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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