Inspiration, Tips, & Spotlights

Hey everyone, I have a question for the group that I’m hoping someone may have experience with. We’re planning a governance overhaul this coming year, which will likely include implementing an identity governance (IG) system such as Okta OIG, Lumos, or Zluri IG. Has anyone successfully done this or currently have a setup where Moveworks integrates with an IG platform? Our current plan is to keep Moveworks as the entry point for all software access requests, but then hand off the backend processing and approval workflow to OIG (or whichever IG tool we adopt). Okta and similar platforms offer more advanced capabilities—like time-based access and improved audit controls—which we need for compliance, upcoming security certifications, and more robust user access reporting. If anyone has insights, lessons learned, or is open to sharing how they approached this, we’d love to connect!

Huge thanks to everyone who joined our session with Consumers Energy! Their team shared a behind-the-scenes look at how they’re scaling AI across the organization, from field operations to HR, and the lessons they’ve learned along the way.Here’s your quick recap with key takeaways 👇🔧 What Helped Them Scale AI1. Strong process foundationsBuilt a storm-support manual for volunteer responders Created an internal acronym library to reduce confusion

Consumers Energy, a Michigan-based natural gas and electricity provider, has been steadily expanding how they use AI to support both employees and field teams. After modernizing their service desk with Moveworks, they’re now exploring how their AI assistant, CEVA, can improve coordination between people, processes, and day-to-day operations.Tomorrow, Joe Langa, IT Manager at Consumers Energy, will share practical examples of how his team is approaching this work — from connecting field crews with timely information to building internal tools that support safety, productivity, and decision-making.🔍 Topics we’ll cover: How AI can assist field operations by helping route issues quickly and surface safety guidance Approaches to scaling self-service and automation across a large enterprise How Consumers Energy is using Moveworks’ AI Agent Studio to build solutions tailored to their enviro

Looking to give users more control over proactive Agent Studio notifications? Check out this new post that shares a simple architecture using a Moveworks Notifications Table to manage opt-in/opt-out preferences for specific use cases (like approval reminders or service anniversaries). Tried something similar? Create a post and tell the community about it!

Hey everyone 👋 I’m new here. Curious, what’s the simplest AI use case you’ve rolled out that actually had the biggest impact at your org?I’m talking small things that made a real difference, maybe something that started as an experiment but ended up saving time, cutting headaches, or just making life easier for your team.Would love to hear your examples!

Idea: Turn raw feedback into actionable insights for better customer experience. We’re excited to share an idea to make CSAT feedback more meaningful and actionable. Here’s what we’re planning:Capture Free-Text ResponsesCSAT survey comments are now flowing into the Data API.Link Interactions for ContextIntegrate parent interaction IDs for file ticket link clicks and MW form agent handoffs. This will require significant engineering effort but will provide richer context.Mandate Comments for Low ScoresRebuild the CSAT process in Agent Studio to require comments for lower ratings—acknowledging trade-offs in analytics.Better Feedback AssociationUse user IDs and timestamps to link interactions with specific topics/domains tied to poor scores. Our goal: Deliver these enhancements on time and make CSAT insights

Device issues are one of IT’s biggest headaches, but many can be proactively prevented. ​@mirel.ivan from Keysight built an Ambient AI agent that is able to listen to Nexthink events and alerts device owners the moment a problem arises. It then evaluates the event details, compares them against available Remote Actions, and automatically runs the right one to fix the issue. This agent can powerfully reduce manual triage and helps keep employees productive, rather than troubleshooting. Check out his video here i

From laptops and mobile devices to collaboration tools and global IT support, his team ensures that employees can focus on delivering value — not fighting friction. “The main problem we’re trying to solve is ensuring that people aren’t coming to work just to be hindered by the complexity… People are coming at work to actually deliver value, to create new products to support our customers.”Amadeus set an ambitious goal: give employees back four hours per week to focus on business objectives. To achieve this, Fredic and his team turned to Moveworks. “Moveworks helps us solve these challenges, mainly by surfacing information and processes that were sometimes hidden to the employee through the agent. So it’s very easy now for the people to go to the agent, ask a question, and be guided — or even have the agent implement part of these actions.”The results have been tangible:

Want to make sure you never miss updates on the conversations you care about most? Just hit “subscribe” on any forum or group.👉 By following, you’ll get notified when new discussions pop up, so you can jump in, share your perspective, or pick up helpful insights right away.Stay in the loop, stay engaged, and stay hydrated!. 🙌 

Have you considered building an internal champion program with your employees to give them early access to help with testing, feedback, roadmap ideas? How have you found success with similar initiatives?

