ServiceNow Podcasts

AI is transforming how businesses operate and how early-career talent grows. In this episode, UTG Unlocked, Mark Stockford (GVP, Global Cloud Operations) and Alyssa Gerhart (former intern, now full-time employee) share how AI is reshaping work at ServiceNow—from strategic impact to day-to-day execution. Our guest hosts Jorden Shelton and Cynthia Mathenge guide the conversation and explore real AI use cases like Unity, RAG-based duplicate detection, and intent detection, while emphasizing the importance of critical thinking and strong fundamentals. In this episode, designed not just for recent interns, you’ll learn how AI is expanding career paths, how teams like Global Cloud Services power innovation behind the scenes, and what interns and early-career professionals can do now to grow: stay curious, use AI intentionally, seek mentors, and don’t just consume—contribute. UTG is the engine behind the scenes here at ServiceNow — enabling innovation, maintaining production environments, supporting internal teams, and driving operational excellence. It connects strategy to execution by combining engineering, cloud operations, and technology operations to deliver stable, high-performing systems that allow the business and customers to succeed. For more information about the Early Careers program visit - https://careers.servicenow.com/early-careers/ 00:00 Welcome & What ‘UTG Unlocked’ Is All About  02:50 Meet the Panel: Mark, Alyssa, Jorden & Cynthia  04:29 Segment 1: How AI Is Impacting the Business (Customers vs. Employees)  06:26 Skills That Matter in an AI-Powered Workplace  09:52 Real AI Use Cases: Unity, Agents, and Faster Ops  13:57 AI and Career Growth: New Roles, New Paths, Partnering with AI  18:56 Advice for Early-Career Talent: Stay Curious, Build, Contribute  20:41 Segment 2 Kickoff: Rapid-Fire Fun28:50 Pulling Back the Curtain: What is GCS 30:37 GCS as a Superhero: Operating in the Shadows Like Batman  31:35 The Hidden Work: Solving Customer-Created Problems & Root-Cause Hunting  33:37 Alyssa’s Journey: Intern to FTE, Mentorship, and Scaling Developer Productivity  35:38 What’s Next: Emerging Tech on the Radar (AI to Quantum Computing)  37:15 Closing Takeaways: Keep Learning, Use AI Wisely, Ask Questions, and Give Back  40:12 Final Words & Where to Learn More See omnystudio.com/listener for privacy information.

Juan and Tim are back for a LIVE episode with Nachiket Mehta, an experienced data leader who has lived and breathed the “shift left”. In this episode we unpack how ontology, events and culture unlock enterprise AI. We discuss the gap between what your systems think is happening and what's actually happening on the ground and dive into real world examples: a trailer with expensive merchandise sat forgotten in a yard for weeks. $35M in delayed orders. The math added up, but nobody saw it coming. Why? Because we're obsessed with cleaning data and building dashboards, but nobody mapped the happy path vs. the exceptions actually happening on the ground. What is delivery when the customer isn't home? What's "lost in transit" versus "sitting in our own yard"? The solution? Send your ontologist to the fulfillment center. Build tiger teams. Shift your data teams left to act like software product teams. And most importantly: connect the five why's back to your OKRs, or you're just building features nobody needs.See omnystudio.com/listener for privacy information.

This is the takeaway episode with Nachiket Mehta, an experienced data leader who has lived and breathed the “shift left”. In this episode we will unpack how ontology, events and culture unlock enterprise AI. We discuss why your ontologist needs to visit the fulfillment center, how to shift data teams from afterthought to proactive partner, and why the five why's matter more than your tech stack.See omnystudio.com/listener for privacy information.

Tim and Juan unpack why Vaibhav Gupta, co-creator of BAML, states that most agentic AI code out there is dumb. It's ugly, fragile, and built by people who've never had to wrestle with probabilistic systems before. But here's the thing: we've seen this movie before. Remember when building websites was painful? Then jQuery showed up... then React... then Tailwind. Abstraction always wins. It just takes time (and about 50 bad frameworks for every good one). The gaming industry also figured out about unreliable systems decades ago. The takeaway is that the real bottleneck isn't abstracting the AI, instead it's abstracting the failure. Oh, and this episode has a live demo (first time we ever do this!). See omnystudio.com/listener for privacy information.

This is the takeaway episode with Vaibhav Gupta, co-creator of BAML, where we unpack why most agentic AI code out there is dumb. If you like what you hear, you should listen to the full episode. See omnystudio.com/listener for privacy information.

