Last Thursday, April 23, ServiceNow held its AI Summit Madrid 2026 at the LOOM Azca space in the capital, a meeting in which topics of great interest such as agentic AI and its role in Spanish companies were addressed. The meeting brought together more than 400 attendees, including clients, partners and professionals from the technology sector.
Under the motto “Put AI to work for you”, the day included the participation of ServiceNow executives and 15 strategic partners such as Accenture, Capgemini, Deloitte, DXC and NTT Data, among others, who presented real success stories and technical demonstrations on how agentic AI is transforming workflows in organizations. Many of the sessions revolved around how agentic AI allows us to move from traditional automation to more advanced autonomous execution models.
Luis Miguel Domínguez, vice president of ServiceNow Iberia, opened the event by highlighting the paradigm shift that the market is experiencing and the need to move from experimentation to real impact. «We have been talking about AI for years, but today we can demonstrate on stage that in less than five minutes and with the right platform you can build a real, functional and secure application. “That is what differentiates the AI that puts organizations to work from the one that remains in the presentation,” he stated. In this context, he stressed that agentic AI will be key to materializing this leap towards autonomous business applications.
Despite intense investment in AI in recent years, many organizations face what McKinsey analysts call the generative AI paradox: horizontal AI initiatives (such as AI assistants or chatbots) often generate limited return on investment, while AI integrated into business processes offers significantly higher returns, but often remains stuck in the pilot phase. Precisely, agentic AI was presented during the meeting as a way to overcome this blockage and scale results.
In this sense, Domínguez also highlighted the need to move towards AI applications aimed at specific problems, and highlighted: “The AI that really matters is not the one that answers questions, but the one that automates end-to-end workflows.” As he explained, this vision finds its natural evolution in agentic AI.
Autonomous agents and service desk transformation
The second presentation, given by Nir Evron, AI Strategy & GTM EMEA, and Alberto Melero, Iberia Solution Consulting Manager, delved into the evolution of the platform towards autonomous agent models based on agentic AI, capable of integrating into areas such as IT, human resources or finance, and of managing and resolving incidents automatically in the most common cases. Additionally, Gonzalo Fiuza, Office of the CISO at ServiceNow, highlighted that the company currently resolves around 90% of basic-level incidents internally among its almost 30,000 employees, with the goal of fully automating this level before 2027 through agentic AI capabilities.
During the event, ServiceNow reinforced its vision of the platform as an enterprise AI orchestration system. In this context, he highlighted the integration of Moveworks as a conversational interface for employees, which acts as an entry point for the resolution of requests within the platform ecosystem and as support for experiences powered by agentic AI. Additionally, it introduced AI Control Tower as an enterprise AI governance layer, designed to centrally monitor and manage artificial intelligence assets in complex environments, including agentic AI deployments, strengthening security, traceability and regulatory compliance.
Customer and ecosystem use cases
The event concluded with a broad agenda of parallel sessions and real success stories presented by clients and ecosystem partners. Notable cases included Unicaja, with initiatives in CRM, Iberdrola, in the areas of HR and Global Business Services, IFEMA, with Autonomous IT projects, and Coty, highlighting the use of ServiceNow as an agentic AI platform. Likewise, a panel of experts was held with the participation of the Madrid City Council and Iberdrola, which addressed the importance of the modernization of applications as a basis for digital transformation, as well as the role of agentic AI as an accelerator both in operational efficiency and in improving services to citizens and employees.
In this sense, José Miguel González Aguilera, Deputy Director General of Innovation and Emerging Services of the Madrid City Council, declared: “The Digital Transformation Strategy of the Madrid City Council establishes that technology is at the service of people…”. The discussion highlighted how the future incorporation of agentic AI can accelerate that modernization.
For his part, Carlos Asensio Hernández, Head of Digital Office at Iberdrola, commented: “Forums such as the ServiceNow AI Summit demonstrate that digital transformation advances when organizations and technological partners work in alignment…”, a vision in which, as he explained, agentic AI will play a leading role.
During the event, ServiceNow reinforced its vision of the platform as an enterprise artificial intelligence orchestration system
The general director of Transformation of Unicaja, Severino J. Méndez, stated: “The Zero Incidents Plan…”. In addition, he highlighted the comprehensive incident management model implemented by Unicaja as a key initiative to advance the deployment of a strategy where agentic AI will be able to reinforce operational efficiency and customer experience.
Finally, Ismael Ligero, Applications Support Senior Manager at Coty, indicated: “For Coty, AI is no longer a promise, it is a direct lever to boost competitiveness…”. He added that the natural evolution of this approach involves incorporating agentic AI into real operations to gain autonomy, speed and quality in decision making. “That’s the real turning point.”
