Author: Justin Lambert

From Listening to Leading: Our Journey to TBMC 2025 

Posted on October 29, 2025 by - Enterprise Operating Model, Financial Optimization / TBM / FinOps

Five years ago, we joined TBMC to listen, learn, and share our early perspective. We were a small group of practitioners driven to make technology spending strategic, connecting investments, people, and outcomes through smarter flow. 

Today, at TBMC 2025, that story comes full circle. What started as a few conversations in breakout rooms has evolved into a movement shaped by our clients, our frameworks, and the growth of TBM itself. This year, we return as Platinum Sponsors, hosting 10 sessions and a keynote featuring transformation stories from Southwest Airlines, CNO Financial, and The Standard. 

Shaping the enterprise operating model of the future 

Every one of our sessions this year revolves around a single idea: the modern enterprise operating model, a connected system that aligns strategy, finance, and delivery into a continuous flow of value. From AI-integrated operations and real-time CapEx orchestration to evidence-based management and enterprise finance transformation, we’re showing how TBM is evolving from a cost framework into the performance engine of the modern operating model. 

Whether it’s: 

  • Southwest Airlines reimagining enterprise architecture as the core of agility 
  • BNY Mellon driving evidence-based investment decisions 
  • CNO Financial proving that small starts can scale into enterprise transformation 

Each session and story showcases what’s possible when TBM moves from governance to orchestration. 

From frameworks to living systems 

Our journey mirrors that of our clients, evolving from frameworks and tools into living systems of performance that connect strategy, funding, and delivery into measurable flow. TBM now forms the foundation for adaptive enterprises that learn, evolve, and compete with confidence. 

As we take the stage this year, we celebrate the community that made this evolution real, the clients who transformed TBM theory into enterprise performance, and the shared vision for what comes next: a future where TBM powers every strategic decision across the enterprise. 

Join us at #TBMC25 and see how the next generation of the enterprise operating model is being built, one decision, one connection, and one transformation at a time.  

AI in L&D: enhancing experiences, personalizing training, and improving accessibility 

Posted on October 27, 2025 by - AI-Ready Foundations, Learning

AI brings learning into a new light, reshaping how people learn, grow, and develop across organizations. Learning and development (L&D) is shifting fast, and artificial intelligence (AI) is driving the change. AI now reshapes how people learn, grow, and develop across organizations. From hyper-personalized learning paths to immersive “choose-your-own-adventure” simulations, AI equips L&D teams to build a skilled, engaged, future-ready workforce. 

Rapid technology shifts and changing roles raise the premium on learning and adaptability. Traditional one-size-fits-all training misses the diverse needs of today’s workforce. AI delivers targeted solutions that bring new clarity to how learning connects people and progress, making learning more effective, engaging, and accessible. 

Enhancing the learning experience: beyond the digital textbook 

AI elevates corporate training beyond static decks and lengthy documents. Here’s how: 

AI-powered content creation and curation: 

Generative AI tools can rapidly create a variety of learning materials, from interactive simulations and quizzes to realistic video scenarios. AI also curates up-to-date resources for each learner by scanning large content libraries, saving L&D teams significant time. 

Virtual tutors and AI coaches: 

Always-available virtual tutors support learners 24/7. AI-powered chatbots and mentors provide instant support, answer questions, and guide in the flow of work. These AI companions simulate real-world conversations, deliver performance feedback, and adapt to each learner’s pace. 

Gamification and immersive learning: 

AI adds competition and play to drive engagement. Adaptive challenges, leaderboards, and branching narratives in AI-driven gamification boost engagement and retention. Combined with virtual and augmented reality (VR/AR), AI enables realistic, immersive environments for hands-on training in safe, controlled settings. 

The power of personalization: one size fits one 

L&D aims to deliver truly individualized learning. AI now makes that ambition practical at scale. 

Adaptive learning paths: 

AI-enabled learning management systems (LMS) and learning experience platforms (LXP) analyze data on skills, roles, aspirations, and preferences. AI then constructs unique learning paths and recommends relevant courses, articles, and activities to advance each learner’s goals. 

Identifying and closing knowledge gaps: 

AI excels at identifying subtle patterns and gaps in a learner’s understanding. Intelligent assessments and continuous monitoring pinpoint where an employee needs support and deliver targeted micro-learning in real time. This proactive approach keeps learning relevant and impactful. 