Juan and Tim grab a beer and rant about decision intelligence and context graphs, MCP vs Skills, and how companies really have a work problem (not a data/AI problem) and what is the maturity model to get that work doneSee omnystudio.com/listener for privacy information.

Tired of executives breathlessly asking "what's our AI strategy?" while your data team drowns in 1,000 dashboards that nobody uses? In this episode, Juan and Tim cut through the noise with Juan Gorricho a data and analytics executive with more than 25 years of experience delivering business value at TD Bank, Visa, The Walt Disney Company We cover: Why do data leaders keep building vanity metrics instead of business value? How do you go from being an "order-taking reporting team" to a trusted decision intelligence partner? And why does every data governance initiative feel like building policies nobody wants to follow? The secret? Do it by slice. Not top-down. Not bottom-up. By slice—connecting each data product to real business outcomes while building reusable foundations underneath. If you're ready to turn your data team's NPS around and build trust that actually sticks, this one's for you. Spoiler: It starts with being brave enough to tell executives the truth. And btw, "I bet 40 columns drive 90% of your business."See omnystudio.com/listener for privacy information.

This is the takeaway episode of our chat with Juan Gorricho, a data and analytics executive with more than 25 years of experience delivering business value at TD Bank, Visa, The Walt Disney Company. We cover: Why do data leaders keep building vanity metrics instead of business value? How do you go from being an "order-taking reporting team" to a trusted decision intelligence partner? And why does every data governance initiative feel like building policies nobody wants to follow? And so much more. If you liked these takeaways, listen to the full episode!See omnystudio.com/listener for privacy information.

Juan and Tim got together for a beer to rant about what's on their mind, the latest in the data world and share Data Day Texas takeawaysSee omnystudio.com/listener for privacy information.

Dr. Irina Steenbeek is a data practitioner, and author of multiple books including Data Lineage from a Business Perspective. In this episode, Juan and Tim discuss with Irina the practical realities of implementing data lineage and its relationship to Data and AI governance. For example, do you really need to have a comprehensive technical lineage? A lot of honest no-bs nuggets in this episode!See omnystudio.com/listener for privacy information.

This is the takeaway episode with Dr. Irina Steenbeek, a data practitioner, and author of multiple books including Data Lineage from a Business Perspective. In this episode, Juan and Tim discuss with Irina the practical realities of implementing data lineage and its relationship to Data and AI governance. See omnystudio.com/listener for privacy information.

A conversation with Jody Elliott, Head of IT Risk and Sustainability at National Grid, on embedding responsible AI and sustainability at scale. In this episode of the ServiceNow Executive Circle Podcast, Jody Elliott, Head of IT Risk and Sustainability at National Grid, explores how sustainability, risk, and AI can work together to create real business value. Operating across critical national infrastructure in the UK and US, Jody shares why “good green operations are just good operations” and why sustainability and responsible AI must be embedded by design, not treated as standalone initiatives. The conversation covers: How IT sustainability, e-waste policy, emissions reduction, and regulatory compliance can drive efficiency, trust, and innovation Practical, real-world AI use cases, including how generative AI can improve compliance and risk oversight by analysing large volumes of unstructured data The importance of AI literacy, human-in-the-loop governance, and strong control frameworks How organisations should prepare for emerging regulation, including the EU AI Act and CSRD What’s next—from rising energy demand and supply chain risk to the next wave of responsible technology Tune in now for a practical, real-world look at how responsible AI and sustainability can drive efficiency, trust, and innovation at scale. If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit. See omnystudio.com/listener for privacy information.

AI, Skills, and the Future of Work at Aviva In this episode of the ServiceNow Executive Circle podcast, Kat Finch is joined by Dan Godfrey, Group People Transformation and Talent Director at Aviva, to explore how people strategy, technology, and AI are coming together to reshape the future of work. Dan shares how Aviva’s scale, legacy, and long history influence its approach to transformation, and why operational readiness, adoption, and change management are just as critical as the technology itself. From learning and recruitment to people technology and data analytics, the conversation highlights how HR and IT must work in lockstep to deliver meaningful outcomes for both colleagues and customers. The discussion also dives into the evolving role of AI in skills development, workforce planning, and customer experience. Some key topics include: The evolving role of AI in skills development, workforce planning, and customer experience Highlighting how Aviva is using AI to surface skills and support “squiggly careers” Showing how AI helps colleagues navigate future career paths and learning opportunities Emphasising the importance of human-in-the-loop governance, trust, and responsible use of AI Looking ahead to how AI could democratise financial services by making financial knowledge more accessible Reinforcing why investing in peoples capability remains the most critical transformation for organisations If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit. See omnystudio.com/listener for privacy information.

