

Bonus Episode: Amy Lokey, Chief Experience Officer at ServiceNow, live in SF for UserTesting's THiS Connect Tour
15 snips May 13, 2025
Amy Lokey, the Chief Experience Officer at ServiceNow, previously led UX for G Suite and LinkedIn. In this engaging talk, she sheds light on how her team is innovating AI-powered systems to streamline workplace interactions. Lokey discusses the shift from generative AI to agentic technologies, emphasizing their application in enhancing customer service. She also examines the challenges of integrating AI into enterprise solutions, underscoring the need for thorough testing and user feedback to ensure success in design and functionality.
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Career Focus on Enterprise Design
- Amy Lokey transitioned from consumer to enterprise design driven by helping people succeed professionally.
- ServiceNow’s platform is unique in enabling diverse business workflows and customer solutions on one platform.
Managing Rapid Change at Scale
- Build strong leadership relationships to manage rapid changes and complexity.
- Use a hub and spoke model to enable internal teams and external partners consistently.
Evolution of AI in Enterprise
- Agentic AI evolves from human-initiated generative AI skills to orchestrated AI agent teams.
- ServiceNow’s AI orchestrator manages complex workflows by coordinating multiple AI agents autonomously.