ServiceNow: People-centric approach key to AI success

ServiceNow highlights that achieving genuine success with Artificial Intelligence (AI) necessitates a strategic emphasis on people, rather than solely focusing on technology implementation. The company suggests that organizations must prioritize human elements to unlock the full potential of AI integration.

The first lesson centers on building a strong foundation with data and governance. ServiceNow rebuilt its own AI HR operating model from scratch, focusing on clear governance, accountability, and scalability. PepsiCo has adopted a similar structured approach, prioritizing data hygiene and ensuring all employees, including frontline and factory workers, are considered.

Secondly, enabling employees with relevant skills is crucial. While technical skills in AI and data are in high demand, uniquely human capabilities such as agency, learning velocity, and emotional intelligence are also accelerating. Developing these skills should be embedded in daily work rather than relying solely on traditional reskilling programs.

The third recommendation involves fostering change readiness and ensuring continuous communication with the workforce. Organizations need to proactively communicate their AI strategies, evolving roles, and future skill requirements. Companies like IBM have succeeded by redesigning jobs and tasks, helping employees adapt quickly to the changing work environment.

ServiceNow suggests that while AI transformation is happening at an unprecedented pace, past technological shifts offer valuable lessons. The key to successful transformation lies in centering people, supported by a clear plan and technology, ensuring roles evolve and employee potential is maximized.