Ontologies are suddenly everywhere but they didn’t come out of nowhere. In this episode, Juan and Tim chat with Professor Oscar Corcho, who has been doing ontology engineering since the early 2000s (check out his book Ontological Engineering from 2003), to demystify what ontologies actually are, where they came from, and why that history still matters today. If you’re new to ontologies or feeling lost in the current hype, this episode gives you the grounding you didn’t know you needed to understand where the field has been and where it should be going next.See omnystudio.com/listener for privacy information.

This is the takeaway episode of our conversation with Professor Oscar Corcho, who has been doing ontology engineering since the early 2000s where we demystify what ontologies actually are, where they came from, and why that history still matters today. See omnystudio.com/listener for privacy information.

Juan and Tim rant about Context Graphs and categorizations of how companies work with data.See omnystudio.com/listener for privacy information.

Tim and Juan chat with Tony Baer and Matt Housley, hosts of the “It’s About Data” podcast about what are the trends they are seeing with the start of 2026. We talked about AI magical thinking, Agentic architectures, Graphs, careers and much more. See omnystudio.com/listener for privacy information.

This is the takeaway episode about the chat that Tim and Juan have with Tony Baer and Matt Housley, hosts of the “It’s About Data” podcast about what are the trends they are seeing with the start of 2026. We talked about AI magical thinking, Agentic architectures, Graphs, careers and much more.See omnystudio.com/listener for privacy information.

In the opening episode of 2026, Juan and Tim discuss what happened in the data world during 2025 and what they are looking forward to in 2026. We discuss semantics, ontologies, context, tool/vendor consolidation, data teams, platform convergence, governance, and of course... AI! In the episode we mention the talk we gave at BigDataLDN "Why Data Teams Must Lead the Next AI Revolution" which you can find here: https://www.youtube.com/watch?v=ULfcjlXxyXgSee omnystudio.com/listener for privacy information.

Exploring Leadership and AI with Anand Tharanathan In this engaging episode of our podcast, we delve into the world of leadership and Artificial Intelligence with Anand Tharanathan, GVP of Product Research and Insights at ServiceNow. Anand shares his journey from an individual contributor to a leadership role, emphasizing the importance of empathy, mentorship, and learning from failure. He discusses his unique perspective on leadership drawn from his experiences in sports and how this has influenced his professional growth. Anand also provides insights into the rapidly evolving field of AI, comparing it with human automation and highlighting the importance of keeping the human element in the loop. He addresses the challenges and nuances of designing AI systems that enhance human capabilities rather than replace them. Additionally, Anand discusses how to strike a balance between being product-centric and people-centric, and the crucial role of adaptability in navigating technological advancements. Towards the end of the conversation, Anand outlines a framework for effectively using AI and advises on avoiding common pitfalls when integrating AI into new products. This episode is a must-watch for anyone interested in leadership, AI, and the future of technology. Join us and gain valuable insights from industry experts! Guest - Anand Tharanathan, GVP of Product Research and Insights at ServiceNowGuest Host - Apurva Korde 00:00 Introduction and Guest Welcome00:24 Discussing UX Research and AI01:18 Leadership Journey and Insights03:45 The Role of Mentors and Managers09:59 Design Leadership vs. Conventional Leadership13:56 Balancing Product and People-Centric Leadership17:55 Adapting to Rapid Technological Changes18:56 Navigating the AI Revolution19:14 Staying Calm and Curious in the AI Era20:45 Insights from a Tech Leader on AI21:42 Designing Human-Centric AI Experiences26:32 The Importance of Human in the Loop31:24 Frameworks for AI Use and Misuse34:25 Building AI-Powered Products36:37 Balancing AI and Business Goals38:45 Concluding Thoughts on AISee omnystudio.com/listener for privacy information.

Tim and Juan chat with Lena Hall, the Senior Director of Developer Relations at Akamai, and an AI practitioner where we dive into what it means to build AI agents. See omnystudio.com/listener for privacy information.

This is the takeaway episode with Lena Hall, the Senior Director of Developer Relations at Akamai, and an AI practitioner where we dive into what it means to build AI agents. If you like what you heard, you should check out the full episode!See omnystudio.com/listener for privacy information.

