Create & Experience: Unlocking the AI Advantage on ServiceNow

In today’s enterprise landscape, AI has become more than a buzzword — it’s a business imperative. But unlocking its true potential requires more than turning on a chatbot or piloting a virtual agent. It demands an integrated strategy that connects custom workflows, governed data, and intelligent experiences. This is where ServiceNow’s Create and Experience capabilities — combined with Workflow Data Fabric — become transformative.

At The Cloud People, we believe the future of AI on the Now Platform isn’t just about individual features. It’s about how they come together. And that’s exactly where we help our customers lead. In this article, we will elaborate our point of view around the  “Create” and “Experience” and why they shouldn’t be considered as separate ideas –  they’re two sides of the same AI coin. One builds the foundation, the other delivers the value. And between them sits data — the enabler that makes AI real.

Create: Building what matters, fast and safely

In the ServiceNow context, “Experience” generally refers to the user experience (UX) and engagement across the platform—how users interact with ServiceNow applications, portals, and services. It’s about making workflows intuitive, accessible, and efficient, not just functional.

That’s why ServiceNow’s Employee Center, Portals, and GenAI-enhanced search and chat are so critical. They turn backend intelligence into visible, intuitive, and value-driven interfaces. With ServiceNow AI capabilities, it's possible to create user experiences that:  

• Deliver AI-powered self-service portals
• Personalize journeys based on role, behavior, and context
• Integrate GenAI into search, deflection, and knowledge discovery
• Track usage to continuously improve the UX

This is where adoption happens. Where AI becomes not just functional — but frictionless. However, for all this magic to happen Data is the Key and foundation - which leads us to the next area. 

Experience: AI that users can feel

In the ServiceNow context, “Experience” generally refers to the user experience (UX) and engagement across the platform—how users interact with ServiceNow applications, portals, and services. It’s about making workflows intuitive, accessible, and efficient, not just functional.

That’s why ServiceNow’s Employee Center, Portals, and GenAI-enhanced search and chat are so critical. They turn backend intelligence into visible, intuitive, and value-driven interfaces. With ServiceNow AI capabilities, it's possible to create user experiences that:  

• Deliver AI-powered self-service portals
• Personalize journeys based on role, behavior, and context
• Integrate GenAI into search, deflection, and knowledge discovery
• Track usage to continuously improve the UX

This is where adoption happens. Where AI becomes not just functional — but frictionless. However, for all this magic to happen Data is the Key and foundation - which leads us to the next area. 

Data: The missing link in AI readiness

No AI can operate effectively without data. And yet, most organizations attempting to activate GenAI face the same hurdle: Disconnected, siloed, or ungoverned data. Workflow Data Fabric (WDF) is ServiceNow’s answer — a unified layer for exposing, modeling, and reusing data across the platform in real time. From our experience, WDF is the single most overlooked enabler of AI success. It’s what makes AI actionable:

• Feeds AI agents with governed, in-context data
• Powers GenAI copilots and automated decisions
• Enables data reuse across workflows, apps and personas

For organizations, this underscores that AI readiness is as much about data strategy and governance as it is about algorithms. Without a unified and well-managed data layer, even the most advanced AI capabilities will struggle to deliver meaningful outcomes. Implementing Workflow Data Fabric not only breaks down silos and enables real-time insights but also demands that organizations invest in data quality, standardization, and cross-functional collaboration. By doing so, enterprises can fully leverage AI to automate decisions, improve operational efficiency, and drive innovation—turning data from a hidden liability into a strategic asset.

Our recommendation to you!

As highlighted in this article, AI on the Now Platform is far more than a collection of features — it’s a unified, intelligent ecosystem. To unlock its full potential, organizations must look beyond isolated capabilities and focus on how AI is seamlessly embedded across application creation, workflow orchestration, and user experiences. True value emerges when these elements work together, powered by a robust data foundation that enables meaningful use cases and drives a cohesive AI strategy.

How to get started on your AI journey?

With proven AI engagements delivered to Equinor, Advania, and Hydro, and productized offerings like SmartForward AI (readiness & roadmap), Now Assist SmartPath  (pilot rapid deployment), and AI SmartPilot (scaling), we meet our customers wherever they are — and take them where they need to go.