Augmentation, Not Replacement: AI at America’s Innovation Agency, feat. Jamie Holcombe, CIO of the USPTO

Executive Summary with Jeff Abbott

Ivanti's recent research showed that IT workers are significantly more likely than other office workers to be anxious about the impact of AI on their jobs. IT workers are eight times more likely to say that the main beneficiaries of AI are employers rather than employees! Yet, IT workers also report record levels of burnout, which AI and automation have the potential to alleviate.​

Rather than a feared future replacement, could AI actually be the powerful partner IT needs to do more and lower the risk of burnout?

Jamie Holcombe, CIO of the US Patent and Trademark Office (USPTO) joins host Jeff Abbott to explain how adopting AI modernized how the USPTO did business across an enormous scale and led to a cultural and digital transformation of their IT operations.

About the research

For Ivanti’s Digital Employee Experience (DEX) research series we surveyed 16,200 IT professionals, executives and end users around the world, across a broad range of industries, to gauge their opinions on the current state and future of the digital employee experience (DEX).

See all Ivanti’s original research at ivanti.com/research.

About the guest

Henry (Jamie) Holcombe is the Chief Information Officer (CIO) for the United States Patent and Trademark Office (USPTO). In this role, he is the principal advisor on the development and operations of its information systems and technology. Noted accolades include winning the agency’s first “CIO 100” award for strides in artificial intelligence and machine learning. Prior to the USPTO, Mr. Holcombe served in executive-level positions at various firms. At the Harris Corporation, Mr. Holcombe served as the Vice-President and General Manager of Caprock Government Solutions (CGS), a communications provider to the U.S. Government.

About the host

As CEO of Ivanti, Jeff oversees all aspects of the company’s growth strategy and direction. Before becoming CEO of Ivanti in October 2021, Jeff was Ivanti’s President since January 2020. Jeff has over 25 years of experience working for enterprise software and services companies, including Accenture, Oracle and Infor. Jeff holds degrees from the University of Tennessee and Georgia State University. He sits on the National Alumni Board at the University of Tennessee and has previously held board positions with the Georgia Leukemia and Lymphoma Society and the Posse Foundation.

About Ivanti

Ivanti elevates and secures Everywhere Work so that people and organizations can thrive. We make technology work for people, not the other way around. Today’s employees use a wide range of corporate and personal devices to access IT applications and data over multiple networks to stay productive wherever and however they work. Ivanti is one of the only technology companies that finds, manages and protects each IT asset and endpoint in an organization. Over 40,000 customers, including 88 of the Fortune 100, have chosen Ivanti to help them deliver an excellent digital employee experience and improve IT and security team productivity and efficiency. At Ivanti, we strive to create an environment where all perspectives are heard, respected and valued, and we are committed to a more sustainable future for our customers, partners, employees and the planet. For more information, visit ivanti.com and follow @GoIvanti.

Chapters

1. Introduction (00:00:00)

2. Pioneering AI at the USPTO (00:03:04)

3. Augmentation, not replacement (00:08:05)

4. Better EX translates to better CX (00:09:58)

5. Proving the ROI of DEX (00:12:13)

6. Creating a culture of digitally empowered employees (00:13:20)