Tim and Juan chat with Arielle Rolland, a Data & AI Strategy Manager and Data Product Enthusiast and dive into how many teams are overcomplicating data products. We discuss what makes a good data product initiative and a good data product. Is a waterfall approach actually that bad? And how to balance between strategy and delivery. If you are scratching your head about data products and feel lost, this episode is for you!See omnystudio.com/listener for privacy information.

This is the takeaway episode with Arielle Rolland, a Data & AI Strategy Manager and Data Product Enthusiast where we dive into how many teams are overcomplicating data products. We discuss what makes a good data product initiative and a good data product. Is a waterfall approach actually that bad? And how to balance between strategy and delivery. If you are scratching your head about data products and feel lost, this episode is for you! If you like what you heard, you should check out the full episode!See omnystudio.com/listener for privacy information.

Tim and Juan chat with Danielle Crop is the EVP Digital Strategy & Alliances at WNS, former Chief Data Officer of Albertson and also the former Chief Data Officer of American Express about how data leaders and practitioners need to be thinking about AI and how to focus on what truly provides business value. We get into who will be building models, and how roles will be evolving in organizations. If you want to learn what is going through the mind of an executive data leader, this episode is for you!See omnystudio.com/listener for privacy information.

This is the takeaway episode with Danielle Crop is the EVP Digital Strategy & Alliances at WNS, former Chief Data Officer of Albertson and also the former Chief Data Officer of American Express where we chat about how data leaders and practitioners need to be thinking about AI and how to focus on what truly provides business value, who will be building models, and how roles will be evolving in organizations. If you want to learn what is going through the mind of an executive data leader, this episode is for you. If you like what you heard, you should check out the full episode!See omnystudio.com/listener for privacy information.

In this episode of the podcast, host Bobby Brill takes a break from hosting duties and introduces Shruti Shrivastava, Director of UX Research at ServiceNow in Bangalore, India. Shruti takes the reigns for this episode and interviews Averria Martin, Senior Director, UX Research. The conversation covers a range of topics including the application of AI in research, internal mobility at ServiceNow, and effective leadership strategies. Averria shares her personal and professional experiences, emphasizing the importance of work-life balance, growth mindset, and fostering a collaborative culture. The episode also highlights practical advice for transitioning from IC roles to leadership and the value of internal mobility and user-centric approaches in research. Guest - Averria Martin, Senior Director, UX ResearchGuest Host - Shruti Shrivastava, Director of UX Research 00:00 Introduction and Guest Introduction00:13 Meet Shruti Shrivastava01:10 Insights on AI in Research01:51 Interview with Averria Martin04:48 Work-Life Balance Tips06:53 Career Advice for Researchers09:27 Internal Mobility and Culture at ServiceNow12:47 AI and Research Technologies18:20 Collaboration and Leadership26:04 Final Thoughts and ConclusionSee omnystudio.com/listener for privacy information.

Jessica Zuñiga is the Head of AI Readiness & Data Governance at BlueYeti and one of the most important voices in data governance in Mexico and Latin America. Tim and Juan discuss with Jessica about when data and AI governance truly becomes a business enabler and how to use frameworks like DAMA effectively. See omnystudio.com/listener for privacy information.

This is the takeaway episode with Jessica Zuñiga is the Head of AI Readiness & Data Governance at BlueYeti and one of the most important voices in data governance in Mexico and Latin America. Tim and Juan discuss with Jessica about when data and AI governance truly becomes a business enabler and how to use frameworks like DAMA effectively. If you like what you heard, you should check out the full episode!See omnystudio.com/listener for privacy information.

Sitting down with Amrutha Ramesh, visiting researcher at ServiceNow one of the minds behind Agent Ada, a data-focused AI agent, in the latest episode of the podcast. We talk about the gap in enterprise workflows: you upload data, ask questions, and expect clear, data-backed insights… but traditional LLMs weren’t designed for that. Amrutha clarifies the distinction by explaining how Agent Ada surpasses merely inputting a dataset into ChatGPT or Gemini, employing personas and a library of reusable skills to analyze data in a more human-like manner. We also dig into turning raw analysis into a story and, most importantly, into actionable steps that people in the business can actually use. Guest - Amrutha RameshHost - Bobby BrillSee omnystudio.com/listener for privacy information.

A few months ago, Netflix engineering published a blog post titled “Model Once, Represent Everywhere: UDA (Unified Data Architecture)” which is an RDF knowledge graph connecting domain models to data through mappings, all grounded in-house metamodel. In this episode, Tim and Juan sit down with Alex Bertails to understand the motivations behind UDA, how it’s implemented and the value that Netflix is deriving from it. If you are interested in how to take metadata, knowledge graphs and RDF to the next level, this episode is for you!See omnystudio.com/listener for privacy information.

