William O’Neill, General Manager and Vice President, GCC, ServiceNow, spoke to Deepa V Narwani on the sidelines of GITEX 2025 about the company’s strong partner ecosystem, and how their newly launched AI Experience is redefining enterprise efficiency.
O’Neill described GITEX as a platform where innovation meets impact. He said, “We are here to be with our partners, customers, and industry leaders. Also, there’s no better place than Dubai, the heart of the region, to showcase our platform and the value it’s bringing to the region and to our customers”.
ServiceNow’s stand at GITEX features several strategic partners, a collaboration O’Neill described as central to the company’s regional strategy.
“It’s important to have our partners showcased and present here”, he noted. “The partner ecosystem is critical to our strategy. They are the extended arm of our business. They help us accelerate our growth, and ensure that these programmes are delivered successfully so that customers achieve their outcomes and the impact we set out to deliver”.
A key highlight for ServiceNow this year is the AI Experience, which O’Neill described as a breakthrough in the evolution of enterprise software.
He explained, “When you look at enterprise software in the era of AI, it was typically built in silos, fragmented data and applications, and people were moving between the same apps just to get the same work done with repetitive actions. What we see now is that vendors have layered AI on top of these fragmented workflows, which creates patchwork, miscommunication, and fragmented outcomes”.
To solve this, ServiceNow has built an AI platform that unifies these workflows and data sources. “What we’ve done is build a multi-modal, multi-lingual tech, which brings web, image, any agent or any AI, in one platform,” he said. “We’ve unified the experience and brought all of those data sources together, so you’re getting more tangible outcomes and business impact in a non-siloed way”.
He added, “We’ve moved what was once an industry of systems of record to our platform, which is an AI-native system of action”.
In the era of cognitive and agentic AI, ServiceNow has positioned itself as a key driver of enterprise transformation. “We are the AI platform for business transformation”, O’Neill highlighted. “We connect data and workflows and supercharge that with agentic AI. The value that brings is in mitigating risk, increasing revenue, reducing cost, and ultimately increasing efficiencies across both private enterprises and the public sector in the Middle East”.
He added that the company’s focus extends beyond business efficiency to improving everyday experiences. “We see that tenfold — enhancing the experiences of people within the workplace and citizens as well. Our value proposition is strong and aligned with the visions of organisations in tandem”.
In conclusion, he said, “We’re delighted to be at GITEX and to welcome all our customers to our booth. We’ve got several agentic demos and AI demos happening, as well as showcasing our journey in the CRM space as we double down in those areas to serve both citizens and customers”.
Image Credit: ServiceNow