Explore every episode of the podcast ServiceNow Podcasts
| Title | Pub. Date | Duration | |
|---|---|---|---|
| Exploring AI Innovations - Insights from ServiceNow Researchers | 18 Jun 2025 | 00:25:39 | |
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 - Links to papers - Perouz Taslakian Links to papers - Orlando Marquez See omnystudio.com/listener for privacy information. | |||
| Build Agents Have Entered the Chat! | 04 Jun 2025 | 00:47:45 | |
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
🔗 Links
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| Leap into the automation future: How GenAI is enabling self-healing IT | 24 Mar 2025 | 00:16:27 | |
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. See omnystudio.com/listener for privacy information. | |||
| ASDA's Digital Transformation & Retail Innovation with Rob Barnes | 21 Mar 2025 | 00:28:48 | |
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! See omnystudio.com/listener for privacy information. | |||
| ServiceNow's agentic AI framework explained: What you need to know | 12 Mar 2025 | 00:15:46 | |
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 See omnystudio.com/listener for privacy information. | |||
| Understanding Accessibility Compliance with Alaina Beaver | 12 Mar 2025 | 00:29:17 | |
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 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/
See omnystudio.com/listener for privacy information. | |||
| Customer Excellence in Action: Driving Value and Belonging at Scale | 04 Mar 2025 | 00:30:10 | |
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. 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. See omnystudio.com/listener for privacy information. | |||
| Creating an agentic AI framework for observability | 27 Feb 2025 | 00:13:04 | |
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. See omnystudio.com/listener for privacy information. | |||
| Creating Multimedia Content at Scale with AI | 26 Feb 2025 | 00:15:30 | |
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/
See omnystudio.com/listener for privacy information. | |||
| Empathy in Action - Building Accessibility at ServiceNow | 12 Feb 2025 | 00:29:20 | |
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 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/
See omnystudio.com/listener for privacy information. | |||
| Making Workflows Better with Process Mining | 11 Feb 2025 | 00:34:54 | |
In this episode, we interview Dan Grady, Director of Product Management, Process Mining at ServiceNow, and Damian Pascale, Senior Principal Product Manager at ServiceNow. Both guests bring over 25 years of experience in technology and have been instrumental in driving process mining innovations at ServiceNow. Dan and Damian break down how process mining provides businesses with deep visibility into workflows, helping them identify bottlenecks, inefficiencies, and optimization opportunities. 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: 08:15 - What is process mining and how it helps organizations identify inefficiencies and bottlenecks? 11:15 - How does process mining help organizations improve operational efficiency? 19:10 - The advantages of ServiceNow's in-platform process mining. 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. See omnystudio.com/listener for privacy information. | |||
| The Humanities and Technology | 29 Jan 2025 | 00:33:14 | |
In this thought-provoking conversation, Roberto Bacci, Ryan Dux, and Midam Kim discuss why the humanities are more important than ever in the age of AI. They explore the importance of interdisciplinary collaboration in innovation. The conversation also highlights the role of the humanities in improving the capabilities of AI, making it more human-friendly, trustworthy, and responsible. Our guests share their insights on the skills required to transition from the humanities to technology, emphasizing the need for flexibility, adaptability, and a willingness to learn new tools and concepts. They conclude with advice to listeners in humanities and liberal arts fields on how to start and navigate a career in technology. Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs See omnystudio.com/listener for privacy information. | |||
| InsightBench & AgentPoirot | The Future of Data Analytics & Insights | 28 May 2025 | 00:26:32 | |
