Measuring AI Value: How To Build a Collaborative HR AI Operating Model That Turns Innovation Into Tangible Results

In this session, Brandon Roberts shares how ServiceNow built an AI operating model that unites cross-functional teams and delivers measurable business results. He explores how HR leaders can evolve from tracking basic metrics to generating predictive insights, establishing strong governance and value frameworks, and demonstrating the tangible impact of AI investments.

Key takeaways:

• Understand how to establish an AI operating model within HR, including governance, an idea-to-value pipeline, and clear roles and responsibilities.
• Discover how ServiceNow is equipping its entire workforce with the skills to drive real AI transformation.
• Learn frameworks and metrics to measure AI value in HR, such as capacity unlocked, staff efficiency, turnover reduction, and internal mobility gains.
• Explore how to build stakeholder alignment across HR, IT, Data, and Business functions for successful AI deployment.
• Gain insights into how ServiceNow uses an AI Control Tower and prioritization matrix to assess effort versus value and monitor use cases at scale.