In today’s world, we’re no longer simply automating tasks; we’re redesigning how work happens. As the Director of Marketing at Stridepath Consulting, a Premier partner exclusively partnered with ServiceNow on Employee Workflow, I’ve seen firsthand how AI isn’t just a buzzword; it’s a practical enabler of HR and employee experience transformation.
Many organizations have invested in the HR Service Delivery platform and in our case, customers with licenses for Now Assist, Agentic AI, and HRSD modules on the ServiceNow platform, yet they often find themselves asking, “What do we do next?”
In this blog, I’ll share:
- How AI is delivering real value in HR/employee workflows
- Why HR leaders need to treat this as more than a technology-project
- How we help bridge the gap between purchase and deployment
- How to take advantage of our complimentary 4-hour Review & Recommend engagement (available now through year-end) to jump-start your strategy and use-cases.
Why AI Matters for HR and Employee Workflows
The landscape of HR is changing rapidly. According to research by Gartner:
- “The hype surrounding generative AI (GenAI) has catalyzed investment in all forms of AI innovation, moving the use of AI in HR from experimentation to a core differentiator.” –Gartner
- In other words, HR is no longer on the sidelines of AI; it’s at the center. From recruitment to onboarding, learning and development, talent management and employee service delivery, AI is reshaping how HR adds value. –Gartner
- Another statistic: only 8% of HR leaders believe their managers currently have the skills to effectively use AI today. –Gartner. That gap represents both a risk and an opportunity.
For organizations using ServiceNow’s platform (in particular the Now Assist + Agentic AI capabilities), the message is clear: the license is just the starting line. The real impact comes from how you embed AI into HR workflows, and how HR shifts from “service provider” to “experience orchestrator”.
As thought‐leader Jason Averbook (Senior Partner/Global Leader, Digital HR Strategy at Mercer) has said: “We often buy software to control risk … but it ends up controlling us. … A real digital strategy has four parts … Too often, we get stuck in ‘go live’ mode – launch a module, launch another, fix a bug, repeat, all without ever asking, ‘Where are we actually going? Why are we doing this?’” –People Matters
In short: technology must follow strategy.
Where Many ServiceNow Customers Get Stuck and How to Get Unstuck
Here’s a pattern I’ve seen with ServiceNow customers who have already purchased Now Assist and Agentic AI capabilities:
- The licensing is in place, but the roadmap is missing or fragmented.
- They then try to drop AI on top of existing (perhaps inefficient) HR workflows and expect transformational value but the underlying process isn’t optimized. (As Jason Averbook points out, doing that without redesign is risky.)
- They focus on “going live” rather than on embedding value, measurement and iteration.
- They lack alignment across HR, IT and business stakeholders, which prevents AI from being driven as an enabler of employee workflows and experience rather than just another tech project.
- They don’t build the change, adoption and governance plan required for AI in HR yet AI in HR is as much about how work is done, who does what, and how people collaborate with machines.
On the flip side: organizations that are winning treat AI in HR as workflow + experience + strategy. For example:
- They identify targeted use-cases (for HR Shared Services, case resolution, onboarding, manager self-service) where AI and workflow automation combine to remove friction.
- They use the native integration within ServiceNow (Native AI + Workflow Clay) to ensure the AI Works With Workflows, not bolted on. As ServiceNow says: “Built on the Now Platform, Now Assist lets you use domain-specific models to improve your organization’s productivity and efficiency… deliver better self-service, recommend actions and provide answers, and make searches more effective.” –ServiceNow
- They define clear KPIs and measure outcomes (e.g., reduced case resolution time, fewer escalations, higher employee satisfaction). (ServiceNow points to examples such as 18% reduction in incidents escalated, 33 % reduction in resolution time in some early AI-Agent use-cases). –ServiceNow
- They run pilots but quickly scale, ensuring that adoption is baked in, and build teams who understand the AI capabilities and how to adapt them (not just install).
- They partner with external expertise (like Stridepath) to help them move from “we’ve bought it” → “we’re using it well” → “we’re optimizing and evolving it”.
