Experience Summit 2025
ServiceNow is thrilled to announce its Biggest Premier UX Event, Experience Summit 2025!
Hyderabad 18th July | Bengaluru 25th July
Registrations are now closed!
If you registered, keep an eye on your inbox — your confirmation will reach you shortly!
Welcome to ServiceNow Experience Summit 2025
An annual one-of-a-kind event for professionals across User Experience Industry to come together, network, learn and share best practices to create world class applications that are user-friendly, visually beautiful, inclusive accessibility, supercharge productivity, and emotionally resonate with our user base.
Discover our passion for innovation and product experiences that people love. Learn from our diverse team of Designers, Researchers, Writers, and Program Managers who are passionate about understanding and meeting user needs.
Engage in dynamic discussions with fellow enthusiasts and visionary minds. This is your perfect chance to swap stories, tackle challenges, and absorb the collective intelligence of the ServiceNow community.
Listen to our leaders as they unveil their bold visions for the future of ServiceNow and the transformative influence of AI on the industry. Gain the strategic insights you need to shape your career's journey.
Dive into the latest and greatest goings-on at ServiceNow with engaging, content-rich sessions led by top industry experts and strategic partners. Discover the latest features, uncover best practices, and hear real-world success stories that will empower you to elevate your game.
Experience a one-of-a-kind zone that showcases the innovation, creativity and thought leadership. Engage with our teams to learn the recent strides we've made in the field of AI.
8:00 AM To 9:00AM - Registration
Kick off the day by checking in at the registration desk. Attendees will receive their event badges, welcome kits, and have the opportunity to network over light refreshments before the sessions begin.
9:30 AM To 10:00 AM - Better Together | Keynote by Anand Tharanathan | GVP, Product Research and Insights
Join Anand Tharanathan as he sets the tone for the day with a visionary keynote. Expect insights into emerging trends, innovation in product thinking, and the strategic direction shaping the future of our work.
10:00 AM To 10:30 AM - The New Frontier: Human-First & AI-Forward | A Talk by Efrat Orkin | VP, Design
Efrat Orkin will share a compelling talk focused on design leadership, user empathy, and the evolving role of research in product development. A must-attend for those passionate about user-centered innovation.
10:30 AM To 11:00 AM - Fireside Chat with Pinkesh Shah | Founder & CEO of DelightLoop
Join a dynamic fireside chat with Pinkesh Shah, a seasoned Silicon Valley investor and Founder & CEO of DelightLoop. With over 25 years of experience in product leadership across startups and global enterprises, including roles as Chief Product Officer at Qualys and VP of Product Management at McAfee, Pinkesh brings a wealth of insight into building products that matter. This session will explore his journey, lessons in scaling innovation, and the future of product excellence
11:00 AM To 11:30 AM - Coffee/ Networking Break
Take a break to grab coffee, connect with peers, and reflect on the morning’s sessions. A great opportunity to build new relationships and exchange ideas.
11:30 AM To 1:00 PM - Workshops
Choose between hands-on workshops or a leadership-focused track. Workshops offer practical tools and techniques, while the leadership track features talks on influence, strategy, and career growth.
Ideal For:
Designers, UX Researchers, PMs, Developers, and students interested in the future of human-AI collaboration
Mission: Agent Possible is a hands-on workshop about designing AI agents with intentional personality—grounded in user trust and responsible behavior. This isn’t just about building bots that respond; it’s about shaping AI agents that communicate with purpose, speak with clarity, and act with accountability. Participants will craft character-driven AI agents for meaningful interaction using a guided framework that defines tone, behavioral boundaries, and interaction style. The session is designed for a cross-functional audience to explore what it truly means for an agent to be “agentic”—aware of its purpose, personality, and how it engages in a conversation.
Key Takeaways:
Ideal For:
All attendees—especially designers, researchers, content strategists, and PMs interested in AI innovation
Led by Abhimanyu Tiwari, Staff UX Researcher, this imaginative and practical workshop helps participants explore how Agentic AI can be integrated into real-world workflows. Through playful prompts—like designing an AI companion to help navigate a new city or prepare for life on a new planet—attendees will learn how to identify gaps, craft ideas, and map out meaningful agentic experiences. The session introduces a toolkit and process to help teams move from abstract ideas to actionable use cases.
Key Takeaways:
Ideal For:
Writers, content and product leaders, UX researchers, and anyone curious about data-informed decision-making
AI outcomes are only as strong as the content and data behind them. When information is scattered, outdated, or unstructured, even the most advanced models struggle to deliver value. To move from experimentation to real impact, enterprises must focus on content readiness—ensuring knowledge is structured, contextual, and well-governed. This session shares a practical framework for preparing enterprise content for AI, with strategies to turn knowledge bases, case records, and community data into high-quality signals that power accurate search, smart automation, and better user experiences.
Key Takeaways:
Ideal For:
UX Writers, Content Designers, and Technical Writers transitioning into AI-integrated roles; Product Designers and Conversation Designers exploring human-centered AI experiences
Led by Elizabeth Vemu, Staff Technical Writer, this talk explores how enterprise documentation is evolving from static help articles into dynamic, AI-driven conversations. Drawing on real-world examples. It uncovers how writers are now designing for intelligent agents—creating content not just to be read, but retrieved, and responded to in real time. It’s a behind-the-scenes look at how content fuels conversational experiences and how UX writing intersects with AI systems, retrieval architecture, and prompt design.
Key Takeaways:
1:00 PM To 2:00 PM - Lunch Break
Enjoy a delicious lunch and recharge for the afternoon. Use this time to network informally or relax with your team.
