A few months ago, our Yokohama Release introduced the ServiceNow AI platform for innovation. This autumn, our innovation journey continues under a new name: Zurich.
Join us on 2nd October for the Zurich Release Summit and experience firsthand how the latest advancements in the ServiceNow AI platform are empowering business transformation.
Explore cutting-edge AI innovations—from Yokohama to Zurich—and hear directly from ServiceNow customers as they share their early experiences with GenAI and AI Agents embedded in their workflow automation. Please note: The Zurich Release Summit is exclusively tailored for ServiceNow customers, prospects, and sponsoring partners. Due to limited capacity, we are unable to accept registrations from other interested parties.
We’re bringing together a vibrant community of visionary decision-makers, line-of-business managers, platform owners, and their teams. Join us for a day of inspiration, expert insights, and meaningful connections.
AI Expo: Experience the latest AI innovation
Discover the latest in AI-powered innovation across every workflow in our AI Expo—from CRM, HR, and IT & Security to Finance, Supply Chain, and App Creation. See how AI is transforming the way work gets done.
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You are not aware of any conflict of interest that would prohibit your attendance and receipt of items of value provided at the event. Your attendance and receipt of items of value is not prohibited by any laws or policies applicable to you. If necessary, your employer has approved your request to attend. You understand that ServiceNow is not extending this invitation (or inviting you to this event) to obtain favorable business treatment by you or your employer.
Our Partners are essential to our corporate ecosystem, actively sponsoring and shaping the Summit’s content. Expect insightful thought leadership and carefully curated customer success sessions showcasing the newest innovations on the ServiceNow AI Platform.
We are bringing innovation, knowledge, and community to you.
Further speakers will be announced shortly.
GVP, Platform Outbound Product Management, ServiceNow
Global Service Integration Manager, Hitachi Energy
Country Leader, ServiceNow
EVP, Chief Experience Officer, ServiceNow
Head of IT Service Management, Swiss Post
ServiceNow Architect, Swisscom
Teamleader ESM / Senior ServiceNow Consultant, BitHawk AG
CIO, SoftwareOne
GenAI Delivery Lead, Accenture
IT Business Transformation Manager, Elektrizitäts- und Wasserwerk der Stadt Buchs
Chief Strategy Officer, Plat4mation
Product Line Lead, Security Risk & Audit, Roche
Director, Technology Consulting, Ernst & Young
Director Career Center, Acerta Consult
Head of Microsoft Digital Experience, Microsoft
8:30 AM to 9:30 AM - Registration & Breakfast
9:30 AM to 10:30 AM - Zurich Release Keynote
Speaker: Amy Lokey, EVP, Chief Experience Officer, ServiceNow
Panelists to be announced.
10:45 AM to 12:00 PM - Zurich Release Innovation Sessions
Enterprise IT is quickly becoming more autonomous and is poised to change how we plan, implement, and experience IT. Autonomous IT allows us to move from reactive to preventive and even self-healing operations. For IT executives, this is a generational opportunity to align IT's evolution with business outcomes while remaining in complete control. In this session, you will hear about our latest Zurich Release innovations to drive efficiency, resilience, and innovation. You will also see how ServiceNow solutions put AI Agents to work in IT. Speakers: Jean-Francois Muller, Director Solution Consulting, ServiceNow Nemanja Adamovic, Business Develeopment Manager, Service Operations, ServiceNow
AI is only as powerful as the platform it’s built into. That’s why the ServiceNow AI Platform is designed to help organizations lead through this AI revolution—with out-of-the-box and custom AI Agents, built-in governance, and the ability to connect legacy apps into agentic workflows. You’ll hear from a customer on how they’re putting this into action—boosting productivity and driving transformation at speed. Speakers: Dale Cheeseman, Director Solution Consulting, ServiceNow Thomas Geering, Advisory Solution Consultant AI, ServiceNow
With the explosion of AI, there is a generational shift in the way companies are selling to and serving their customers. Over 80% of leaders say they plan to adopt AI in customer-facing efforts, but most don't know where to start. Join this session to learn more about ServiceNow's CRM solution is driving faster resolution time, lower case volumes, reduced costs and greater customer loyalty. You'll see the latest Zurich Release innovations from Customer Service Management, Field Service Management and Sales & Order Management and learn how to put AI to work for your customers. Speaker: Cosima von Kries, Senior Manager Solution Consulting, ServiceNow
