Partnering For Success: Accelerating AI Value in Today’s Channel

CRN reports that 73 percent of organizations are already exploring or deploying AI-powered platform capabilities (AIPCs), a clear signal that AI is moving fast. In an exclusive interview with CRNtv, Michael Park, senior vice president of global channels and partners at ServiceNow, shared how partners can keep pace and lead with speed in this rapidly evolving landscape.

“The necessity for delivering value at speed is really imperative right now,” Park said. While generative AI has dominated headlines over the past year, Park emphasized that the real challenge lies in translating innovation into tangible business outcomes. “Some of these AI solutions look great in the form of a demo with synthetic data. But when you put it into real production, the actual data of the customer system…doesn’t produce a good outcome.”

Park outlined five critical areas partners must address to unlock value with AI: technology decisions, measurable outcomes, trust and governance, reskilling and change management. “The first is the technology decision, what kind of capability are you going to put in place to deliver the outcome?” he explained. “The second is actually the measurable value associated to that outcome…can you prove it?”

He also stressed the importance of guiding customers through the complexity of AI adoption. “Partners need to really be able to package up these use cases, deliver the tangible value in a repeatable way and advise customers,” Park said. “Customers need advice for how to get to that critical point of value with speed.”

Park noted that AI leadership varies widely across industries and geographies. “I don’t think there’s a single person that’s leading the AI discussion,” he said. “It really depends on the geography, the industry, the segment of the market, the buyer behavior.”

As organizations create dedicated AI teams and centers of excellence, ServiceNow is helping partners integrate AI into workflows for transformative results. “You have to see the change to be the change,” Park said. “I might be able to just go straight from A to D using the technology form the application of AI. That just creates a whole new paradigm of value.”

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