“Choose-your-own-adventure” learning: 

AI-powered branching scenarios and interactive storytelling put learners in the driver’s seat. In these modules, the narrative adapts to each decision, creating engaging, memorable experiences. This approach develops critical thinking, problem solving, and decision-making. 

Accessibility for all: removing barriers to learning 

Real-time translation and transcription: 

For global organizations, AI translates learning content into multiple languages instantly, removing communication barriers. Real-time captioning and transcription in video-based learning improve access for people who are deaf or hard of hearing. 

Text-to-speech and speech-to-text: 

AI-powered text-to-speech converts written content to audio to support learners with visual impairments or reading disabilities. Speech-to-text lets learners dictate responses and interact with platforms by voice. 

Support for neurodiversity: 

AI can be tailored to support neurodiverse learners. For example, it can offer alternative content formats for those with dyslexia and break information into smaller, timed chunks with reminders for learners with ADHD. 

The AI-enabled L&D function: a glimpse into the future 

Integrating AI into learning and training management systems (LMS/TMS) modernizes L&D administration. AI automates course scheduling, learner enrollment, and progress tracking, freeing L&D teams to focus on strategic initiatives. AI-powered analytics reveal program effectiveness and enable data-driven decisions and continuous improvement. 

L&D’s future tracks with the evolution of AI. Expect more sophisticated applications: hyper-personalized learning that adapts in the moment, AI-driven predictive analytics that surface future skills gaps, and seamless integration of learning into daily workflows. 

With AI, L&D teams will evolve from content providers into architects of dynamic, personalized learning ecosystems, illuminating new paths for growth and shining a clearer light on human potential. The goal is to empower employees with the knowledge and skills to thrive in a constantly changing world. The journey has just begun, and the possibilities are limitless. 

How Cprime and Moveworks advance the AI-first employee experience for ServiceNow customers

Posted on October 22, 2025 by - Employee Experience (EX)

Employee expectations are evolving faster than traditional service models can keep pace. Cprime and Moveworks are aligning strengths to accelerate how enterprises deliver intelligent, AI-first support across the digital workplace.

Rewiring employee experience for the AI era

Enterprises everywhere are rethinking how work gets done. Cprime and Moveworks are reshaping how organizations deliver seamless, intelligent support to their people. Cprime brings deep HR Service Delivery (HRSD) and Employee Experience (EX) expertise to integrate Moveworks’ conversational AI within ServiceNow environments, creating a unified solution that scales automation and accelerates service resolution.

Why employee experience needs an AI-first upgrade

Modern employees expect instant, intuitive support. Yet, legacy service desks rely on manual triage and ticket routing. As demand for self-service grows, every delay erodes productivity. The opportunity lies in augmenting ServiceNow with conversational AI that anticipates intent, resolves routine issues autonomously, and frees service teams for higher-value work.

Turning automation into orchestration

The Moveworks platform integrates seamlessly with ServiceNow to deliver measurable value within weeks. Its conversational intelligence enables flexible, multilingual, context-aware interactions that resolve routine requests at scale. Combined with Cprime’s ServiceNow implementation expertise, this integration turns automation into orchestration, aligning technology, teams, and workflows around employee outcomes.

What enterprises gain from the Cprime + Moveworks alignment

Accelerated value: Deploy AI-first support in weeks, not months. Our combined approach streamlines configuration, integration, and adoption so ServiceNow customers realize ROI faster.

Intelligent resolution: Moveworks’ conversational AI resolves Tier 1 requests and delivers proactive insights that elevate ServiceNow performance while reducing manual workload.

Proven expertise: Cprime’s leadership in HRSD and EX ensures every implementation is designed for sustained value, with advisory, integration, and optimization services that scale intelligence across the enterprise.

Looking ahead

The alignment between Cprime, Moveworks, and ServiceNow advances a shared vision for AI-first operations. By embedding intelligence where employees work, organizations accelerate service delivery, improve productivity, and elevate the digital workplace experience. Together, we’re helping enterprises move from automation to intelligent orchestration, where every interaction drives measurable business value.

Why manual onboarding is your hidden HR liability, and how HR Service Management turns it around 

Posted on October 21, 2025 by - Employee Experience (EX)

For many HR teams, onboarding feels less like a strategic milestone and more like a paperwork marathon. New hire forms, email approvals, spreadsheets, and status check-ins consume hours of effort that could be spent engaging new employees. In fact, two in five HR managers who don’t capture onboarding information electronically spend more than three hours per new hire on manual data collection. The cost of inefficiency goes far beyond lost time. It impacts experience, compliance, and retention. 

