SERVICENOW, INC. Goldman Sachs Communacopia + Technology Conference 2026

Thank you, Gabriela. Great to be here with you.

Yeah. The enterprise is a whole different scenario from the consumer experience. I think for years, the complexity of the enterprise has surprised people. We've moved from an environment of, I would say, token maxing to token economics. Every CEO wants to grow their business, they want to expand their margins, and they want to do everything in a highly secure manner. What we're seeing is you have to manage the identity of humans and agents and robots and thinking machines and do this all on a common platform. I guess our moat is context, because we have 100 billion workflows doing 8 trillion transactions in the global economy right now.

That configuration management database knows all the people, places, and things that are going on in the enterprise, and it's that rich context engine that understands the rationale of how that work is flowing, to whom it is flowing, why it is flowing, and everything has to be auditable and highly secure. I like to say we're the rules and rails of the enterprise, which is very different than the do-it-yourself vibe slop that's happening in a lot of companies today, creating even more technical debt and risk than ever before.

Well, first of all, I think vibe coding is happening everywhere. What you're seeing in enterprises today is a lack of visibility. 90% of the organizations in the world economy today do not have visibility on the agents, whether they're bring your own agents or the enterprise agents in an enterprise. Just think about that risk, just for a second. We don't even have to get into the Hugging Face example or lack of kill switches, which obviously ServiceNow has all of that.

I think what we're seeing here is initially, companies were very interested in this because they're like, "Hey, can I do it better, cheaper, faster by vibe coding myself beyond these enterprise platforms?" What they found out was that there's a 5 to 10x TCO difference, meaning it's 5 to 10 times more expensive to even try that than actually use a proven platform like ServiceNow, because you have the integration challenges that have been around for 60 years. You have the security challenges that are getting more and more relevant every second of every day. Then you have the ongoing support and maintenance of these systems. Of course, if everybody is doing their own thing, nothing actually integrates at a business process or an execution level from one department to another.

If I vibe code myself to a sales question and say, "How are sales doing today?" I might get an answer that sales are up or down, but it's not looking into the product development cycle, the supply chain, the ad campaigns that may or may not be running, and what's going on with the coverage strategy in the company, who's in what phase of what pipeline. Ultimately, after you make the sale, that's a good thing, but now we got to get the customer live, productive, adopting these things and being successful, which is going to touch every department in a corporation. So when we talk about enterprise, we're talking about a whole another ballgame from experiencing the convenience of these great thinking machines on your living room couch on a Saturday afternoon.