Brian Lomeli - Setting the Stage for World Class Enterprise Customer Support in the Era of AI

Reach out to us at ⁠bff@betterfasterfurther.com⁠ or visit our website ⁠⁠⁠www.betterfasterfurther.com⁠⁠⁠ for more information.
In this energizing episode of Better Faster Further, Regan and Adam sit down with Brian Lomeli, SVP of Customer Service & Support at ServiceNow, to explore what it really takes to build a world-class support organization—one rooted in vision, leadership, and hospitality.
With over 14 years at ServiceNow and a background that blends computer science with sociology (and a serious passion for golf), Brian offers a refreshingly human perspective on support at scale. From navigating crisis and reorgs to reimagining support in the age of AI, Brian opens up about the internal transformation he's led across a 2,200-person global team.
AI emerges as a central theme throughout the conversation, as Brian shares how adopting an “AI-first” mindset is reshaping enterprise support and driving innovation at ServiceNow.
Together, they unpack how investing in employee experience leads to stronger customer outcomes, why “hospitality” became the core of Brian’s leadership vision, and how empathy, clarity, and structure help build durable teams and lasting impact.
This isn’t just a podcast about operations—it’s a deep look into how leadership evolves under pressure, and how emerging technologies like AI are influencing culture, strategy, and scale.
If you're thinking about the future of support, scaling leadership, or navigating change in high-growth environments—this one’s for you.
Connect with Brian Lomeli:⁠https://www.linkedin.com/in/brian-lomeli-b7017/