The hidden price of manual onboarding 

Every extra step, misplaced form, or missed signature introduces friction and error. Up to 25% of HR time is lost to manual data entry and paperwork, and these inefficiencies carry measurable business costs. Studies estimate that turnover costs average 33% of an employee’s annual salary, and poor onboarding is a major contributor. One survey found that 20% of new hires leave within their first 45 days. 

When HR is buried in forms and follow-ups, the human element of onboarding fades. New employees miss critical context, managers lose visibility, and the organization pays for it in attrition and disengagement. 

Why manual onboarding still won’t die 

Despite the clear drawbacks, many organizations still rely on outdated systems. Sixty percent of companies continue to use spreadsheets and email as their primary onboarding workflow tools. This patchwork approach creates invisible bottlenecks: 

  • Fragmented tools and disjointed communication channels. 
  • No single source of truth for tracking onboarding progress. 
  • Limited visibility into what’s done, what’s missing, and who’s responsible. 

When onboarding becomes an improvised process instead of an orchestrated one, small inefficiencies compound into systemic friction. The result is a first-day experience that feels reactive rather than welcoming. 

How HR service management changes the game 

HR Service Management (HRSM) reimagines onboarding as a connected, automated service. It applies structured workflows, defined service levels, and centralized visibility to every stage of the employee journey. In an HRSM model: 

  • AI-powered workflows replace repetitive data entry and predict what’s needed next. 
  • Requests and approvals flow through one digital portal. 
  • AI dashboards surface real-time insights and predict potential bottlenecks. 
  • Intelligent integrations connect HR platforms with IT, facilities, and finance to ensure every detail, from laptop delivery to payroll setup, happens seamlessly. 

Organizations that implement HR automation report significant efficiency gains. One study found that automation can reduce HR administrative work by up to 40%. And when onboarding runs smoothly, new hires are 69% more likely to stay with the company for three years or longer. 

From paperwork to purpose: elevating HR’s role 

Automating onboarding saves time and elevates HR’s role. When paperwork is automated and data flows freely across systems, HR teams can focus on what matters most: designing meaningful employee experiences, supporting culture, and accelerating productivity. 

The benefits ripple outward. New employees reach full productivity faster. Managers gain confidence that every requirement is handled. Leadership sees measurable value in improved retention and reduced cost per hire. And HR reclaims its time for strategy, not spreadsheets. 

The onboarding revolution starts here 

Manual onboarding has become a hidden liability, sapping time, energy, and engagement from HR and new hires alike. Modernizing through HR Service Management brings structure, automation, and insight to the process, turning complexity into clarity. 

Ask yourself: What could your HR team achieve if onboarding worked at the speed of your business? 

The AI-First Service Mandate: 3 Strategic Shifts from the Atlassian Team 25 Europe

Posted on October 14, 2025 by - AI Transformation, AI-Ready Foundations

The Top Shifts: Your Service Mandate from the Conference 

The Atlassian Team 25 Europe conference delivered the definitive blueprint for the AI-First Operating Model. The age of fragmented service is over. With the launch of the Service Collection, Atlassian positions service as a unified, intelligent driver of enterprise advantage, powered by AI. Leaders can recognize and act on these shifts now: 

  • Service is Unified: The wall between external Customer Service (CSM) and internal Employee Service (JSM, HR) has collapsed onto a single platform. 
  • AI is Inherent: Intelligence is built into the foundation of service and functions as the core capability enabling predictive support. 
  • ROI is Immediate: You gain powerful new AI capabilities, Customer Service Management, and Assets for the same price as JSM Cloud alone, maximizing your technology investment. 

Atlassian’s European event underscored a critical shift: service operates as a strategic advantage, not a reactive IT cost center. The new Service Collection advances this vision and signals a unified, intelligent future of service across the enterprise. 

The focus for leaders is now clear: accelerate the transition from siloed support to a single, orchestrated system of service. 

