Kellie Romack on How ServiceNow Generated $355M in AI Value

Kellie Romack is the Chief Digital Information Officer at ServiceNow, where she leads enterprise transformation initiatives that leverage AI, automation, and the ServiceNow platform to drive measurable business outcomes. At ServiceNow, Kellie plays a key role in the company’s “Customer Zero” strategy, where the organization deploys its own technologies internally before delivering them to customers. This approach enables the company to validate innovations and demonstrate real-world value across areas such as IT service management, employee experience, and customer support. Her work focuses on scaling AI across enterprise operations while maintaining strong governance, responsible deployment, and measurable ROI. Through these initiatives, ServiceNow has generated hundreds of millions of dollars in operational value while improving employee productivity and service delivery.