ServiceNow Podcasts – Details, episodes & analysis

Dive into the world of AI with special guests, Perouz Taslakian and Orlando Marquez, past winners of the NOW AI Conference. In this engaging episode, they share their unique journeys into AI, from Perouz's transition from theoretical computer science to AI in the industry, to Orlando's early fascination with AI systems and his work on integrating AI into ServiceNow's Flow Designer. They discuss the importance of crafting presentations that resonate with a diverse audience, balancing technical depth with practical value, and the innovative projects they've developed, including Text to Flow and Cross Context Caching. Learn how they tackle the challenge of making AI accessible and useful, and get insights into what makes a winning submission for the NOW AI Conference. Don't miss this insightful conversation—subscribe and hit the like button!

Guests -
Perouz Taslakian, Sr. Staff Research Scientist, Lead
Orlando Marquez, Sr. Staff Applied Research Scientist
Host - Bobby Brill

00:00 Introduction
00:38 Meet Perouz Taslakian
04:17 The Role of AI in Human Preferences
05:43 Meet Orlando Marquez
08:59 AI in Product Development at ServiceNow
12:47 Preparing for the NOW AI Conference
15:36 Crafting Effective Presentations about AI and its Uses
23:09 Balancing Technical and Business Audiences
24:58 Wrap up

Links to papers - Perouz Taslakian
https://aclanthology.org/2024.findings-emnlp.896/

Links to papers - Orlando Marquez
https://aclanthology.org/2024.naacl-industry.19/
https://arxiv.org/abs/2412.00239
https://arxiv.org/abs/2501.04652
https://arxiv.org/abs/2505.24189

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Welcome to Break Point: the ServiceNow Developer Podcast! In this exciting episode, host, Lauren McManamon, sits down with ServiceNow's Deepanshu Madan and Patrick Wilson to dive into the most earth-shattering announcement from K25: Build Agents. How will these AI-powered masters of platform development revolutionize the pro-coders of today? Tune in and find out!

⏱️ Timestamps

• 00:00 Welcome & Introductions
• 03:03 What ARE Build Agents?
• 07:37 How Do Build Agents Relate to AI Agents?
• 11:25 What Can Build Agents Do In Zurich?
• 17:30 Real-Life Build Agent Use Case from Knowledge25
• 20:07 How Did The Idea For Build Agents Come to Be?
• 29:23 How Can Developers Integrate Build Agents Into Their Workflow?
• 33:24 What Is “Vibe Coding?” 36:00 What’s Next On the Roadmap For Build Agents?
• 38:20 What Are Some Resources to Learn More?
• 42:55 How Do I Convince My Leadership Build Agents Are Worth the Investment?
• 43:51 Conclusion & Outro

🔗 Links

• The Vibe / Conversational Coding Playlist: https://www.youtube.com/playlist?list=PL3rNcyAiDYK0TxC6yGXhFKjFXMY3sZaAq
• The ServiceNow IDE Docs: https://www.servicenow.com/docs/csh?topicname=servicenow-ide-landing.html&version=latest
• Fluent Docs: https://www.servicenow.com/docs/csh?topicname=servicenow-fluent.html&version=latest
• The IDE/Fluent ServiceNow University Course: https://learning.servicenow.com/lxp/en/app-engine/introduction-to-the-servicenow-ide?id=learning_course_prev&course_id=9b44e9a49340ead4d28b7e6badba1069
• The ServiceNow World Forums: https://www.servicenow.com/events/world-forum.html
• The ServiceNow Developer Site: https://developer.servicenow.com/dev.do
• The Developer Advocate Blog: https://www.servicenow.com/community/developer-advocate-blog/bg-p/developer-advocate-blog 

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In this episode, Usman Sindhu and Ram Devanathan unpack the power of GenAI-driven automation, explaining how AI can analyze historical incidents, cluster issues, and recommend optimized resolution workflows. Learn how enterprises are using AI-powered Learning-Enhanced Automation Playbooks (LEAP) to accelerate self-healing IT at scale.

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In this episode of the ServiceNow UK & I Executive Circle Podcast, host Kat Finch sits down with Rob Barnes, Chief Digital and Technology Officer at ASDA, for an insightful conversation about the retailer's ambitious digital transformation journey. 

Rob shares his experience transitioning from consultancy at Accenture to in-house roles at Marks & Spencer and ASDA, highlighting key lessons from both worlds. He provides a behind-the-scenes look at ASDA’s large-scale technology overhaul following its separation from Walmart—one of the most significant transformations in modern retail history. 

