Ellie Quartel

Retail and hospitality operators are deploying AI faster than they're governing it. Thousands of connected devices across dispersed locations, persistent identity sprawl from turnover and franchise complexity, and AI agents provisioned with access to payment data and customer records -- most security programs weren't built to manage all three at once. In this session, ServiceNow and a leading global retail and hospitality leader share how they built the unified governance foundation that makes confident, compliant AI deployment possible at scale. 

62% of retail organizations have deployed agentic AI. Only 10% are completing autonomous work across teams — and store operations is where that gap is most visible. Brand directives go unconfirmed. Associate priorities are unclear. Store teams spend hours each shift on work that should resolve itself. In this fireside chat, leading retailers share what closing that gap is actually requiring: the infrastructure decisions, the organizational change, and what it looks like when AI starts finishing work rather than just starting it.