You are live with AI - now what? Scaling ServiceNow Otto for CSM across your organization requires more than deploying AI skills and agents. It requires a governance model that owns your AI pipelines, runs continuous calibration, and defines the standards every deployment inherits. In this CRM AI Academy session, you will learn how to build an AI-first Center of Excellence and Innovation that makes each rollout faster, better governed, and built to scale. Join Fernando Castro, Sr Product Manager for CRM AI, to learn: Why a traditional CoEI is not designed for AI and what key things must change How to assign ownership across six pipelines so quality problems are caught before they compound How AI Control Tower becomes your shared operating instrument across technical and business roles, along with other analytics The operating model standards your CoEI defines once so every ServiceNow Otto for CSM deployment inherits them automatically