Get a glimpse into the future of data analytics and insights with InsightBench, a powerful combination of cutting-edge technology and strategic business intelligence. InsightBench is a pioneering benchmark specifically designed for evaluating AI models on their proficiency in conducting end-to-end data analytics. Also on this episode is an introduction to AgentPoirot, an LLM-powered autonomous business analytics agent that can skillfully navigate InsightBench’s complex datascape. Not only can AgentPoirot ask complex questions for any given dataset, but it can also automatically find answers to those questions, making it a truly end-to-end business analytics agent. Whether you’re a technology enthusiast or a business leader, this video provides a fascinating look at the next generation of data analytics tools and their impact on the way we work. Don’t miss out on the insights that could change the way you think about data! To learn more about InsightBench and AgentPoirot - https://www.servicenow.com/blogs/2024/insightbench-multifaceted-data-analytics 00:00 Meet the Guests: Issam Laradji and Anitha Raghavan Guests - Issam Laradji and Anitha Raghavan Host/Producer - Bobby Brill ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html See omnystudio.com/listener for privacy information. | |||
| What Is Agentic AI and Why Should I Care? | 24 Jan 2025 | 00:19:18 | |
In today’s solo-Lauren episode of Break Point, we will be diving into the hottest topic on the market - Agentic AI - specifically what it is, how it's being utilized on the ServiceNow platform, and why this is such a big deal for developers! Topics
Links Subscribe to Break Point See omnystudio.com/listener for privacy information. | |||
| AI Transformation and the Future of Connectivity: Insights from Vodafone Intelligent Services | 13 Jan 2025 | 00:29:51 | |
In this episode of the ServiceNow EXECUTIVE CIRCLE Podcast, we speak with Dr. Laurence Ampofo, Practice Lead of Vodafone’s AI Transformation Office. Ampofo discusses the telco giant’s bold approach to integrating AI into its operations and customer experiences, highlighting initiatives like "TOBi," the AI-powered super-agent, which is enhancing customer service and internal workflows. The conversation delves into how generative AI is revolutionising connectivity and productivity while addressing the challenges of operating in a highly regulated industry. Ampofo emphasizes balancing short-term efficiencies with long-term strategies, ensuring AI becomes an intuitive part of organisational transformation. Listeners are treated to visionary insights on AI’s potential to map out optimised workflows, improve employee experiences, and uncover hidden business value. From transforming telco operations to reimagining workplace productivity and sustainability, this episode is a must-listen for executives navigating the evolving AI landscape. See omnystudio.com/listener for privacy information. | |||
| Maximising the Minutes on AI: Agentic AI and the Next Wave of Business Transformation | 13 Jan 2025 | 00:16:41 | |
In the fourth and final episode of our mini-series, Adam Spearing, Head of AI Innovation for EMEA at ServiceNow, explores the transformative potential of agentic AI. Adam breaks down the concept of AI systems communicating and collaborating, enabling organisations to move from reactive operations to predictive, streamlined processes. Highlighting real-world applications, Adam discusses how agentic AI and tools like Knowledge Graphs can personalise employee experiences, optimise resource allocation, and identify unknown inefficiencies. He emphasises the critical role of governance, strategy, and employee empowerment in unlocking AI’s potential, while also addressing the challenges of integrating AI across a multigenerational workforce. With a focus on fostering innovation from all levels of an organisation, this episode is an essential listen for executives looking to capitalise on AI-driven transformation and prepare for the future of work in 2025 and beyond. See omnystudio.com/listener for privacy information. | |||
| Unlocking AI and Digital Transformation: A Conversation with Defra’s CTO | 13 Jan 2025 | 00:26:06 | |
In this episode of the ServiceNow EXECUTIVE CIRCLE Podcast, host Kat Finch delves into the world of digital innovation with Paul Mukherjee, CTO of Defra. Since joining in early 2024, Mukherjee has been steering the digital transformation of the Department for Environment, Food, and Rural Affairs, addressing challenges like legacy systems and data silos while seizing opportunities presented by AI and technology. Mukherjee shares Defra’s AI strategy, highlighting its potential in areas like customer service chatbots, satellite-driven environmental monitoring, and streamlining ministerial correspondence. He emphasizes the importance of responsible AI adoption, balancing sustainability concerns with productivity gains. The conversation explores how AI can enable predictive analytics, hyper-automation, and entirely new policy outcomes, envisioning a future where technology drives innovation and delivers real value. Tune in to discover actionable insights on how technology leaders can align digital tools with strategic objectives to create transformative change.