Monika Korolczuk, part of the IT organization at Databricks, is on a mission to make the employee experience seamless at scale. When she joined, Databricks had around 3,000 employees — just three years later, it’s more than 8,000 and still growing fast. “With that scale comes a lot of challenges and opportunities around meeting the business needs,” Monika said. “We’ve been trying to keep up the pace and ensure that, as the company comes to address customer needs, we can also internally keep up with that.”Moveworks first came in to support Databricks’ IT evolution journey — enabling orchestration, implementing workflows, and later expanding into HR and beyond. The team completed an 8-week implementation, but at first adoption was just 10% due to minimal change management. “So, we went back, we revised our use cases, did some internal campaigning… that was a gam

The era of AI experimentation is over — 2025 is all about strategic implementation and real business impact. Check out our latest report: 4 Big Shifts IT Teams Are Making with AI in 2025 👉 Read it here! Inside, you’ll find:✅ The new benchmark for IT performance in the AI era✅ Why centralization is key to simplifying operations✅ How enterprise search can slash IT workloads✅ What it really takes to build agentic AI — and deploy it at scale

Meet Ben Spaunhorst, Manager of the Digital Workspace Automation team at World Wide Technology (WWT). With over a decade at the company—and roots at the service desk—Ben has played a key role in transforming employee support at scale.“My name is Ben Spaunhorst, I'm the manager of our digital workspace automation team at World Wide Technology... My background actually came from our service desk. I worked at the service desk probably for eight years before moving into my current role. But that's where we actually first implemented Moveworks.”Since joining, WWT’s workforce has more than doubled, growing from 5,000 to nearly 12,000 employees. But instead of growing the service desk team at the same pace, Ben and his team turned to AI.“We're continuing to grow rapidly, quickly. And so we need IT

We are looking to create a survey for use with our internal business partners after we deploy a new skill or capability in our chatbot. Does anyone else do anything like this? If so, are you willing to share? I have been looking at project-focused CSAT surveys but would be interested to know what others are doing. Thanks in advance!

Meet Dianne Kokotoff who was recently awarded Leader of the Year at the SS&C Customer Excellence for her amazing work, including AI innovation. With over 25 years of experience leading IT operations across global organizations, Dianne currently serves as the Executive Director of Enterprise Solutions and Automation at Wellstar Health System. Her impressive background includes service in the U.S. Army as a Signal Officer and over a decade at Equifax, last role as VP of Global Service Management.At Wellstar, Dianne leads seven high-performing teams responsible for automation, application development, ServiceNow, support of external website,and IT internships. Under her leadership, Wellstar has launched a series of transformative automation initiatives, including:23+ RPA processes saving over 213,000 labo

Meet Retha Summers, IT Director at Coca-Cola Consolidated—the largest Coca-Cola bottler in North America and the only publicly traded one. With over 17,000 employees and a massive growth trajectory, her team needed to support scale without increasing service costs or compromising experience.At the heart of the challenge? A mission to make employees more productive and streamline technology experiences—especially for frontline workers.“The problems and challenges that we were trying to solve with AI... around just making employees and making our people just be more productive. We really wanted to support, especially with our frontline workers.”Retha and her team began their Moveworks journey with a clear and measurable pain point: password resets.“Our primary target ....was

Meet Kelby Crandall. He’s a system administrator at BambooHR, where he’s spent nearly seven years helping the company scale through rapid growth, change, and innovation. BambooHR provides an award-winning HRIS platform for small to medium-sized businesses, and during a period of hypergrowth, the need for around-the-clock support became clear.When describing the value of Moveworks, Kelby puts it simply:“Energetic, efficient and reliable? I like those words just because reliable, we were looking for something 24/7. It's very energetic. The company really took part of it. And BambooHR is really taking a part of Novi or Moveworks and it's made it fun for people to be able to interact with Novi. Yeah. And those are the three words I would say.”That reliability was critical when Bambo

Share your tips and what has worked for your organization in the comments below! 

Hi everyone! 👋Have you seen successful strategies for shifting agent behavior to actively promote your AI Assistant? What incentives or approaches have worked well in your organization?Would love to hear your thoughts and experiences!

Before we head into a 3 day weekend (for those of us in the states), let’s take a moment to celebrate the big AND small wins that made it awesome. Whether you crushed a major milestone, had a great meeting, learned something new, or just managed to keep your plants alive it all counts! 🌱💪 👇 Drop your wins in the comments! 👇Let’s hype each other up and head into the weekend feeling proud and inspired. 💥

Meet Jordan Craig ​(@jordancraig) who is the driving force behind Skyscanner’s viral Calendar Management AI Agent - an innovation that’s transforming how meetings get booked. Built in collaboration with Senior System Engineer Adam Newman, this powerful agent checks colleagues’ availability and instantly schedules meetings, all without the back-and-forth. Already live in production, it’s saving time, minimizing context switching, and proving how impactful a well-designed AI Agent can be. We caught up with Jordan to learn more about the inspiration behind the agent, how it came together, and what advice he has for others building with Moveworks. Here’s what he had to say:

Hey Moveworks Community! 👋We’re always looking for ways to make this space more valuable, insightful, and fun for YOU! Whether you're here to learn, share, or connect, we want to tailor our content to what excites and inspires you the most.What kind of content would you love to see more of? 🤔 🎥 Tutorials & deep dives 📚 Best practices & success stories 🔥 Industry trends & insights 💡 Tips, tricks, and expert advice 🤝 Community spotlights & networking opportunities Or is there something else on your wish list? Drop a comment below and let us know! Your feedback helps shape the future of this community. 🚀Looking forward to hearing your ideas! 💜

Hello there,Did anyone have success integrating moveworks with Cornerstone? If yes, I would like to hear about it. We are facing some challenges related to the response, so I thought to check with the community. Thank you.