“For example, just two years ago, one-third of the business was getting done in digital formats. Today, it's two-thirds, and in two years, it will be 90-plus percent.”

In context

“Bill McDermott (CEO): Well, thank you very much, Keith. First of all, in terms of then and now, in both cases, the world's biggest challenges are ServiceNow's biggest opportunities. And if you remember, we stepped right up to the emergency response, returned to work safely. And that really spurred on a whole new business for ServiceNow, but more importantly, to establish the brand as a leader. The case is also true now. The war in Ukraine, the rising inflationary environment, interest rates and dislocated supply chains, these are all opportunities for the NOW platform because this is the unique attribute of ServiceNow. We're an enterprise software market leader. Most of the companies, where they have felt the negative impacts of the environment, have a consumer business that will be probably impacted from these forces, but the enterprises are basically saying it's a tech-to-compete world, and I have to invest now because I'm already, in many cases, falling behind. For example, just two years ago, one-third of the business was getting done in digital formats. Today, it's two-thirds, and in two years, it will be 90-plus percent. So if you don't get digital fast, you lose. The other thing, we're in a war for talent in the global economy, like that's never been seen before at this level. And there's unique attributes of how the software has to take care of the people. You have to recruit them, hire them, but you have to onboard them. That's one of the moments of truth that nobody does the way we do it. So they feel part of the culture and where they're working from. And then, of course, you have to give the consumer a great experience to differentiate you. That is also true for the customer on a direct-to-consumer level and obviously creating the gaps on the low-code platform. So what I'm saying is, the world needs these problems solved, so we can help manage those macro effects that you're talking about. So the environment feels somewhat like it did then in that context, but we're redoubling our focus and our optimism across all employees anywhere in the world because all of our customers need us. So again, I think the unique differentiation is our clear focus on the enterprise and our consistent innovation. And on the geography scenario, it obviously will vary by quarter here and there. They're all strong. Americas was particularly strong, but all of our regions have strong pipelines and every reason to believe that it will be a consistent across-the-board effort everywhere in the world.”