How Stridepath Helps You Bridge the Gap
At Stridepath, we specialize in the Employee Workflow product line with ServiceNow (HR Service Delivery, Workplace Service Delivery, Legal Service Delivery) and we understand both the HR process side and the technical ServiceNow side. This matters because in AI-enabled HR workflows, those worlds must converge.
Here’s how we help:
- Review & Recommend Engagement (Complimentary through Year End): We’re offering a 4-hour strategic review at no cost. We’ll work with your HR + IT teams to assess your current Now Assist / Agentic AI license, evaluate your readiness (data, workflows, adoption), review your prioritized use-cases, and provide a recommended list of next steps so you can move quickly this calendar year, especially if you have budget to spend before year-end.
- Use-Case Prioritization & Roadmap: We help you identify the highest-value HR/Employee-Service use-cases (for example: manager self-service, case resolution, onboarding acceleration, knowledge-base AI, workflow automation) and roadmap them in the context of your ServiceNow environment.
- Implementation & Adoption: With our hybrid HR-tech team (many former HR practitioners and ServiceNow consultants) we configure, deploy, integrate and support the Now Assist and Agentic AI capabilities.
- Change Management & Experience Design: We help ensure that the human side of the change is handled: roles, skills, governance, user experience, communication and all the pieces required to embed AI into HR service delivery.
- Continuous Optimization: Once you’re live, we help you refine, monitor, and scale. We don’t stop at “go live”. Because, as Jason Averbook says, “Launch isn’t the finish line, it’s the starting line because that’s when value actually begins.” –People Matters
Your Next Step: Don’t Let the License Sit
If your organization has purchased Now Assist (or is considering it) and you’re thinking: “What’s next? How do we get real value from this?” Here’s a quick action list:
- Schedule the 4-hour Review & Recommend with Stridepath before the year ends (remember it’s complimentary).
- Run a readiness check: data quality, workflow configuration, knowledge base completeness, and user roles.
- Identify one or two high-impact use cases for HR/employee service. Start small, but design to scale.
- Design for adoption from Day 1 to ensure HR, IT, and business stakeholders are aligned; build communications and a change plan.
- Measure & iterate: define KPIs (case resolution time, number of escalations, user satisfaction) and monitor them.
- Embed AI into HR workflows to ensure the AI is part of the workflow (via ServiceNow’s native integration) rather than a disconnected point solution.
- Optimize & scale: once you see the value, identify the next set of use cases, refine the model, and grow adoption.
We’re at a defining moment for HR and the employee experience: AI is no longer optional, and simply having a license isn’t enough. The real differentiator will be how effectively organizations embed AI into workflows, how they redesign work, how they upskill people, and how they shift from a tech-project mindset to an experience-and-value mindset.
At Stridepath Consulting, we’re passionate about closing that gap. We help clients move from “We bought Now Assist” to “We’re using Now Assist to drive HR and employee experience value, at scale”. And we’re ready to help you now with our complimentary 4-hour Review & Recommend offer through year-end.
The time to act is now. Let’s not leave value on the table.
For more information or to schedule a call with our team, drop a note to [email protected]!
About the Author: Samra Withers is a seasoned marketing leader with nearly eight years of experience driving brand growth, shaping go-to-market strategies, and deepening customer engagement within the ServiceNow ecosystem. With a strong foundation in IT sales, she brings a unique blend of strategic insight and results-driven creativity to every initiative she leads.
Having been part of The Anti since its early days, Samra played an integral role in developing and executing marketing strategies that positioned the company as a trusted partner in digital transformation. Following the organization’s rebrand to Stridepath Consulting in July 2025, she continues to lead marketing with the same passion and purpose that defined her early contributions.
At Stridepath Consulting, Samra oversees marketing initiatives centered on transforming the employee experience through ServiceNow’s Employee Workflows. She is passionate about helping organizations simplify complex HR and workplace processes—bringing purpose in motion to every project. Her approach to marketing emphasizes clarity, connection, and measurable impact, ensuring every message resonates while driving meaningful results.
