ServiceNow, Inc. (NYSE:NOW) Q3 2023 Earnings Call Transcript

Alex Zukin: Super insightful, guys. Thank you very much.

Bill McDermott: Thank you. Thanks, Alex.

Gina Mastantuono: Thanks, Alex.

Operator: We’ll take our next question from Brad Sills with Bank of America.

Brad Sills: Oh, great, thank you so much. Looks like an uptick here in headcount this quarter, sales and marketing hires net adds, looks like more than 500 R&D, almost 400. Would love to get some color on some of those areas of prioritizing — that you’re prioritizing in the investment, both in sales and marketing and R&D. Thank you.

Gina Mastantuono: Yeah. Brad, listen, this is a tale of continued execution. We’ve been very focused on adding heads and investing in our R&D resources, and our quota-bearing sales. And so, you will continue to see us invest in those critical areas for us, and that’s been something that we’ve been doing for quarters now. And so, we’ll continue to add the quota-bearing sales, the direct sales folks, as we enter into ’24. You could expect to see similar levels of growth as we enter the following year. So feel really good about where we’ve been investing in those same areas that we’ve been talking about. Quota-bearing direct sales heads as well as critical key engineering as we think about the great innovation that comes from our R&D and engineering teams across the world.

Brad Sills: Thank you.

Operator: We’ll take our next question from Michael Turrin with Wells Fargo Securities.

Michael Turrin: Hey, great, thanks. I appreciate you taking the question and fantastic job with the Q3 results. Gina, you gave us some 2024 mile-markers at the Analyst Day earlier this year. It’s now October, a lot’s changed, but the growth profile is proven impressively durable throughout. Is there anything you’re seeing that’s meaningfully different here today versus where things were in May? It sounds more clear in terms of some initial value you’re seeing from the GenAI capabilities, but there are there other swing factors we should keep in mind understanding Q4 is very important, but anything you can add is useful. Thanks.

Gina Mastantuono: Yeah, you know, Michael, thanks for the question. We don’t provide formal fiscal year guidance until next quarter. That said, given our increase in revenue this year, we remain ever confident in the goal that we put forth back in May at Analyst Day for 2024 as well as 2026. The strength of our underlying business does provide solid momentum, and the potential for upside heading into ’24, but as you said, Q4 is a big quarter for us. We expect great things, but it has a significant impact on next year. So, we’ll wait for the formal guide, but feel very, very confident in the numbers that we laid out for you back in May, and stay tuned as we head into ’24.

Michael Turrin: Well said. Thank you.

Gina Mastantuono: Thanks, Michael.

Operator: We’ll take our next question from Samad Samana with Jefferies.

Samad Samana: Hey, Gina. I actually wanted to follow up on that. I had a different version of that question which is, just more precisely on GenAI when you gave — when you gave the outlook at the time of the Analyst Day, there’s, obviously, already a lot of discussion about AI with the products that have been rolled out, so when you gave the ’24 targets, does that embed any potential impact from GenAI specifically, or was that something that was just on the horizon, or on the com that wasn’t included, just for clarification. I’ve gotten that question a lot.

Gina Mastantuono: Sure. Yeah, Samad, great question. As you recall, at Analyst Day, we actually showed a lot of live demos of the work that we were doing around generative AI. We talked also about the fact that we’re not jumping on this AI bandwagon, but we’ve been investing in AI for years and years and generative AI was part of that. So as you think about our roadmap and our plan, GenAI was part of that. Now, that being said, the interest, and the understanding, and the excitement about GenAI today versus back in May is extremely exciting to us. And so, if your question is, is there potential upside as a result of GenAI, absolutely, but one quarter does not a trend make. So we will absolutely continue to keep you posted on the adoption rate of our GenAI SKUs, but we are extremely excited about the pipeline build that we’ve seen already, and it’s just been out for a very short amount of time.