See omnystudio.com/listener for privacy information. | |||
| Maximising the Minutes on AI: AI Hype to Transformation | 13 Jan 2025 | 00:09:10 | |
In this episode of our podcast mini-series, we explore the transformational potential of generative AI. Adam Spearing, Head of AI Innovation at ServiceNow, shares his insights on why AI must be a board-level priority, how to balance short-term wins with long-term strategy, and the critical role of governance and ethics in successful AI adoption. Highlighting the importance of an AI operating model, Adam explains how organisations can leverage a portfolio of AI tools to drive efficiencies across areas like customer service, supply chain, and HR while empowering employees to focus on innovation. He also explores how AI can reveal hidden opportunities through advanced analytics, sparking meaningful change. This episode offers practical advice and visionary perspectives for CIOs and business leaders seeking to navigate the rapid pace of AI innovation and harness its potential to reshape their organisations. See omnystudio.com/listener for privacy information. | |||
| The 2024 Dev Advocate Holiday Special | 25 Dec 2024 | 00:42:05 | |
In today's episode, I've gathered (nearly) all of the Developer Advocates to discuss our fondest memories from 2024, as well as our plans for making 2025 the Community's best year yet! Topics
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| From Zero to Expert: Building ServiceNow NexGen AI Talent | 10 Dec 2024 | 00:19:43 | |
In this episode, Monica Hidalgo, Founding Partner of Volteo Digital, shares her insights on empowering businesses through digital transformation and the strategic partnership with ServiceNow. With over a decade of experience, Monica has played a pivotal role in establishing Volteo’s Global Delivery Center in Mexico, which evolved into a Center of Excellence, driving innovation and operational excellence across industries. Beyond her professional achievements, Monica is the founder of Women Who Transform, an initiative aimed at uplifting women in technology through mentorship, workshops, and networking. The Customer Connection Podcast helps you explore the implementation and adoption of the ServiceNow platform. This show is led by Customer Experience Expert and Director of Customer Creator and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier. Key highlights of the episode: 3:40 - Monica shares her childhood passion for traveling and how it shaped her curiosity about different cultures and human connections. 9:50 - Insights into Volteo’s NextGen Program, which trains individuals with no prior ServiceNow experience to address the talent scarcity in the ecosystem. 11:11 - How ServiceNow’s Impact Accelerators helped improve a customer’s CMDB health and guided another customer through a smooth platform upgrade. 13:31 - Monica discusses the rising importance of AI in digital transformation and how Volteo is leveraging it to automate processes and drive productivity. 15:30 - The Volteo-ServiceNow partnership: how it combines vertical expertise and platform innovations to deliver value and optimize customer outcomes. 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 See omnystudio.com/listener for privacy information. | |||
| AI Transformation & The Future of Work | 28 Nov 2024 | 00:44:26 | |
In this episode, Andy Baynes, former Apple, Next and Google Executive, and CEO and co-founder of GT Life Sciences, shares his journey from Silicon Valley innovator to leader in AI and data science. We explore the challenges and opportunities of working with massive datasets, the critical need for robust data strategies, and how AI is reshaping healthcare—like democratising MRI access and improving early diagnoses. Andy also delves into the evolving role of design in AI, from intuitive user interfaces to choreographing seamless experiences across industries. Discover how the fusion of data, design, and AI is driving transformative change in healthcare, technology, and beyond. See omnystudio.com/listener for privacy information. | |||
| The New ServiceNow Studio | 27 Nov 2024 | 00:35:14 | |
In today’s episode, we celebrate the launch of a brand new, free-to-use product that will change the way developers work forever! Topics
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| Building Trust in AI with ServiceNow's Now Assist Guardian | 20 Nov 2024 | 00:22:54 | |
