Artificial intelligence is redefining how businesses operate and compete. The technology has moved beyond experimentation to become an embedded force in daily operations, automating routine work, accelerating decision-making, and unlocking new sources of value. Across industries, AI is transforming how people interact with technology — and how vendors, partners, and customers collaborate.
In the channel, that transformation is profound. AI is reshaping the dynamics between vendors and partners, simplifying go-to-market operations, and creating new pathways to profitability. It automates resource management, streamlines processes, and introduces intelligent systems that expand what both vendors and partners can offer their customers. For many partners, whose traditional hardware and software portfolios are becoming commoditized, AI represents a new frontier of growth — one that rewards innovation, adaptability, and insight.
Among the vendors leading this evolution is ServiceNow. The company, long recognized for its platform approach to workflow automation, has fully embraced AI as a foundational part of its business strategy. What began as the integration of AI features into its products has expanded into a sweeping transformation of how ServiceNow designs, delivers, and supports its solutions — and how it works with its partners.
ServiceNow’s evolution has been deliberate and bold. The company has progressed from embedding AI in its platform to integrating it into the way it manages and collaborates with partners. This transformation is visible in the development of AI agents that not only serve customer needs but also connect with complementary technologies from vendors such as Genesys. Through these integrations, ServiceNow and its partners are co-creating new AI-driven value propositions that deliver measurable benefits to customers while expanding revenue opportunities across the ecosystem.
At the center of this effort is Michael Park, ServiceNow’s new senior vice president of global partnerships and channels. Park has made AI the defining imperative of his organization, directing his team to become what he calls “AI fluent.” The concept extends far beyond theoretical understanding. ServiceNow’s partner organization is being trained and equipped to apply AI practically — to use it in process design, partner enablement, sales engagement, and customer support. The goal is not just to talk about AI. It's to do AI — to make it a tangible and operational part of how the channel functions.
This push toward AI fluency reflects a deeper philosophical shift. ServiceNow recognizes that the true promise of AI is not in isolated tools or features but in the shared capability it builds across ecosystems. The company’s strategy centers on ensuring that its partners understand AI’s business impact — how to translate automation into value, integrate intelligent workflows into customer environments, and measure and communicate outcomes that matter. In short, ServiceNow is teaching its partners not just to sell AI but to operationalize it.
For customers, this transformation means access to a new generation of solutions that anticipate needs, adapt dynamically, and connect data and processes more seamlessly than ever before. For partners, it creates opportunities to reposition their businesses — moving from product resale to solution orchestration, from transactional selling to strategic consulting.
AI fluency is fast becoming the new currency of competitiveness, and ServiceNow’s approach illustrates how vendors can institutionalize it within their channels. By ensuring that its own teams and partners are not only conversant but capable in AI, the company is accelerating a shift toward an ecosystem defined by intelligence, collaboration, and continuous innovation.
Park joins Larry Walsh on the latest episode of Changing Channels to discuss how the company is building an AI-fluid channel and what it means for the future of partner ecosystems.