2:00 PM - 3 tracks (Product Content | Research | Design)
Select from three parallel tracks:
Ideal For:
Writers and documentation professionals interested in leveraging strategic decision making value.
Led by Meghana Kancharla, Staff Technical Writer, this workshop explores how documentation metrics are often tracked but under utilized for strategic decision-making. This workshop empowers writers, researchers, product owners, and content leaders to shift from passive reporting to data-informed action — with the help of AI.Using a real-world case study, we’ll demonstrate how combining content analytics (via Adobe Analytics), product usage dashboards, and internal AI tools can uncover subtle signals about usability, content effectiveness, and user behavior.
What You’ll Learn:
Looking Ahead: We’ll also explore how this workflow can scale — supporting multi-product teams, aiding resource-constrained groups, and evolving into an adaptive system where AI monitors engagement, flags shifts, and guides proactive content strategy.
Key Takeaways:
Ideal For:
Led by Subha V, Senior Staff Technical Writer, this session explores how AI can help with automating documentation tasks and improving customer experience. Through practical use cases such as summarizing in-app help and correlating Support metrics with content metrics, participants will see how AI can shift documentation from a Support function to a strategic asset.
Key Takeaways:
Ideal For:
All attendees interested in the intersection of UX research and AI
Led by Mrini Gorla, Sr. Staff UX Researcher and Devendra Surolia, Manager UX Research, this session explores how AI is reshaping the research landscape—not by replacing researchers, but by augmenting their capabilities. From participant recruitment and interview analysis to concept testing and storytelling, this session showcases real-world examples and tool demos that demonstrate how AI can reduce operational friction and enhance insight delivery. Attendees will also explore ethical considerations and a framework for evaluating AI tools in research.
Key Takeaways:
Ideal For:
UX Designers, Researchers, Writers, and Product Teams working on or exploring AI-powered experiences
Led by Neeraja Mathur, Senior UX Researcher and Akash Chandan, Staff UX Reseracher - this session introduces the 5Ps Framework—Perception, Processing, Prediction, Proactivity, and Persona—to help UX teams evaluate and design AI agents that often operate behind the scenes. As AI becomes embedded in everything from help desks to copilots, traditional UX methods fall short. This talk explores how to bridge the gap between system logic and user trust through thoughtful research and design, using real-world examples and collaborative insights.
Key Takeaways:
Ideal For:
UX Researchers, Designers, and Cross-functional Teams—especially those navigating innovation, transformation, or new initiatives
In this forward-looking session, Saakshi Yadav reframes UX research as a strategic function—one that shapes product vision, not just validates it. Drawing from a real-world 0-to-1 product case study, she illustrates how research can lay the foundation for clarity and confidence even before a single user exists. This talk is a call to action for researchers and cross-functional teams to embed research early and often, transforming it into a multiplier for innovation and market success.
Key Takeaways:
Ideal For:
All attendees—especially early-career designers, B2C professionals curious about B2B, product managers, and anyone unfamiliar with enterprise design
In this candid and inspiring talk, Piyush Parimal, Associate Product Designer, shares his personal journey from architecture student to enterprise UX designer. Through reflections on his internship and current role at ServiceNow, he challenges common assumptions about enterprise design being rigid or uninspiring. Instead, he reveals a world where creativity meets complexity, and where design decisions quietly shape how thousands of people work. This session is a celebration of the unseen impact and deep purpose behind enterprise UX.
Key Takeaways:
Ideal For:
Designers, PMs, Design Program Managers, and User Researchers working on or exploring AI-powered enterprise products
Note: This talk builds on a framework developed at Cisco and expanded at ServiceNow.
Led by Abhishek Dhar, Senior Product Designer, this talk explores how to design emotionally intelligent Agentic AI experiences that foster trust, autonomy, and delight in enterprise environments. Drawing from his work at Cisco and ServiceNow, Abhishek introduces frameworks and toolkits that help designers embed delight at behavioral and reflective levels—not just visual. He challenges the notion that B2B design must be dry, showing how thoughtful design can create meaningful, human-centered interactions with AI agents.
Key Takeaways:
Ideal For:
Product Designers, Product Managers, and Developers curious about AI-powered products and next-gen interfaces—no prior AI experience required.
Led by Sweekar Shetty, Senior Product Designer on the AI Platform Experience Team, this session explores how multimodal AI is reshaping user experience. From voice and image to audio interactions, Sweekar breaks down the strengths and limitations of each modality and shares actionable UX principles for designing intuitive, human-centered multimodal experiences. With real-world examples and a look at emerging trends, this talk is a must-attend for anyone designing next-gen AI interfaces.
Key Takeaways:
3:30 PM To 4:00 PM - Coffee Break
Grab a coffee and reconnect with colleagues. Reflect on the breakout sessions and prepare for the final sessions of the day
4:00 PM To 4:15 PM - ServiceNow Culture (HRBP) with Ilango AP | Senior Director, HRBP Management and Varun Lalitha | Director HRBP
Varun and Ilango from HRBP share insights into ServiceNow’s cultural values, employee engagement, and what makes our workplace thrive.
4:15 PM To 4:30 PM - Closing Keynote with Anand Tharanathan | GVP, Product Research and Insights
Anand Tharanathan returns to close the day with key takeaways, acknowledgments, and a look ahead at what’s next for the team and the organization.
We are bringing innovation, knowledge, and community to you.
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Novotel Hotel Rd, Izzathnagar, Shilpa Hills, Kothaguda, Hyderabad, Telangana 500084
90/4, Outer Ring Rd, Marathahalli Village, Marathahalli, Bengaluru, Karnataka 560037
