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Future Proofed.
Trailer
Bonus
Episode 24
Season 1
AI Implementation Strategy at ServiceNow: A Bottom's Up Approach
In this episode of Future Proofed, host Kyle Coleman interviews Ayalla Goldschmidt, a Solutions and Product Marketing Leader at ServiceNow, about their AI implementation journey.
Key highlights:
- Bottom-up AI adoption: Ayala's team started small, experimenting with AI tools like Copy.ai for product marketing tasks. This grassroots approach allowed them to demonstrate value before seeking wider organizational buy-in.
- Practical use cases: Early applications included researching industry trends, developing personas, and content creation assistance. The team found AI particularly helpful for adapting content for different audiences and formats.
- Overcoming skepticism: By showcasing concrete examples and encouraging experimentation, Ayala's team was able to generate excitement and drive adoption across the marketing organization.
- Scaling implementation: What began as a small pilot expanded to over 200 licenses across product marketing and digital teams, with potential for further growth.
- Best practices: Ayala emphasizes the importance of learning effective prompting techniques, having humans review AI outputs, and codifying processes into reusable workflows.
- Change management: Ayala highlights the critical role of change management principles in driving AI adoption, including stakeholder buy-in and demonstrating value.
- Tool selection criteria: ServiceNow chose Copy.ai for its ease of use, pricing model, and long-term workflow capabilities that aligned with their company DNA.
Ayala's advice for AI implementation:
- Start small with early adopters
- Learn to prompt effectively
- And focus on removing friction from existing processes.
By taking an iterative approach and demonstrating clear value, organizations can successfully integrate AI into their workflows.