and live demos to transport your digital transformation dreams to reality in the form of a roadmap.

Knowledge 2023: Speaking Sessions

Learn how Future Franchise Services solution helped Starbucks and Inspire Brands unite franchise operations to drive business value resulting in improved connection to franchisees and empowering employees in the process.

Brewing Efficiency: How Starbucks Transformed the CX with Capgemini

Starbucks, a multinational chain of coffeehouses and roastery reserves, has made strides in improving the customer experience in the coffee giant’s UK region. By leveraging ServiceNow capabilities in partnership with Capgemini, the team rapidly deployed a cost-effective and agile solution. Paired with subsequent feature enhancements, this solution has resulted in significant efficiency gains and cost savings.


Lindsay Walker
Product Owner,

April Smith
Service Management Consulting Manager, Infrastructure Services, Capgemini

Digitizing employee experience: unleash the power of 68,000 Siemens Healthineers

Learn how Siemens Healthineers (SHS) is revolutionizing its employee experience. Siemens partnered with Capgemini and ServiceNow® to create an omnichannel employee experience. This new service center is set up to provide an unmatched, standardized journey for all SHS employees backed with newly established service centers, while increasing the efficiency of their HR Organization.


Stefan Bayer
Senior VP of IT Function Services,
Siemens Healthineers

Claudia Crummenerl
Global Practice Lead Workforce and Organization, Capgemini

Join us to hear about how Siemens Healthineers delivered exceptional people experiences and made their employee experience central to their enterprise.

Stand out from the crowd by becoming a content creator

Join Allen Andreas, Content Creator and 5x ServiceNow® Community MVP, as he explains how to stand out from the crowd by creating content and building your personal brand within the ServiceNow ecosystem. Learn about the personal and professional benefits of knowledge sharing and key things to consider when creating content such as: how to target an audience, the importance of setting goals, identifying topics to cover, equipment considerations, and more.


Allen Andreas
ServiceNow Strategist / Content Creator

Meet our experts

Marta Kisiela

Offer Lead, Cloud Infrastructure Services 
An expert in enterprise service management with 10 years of experience of working with customers, partners, and industry experts to manage IT services in the most efficient manner. For the last 2 years Marta has been working with Cloud Infrastructure Services as an Offer Lead building innovative solutions based on ServiceNow platform to solve our customer’s complex business problems. The most recent offer is Future Franchise Services which is dedicated to managing the franchise-franchisee relationship.

Hugo Gordillo

Expert in Cloud Infrastructure Services, Digital Transformation

Mike Fluharty

Consulting Manager
Certified Implementation Specialist in Discovery, Event Management, Service Mapping, Cloud Provisioning & Governance, PPM

Andrea Kis

UK&I ServiceNow Lead and Alliance Manager
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.

April Smith

Consulting Manager
Certified Implementation Specialist in CSM, FSM, HRSD, ITSM, VR, SIR, RC, VRM, PPM, APM

Allen Andreas

ServiceNow Platform Strategist
5x SN Community MVP Award Winner, Thought Leader, Strategist, Evangelist, Content Creator, and Candidate for ServiceNow’s Certified Master Architect Expert Program

Michelle Harrison

Enterprise Architect Cloud Infrastructure Services
Capabilities include: ITSM, ITOM, CSM, MSP, CMDB, SIAM, FSM, PPM

Ewa Lichtenstein

Alliance Manager, Capgemini’s Business Services
Ewa is an expert in ServiceNow and other case technology management tools, providing innovative service application solutions for her clients. She helps shape customer experience strategies through service desk technology, focusing on driving long-term growth and sustainable value. Meet Ewa at Knowledge 2023 to learn how Capgemini enable its clients to leverage their procurement and finance transformation journey to drive real business outcomes in collaboration with ServiceNow.

Kunle Lawal

ServiceNow HR Lead and Senior Business Transformation Manager, Intelligent People Operations, Capgemini’s Business Services
Kunle is a ServiceNow HR certified implementation specialist. His experience spans multiple industries, enabling him to lead several large-scale ServiceNow HR technology design and outcome-based implementations for his clients. His domain expertise includes HR transformation and outsourcing, HR operations delivery, and HR operating and technology design and implementation. Join Kunle at Knowledge 2023 and explore how you can optimize your HR transformation journey with Capgemini’s ServiceNow solutions.

Olaf De Hoogh

North America Intelligent People Operations Practice Lead, Capgemini’s Business Services
Olaf leads Capgemini’s North America Intelligent People Operations practice and focuses on enabling better employee experiences through HR Software-as-a-Service (SaaS) technologies. He is responsible for sales, client business case development, future state operating model design, transformation implementation and delivery, ongoing operational support, continuous improvement, and innovation. Join Olaf at Knowledge 2023 and discover how Capgemini makes frictionless people experience a reality for its clients in collaboration with ServiceNow.