Executives from ServiceNow, TwelveLabs, and AWS share unfiltered lessons on organizational change, data strategy, and best practices for scaling AI products worldwide.

Topics Include:

Three panelists explore scaling and monetizing agentic AI products.
ServiceNow built entirely new prompt engineering roles from scratch.
Evaluations-first culture replaced traditional QA — a major mindset shift.
TwelveLabs' "Tokens Never Sleep" initiative broke down team AI resistance.
Unlimited token usage revealed how underused AI actually is.
Rich: the competitive window for acting on AI is closing.
ServiceNow's DART program governs customer data for evaluation only.
Enterprise data governance is fundamentally different from consumer companies.
Disorganized internal data breaks agentic systems — structure comes first.
Your data, not your model, is your competitive advantage.
Krish's surprise: enterprise governance made model training nearly impossible.
Jae: powerful AI tools erode human opinions faster than expected.
Rich: boardroom-to-shop-floor AI adoption is unlike any previous wave.
Customers began favoring velocity after watching competitors win with it.
ServiceNow shipped agents at 20% resolution — then iterated upward.
Focus early agents on reversible, low-risk, two-way-door actions.
AWS tracks internal AI adoption in a structured weekly mechanism.
TwelveLabs' two models power sophisticated video RAG workflows at scale.
A Hollywood studio cut full episodes to four minutes using them.
Voice agent worked perfectly in demos — broke immediately in production.
Customers now measure how fast a product is getting smarter.
Future-proofing infrastructure is every product leader's top anxiety today.
MCP and A2A enable message-passing — but deeper problems remain.
Semantic mismatch, agent identity, and trace governance remain unsolved.
Tiered autonomy, trust, and data foundations define who ultimately wins.

Participants:

Krish Ganapathy | VP, AI Science, Architecture and Tools, ServiceNow
Jae Lee | CEO & Co-Founder, TwelveLabs
Rich Geraffo | Vice President & Managing Director, North America, AWS
Moderator: Connie de Lange | Marketing Director, North America, AWS

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