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ServiceNow AI Experience Redefines Enterprise Workflows

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ServiceNow has unveiled AI Experience, a next-generation interface designed to unify people, data, and workflows across enterprises. Launched in Dubai, the platform introduces a seamless, multimodal environment that places AI at the center of the user experience. With built-in governance and security, ServiceNow AI Experience is positioned to transform sales, service, and customer loyalty strategies at scale.

A Unified Front Door for Enterprise AI

Enterprises today face fragmented systems, with employees managing dozens of siloed applications and disconnected AI solutions. As a result, workers often lack access to the right data at the right time. ServiceNow AI Experience addresses this challenge by bringing workflows, data, and AI models onto a single intuitive interface.

By combining context-aware functionality with multimodal inputs — including voice, text, image, and web — the new interface simplifies adoption and reduces employee learning curves. Furthermore, it ensures that AI becomes embedded across every workflow rather than being bolted onto existing systems.

Transforming How Work Gets Done

AI Experience introduces a role-aware, intelligent interface that supports instant access to AI-powered agents. These agents learn continuously, operate transparently, and provide full visibility for employees. Consequently, tasks can be resolved faster, decisions are made more effectively, and organizations experience measurable gains in productivity.

Amy Lokey, EVP and chief experience officer at ServiceNow

Amy Lokey, Executive Vice President and Chief Experience Officer at ServiceNow, explained:
“By creating a unified, contextual, and intuitive AI Experience for the enterprise, we’re putting AI into the flow of work. ServiceNow is empowering people to collaborate with AI agents seamlessly and without friction.”

Key Capabilities of ServiceNow AI Experience

ServiceNow highlighted four major innovations within the new platform:

  • AI Voice Agents: Provide natural, hands-free support that can retrieve information, update records, and solve complex issues.
  • AI Web Agents: Navigate third-party apps and websites, completing tasks without APIs or manual integrations.
  • AI Data Explorer: Connects insights across internal and external data sources, helping users track trends and pinpoint causes directly within workflows.
  • AI Lens: Turns any on-screen element into instant action, allowing users to automate tasks and accelerate decisions in real time.

AI Experience and Customer Relationship Management

The platform also reshapes Customer Relationship Management (CRM). Traditionally, CRM systems act as static records of customer interactions. In contrast, ServiceNow AI Experience transforms CRM into an AI-first system of action.

For service teams, automation accelerates ticket resolution and request fulfillment. Meanwhile, sales teams benefit from an AI-powered Configure, Price, Quote (CPQ) solution that streamlines proposals. Therefore, employees can focus on building relationships while AI handles repetitive and manual tasks.

This approach not only reduces costs but also improves customer satisfaction, as interactions become more proactive, personalized, and efficient.

AI Control Tower: Governance and Security

A critical element of the new release is the AI Control Tower, a central hub for governing and monitoring AI assets. It ensures organizations can deploy ServiceNow AI Experience confidently while maintaining transparency, compliance, and security. In addition, ServiceNow announced expanded model provider flexibility. Companies can now select from ServiceNow’s platform-native LLMs or third-party providers such as Azure OpenAI, Anthropic Claude, and Google Gemini.

By aligning the most suitable model to each workflow, enterprises gain flexibility without sacrificing security. This makes ServiceNow AI Experience not just powerful, but also enterprise-ready.

Driving Transformation in the AI Era

The introduction of ServiceNow AI Experience marks a fundamental shift in how people interact with technology. It places AI at the forefront of workflows, ensuring that human employees can focus on higher-value tasks while AI agents handle routine, repetitive work. Moreover, it creates a foundation for organizations to scale AI responsibly, with governance and transparency built in from the start.

Visitors attending GITEX Global 2025 can see AI Experience in action at ServiceNow’s stand in Hall 3. With its multimodal, intelligent design, the platform demonstrates how enterprise-ready AI can drive efficiency, resilience, and lasting customer loyalty.

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Delinea Brings Runtime Control for AI Agents to GISEC Global 2026

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Delinea, the identity security platform that governs what humans, machines and AI agents do once they have access, today announced its participation at GISEC Global 2026. Under the theme, “From Access to Action: Governing AI at Runtime,” the company will spotlight the growing need for organisations to govern the actions autonomous AI agents take after access has been granted.

Following its release of new runtime authorisation capabilities for AI agents this summer, Delinea will use GISEC to advance the conversation around runtime authorisation, an approach designed to enforce policy on an agent’s actions within a session, at the time those actions are executed.

As AI agents take on increasingly autonomous roles across databases, cloud environments, infrastructure and business systems, the security challenge is shifting beyond authentication. While an agent may have legitimate access to a system, it can still take an action that exceeds its intended task or creates operational risk. Delinea’s runtime authorisation capabilities enable organisations to apply policy at the point of action — allowing, blocking or escalating activity before it executes.

“AI adoption is moving the identity-security conversation beyond the moment of authentication,” said Mortada Ayad, VP Sales at Delinea. “The question for organisations is no longer simply whether an AI agent can access a critical system. It is whether they can govern what that agent does once it is inside. At GISEC, we want to put that challenge, and the need for runtime control, at the centre of the regional conversation.”

