David ZhaoDavid is a ServiceNow Certified Master Architect and leads the ideation, and creation of Enterprise Service Management best practices and thought leadership for Deloitte Canada's ServiceNow practice. He has led transformation programs all over the glbe in the telecom, financial services, technology, and agriculture industries and has been involved in many 'firsts', including one of the first and largest ServiceNow Customer Service Management implementations. David is highly passionate and knowledgeable about how organizations can effectively change their operations to better take advantage of new technologies (such as automation and AI). He lives with his family in Calgary and spends his spare time debating strangers on the internet. Read More Read Less