"“The fear is that somehow a startup will use a large language model, put a lightweight wrapper around it, and ServiceNow will sit on its hands for the next 10 years ... and ServiceNow will sit on its hands for the next 10 years and wait for that company to catch up, and then we'll go out of business,” he said. “It just makes no sense.”"
"“They're not showing up because they don't believe in ServiceNow,” Fipps said. “They're not showing up because they don't believe in ServiceNow,” Fipps said. “They're not showing up because they don't believe in ServiceNow,” Fipps said."
"“The era of sidecar AI is over. Customers don't want to cobble pieces together - they w”"
Enterprise software conferences have shifted from competing on AI agent announcements and automation demos toward more practical priorities. Over the past 18 months, speculation has raised concerns that end-to-end AI agents could reduce the need for large SaaS platforms, a fear reflected in market volatility. ServiceNow executives pushed back against the idea that a startup could wrap a large language model and replace the company. They pointed to customer demand, including 25,000 attendees at Knowledge 2026, as evidence that customers still value ServiceNow. They also emphasized that customers do not want “sidecar” AI assembled from separate pieces, signaling a move toward integrated solutions.
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