Blending Human Expertise & AI for Enterprise Success

ServiceNow’s approach to AI centres on embedding intelligence into workflows rather than bolting it on afterwards. 

Damien Davis, Senior Director of the company’s Customer Excellence Group, argues that businesses need to stop treating AI as a separate initiative and start integrating it into their core strategy.

He says the companies succeeding with AI share three characteristics: they start small rather than attempting wholesale transformation, they focus on business-critical use cases that demonstrate clear value – and they invest in governance and change management from the beginning.

“AI success is measured the same way as any technology success,” Davis says. “It's measured in outcomes.”

He expects future discussions to shift from “what’s our AI strategy?” to “how is AI supporting our core business functions?” as the technology becomes embedded across every workflow. 

The key difference between humans and AI, he argues, lies in curiosity, adaptability and trust-building, with the best outcomes emerging when both work together.

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