Latest / The Experimentation Edge
ServiceNow's Customer Zero approach to AI experimentation
Summary
ServiceNow runs its own platform on itself. Ashraf Karim, Senior Vice President, Connected Customer Experience, owns everything that happens after a customer buys, and her team is Customer Zero, testing every product and capability internally before it ever reaches a customer.
She joins Ashley Stirrup to unpack what that vantage point teaches you about experimenting with AI. The headline lesson is not a technical one. ServiceNow built agentic skills that worked, and users abandoned them anyway, because a task that ran five to fifteen minutes broke every expectation people had about…
The skinny
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