At Knowledge 2025, Cloud Wars analyst Tom Smith talks with Krishna Indukumar, Chief Renue Officer, Cprime, Matt Robinett, VP, Experience and Growth, Cprime, and Emily Fridman, Chief Experience Officer. They discuss how enterprises can embrace AI-native transformation by shifting mindsets, redefining operating models, and leveraging ServiceNow’s powerful workflow and AI capabilities.
Highlights
Introduction and Overview of Cprime (00:20)
Indukumar gives an overview of Cprime, a 25-year-old company based in Silicon Valley, focusing on changing operating models for clients. Goldman Sachs acquired Cprime two years ago, which brought in capital and led to strategic acquisitions, including a company in the ServiceNow space called INRY. Cprime also aims to help clients build operating systems to codify new ways of working across the organization.
ServiceNow Integration and Operating Model Transformation (01:31)
Indukumar explains that Cprime offers comprehensive services, not just implementation, but also helping clients define their operating model and change their way of working. Robinett adds that Cprime’s approach is built around operating model transformation, which fits well with ServiceNow’s workflow capabilities. Smith notes that the focus on operating models seems unique in the ServiceNow ecosystem, and Indukumar agrees.
Customer Understanding and AI-Native Enterprises (04:15)
Indukumar explains that the move from the digital era to the AI era is driven by AI-native companies that generate significantly more revenue per employee. Robinett provides examples of AI-native companies like Duolingo and Shopify, which are publicly announcing their AI-first strategies. Larger, established enterprises must undergo a mindset shift to successfully adopt AI-native practices.
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Principles of AI Native Enterprises (08:16)
An AI-native enterprise has three qualities: immediacy over automation, probabilistic not deterministic, and agents over apps. Immediacy means resolving customer requests immediately, which requires a different approach than traditional automation. Probabilistic means using GPUs for responses, which allows for a wider range of answers and better customer experience. Agents over apps refers to the use of AI agents to provide personalized experiencess.
Desire Paths and Personalized Experiences (12:19)
Fridman discusses the concept of desire paths, which allows for personalized experiences based on the user’s current needs and mindset. Indukumar adds that AI agents can provide personalized experiences across multiple visits, creating a more engaging and efficient customer experience. Organizations must adopt new mediums and technologies to deliver these personalized experiences.
ServiceNow’s Role in Enabling AI-Native Enterprises (15:29)
Indukumar and Fridman agree that ServiceNow’s capabilities are ahead of the market, providing a comprehensive view of how systems interact within the enterprise. Its approach enables systems to work together effectively, creating a system of flow rather than a system of control. ServiceNow is uniquely positioned to become the operating system for the enterprise, driving flow and AI adoption across the organization.
Future Outlook for AI Agents and AI Native Enterprises (17:40)
Smith asks about the outlook for AI agents and AI native enterprises through 2025. Indukumar and Fridman believe that adoption will be high, with more companies announcing AI-first strategies and adopting AI native practices. Larger, established enterprises are being urged to rethink long-held assumptions and embrace AI-native practices to stay competitive in a rapidly evolving landscape.
Cprime’s Approach to Supporting AI Native Transformation (19:04)
Smith asks about Cprime’s approach to supporting clients in their AI-native transformation. Indukumar explains that Cprime’s heritage in operating model transformation and agile methodologies is a key strength in helping clients adopt AI. Fridman says that Cprime’s own transformation journey has prepared them to help clients navigate the challenges and opportunities of AI-native transformation.
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