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Fortune

Nick Lichtenberg

$96 billion giant ServiceNow doesn't see a 'SaaSpocalypse.' It sees the 'hard lift, heavy lifting' phase just beginning

ServiceNow Amit Zavery Fortune

amit (Credit: © Photo by Stacie McChesney)

For the past four years, enterprise software conferences have been defined by a kind of competitive breathlessness: which company could announce the most AI agents, the boldest automation claims, the most mind-bending demos.

At ServiceNow’s Knowledge 2026, the company’s two top customer-facing executives are having very different conversations. The era of AI feature wars is ending, they told Fortune from the sidelines of the conference. What’s beginning is something far less glamorous, and far more important.

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