In this episode of TechBytes, AI Governance Product Manager at ServiceNow, Louis Philip Morin, discusses the critical aspects of trust in AI. The conversation delves into the challenges of creating AI experiences free from toxic and malicious language, highlighting the role of Now Assist Guardian in customizing user experiences. The episode explores the nuances of offensive language, prompt injections, and hallucinations in AI, emphasizing the importance of user control, transparency, and the ethical considerations in handling AI-generated content. Morin explains the importance of trust, user feedback, and the collaborative efforts between ServiceNow and its customers to ensure AI tools are effective and reliable. 00:00 Introduction to AI Behavior Challenges Host - Bobby Brill #servicenow #servicenowdemo #nowassist #nowassistguardian ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community ServiceNow TechBytes Podcast: https://www.servicenow.com/community/community-resources/servicenow-techbytes-podcasts/ta-p/2305455 For general information about ServiceNow, visit: http://www.servicenow.com/ See omnystudio.com/listener for privacy information. | |||
| Agentic AI workflows for AIOps | 18 May 2025 | 00:16:35 | |
In this episode, we explore the transformative impact of agentic AI frameworks on IT operations and AIOps with Rani Tzur, Director Product Management. Discover how agentic AI can enhance decision-making, automate tasks, and improve efficiency in IT management during issue triaging and investigation. See omnystudio.com/listener for privacy information. | |||
| Using AI to make Government more Human | 05 Nov 2024 | 00:34:56 | |
In this episode of the ServiceNow EXECUTIVE CIRCLE podcast, we speak with Dr Laura Gilbert CBE, globally respected technologist, head of No.10 Downing Street's Incubator for AI and Chief Analyst at the Cabinet Office. In a fascinating conversation, Laura makes the case for AI in the public sector, to help enhance front line service delivery and improve interdepartmental collaboration and operational efficiencies; all with the ambition of making government departments more responsive, considered and 'human' in their interactions with the public and other stakeholders. See omnystudio.com/listener for privacy information. | |||
| Embracing AI for Business Agility and Customer-Centric Innovation | 31 Oct 2024 | 00:13:27 | |
In this episode of the Enterprise Agility Podcast, Fred Champlain and Richard Knaster wrap up their discussion of the rapid evolution of AI. This evolution is reshaping business agility and competitiveness, with generative AI optimizing operations and enhancing customer experiences through faster decision-making and deeper insights into customer needs. Maintaining core business fundamentals while experimenting with AI and adopting hypothesis-driven strategies is key to staying competitive, allowing AI to handle routine tasks so humans can focus on creativity and innovation. Listen now to learn more. See omnystudio.com/listener for privacy information. | |||
| The SDK and IDE in Xanadu with Patrick Wilson & Jay Couture | 30 Oct 2024 | 00:43:16 | |
In today’s episode, welcome back to Break Point two special guests to talk about the future of pro-coding on ServiceNow - Xanadu and beyond! Topics
Links
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| Unlocking AI’s Potential for Enterprises and Responsible Growth | 25 Oct 2024 | 00:07:49 | |
In this episode of the ServiceNow Enterprise Agility Podcast, host Fred Champlain and Richard Knaster continue their conversation on the pressures and opportunities that GenAI and agentic AI bring to enterprises. Organizations face challenges in managing vast data and must adopt responsible AI practices to avoid issues like AI "hallucinations." Ensuring curated, trustworthy models, continuous training, and data quality is essential for creating valuable innovations while minimizing legal risks from inaccurate AI outputs. Join us to gain valuable perspectives on leveraging AI responsibly and effectively in your organization. See omnystudio.com/listener for privacy information. | |||
| AI and Business Agility: Enhancing Human Intelligence | 21 Oct 2024 | 00:12:10 | |
In this episode of the ServiceNow Enterprise Agility Podcast, host Fred Champlain, ServiceNow Agile Evangelist, talks with Richard Knaster, a SAFe Fellow and author of The Lean Agile Way, about AI’s transformative impact on business agility. Richard highlights AI’s rapid integration into existing solutions, offering cost savings and enhanced agility. He discusses AI’s ability to detect weak signals from customer interactions, leading to better insights and improved customer service through automation. This discussion offers valuable insights for executives navigating AI’s role in business transformation. See omnystudio.com/listener for privacy information. | |||
| Empathy in Action: Building Accessibility at ServiceNow with Eamon McErlean and Tony Morales | 16 Oct 2024 | 00:33:40 | |
