Welcome to CAIO Connect, where we explore the intersection of AI, leadership, and enterprise transformation with the brightest minds in technology. In this episode, host Sanjay sits down with Kellie Romack, Chief Digital Information Officer at ServiceNow, to discuss how she’s leading one of the most successful internal AI transformations in the enterprise world. From achieving a 90% autonomous IT service desk to reducing sales commission processes from four days to eight seconds, Kellie shares the blueprint for putting AI to work while keeping humans at the center. If you’re a business leader, technologist, or anyone curious about how AI is reshaping the future of work, this conversation is packed with actionable insights and real-world examples.

5 Key Takeaways:
– Upskill, Don’t Downsize: ServiceNow redeployed 85% of their IT service desk team into new roles after AI automation, proving that transformation is about reinventing work, not eliminating people
– Value-First AI Strategy: AI initiatives should start and end with value—Kellie’s team evaluates ROI before development and achieved $355M in AI value internally in one year
– End-to-End Thinking Beats Silos: The biggest failures happen when companies automate old processes instead of reimagining workflows holistically across the enterprise
– AI Control Tower as Strategic Asset: Real-time visibility into AI adoption, usage, and business impact is essential—ServiceNow built theirs internally and then productized it for customers
– Governance as Accelerator: Ethical AI and governance aren’t speed bumps—they’re accelerators that enable responsible scaling and protect against rogue implementations

If you found value in this conversation, please like, comment, share with your network, and subscribe to CAIO Connect for more insights from AI leaders transforming the enterprise. What’s your biggest takeaway from Kellie’s approach? Drop it in the comments below!

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