When you move parcels in 220 countries, standing still isn't an option—and neither is breaking what works. DHL has been on the ServiceNow platform for years. Today the team is running two ambitious streams at once: a modernization push that moves them closer to out-of-the-box, and a wave of AI innovation that gets the platform ready for the agentic age. At DHL's scale, bringing those streams together is where the real complexity lives. Join this session to hear how the team sequences modernization against innovation, where out-of-the-box wins over custom, and what it takes to prepare a global platform—and the people on it—for AI agents that act.