Delinea has strategically adopted a channel-led presence at this year’s show, reflecting its focus on bringing these capabilities to market through the regional partners enterprises rely on to deploy, manage and operationalise complex security programmes. Through its presence at the stands of regional distributor, Shifra, and integrator partner, Defa3, the company will deepen engagement with existing partners, recruit new partners and build the specialist capabilities needed to support secure AI adoption across the region.

The approach builds on the Delinea Partner Advantage Program, launched in July 2026. The program provides partners with clearer rules of engagement, deal protection, tiered incentives and AI-driven enablement, helping them build profitable identity-security practices, while delivering stronger outcomes for customers. It is designed to support selling partners today, with expanding roles planned for managed service providers, global systems integrators, advisory partners and technology partners.

“For a capability this consequential, technology alone is not enough,” Ayad added. “Customers need partners who understand their environment, their risk and how to translate security policy into practical control. Our focus at GISEC is to equip and grow that ecosystem, so organisations can move forward with AI, knowing that authorised access does not become unchecked action.”

Delinea’s runtime authorisation for AI agents enables organisations to govern activity across the systems agents use, including databases, SSH hosts, Kubernetes clusters and cloud consoles. Through just-in-time, task-scoped access, and real-time policy enforcement, organisations can reduce reliance on standing credentials, while maintaining a defensible record of AI-driven activity.

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Tech First Gulf Strengthens its presence in Africa with the appointment of Mustapha Rafiki as General Manager – Maghreb & Francophone Africa

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Tech First Gulf (TFG), a leading value-added technology distributor across the Middle East and Africa, is pleased to announce the appointment of Mustapha Rafiki as General Manager – Maghreb & Francophone Africa. This strategic appointment marks another significant milestone in TFG’s continued regional expansion and reinforces the company’s commitment to strengthening its footprint across Africa.

With over 19 years of experience in the information technology industry, Mustapha brings extensive expertise in business development, channel management, sales leadership, and operational excellence. Throughout his career, he has successfully built and managed high-performing partner ecosystems while driving sustainable business growth across North, West, East, and Central Africa.

Before joining Tech First Gulf, Mustapha served as Head of B2B Africa at Logitech, where he led business operations across multiple African markets, developing strategic go-to-market initiatives and strengthening channel partnerships. Prior to Logitech, he held the position of Country Manager at Canon, where he played a pivotal role in expanding the company’s presence, developing strategic alliances, and accelerating growth across key enterprise and commercial segments.

As TFG continues to expand its operations throughout Africa, Mustapha’s appointment reflects the company’s vision of investing in experienced leadership to unlock new opportunities, deepen vendor and partner relationships, and deliver greater value to customers across the markets.

Under his leadership, TFG aims to accelerate regional growth by strengthening its distribution network, expanding strategic technology alliances, enabling channel partners, and introducing innovative solutions that address the evolving needs of enterprises and public sector organizations across the region. His deep understanding of African markets, combined with his proven leadership, will play a vital role in driving TFG’s next phase of growth.

“We are pleased to welcome Mustapha to Tech First Gulf as we continue our expansion across the region. The markets under his leadership offer tremendous opportunities for growth and innovation, and we remain committed to investing in their future through strong leadership and long-term partnerships. Mustapha’s proven track record, strategic vision, and extensive regional expertise make him the ideal leader to accelerate our growth, strengthen our market presence, and deliver lasting value to our partners and customers,” said Mr. Akashdeep (Sky), Chief Strategy Officer, Tech First Gulf

Commenting on his appointment, Mustapha Rafiki said:

“I am excited to join Tech First Gulf at such an important stage of its growth journey. TFG has built a strong reputation for delivering innovative technology solutions and empowering its partner ecosystem. I look forward to working closely with our vendors, partners, and customers to accelerate growth, expand our market presence, and create lasting value across the region.”

As Tech First Gulf continues its regional expansion strategy, the company remains focused on empowering businesses through world-class technology solutions, strengthening strategic partnerships, and building a future-ready digital ecosystem across India, Middle East and Africa.

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Turnitin Expands AI Writing Detection to Support Arabic Language Submissions

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Turnitin recently announced the launch of its AI writing detection capabilities for Arabic language submissions, marking a significant step in supporting educators and students worldwide. This expansion helps equip Arabic-speaking educators with the tools necessary to safeguard academic integrity and nurture original thinking in the classroom.

As AI adoption among students becomes nearly universal, educators require solutions that promote transparency, rather than surveillance. Turnitin goes beyond simply verifying authorship, its tools support the broader learning journey, and help equip students with the critical skills demanded by today’s workforce.

“By providing Arabic-speaking educators with tools that uphold learning integrity, we ensure that they have solutions designed to support original thought and critical thinking, rather than having LLMs replace it,” said James Thorley, Vice President of APAC and EMEA at Turnitin. “While there is no substitute for knowing a student’s writing style, educational background, and institutional AI policies, this tool gives educators insights into areas where AI may have been used. Ultimately, it opens the door to meaningful, informed conversations about the responsible use of AI.”

AI writing detection for Arabic is now available through Turnitin Originality and as an add-on for iThenticate customers. Like the English, Spanish, and Japanese versions, the feature provides educators with an overall percentage of likely AI-generated content, alongside:

Detection capabilities for the leading large language models, reporting designed with educators in mind and seamless integration into existing customer workflows.

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