The AI revolution presents a critical challenge–AI is only as effective as the data it can access and act on. Join us to discover how ServiceNow’s Workflow Data Fabric (WDF) is changing the game for enterprise AI by connecting to any enterprise data, surfacing and automating process bottlenecks, reducing costs up to 70% with single-platform integration and automation. In this session, you'll hear from our how they leverage WDF to connect and enrich data from systems like SAP and Confluence, providing process-specific context that enables the LLM to generate more accurate and relevant responses. You’ll also see which GenAI capabilities in ServiceNow are already delivering value for the customer today, and how they’re exploring new, AI-first experiences powered by conversational AI. The session includes live demos and technical insights, all developed with a focus on secure and compliant deployment. Speakers: Roman Haas, Senior Solution Consultant, ServiceNow Maria Koletti, Head of SAP Center of Excellence, Glencore Bastian Holdermann, Managing Partner, DT Advisory
12:00 PM to 1:30 PM - AI Expo & Lunch
Our Expo, adjacent to the Plenary, is designed to spotlight the Agentic AI innovation delivered in our Zurich Release, with a strong emphasis on its relevance across diverse workflows and user personas - including Autonomous IT but also key areas such as HR, CRM, Risk & Security and Finance & Supply Chain. Demo booths and topics to be announced shortly.
1:20 PM to 4:20 PM - Customer & Partner Sessions
Discover how Hitachi Energy is harnessing the power of ServiceNow Now Assist and Agentic AI to transform service delivery and end-user experiences. This session will showcase our journey implementing Now Assist, highlighting use cases across end-user support and service desk operations, all powered by AI Agent Studio, Task Intelligence, and out-of-the-box Now Assist skills. Learn how our integrated AI-powered ecosystem delivers measurable value, accelerates resolution times, and enhances user satisfaction. Attendees will gain practical insights into deploying and scaling Agentic AI use cases, with a focus on value realization and best practices for successful adoption in complex enterprise environments. Speakers: Oliver de Wilde, Head of Service Integration, Hitachi Energy Luca Garreffa, GenAI Delivery Lead, Accenture
Join us to discover how Swiss Post AG simplified and modernized its IT Service Management by replacing 18 outdated in-house tools with a single, cloud-based solution. In this breakout session, you will learn how Swiss Post improved service quality and speed for over 45,000 employees, enabled better integration with DevOps, partners, and cloud services; and ok a strategic step towards operational excellence. This is not just a technical upgrade - it’s a business transformation, because it aligns IT operations with business goals, empowers teams with data-driven processes, and creates the foundation for continuous innovation and agility. Find out how, together with Swisscom, Swiss Post has created a Joint Competence Center for ServiceNow, bringing deep expertise into three key areas, namely Platform Management, Application Management, Projects & Delivery. This collaboration ensures innovation, efficiency, and a long-term vision for sustainable IT operations. With its launch in August 2025, the transformation will set a new standard for how large organizations can future-proof their IT landscape. Speakers: David Buri, Head IT Service Management, Swiss Post Manuel Stimac, ServiceNow Technical Architect, Swisscom
Join us for an insightful breakout session where EY and Roche will discuss how AI can be applied to risk and compliance. Learn how EY's innovative solutions, powered by the ServiceNow AI Platform, are reshaping the risk management landscape. These capabilities allow organizations to transition from a reactive defense to autonomous resilience, offering robust, efficient, and ethical solutions. This session will highlight two compelling use cases from Roche's organization. Learn how you can shape the future of risk and third-party risk management with ServiceNow. Speakers: Martin Aeschlimann, Product Line Lead Information Security, Roche Rahul Chauhan, Director Technology Consulting, EY Siddharth Bhansali, Associate Partner, EY