Empathy in Action: Building Accessibility at ServiceNow In this episode of TechBytes, host Bobby Brill is joined by Eamon McErlean and Tony Morales from ServiceNow to explore the vital role of accessibility in technology. As leaders in inclusive Gen AI, they emphasize the importance of integrating accessibility into product development from the ground up. Through personal experiences and industry insights, Eamon and Tony illustrate how empathy enhances accessibility awareness and drives change. The conversation highlights new initiatives at ServiceNow, the transformative role of AI in accessibility, and the importance of creating inclusive software that benefits everyone. This candid discussion also touches on personal experiences with disabilities and the business advantages of prioritizing accessibility in the tech industry. To view this podcast with audio captions, please watch on YouTube - Check out our YouTube channel for more - https://www.youtube.com/@ServiceNowDocs/featured Also, visit The Accessibility and Gen AI Podcast - https://www.youtube.com/@A11yGenAI Guests - 00:00 Introduction to Accessibility
See omnystudio.com/listener for privacy information. | |||
| Cyber Insights with Mike Rohde, Deputy CISO - Federal at ServiceNow | 04 Oct 2024 | 00:05:31 | |
At TechNetCyber24, Francis Rose explored pressing cybersecurity challenges and strategies within the government sector with cyber experts, included ServiceNow's Mike Rohde. Discussions emphasized the need for effective data management and AI integration, the importance of adopting Zero Trust Architecture to combat sophisticated threats, and innovative strategies for retaining skilled cybersecurity professionals. Automation and AI were highlighted as crucial for enhancing efficiency and job satisfaction, while industry collaboration was noted as vital for driving innovation and knowledge transfer. A unified approach to these issues is essential for bolstering cybersecurity resilience across sectors. Link to YouTube Video: https://youtu.be/fmUXk-enrIg?feature=shared See omnystudio.com/listener for privacy information. | |||
| Break Point 3.0 | 02 Oct 2024 | 00:29:49 | |
In today's episode, Break Point ushers in a fresh, new era, shaped by the voices of our listeners. Join us as we go through their feedback and craft what Break Point 3.0 will be together.
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| ServiceNow on Innovation in Government - TechNet Cyber | 27 Sep 2024 | 00:05:46 | |
Hear Jonathan Alboum, Federal CTO at ServiceNow, as he discussed the transformative impact of AI on cybersecurity in government agencies. He emphasized the use of AI to maintain a strong cyber defense, detect anomalies, and respond to incidents more effectively. Alboum highlighted the ability of AI to reduce false positives and focus human resources on high-value tasks. He pointed out that while AI can significantly enhance cybersecurity measures, it is crucial to ensure transparency and human oversight in AI-driven processes. He also stressed the importance of balancing the rapid adoption of AI technologies with maintaining a skilled cybersecurity workforce.
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| Elevating Customer Experience with AI: ServiceNow and 3CLogic | 24 Sep 2024 | 00:37:44 | |
In this episode, Guillaume Seynhaeve (G), SVP of Partnerships and Alliances at 3CLogic. He advises and supports the organization's strategic initiatives, including the oversight of 3CLogic's ServiceNow offerings. With over 20 years of experience in both sales and customer service, he has held leadership in the financial and communication industry, and he's a recognized expert in SAS, CSAS, AI, and CX, a ServiceNow enthusiast of 12 years. He holds his bachelor's degree from Boston College and an MBA from the University of Maryland. Welcome to the show. The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Sohail Ali Key highlights of the episode: 6:58 - Guillaume shares an incident about his personal experience with customer service 14:45 - How ServiceNow helped 3CLogic efficiently resolve complex customer service issues? 20:22 - How AI comes into the equation to improve customer experience, both for the customer and probably at the agent interface? 24:20 - How 3CLogic and ServiceNow are trying to better optimize AI to effortlessly solve customer problems faster? See omnystudio.com/listener for privacy information. | |||
| The Power of Customer Feedback | Shaping User Experience at ServiceNow | 14 May 2025 | 00:34:03 | |
Dive into the world of ServiceNow UX Research and product development with Jessie Livingston, Tricia Wilson, and Molly Bowman as they unveil the secrets behind crafting user-centric features. In this engaging podcast episode, Tricia Wilson shares insights from her research on process mining, revealing how the team transformed a tool that often failed and frustrated users into a powerful solution for optimizing business processes. Molly Bowman then discusses the challenges and triumphs of creating Now Assist Voice, ensuring it's not just a novelty but a robust tool that supports diverse voices and environments, enhancing productivity and accessibility. Jessie Livingston joins host Bobby Brill to tie it all together, highlighting the importance of user feedback in driving meaningful product enhancements. Don't miss this eye-opening discussion on how ServiceNow is bridging the gap between user experience and product design. To read more about these two stories, check out the blog post from ServiceNow’s EVP and Chief Experience Officer Amy Lokey - https://www.servicenow.com/blogs/2025/customer-feedback-shaping-user-experience To learn more about Product Lab - https://servicenowproductlab.com/ 00:00 Meet the UX Research Team Guests - Jesse Livingston, Tricia Wilson, Molly Bowman ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
