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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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
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.
Business leaders, such as CFOs, CPOs, and CHROs, face growing pressure to reduce costs, simplify operations, and provide better visibility to information that empowers their teams to elevate business results. In this session, discover how ServiceNow’s AI-powered platform revolutionizes business services across key functions like HR, procurement, and finance. By leveraging ServiceNow AI Agents, high value employees focus on the most impactful work, cutting cycle times and producing hard dollar savings. Workflows deploy in months, while reducing reliance on legacy and point solutions.
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.
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.
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
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 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 Wasserwerke 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
4:30 PM to 5:15 PM - Locknote
Speaker: Heath Ramsey, GVP, Outbound Product Management, ServiceNow
The Circle 27, Zurich, , Switzerland