1. The Service Collection: Unifying Experience and Maximizing ROI 

The Service Collection launch demands an immediate evaluation of fragmented service desks. Leaders focused on technology ROI and service resilience gain a strategic advantage: 

  • Service Silos Collapse: Service Silos Collapse: The Collection (JSM, CSM, Assets, Rovo) unifies internal service (JSM) and external service (CSM). The unified flow strengthens feedback loops across Development, IT, and Customer Support.” 
  • Predictive Support Becomes the Standard: With Rovo Agents and built-in AI, the system triages, routes, and fulfills requests automatically. AIOps enhances alert grouping and incident orchestration. Rovo Service for HR delivers AI-powered employee support and automated workflows. This is the foundation of proactive, predictive service. 
  • Maximize ROI with a Free Upgrade: The full Service Collection is available at the JSM Cloud price point. The package adds the CSM app, Assets (now a platform app), and Rovo Agents at no extra cost—creating an opportunity to accelerate value realization by integrating capabilities already included and eliminating redundant point solutions. 

2. Platform Architecture: The Full AI-Native System of Work 

The Service Collection signals a larger shift in Atlassian’s platform architecture. The target: a comprehensive System of Work across the enterprise. AI serves as the foundation for how work gets done: 

  • Unprecedented Cloud Confidence: Cloud migration is supported by Atlassian Ascend, a new program with incentives designed to accelerate and de-risk the transition. New enterprise-grade options like Isolated Cloud and Government Cloud address the most stringent security and compliance needs. 
  • The Three Collections Unite: The Service, Teamwork, and Strategy Collections now operate as one platform. 
  • Teamwork Collection Updates: ‘Create with Rovo’ generates first drafts from an idea. Audio briefings enable on-the-go consumption of Confluence pages. 
  • Strategy Collection Updates: Jira Align, Focus, and Talent add ‘Funds View’ in Focus to track investments and give leaders continuous visibility that keeps work aligned to enterprise goals. ‘Rovo for Strategy’ now provides proactive risk analysis and recommendations.  
  • The Software Collection is now available, including the GA of Rovo Dev, the AI agent for code planning, generation, and review. 
  • AI is Core Architecture: Rovo AI is built into the platform architecture, making intelligence contextual and connected across the stack—ready to accelerate execution and streamline decisions. 

3. Strategic Priorities for Enterprise Leaders 

With AI embedded at the platform level, focus on where intelligence generates the greatest impact across the operating model: 

  1. Lead with an AI Assessment: Quantify your starting point. The AI Assessment evaluates readiness and creates a roadmap to accelerate adoption. 
  1. Accelerate Cloud Migration: The Service Collection is an AI-ready, cloud-only solution. The value—unification, CSM, and AI—drives competitive advantage. Accelerate the move to the modern platform. 
  1. Go Wall-to-Wall with Service: Service Management extends beyond IT. Prioritize unifying employee service (HR, Legal, Facilities) and external service (CSM) to eliminate fragmentation and create shared value. 
  1. Audit for Flow: Identify points in your enterprise operating model where handoffs, approvals, or complex decisions slow momentum. These high-impact areas benefit first from intelligent orchestration. 

Cprime’s Role in What Comes Next: The Path from Vision to Value 

Atlassian has confidently stepped into the AI-native service future. We guide enterprises through this shift with experience and a proven methodology. Our transformation approach clarifies where to begin and converts new platform investments into enterprise momentum. 

We deliver a unified approach across Assessment, Training, and Execution. A package designed to guide enterprise evolution. 

  • Intelligent Assessment: Conduct a strategic assessment to identify friction points and pinpoint where AI delivers the fastest returns. Clarify the starting position and priority moves. 
  • Guided Training & Fluency: Provide focused, private training that drives fluency and successful adoption of new AI-native capabilities. 
  • Embedded Execution: Rewire complex workflows directly into the Service Collection framework. The HRSM solution delivers automated employee experiences that cut onboarding time by up to 98%. 

This guided evolution converts Service Collection capability into enterprise momentum. 

Cprime Welcomes New Leadership to Drive AI-Led Transformation 

Posted on October 11, 2025 by - Company News

Cprime has announced new executive leadership appointments to accelerate its mission of enabling AI-led business transformation across enterprises. These leaders bring deep expertise in technology, operations, and strategic growth—positioning Cprime to drive innovation and measurable outcomes for its clients. 

Expanding Leadership to Strengthen Strategic Vision 

The newly appointed executives will focus on expanding Cprime’s capabilities across its AI Center of Excellence, Enterprise Operating Model practice, and global partner ecosystem. Their collective experience will help clients modernize operations, integrate AI into decision-making, and orchestrate transformation across people, process, and platforms. 