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| Succeeding in Health IT During Uncertain Times | 20 Sep 2024 | 00:20:17 | |
Health IT – is it about healthcare or security or is it IT? Is it about Clinicians, Nurses or Patients? What about the technologies and the core systems? Who’s minding the store on PII and PHI? AI and GenAI are here, can we start on that journey? YES! None of these are less important than the other and compete for an organization’s attention. But how many, how much, how complex are further questions that arise. How many different systems? How much time is an individual spending when health is at stake? How complex is the navigation through all of this causing an undesirable experience and inefficient process, not to mention increased costs. Speakers:
Link to YouTube recording: https://youtu.be/pAt0twuhnPk See omnystudio.com/listener for privacy information. | |||
| ServiceNow Federal Forum 2024: ServiceNow for Government Missions: Innovative Solutions | 13 Sep 2024 | 00:35:38 | |
To respond and adapt at speed to evolving mission requirements, the government must modernize delivery by using a digital-first approach, incorporating automated workflow technologies to deliver standout workforce experiences, and achieve objectives quickly and securely. Tune in to this session to hear real-world perspectives on modernizing mission systems, applications and experiences. Featured Speakers: See omnystudio.com/listener for privacy information. | |||
| Digital & AI transformation in the Public Sector | 11 Sep 2024 | 00:18:56 | |
In this episode of the ServiceNow Executive Circle podcast, Gina Gill, Chief Strategy Officer at the Governments Central Digital and Data Office (CDDO), discusses how technology transformation offers organisations a unique opportunity to reevaluate and realign their strategic vision, values, and employee skill sets. Gill highlights the need for a unified digital vision across departments and the removal of barriers like outdated funding models and lack of incentives for collaboration. See omnystudio.com/listener for privacy information. | |||
| Service offerings to help your organization achieve its business needs | 10 Sep 2024 | 00:16:52 | |
In this episode, we chat with one of our service portfolio managers to learn about the service offerings available to help you get the most value from the ServiceNow platform. Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com. See omnystudio.com/listener for privacy information. | |||
| ServiceNow Federal Forum 2024: Maximize Productivity and Mission Readiness and Deliver the Best EX | 06 Sep 2024 | 00:27:41 | |
Federal agencies are deploying innovative solutions to manage human capital and administrative goals such as recruitment, developing employees, and keeping a skilled and motivated workforce. Listen to this session to hear how ServiceNow is helping to connect systems of record and modernize the business of human capital management. Featured Speakers: See omnystudio.com/listener for privacy information. | |||
| From Disruption to Efficiency: Modernizing Supply Chains with Deloitte | 05 Sep 2024 | 00:30:56 | |
In this episode of the Innovation Today Podcast, host Spencer Beemiller chats with Stefan Klang, Partner at Deloitte, about the evolving landscape of supply chain management. Stefan shares his journey from manufacturing logistics to digital transformation, discussing how companies can manage disruptions, enhance efficiency, and prioritize sustainability. With real-world examples and forward-thinking strategies, this episode offers valuable insights for businesses aiming to innovate their supply chain processes. See omnystudio.com/listener for privacy information. | |||
| From Tech Consulting to Public Sector Transformation: Insights from Will Loving | 05 Sep 2024 | 00:21:15 | |
In this episode of Innovation Today, Julia Martensen, Innovation Officer at ServiceNow, interviews Will Loving, CEO and Founder of Servos. Will shares his journey from starting a consulting firm during the early 2000s to becoming a key player in digital transformation within the public sector. He discusses the impact of ServiceNow in modernizing state and local government services, emphasizing customer and citizen experiences. Will highlights significant projects, including the rapid response to Hurricane Ian in Florida and the modernization of Medicaid applications in Missouri, demonstrating the power of technology in improving public services. See omnystudio.com/listener for privacy information. | |||
