ServiceNow Inc at RBC Capital Markets Global Technology, Internet, Media & Telecommunications Conference Transcript

The following is excerpted from the question-and-answer section of the transcript.

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : It's huge. I mean, it's -- you think about the scale of that and the opportunity to cross all that. You've been in ServiceNow for nine years, yes, you've been -- you've had several CEOs, and the current one is obviously, special as well. Can you talk about, as you've been with the company for nearly a decade, what is it about the company, the culture, that's been able to thrive through multiple CEOs and really what makes sort of the secret sauce from your perspective?

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : That's great. Given your purview on some really critical aspects of a business, I think a lot of us, when we think about now assist, now and we think about workflows, it's really turbocharged. Could you give us some tangible examples of where customers are using. Some of the premium features of Now Assist or Pro Plus and Now Assist within some of the core workflows.

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : So, it just feels like in the era of productivity, I'm sure you hear from the front line what customers are looking for in terms of where there's urgency for additional workflow. I mean, what are some of the things that maybe you're not doing today that you get requests for in terms of kind of urgency around improving some of that workflow.

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : Okay. That's a -- it's a dovetail into a narrative that it's been topical for all of us really the last several years, but it's just, with increased productivity. What is the impact of AI on traditional software, is software is AI killing software? I'm sure you hear that (multiple speaker).

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : I'm curious, like from your lens, from the customer lens, how do customers think about that? How do they think about usage of ServiceNow with AI and maybe increased productivity, and maybe that means fewer receipts in the future, but what is the customer lens?

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : So it's kind of a pivot into pricing because one of the concerns is, we sort of alluded to it in the prior question, but, if XYZ company is so much more productive, are we going to need as many HR service reps in the future.

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : Are you, I guess, are you seeing examples of where customers are shrinking the number of seats, and let's --and then that'll dovetail into the pricing and packaging with.

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : So are, and I know Gina, in when she talks about the billion dollars of now assist [ACB] at the end of next year, it doesn't, there's not a lot of consumption built into that initial assumption. But are you starting to see some customers break through some of those, some of the commits that are embedded in the (multiple speaker).

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : So it's a bit of an education as we pivot from this traditional seat-based model to a hybrid model. I want to go back to that in a second, but you said something interesting you -- In other words, implied in some of your earlier answer, you don't necessarily see ServiceNow moving to a full consumption model at some point in the future.

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : So I guess to maybe to put a bow on this, you -- the big concern is, kind of p times q and few receipts in the future is bad. When you're talking to these customers and they're seeing the ROI, are you seeing any friction on, I love ServiceNow, but in the future, I feel like we're going to use less ServiceNow. Or is it more of like, no, this is like it's changing the way we get work done, we see ACB growing on a customer base.

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : So, that it's a dovetail into the orchestration layer. I've long thought, as organizations are building and deploying AI as we are internally at RBC. Just understanding what all these agents are doing, you, is a critical issue, I think, for a lot of organizations, and you guys, we think you're in a really unique spot to be an orchestration agent across an organization, that agent of agents. Talk about, how customers are thinking about that. Is that something that they think about? I need somebody to manage all this, and if not ServiceNow. It doesn't, I don't know who else is in a good spot to do that.

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : So I can imagine as a knowledge worker you're pulling information from multiple systems to get your job done. So is there an example that you have of somebody using your orchestration, your control tower to ingest data from one system, maybe create a PowerPoint in Microsoft. Are those examples happening or are we not to like the agent protocol perspective yet where that's.

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : Move, once Moveworks is completed and integrated, what are you most excited for? What are customers most excited from that weren't previously getting from ServiceNow?

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : That's great, as we -- you guys have delivered strong results this year and it's obviously, it's like the new normal is uncertainty. The government's back open, but when you talk to customers, a question that I always get is like, how do customers think about year-end budget? Do they Is there a budget flush? Have you historically seen that? I can't imagine Gina is necessarily assuming anything abnormal there, but like, how do, what -- like from a customer lens, how do they think about kind of year-end, spending?

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : And so effectively what you're saying is you think there's more defined AI budgets today than there was even a year or two ago, and that certainly could play in.

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : I love asking a question, like a moonshot question, and you with your seat and your lens, I'm sure you have some interesting thoughts on where we go in the future. I guess like if we're sitting here three years, five years from now, like what is like a moonshot, element that AI could bring to ServiceNow? I mean, what could it mean that is transformative that we don't even see today? REFINITIV STREETEVENTS | www.refinitiv.com | Contact Us consent of Refinitiv. 'Refinitiv' and the Refinitiv logo are registered trademarks of Refinitiv and its affiliated companies. NOVEMBER 18, 2025 / 1:40PM, NOW.N - ServiceNow Inc at RBC Capital Markets Global Technology, Internet, Media & Telecommunications Conference

Question: Matthew Hedberg - RBC Capital Markets Inc - Analyst : Yeah, well, and we need another half hour. We're barely scratching the surface here, Josh, but so -- I, unfortunately we don't have any time for questions, but you -- I know you're here and meeting with investors today. So, from all of us at RBC, Josh, thank you, and Alex, thanks for coming.