Accelerating AI-Native Transformation 

As organizations shift toward AI-native operating models, Cprime’s leadership team is committed to helping enterprises rethink how work gets done. By combining strategy-first consulting with advanced automation, intelligent analytics, and platform expertise, Cprime enables faster innovation, stronger alignment, and sustainable business growth. 

Commitment to Innovation and Growth 

This leadership expansion underscores Cprime’s commitment to continuous innovation and excellence. With a global footprint and deep partnerships with Atlassian, ServiceNow, IBM/Apptio, and others, Cprime is uniquely positioned to guide organizations through the next era of intelligent orchestration. 

About Cprime 

Cprime helps enterprises bring business into a new light by connecting strategy, execution, and outcomes. Through its blend of consulting, training, and technology enablement, Cprime empowers organizations to operate at the speed of intelligence. 

The 3Cs in the Age of AI: Reclaiming Conversation and Elevating Product Ownership in User Story Writing 

Posted on October 11, 2025 by - Agile & DevOps, AI-Ready Foundations, Learning

In the age of AI-driven development, efficiency and automation dominate discussions around product delivery. Yet one of the most essential aspects of agile—the human conversation—often gets lost. This article revisits the foundational ‘3Cs’ of user story writing—Card, Conversation, and Confirmation—and explores how AI can elevate, not replace, the product owner’s role in driving meaningful dialogue. 

1. Card: Framing the Value 

The ‘Card’ represents the initial idea, a lightweight placeholder for a conversation. Too often, teams rely on AI to generate user stories automatically, resulting in mechanically precise but contextually shallow narratives. AI tools should be used to refine and enrich the story framework—not to write the story for us. 

2. Conversation: The Missing Middle 

Conversation is the heart of agile collaboration. In many AI-enhanced environments, teams risk losing this crucial exchange. AI can help by synthesizing data, identifying dependencies, and even prompting discussion—but it cannot replace the empathy, negotiation, and creativity that emerge through human dialogue. The best teams use AI as a conversation catalyst, not a substitute. 

3. Confirmation: Aligning on Outcomes 

The ‘Confirmation’ defines success through acceptance criteria. AI can assist by validating completeness, suggesting edge cases, and improving test coverage. However, true confirmation happens when teams align on shared understanding—not when a model approves a checklist. 

Elevating Product Ownership in the AI Era 

AI empowers product owners to shift from story administration to story orchestration. By combining intelligent insights with strong facilitation skills, product owners can refocus their energy on driving clarity, alignment, and value across cross-functional teams. The result is not faster story writing—it’s better storytelling for better products. 

Final Takeaway 

AI should not erase the ‘human’ from human-centered design. The future of agile depends on how well we use intelligence—both artificial and human—to elevate connection, collaboration, and creativity. The 3Cs remind us that every great story begins with a conversation. 

Orchestrating AI-Native Operations: Key Takeaways from SAFe Summit 2025 

Posted on October 11, 2025 by - Agile & DevOps, AI Transformation

At SAFe Summit 2025, AI emerged as the defining force reshaping how enterprises connect strategy, execution, and outcomes. Cprime led conversations on AI-native transformation—focusing on how intelligent operating models can orchestrate business value at scale. 

1. AI is Reshaping the Operating Model 

Organizations are moving from experimentation to orchestration. AI is no longer an add-on; it is the connective tissue across enterprise workflows, decisions, and experiences. The key insight: leaders who operationalize AI at the system level, not just in isolated use cases, are realizing exponential value. 

2. The New Metric: Time to Intelligence 

Speed remains critical, but the new differentiator is how fast an organization can turn data into action. Enterprises that shorten their ‘time to intelligence’—through integrated data architectures, agentic systems, and AI-augmented workflows—achieve outsized gains in productivity and innovation. 

3. Human-Centered AI Transformation 

Sustainable transformation requires more than technology—it demands a human-centered approach. The most successful organizations at SAFe Summit emphasized the balance between automation and empowerment: using AI to elevate human decision-making, not replace it. 

4. Orchestration Over Automation 

Automation accelerates execution. Orchestration amplifies impact. AI-native enterprises weave together strategy, funding, and delivery into one fluid system of value. That orchestration is what allows organizations to scale intelligence across every dimension of the enterprise. 

Final Takeaway 

As Cprime leaders shared at SAFe Summit 2025, the shift toward AI-native operations is not about technology adoption—it’s about redefining how enterprises create and measure value. When strategy, systems, and human potential are orchestrated intelligently, transformation becomes exponential.