The discussion also explores the role of AI in shaping the future of retail, from improving customer service and supply chain optimization to enhancing in-store experiences and cybersecurity. Rob addresses the long-standing debate on the "death of the high street," arguing that physical stores remain integral to retail and discussing how AI and automation can drive greater efficiency across both online and brick-and-mortar shopping experiences. 

Whether you're in retail, technology, or business leadership, this episode offers valuable insights into digital innovation, AI’s growing impact, and how retailers can stay ahead in an ever-evolving landscape. 

Tune in for a thought-provoking discussion on the intersection of technology, retail, and digital transformation! 

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In this episode, we explore how ServiceNow’s Agentic AI / AI Agent framework is revolutionizing enterprise workflows. Joined by Victor Chen, Outbound Product Manager at ServiceNow, we dive into how AI agents leverage data, workflows, and automation to drive efficiency and productivity at scale. Lern more on https://www.servicenow.com

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Listen to this episode to learn about digital accessibility and compliance from ServiceNow's Global Head of Accessibility Customer Engagement, Alaina Beaver. She joins host Bobby Brill and they discuss conformance, legislation, and global standards in a clear and engaging way. You'll learn that accessibility is more than just following the rules. It's about making it easier for everyone, including people with disabilities, to use websites. They’ll also explain the importance of designing inclusively for a diverse range of users and how it can benefit your business. Finally, they’ll share insights into the latest advancements, challenges, and opportunities in digital accessibility. This video is a must-watch for any organization that wants to make accessibility a strategic priority and drive positive change in the digital space.

Guest - Alaina Beaver
Host - Bobby Brill

Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html

ServiceNow Community: https://community.servicenow.com/community 

For general information about ServiceNow, visit: http://www.servicenow.com/

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In this episode, we interview Tony Colon, Senior Vice President of Strategy and Product Customer Excellence at ServiceNow. Tony holds a Computer Science degree from Illinois Institute of Technology and a Master’s Degree from MIT Sloan and with over 20 years of experience, he has driven customer success and innovation, building four $100 million businesses at industry giants like Salesforce and Cisco.

Tony champions diversity, inclusivity, and lifelong learning, embodying his motto: "Always be learning, always be coachable." He’s actively involved in social and professional initiatives, serving on advisory boards such as Covenant House and the Hispanic IT Executive Council, and was named to the High Tech 100 in 2019. He also earned the title of Gender Equality Superhero by Fairygodboss.

The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager.

Key highlights of the episode:

10:00 - Tony shares his vision for the Customer Excellence group at ServiceNow, emphasizing the importance of maintaining a strong, value-driven culture as the company scales from $10 to $30 billion.

14:10 - Tony emphasized evolving ServiceNow’s impact strategy to become an extension of the customer’s team, fostering deeper partnerships and trust through in-person interactions and genuine support.

18:20 - Tony emphasized the importance of customer feedback from all perspectives in refining ServiceNow’s impact strategy.

23:50 - Tony envisions leveraging 21 years of platform data and generative AI to provide proactive insights that guide customers in optimizing their usage and anticipating challenges.

To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com.

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In this episode, we'll discuss the practical applications of Agentic AI in IT operations. You will learn how various observability AI agents can interact to solve specific use cases. Reach out to us if you have questions.

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In this episode, ServiceNow’s multimedia team—Dana Haines, Macy Douglas, and Bobby Brill—discuss the process of creating high-quality video content for the company’s documentation site and YouTube channel. They explain how they use AI-powered tools like Gemini, Writer, and Well Said Labs to streamline their workflows and maintain a consistent tone and style across their videos. The team also reveals their ambitious goal of producing over 400 pieces of video content this year, including tutorials, product demos, and procedure videos, to better support customers and enhance the overall user experience.

Guests - Dana Haines and Macy Douglas

Host - Bobby Brill 

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html

ServiceNow Community: https://community.servicenow.com/community

For general information about ServiceNow, visit: http://www.servicenow.com/

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In this episode, Bobby Brill is joined by ServiceNow's Global Head of Accessibility Customer Engagement, Alaina Beaver and Accessibility Lead, Tony Morales to discuss accessibility at ServiceNow. They explore the concept of accessibility and its relationship to diversity, equity, and inclusion. Alaina shares her perspective on promoting accessibility to customers and the significance of customer engagement. Tony delves into internal accessibility initiatives and the advantages of having an accessibility product team. They both stress the importance of organizations making accessibility a priority, both internally and externally, to ensure an inclusive and accessible experience for all.

Guests - Tony Morales and Alaina Beaver
Host - Bobby Brill

Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html

ServiceNow Community: https://community.servicenow.com/community

ServiceNow Now Insights Podcast:

For general information about ServiceNow, visit: http://www.servicenow.com/

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