The AI Reset: Why CIOs Must Reimagine Work, Not Just Automate It
A staggering 85% of AI projects fail to reach production, often due to a fundamental misstep: focusing on automating existing processes instead of fundamentally rethinking how work gets done. This warning, delivered by Kellie Romack, CDIO at ServiceNow, isn’t just a cautionary tale; it’s a blueprint for success in the rapidly evolving landscape of enterprise AI adoption.
Beyond Automation: The Power of Reimagination
Romack’s core message is blunt: don’t layer AI onto broken systems. “We have to reimagine the work,” she emphasizes. The temptation to simply digitize and accelerate outdated workflows is strong, but it yields limited returns and can even amplify existing inefficiencies. Instead, CIOs should “zoom out” and assess the true business value of any AI initiative. This means asking tough questions: Will this truly scale? Will it benefit the entire organization, or just a single department?
This approach isn’t just theoretical. ServiceNow itself embodies this principle. Romack describes internal “difficult conversations” where proposed AI use cases are scrutinized for scalability and organizational impact. Prioritizing initiatives that offer broad benefits – particularly those that are repeatable – is key to maximizing ROI.
Securing C-Suite Buy-In: The “C-Suite Inspection Meeting”
Successful AI deployment isn’t an IT project; it’s a business transformation. As such, it requires unwavering support from the entire C-suite. Romack champions a proactive approach: a monthly “C-Suite Inspection Meeting” dedicated solely to AI adoption. This isn’t just a status update on value and scale; it’s a forum for executives to discuss how they’re using AI and what they’re achieving with it.
Complementing this is a company-wide AI council, comprising 20 leaders from every department. This cross-functional body fosters knowledge sharing and ensures that AI initiatives are aligned with overall business priorities. By prioritizing scale and repeatability, ServiceNow aims to personalize services while leveraging the power of AI across the enterprise.
Focusing on Outcomes, Not Just Technology
The focus must always remain on solving business problems. Romack stresses that CIOs should view themselves as solution providers, responding to the needs of their C-suite peers. AI isn’t the goal; it’s a tool to achieve specific, measurable outcomes. This requires a deep understanding of the challenges faced by each department and a willingness to collaborate on innovative solutions.
The Unified AI Experience: ServiceNow’s AI Control Tower
Adoption hinges on usability. A fragmented AI landscape, with disparate tools and interfaces, will inevitably lead to frustration and abandonment. Romack highlights the importance of a “seamless and cohesive user experience.” ServiceNow’s “AI Control Tower” exemplifies this approach, providing a centralized hub for managing AI technologies, tracking value, and monitoring security.
The impact of a unified experience is tangible. The launch of AI Agents for CRM Customer Support, developed through direct collaboration with service agents, resulted in a 50% reduction in response time. This demonstrates the power of AI when it’s seamlessly integrated into existing workflows and designed with the end-user in mind.
Mandatory AI Education: From “Black Box” to “Glass Box”
Perhaps the most critical element of successful AI deployment is education. Romack advocates for mandatory AI training for all employees, aiming to demystify the technology and empower users to leverage its potential. ServiceNow’s approach is to move AI from a “black box” to a “glass box,” explaining how it works, how value is derived, and how it’s being scaled.
This commitment to upskilling extends beyond internal employees. ServiceNow University offers extensive training resources, with a goal of upskilling 3 million people over the next two years. This investment in human capital is essential for unlocking the full potential of AI.
The Future of AI Deployment: Proactive Governance and Ethical Considerations
Looking ahead, the principles outlined by Romack will become even more critical. As AI becomes more pervasive, proactive governance and ethical considerations will take center stage. Organizations will need to establish clear guidelines for AI development and deployment, ensuring fairness, transparency, and accountability. Furthermore, continuous monitoring and evaluation will be essential to identify and mitigate potential risks.
The era of simply automating the old is over. The future belongs to organizations that embrace a mindset of reimagination, prioritize business outcomes, and invest in their people. What steps is your organization taking to move beyond automation and unlock the true potential of AI? Share your thoughts in the comments below!
