At ServiceNow Knowledge 2026, major EMEA customers revealed how they have transitioned AI and automation initiatives from pilot stages into full-scale production, transforming enterprise operations and workforce dynamics.
- Siemens automates 96% of 1.7 million yearly IT requests
- Rossmann cuts HQ headcount by over 50%, deploying multiple AI agents
- UAE government boosts self-service adoption to 54% across 50+ entities
What happened
At Knowledge 2026 in Las Vegas, ServiceNow showcased its expanded AI Control Tower and Autonomous Workforce capabilities. A panel of prominent EMEA customers discussed their practical experiences scaling AI and automation beyond pilot phases. Representatives from the UAE government, Siemens, Rossmann, and SLB shared concrete metrics and operational advancements demonstrating the platform’s impact.
The customers highlighted extensive automation adoption with Siemens processing 1.7 million IT requests annually and automating 96%, Rossmann reducing headquarters staffing by more than half using AI agents, and the UAE government raising self-service adoption from 1% to 54%. SLB also improved external customer satisfaction significantly by integrating AI in expert support functions, underscoring the broad cross-sector relevance of ServiceNow’s technology.
Why it matters
These scalable AI implementations shift the narrative from cautious experimentation to proven efficiency and impact. Siemens’ approach of avoiding incidents through predictive and prescriptive automation exemplifies how AI now achieves complex decision-making and resolutions beyond traditional automation limits. This expansion allows enterprises to reduce manual workloads while elevating overall operational agility.
Workforce implications vary but generally point to a shift towards higher-value employee roles rather than simple reduction. Rossmann’s leadership emphasized realigning corporate resources to better support frontline activities, and SLB prioritizes liberating scarce expert talent from routine tasks to focus on growth-driving consulting engagements. These approaches demonstrate AI’s role as an enabler rather than a threat to skilled labor.
What to watch next
Future attention will likely focus on how enterprises integrate AI more deeply into diverse core workflows while balancing workforce transitions. Monitoring how organizations maintain service levels and manage change at scale will be critical. Innovations such as SLB’s customer ‘carry context’ functionality that streamlines support represent emerging best practices to reduce friction and improve user experience.
Additionally, how ServiceNow and its customers evolve operating strategies, like Siemens’ Vision 2030 "touchless" and "effortless support" pillars, will be key indicators of AI’s maturing role in enterprise IT and business functions. These stories will help define benchmarks and guide broader market adoption of AI-driven automation solutions.