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.
Country Leader, ServiceNow
EVP & Chief Experience Officer, ServiceNow
VP - AI Transformation EMEA, ServiceNow
Managing Director / Data & AI Innovation Lead, Accenture
Head of Microsoft Digital Experience, Microsoft
Partner, Deloitte CH - Technology & Transformation, Deloitte
GVP, Platform Outbound Product Management, ServiceNow
Director Solution Consulting, ServiceNow
EMEA Director AI & WDF Solution Consultants, ServiceNow
VP Global Employee Experience & HR Technology, Mondelez International
Global Service Integration Manager, Hitachi Energy
GenAI Delivery Lead, Accenture
Head of IT Service Management, Die Schweizerische Post
Technical Architect, Swisscom
Head Security Risk & Audit, F.Hoffmann-La Roche Ltd.
ServiceNow Practice Lead, Switzerland, Ernst & Young AG
Director consult career center, Acerta consult
Chief Strategy Officer, Plat4mation
IT Business Transformation Manager, Elektrizitäts- und Wasserwerk der Stadt Buchs
Teamleader ESM / Senior ServiceNow Consultant, Bithawk AG
CIO, SoftwareOne
Product Owner ServiceNow, Balluff GmbH
Consult Partner ServiceNow, Kyndryl
Offering Lead for ServiceNow AI, DXC Technology
8:30 AM to 9:30 AM - Registration & Breakfast
9:30 AM to 10:35 AM - Zurich Release Keynote
Dino Minichiello, Country leader Switzerland, ServiceNow
Speaker: Amy Lokey, Executive Vice President, Chief Experience Officer, ServiceNow
Empowering People, Transforming Work: The Rise of the AI Enterprise.
AI is no longer optional—it’s the engine reshaping every function of the enterprise. Join ServiceNow and thought leaders from Accenture, Deloitte, and Microsoft for an inspiring panel on how to move from experiments to scale, integrate AI responsibly, and prepare your workforce for the era of digital employees. Discover how AI agents are evolving from search tools to orchestrators of work, why leadership and governance are critical, and what it takes to empower employees to thrive alongside AI. This is your opportunity to learn how to build an AI enterprise that is smarter, faster, and more human.
Panelists: Vanessa Cann, Data/AI Innovation Lead | Accenture Irina Chemerys, Head of Microsoft Digital Experience | Microsoft Marc Beierschoder, Partner, Deloitte Switzerland - Technology & Transformation | Deloitte Moderator: Adam Spearing, VP AI Transformation EMEA | ServiceNow
10:50 am to 12:00 pm - Zurich Release Innovation Spotlights
Track 1 (Plenary) The future of enterprise IT is autonomous. By harnessing AI-driven operations, organizations can move beyond reactive firefighting to achieve predictive, preventive, and even self-healing capabilities. This shift isn’t just about efficiency — it’s about transforming the way IT creates value, elevates the employee experience, and drives business resilience. In this session, we will explore how ServiceNow’s vision for Autonomous IT aligns with Philip Morris International’s bold journey toward a Zero Service Desk. Together, we’ll showcase what’s possible when technology, strategy, and innovation converge — setting a new standard for the future of IT. Speakers: Jean-Francois Muller, Director Solution Consulting, ServiceNow Brent Harrison, Director IT Technology Management Office, Philip Morris International Anjali Jaiswal, Sr. Solution Consultant, ServiceNow
Track 2 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 explore the potential of AI-assisted code generation (vibe coding), our Developer Sandbox and how our Vault Console protects your sensitive data across workflows. Speakers: Dale Cheeseman, EMEA Director AI Solution Consulting, ServiceNow Thomas Geering, Advisory Solution Consultant AI, ServiceNow
Track 1 (Plenary) 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: Antje Riege, Director Solution Consulting, ServiceNow Steven Rudin, Transformation Director, Getec Park Suisse
Track 2 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, with single-platform integration and automation. In this session, you'll hear from Glencore 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 Glencore 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: Michael Mikusik, Solution Sales Manager Creator Workflows, ServiceNow Maria Koletti, Head of SAP Center of Excellence, Glencore Sören Maucher, Head of Technology & AI, DT Advisory
12:00 PM to 1:30 PM - AI Expo & Lunch
Expo Hall (adjacent to the Plenary) Our Expo 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. Discover our main Agentic AI booth, our demo booths, as well as the booths of our Gold sponsors Agineo, Devoteam and Frox.
Join us at the Agentic AI booth: 12:15 - 12:35 Transforming Agents into a Digital Workforce: The Future of Work Guest Speaker: Matthias Feldmann, AI Business Solutions | Microsoft
1:20 to 4:20 pm - Customer & Partner Sessions
Track 1 (Plenary) Remember when ServiceNow was just mainly a ticketing & knowledge system? Mondelēz does. What started as a simple implementation to unlock our Shared Services back-office has evolved into a powerful, award-winning employee experience portal that has transformed how Mondelēz employees solve their HR related topics. Join Volker Schrank as he shares their complete journey—the good, the bad, and the ugly. He'll pull back the curtain on his most valuable lessons, the unexpected challenges he faced, the innovations he collaborated on with various ServiceNow partners, and the key decisions that led Mondelēz to win the prestigious ServiceNow Award for Best Employee Portal. Get ready to be inspired and learn how to turn your own ServiceNow instance from a tool into a true game-changer for Employee Experience. Speaker: Volker Schrank, VP Global Employee Experience & HR Technology, Mondelēz
Track 2 AI-powered innovation is reshaping industries and redefining success. Join DXC Technology, a leading global software provider, as we explore how ServiceNow AI capabilities can drive transformation across diverse industries. Our expert speakers will share insights on tackling common challenges, such as legacy process management and manual workflows, while showcasing the potential of AI-driven solutions. Discover what ServiceNow AI use cases have revolutionised DXC's fully integrated, AI-enabled insurance workflows, transforming insurance operations and enhancing collaboration across the entire policy lifecycle. By exploring our AI-driven transformation journey in the insurance sector, attendees from diverse industries can uncover valuable lessons and strategies that can be adapted to their unique contexts, promoting widespread innovation and growth. Drawing from real-world success stories, we'll demonstrate the importance of establishing a Center of Excellence and promoting a culture of continuous innovation through exploration and hackathons. Attendees will gain practical knowledge on implementing AI-Powered capabilities within their organisations and harnessing the benefits of DXC's industry-leading solutions. Speaker: Andrew Mansfield Searle, EMEA ISB, Insurance Specialist, DXC Technology James Downs, Global ServiceNow AI Offering Lead, DXC Technology
Track 1 (Plenary) 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
Track 2 Join Deloitte and Philip Morris International to hear how a global Fortune 500 company is leveraging ServiceNow as a keystone of its vision to become a top-tier IT service provider. Together, Deloitte and PMI designed a new IT service operating model, created a unified service catalogue, and are replatforming ServiceNow to simplify complexity and create a foundation for Agentic AI. These changes are already empowering our rock-star Service Managers and helping us move towards our goals. Speakers: Brent Harrison, Director IT Technology Management Office, Philip Morris International Alice Pearce, ServiceNow Lead Switzerland, Deloitte
Track 1 (Plenary) 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
Track 2 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, Consulting Partner ServiceNow, Kyndryl
Track 1 (Plenary) 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
Track 2 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
Track 1 (Plenary) 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
Track 2 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, SoftwareOne
4:50 PM to 5:30 PM - Locknote
Speaker: Heath Ramsey, Group Vice President, Outbound Product Management, ServiceNow
The Circle 27, Zurich, , Switzerland