| Unlocking AI's Potential with Stephanie Otto | 05 Sep 2024 | 00:26:03 | |
In this episode of the Innovation Today Podcast, Spencer Beemiller from ServiceNow talks with Stephanie Otto, the Global Director of Strategy and Innovation at Cask, about the transformative power of AI in business. They discuss the importance of having a clear strategy, the potential of Gen AI to revolutionize industries, and the necessity of upskilling the workforce to adapt to new technologies. The conversation touches on the need for a holistic approach to AI implementation and the significance of failing fast and learning from mistakes to drive innovation. See omnystudio.com/listener for privacy information. | |||
| Redefining Telco Customer Service: Insights from Jinu Koshy on AI and Digital Transformation | 05 Sep 2024 | 00:23:28 | |
In this episode of the InnovationToday Podcast, host Spencer Beemiller welcomes Jinu Koshy, Vice President and Global Head of Domain Consulting, Communications, Media, and Technology at Infosys. They discuss innovation in the telecom industry, focusing on the transformation in customer service. Jinu shares his insights on the impact of AI and GenAI in enhancing customer experience and the strategic collaborations between Infosys and ServiceNow. Key topics include the importance of proactive customer care, the concept of Service Bridge, and the role of AI in modernizing telco infrastructure. See omnystudio.com/listener for privacy information. | |||
| The Butterfly Effect with Chuck and Lauren | 04 Sep 2024 | 00:50:33 | |
While learning the technical ins and outs of ServiceNow are important for your career, there's more to being a great ServiceNow dev than knowing how to hack XML files or all the JavaScript APIs. In this episode, Lauren and I have a chat about some key moments in our lives that changed our careers.
Links Check out the other ServiceNow podcasts. See omnystudio.com/listener for privacy information. | |||
| Developer Advocate Double Feature! | 30 Apr 2025 | 00:49:44 | |
Break Point is BACK, BABY! 😎 And in honor of Break Point's triumphant return, we are joined by not one, but TWO of our newest Developer Advocates: Travis Toulson and Allen Andreas. Join us as we cover everything from fun stories about our past developer blunders to what you can anticipate at Knowledge25. ⏱️ Timestamps
🔗 Links
Check out the other ServiceNow podcasts: http://devlink.sn/podcasts See omnystudio.com/listener for privacy information. | |||
| Shedding light on AI implementation | 03 Sep 2024 | 00:07:49 | |
Join Fred Champlain and James Ramsay as they explore how strategic portfolio management (SPM) and enterprise architecture (EA) are crucial in successfully implementing AI across an organization. By prioritizing AI use cases that deliver the most business value and understanding their impact on the technology landscape, companies can mitigate risks and enhance compliance. This discussion sheds light on the importance of modeling AI integrations and information flows, enabling businesses to make informed, risk-aware decisions as they adopt AI technologies. See omnystudio.com/listener for privacy information. | |||
| Driving successful AI transformation | 30 Aug 2024 | 00:06:35 | |
Join Fred Champlain and James Ramsay as they dive into how enterprise architecture (EA) is essential for driving successful AI transformations. By actively integrating EA with strategic portfolio management (SPM), organizations can align AI initiatives with business objectives, moving from experimentation to impactful implementation. This discussion highlights the importance of strategic planning and prioritization in unlocking AI's full potential and overcoming challenges in digital transformation. See omnystudio.com/listener for privacy information. | |||
| ServiceNow Federal Forum 2024: Defending Software Supply Chain Integrity | 30 Aug 2024 | 00:37:25 | |
Tune in as we explore opportunities to modernize IT and deliver exceptional citizen services with low-code tools. A Federal agency customer will share best practices and examples of how ServiceNow’s low-code platform enables rapid application development – streamlining workflows, reducing costs, improving collaboration, and more. Featured Speakers:
See omnystudio.com/listener for privacy information. | |||
| ServiceNow Federal Forum 2024: Maximizing Value to the Enterprise Using Low- and No-Code Development | 23 Aug 2024 | 00:35:55 | |
Listen as we explore opportunities to modernize IT and deliver exceptional citizen services with low-code tools. A Federal agency customer shares best practices and examples of how ServiceNow’s low-code platform enables rapid application development – streamlining workflows, reducing costs, improving collaboration, and more. See omnystudio.com/listener for privacy information. | |||