Sessions
🛠️ Design faster, smarter: Prototyping with Horizon, Figma, and AI
Too often, creators spend hours building complex solutions only to discover they weren't solving the right problem. In this hands-on lab, participants learn how to leverage Horizon, Figma, and AI to explore what's possible and pressure-test ideas before investing in implementation. Guided through a real-world scenario, attendees leave with a working prototype and a repeatable workflow to reduce rework and improve adoption. View session details
Lab — Stacy Silvernail & Henrik Hiort
✏️ From napkin to prototype with Figma Make
Every great product started as a messy napkin sketch. In this lab, attendees sketch their boldest design idea on a cocktail napkin, then watch AI transform it into a clickable prototype using Figma Make. No design skills required — just a Sharpie and an idea. View session details
Lab — Sandhya Valathajamana & Tony Baek
🎬 Service Desk's Eleven: Assemble your AI-first crew
Danny Ocean needed eleven specialists to pull off the Vegas job — your AI-first service desk needs the right crew too. In this high-energy workshop, participants audit their current state, decide what AI vs. humans should handle, assess data readiness, and assemble their dream crew. Hands-on scheming, lively debate, and peer collaboration throughout. View session details
Lab — Neha Kale, Jill Slaboda & Ravi Kumar Adapa
🎲 Game On: A playbook for choosing the right agentic use cases
What if prioritizing Agentic AI felt less like a spreadsheet exercise and more like a strategic game? This session introduces a Monopoly-inspired, workflow-driven approach to identifying and sequencing AI agents. Participants balance impact, feasibility, trust, and real-world constraints to build a credible portfolio of agentic use cases. View session details
Session — Mrini Gorla & Aditya Dabral
⚠️ It's AI… What could possibly go wrong?!
There's a massive push to get AI experiences out the door, but "working" and "working responsibly" aren't the same thing. In this workshop, participants practice responsible AI design using ServiceNow's Responsible AI Guidelines — diagnosing problems in real experiences, co-designing more responsible solutions, and building skills for cross-functional AI conversations. View session details
Session — Jessa Anderson, Di Le & Amber Chen
💻 Vibe Coding: AI-driven techniques for building better products faster
Vibe Coding blends intuition, rapid feedback, and disciplined engineering with AI assistance. In this roundtable, attendees experiment with practical techniques combining proven development practices with AI tools — including ServiceNow Build Agent and other coding assistants. The focus: using AI effectively without sacrificing quality, clarity, or control. View session details
Roundtable — Ben Snyder & Mike Denman
🎨 Your AI needs a vibe check: Translating your brand for intentional AI delivery
Everyone wants their AI to "feel right," but what does that actually mean? This roundtable helps attendees do the deep thinking most organizations skip — translating brand tone and personality into clear, usable guidance that AI can deliver on. Walk away with a practical framework and the confidence to build intentional AI experiences. View session details
Roundtable — Josh Ortiz & Libbie Miller
Roundtables
⚡ AI Control Tower Speedrun: How fast can you scale trusted AI?
A fast-paced roundtable exploring what it takes to scale AI governance and trust across an organization — without slowing down delivery. View session details
💬 Why AI conversations go wrong (and how to fix them)
An honest discussion about where AI-powered conversations break down — from tone mismatches to hallucinations — and practical approaches to designing better ones. View session details.
On the floor
Destination Success — Venetian
Destination Success is where Customer Success and Employee Experience come together on the expo floor. Stop by to explore hands-on demos covering Figma, the jobs-to-be-done framework, and Horizon, plus an interactive wall dedicated to AI-readiness and our SuperDemo stage running all week.
Knowledge Exchange — Wynn
Head to the Wynn for a full range of content experiences: discussion-driven roundtables and whiteboarding, self-guided content from User Experience and other teams, CreatorCon, and more. Plus, our Expert Lounge where you can drop by to talk with subject matter experts from User Experience, Customer Success, ServiceNow on ServiceNow, and ServiceNow University, no appointment needed.
SuperDemo schedule
Short, focused 15-minute talks running throughout the week at the Destination Success zone.
| Day | Topic | Speakers |
|---|---|---|
| Tuesday | Design faster, smarter with Horizon | Andy McDonald & Stacy Silvernail |
| Tuesday | Jobs-to-be-Done: Shaking up the journey to AI-native | Jason Boggs & Ivy Harris |
| Tuesday | Content Readiness for AI | Sandeep Medikonda |
| Wednesday | Build better products with AI | Ben Snyder & Mike Denman |
| Wednesday | Why your AI feels off: The four elements of personality | Josh Ortiz & Libbie Miller |
| Wednesday | Designing at the Speed of AI | Carly Price |
| Thursday | Get Ahead: UX Micro-Certification for ServiceNow Pros | AJ Siegel & Arnold Yoon |
Check it out
🪑 Sign up for your session
If you're going to be at Knowledge and you see something here that looks interesting, make sure to save your seat!
🔗 Session recaps & recordings
We'll be linking out to session recaps, slides, and recordings as they become available after the conference. Check back here soon!