In ecosystems where providers rely on external partners to sell and support their products, such as in the telecommunications, utility, and retail industries, the ability to deliver a seamless, consistent customer experience across organizational boundaries is paramount. This use case illustrates how ServiceNow can serve as a unifying CRM platform in a B2B2C setup by connecting providers, distributors, and consumers within a single, streamlined workflow. At Elektrizitäts- und Wasserwerk der Stadt Buchs (EW Buchs), business partners operate local stores and serve as the first point of contact for end customers. Until now, they have used an isolated portal and a custom-built tool to handle inquiries and sales. These solutions are costly, fragmented, and difficult to maintain. Often, orders had to be transferred manually between systems, resulting in media discontinuities and reduced efficiency. With the introduction of a ServiceNow-based partner portal, these interactions are now consolidated into a single interface. Partners can access relevant customer and product data, submit structured inquiries, and offer or order new products on behalf of consumers. Integrated approval processes and knowledge resources support these actions. Speakers: Harald Göldi, IT-Projektleiter, Elektizitäts- und Wasserwerk der Stadt Buchs Remo Stalder, Teamleader ESM / Senior ServiceNow Consultant, BitHawk
Today’s IT environments are fast-paced, diverse, and complex, which puts traditional service desks under pressure. SoftwareOne set out to change that by transforming IT support into a strategic driver of employee productivity. This session will demonstrate how SoftwareOne uses ServiceNow’s AI-powered real-time incident summarization, dynamic knowledge creation, and multilingual virtual agents to transition from fragmented support to intelligent, scalable service delivery. A core part of their transformation is IT Asset Management (ITAM). By integrating ITAM data into support workflows, SoftwareOne improved asset visibility, reduced manual work, and enabled automation in areas such as procurement, compliance, and proactive support. SoftwareOne are now expanding a global ITAM foundation to leverage the platform's broader capabilities across HR, finance, and operations. Technology alone wasn’t enough; change management was also crucial. AI features were colled out in waves, while collecting feedback from users in parallel. Speakers: Nazir Esmail, CIO, SoftwareOne Drazen Vukadin, Global ITAM CoE Lead, SoftewareOne
Agentic AI emerges as a powerful strategic resource, and with the right innovative approach, you can harness its benefits more efficiently and effectively. This case study, featuring HR Services company Acerta Consult, serves as a testament to how an agent can be constructed, trained, and deployed within weeks, delivering tangible value in real-time. Acerta's Autonomous Digital Agent employs predictive capabilities to discern customer churn and agent distress by analyzing their communication patterns. This insightful information empowers Acerta supervisors to proactively prevent both customer churn and agent burnout. We will provide a concise overview of the skills development process, utilizing academic research and field testing, and share best practices on how to invent, construct, and deploy ADAs using the ServiceNow platform. Speakers: Hannelore van Meldert, Director Career Center, Acerta Consult Stef Knaepkens, Chief Strategy Officer, Plat4mation
Balluff, a global leader in sensor, identification, and image processing solutions with over 3'500 employees, has fully outsourced its technology infrastructure to Kyndryl. In 2022, the introduction of the ServiceNow platform laid the groundwork for a unified IT and facility services framework. Since then, Balluff has expanded this foundation into a modern, global service hub—now supporting not only IT and facilities, but also legal services and product development.
With a long-term vision of delivering an Amazon-like, centralized service experience for all employees, Balluff continues to broaden its digital capabilities. As a mid-sized enterprise, maximizing the efficiency of the ServiceNow AI platform is key. Join this session to learn how Balluff and Kyndryl are pioneering an agile, innovation-driven approach to AI integration and service delivery.
Speakers: David Graf, Product Owner ServiceNow, Balluff Alexander Keim, Consult Partner ServiceNow, Kyndryl
4:30 PM to 5:15 PM - Locknote
Speaker: Heath Ramsey, GVP, Outbound Product Management, ServiceNow
The Circle 27, Zurich, , Switzerland