In this episode of Connected with Experian, Waseem Merza speaks to Matthew Higham, Chief Digital and Technology Officer for UK and Ireland at ServiceNow, about what it takes to move AI from promising pilots to secure, scalable business transformation.
From agentic AI and data foundations to governance, accountability and workforce change, the conversation explores how organisations can build AI into the heart of their workflows without sacrificing trust, transparency or human oversight. Matthew explains why pilots often fail to scale, why organisations should focus on complex but low-risk processes, and how connected, well-governed data can help AI agents make better decisions.
The discussion also looks at the risks of increasingly autonomous systems, including how organisations can set guardrails around agents, policies and data access. Matthew shares why AI should not be treated simply as a cost-cutting tool, and why its greatest potential lies in creating better services, new opportunities and more human-centred outcomes.
In this episode:
- How organisations can move from AI pilots to scaled transformation
- Why many AI pilots fail when introduced into complex, siloed businesses
- The difference between generative AI and agentic AI
- Why AI agents need connected, contextual and well-governed data
- How knowledge graphs and virtual data products can support agentic AI
- Why governance is essential for innovation to move faster
- How guardrails can manage agent permissions, tools, policies and data access
- The importance of transparency and accountability in automated decision-making
- Why organisations need visibility into how AI systems reason
- How platforms can orchestrate agents across complex workflows
- Why businesses should look beyond AI-led cost reduction
- How investment in people, skills and trust can support long-term AI growth
- Why human-centred design should remain the measure of AI success
- Practical first steps for becoming an agent-ready organisation
Memorable takeaway
As Matthew puts it, innovation can only move quickly when there is governance in place. Like a Formula One car, AI needs strong brakes as well as a powerful engine: the guardrails, data foundations and accountability that allow organisations to unlock value safely.
About the guest
Matthew Higham is the Chief Digital and Technology Officer for UK and Ireland at ServiceNow. He works with organisations across sectors to help them modernise operations, connect data and systems, and adopt emerging technology responsibly.
With a background that began in healthcare, including work as a nurse, Matthew brings a human-centred perspective to technology transformation. His work focuses on helping organisations use AI, automation and digital platforms to improve services, create growth and build trust at scale.
About the podcast
Connected with Experian explores how data, technology and intelligent decisioning are reshaping modern business. Through conversations with leaders across financial services, healthcare and beyond, the series looks at how organisations are building trust, improving outcomes and using innovation responsibly.
