ServiceNow AI Experience - why the new interface is a platform strategy for enterprise dominance

When ServiceNow announced AI Experience earlier this week, the company framed it as a "unified, conversational front door to enterprise AI." But the more telling description came during a pre-briefing, when executives made clear what's really at play here: this isn't just a user interface redesign - it's a strategic move to capture the highest-value layer in the enterprise technology stack. Amy Lokey, executive vice president and chief experience officer at ServiceNow, said during the briefing:

We're putting AI at the center of your user experience. Prompts are really replacing pages, conversations replace clicks, and AI becomes your most valuable teammate.

It’s important to understand the context here. The belief that AI will be the main way users interact with systems, with traditional applications relegated to the background, represents a culmination of years’ long strategy. ServiceNow has spent the past decade positioning itself as a "platform ...