Listen to the Tim and Juan's takeaways from our discussion with Alex Bertails about Netflix's Unified Data Architecture. If you like what you heard, listen to the full episode! See omnystudio.com/listener for privacy information.

A conversation with HR leader Davis Aguilar on Diageo’s shift toward simplicity, agility, and world-class HR excellence. In this episode, Davis Aguilar—Global Head of HR Operations at Diageo, the global spirits company behind brands like Guinness, Johnnie Walker, Baileys, and Captain Morgan—shares how the organisation is transforming HR through operational excellence, cultural alignment, and smarter technology. He discusses the shift toward simplified workflows using ServiceNow and Workday, the importance of leadership sponsorship, and why cultural readiness is crucial when delivering change across 29,000 employees in 67 markets. Davis also explores the realities of transformation on the ground, from unexpected digital adoption among remote field workers in Mexico to the evolving needs of a diverse, multi-generational workforce. He reflects on Diageo’s cautious but intentional approach to generative AI, the enduring relevance of human skills, and the company’s ambition to create an internal experience as strong as its world-famous brands. If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit. See omnystudio.com/listener for privacy information.

Tim and Juan chat with the honest no-bs analyst Sanjeev Mohan to discuss the latest trends in the data & analytics space. We go over the vendor unification, the focus on semantics and metadata, what trends have survived and much more.See omnystudio.com/listener for privacy information.

Tim and Juan chat with the honest no-bs analyst Sanjeev Mohan to discuss the latest trends in the data & analytics space. We go over the vendor unification, the focus on semantics and metadata, what trends have survived and much more. If you like this short takeaway episode, you should listen to the full episode. See omnystudio.com/listener for privacy information.

Join host Bobby Brill as he sits down with ServiceNow's AI legal and governance experts to break down the complex world of AI regulations. Andrea LaFontain (Director of AI Legal), Ken Miller (Senior Director of Product Legal), and Navdeep Gill (Staff Senior Product Manager, Responsible AI) explain how organizations can navigate the growing landscape of AI compliance. In this episode, you'll learn about three major regulatory approaches: the risk-based EU AI Act, Colorado's algorithmic discrimination law, and the NIST voluntary framework. The experts discuss practical strategies for complying with multiple regulations simultaneously, using the EU AI Act as a baseline and measuring the delta for new requirements. Key topics covered:- Why proactive compliance matters before regulations fully take effect - How AI Control Tower helps discover and manage AI systems across your enterprise - The exponential math behind AI compliance (vendors, employees, third parties) - Setting up governance policies for high-risk AI use cases - Timeline for major compliance deadlines (Colorado June 2026, EU August 2026) - The real costs of waiting for your first violation Whether you're managing AI deployment, working in compliance, or trying to understand the regulatory landscape, this episode provides actionable insights on building responsible AI governance infrastructure. Guests - Andrea LaFountain -Director, AI Legal Ken Miller - Senior Director, Product Legal Navdeep Gill - Staff Senior Product Manager, Responsible AI Host - Bobby Brill Chapters:00:00 Introduction to AI and Regulations 00:45 Meet the Experts 01:52 Overview of Key AI Regulations 03:03 Compliance Strategies for AI Regulations 07:33 ServiceNow's AI Control Tower 14:02 Challenges and Risks in AI Governance 16:04 Future of AI Regulations 18:34 Conclusion and Final ThoughtsSee omnystudio.com/listener for privacy information.

In this episode of the ServiceNow UK&I Executive Circle Podcast, host Kat Finch speaks with Nick Pearson, CIO of Ricoh Europe, about how the company has successfully evolved from a traditional manufacturer to a technology-driven services business. Nick discusses the complex macro trends impacting European organisations, from shifting business models and tightening margins to the growing need for operational agility. He reflects on Ricoh’s 20-year transformation journey, highlighting how the company has remained resilient by continually pivoting, empowering change-makers, and fostering a culture of innovation. The conversation explores the intersection of people and technology in driving digital transformation. Nick shares Ricoh's forward-thinking approach to AI governance and responsible innovation, alongside key themes such as: The rise of technical roles reshaping today's workplace. Building the skills and mindsets needed for a digital-first workforce. Simplifying processes and using sentiment analysis to enhance document management. Ricoh's vision to make work easier, smarter, and more human. How leadership, collaboration, and curiosity are shaping the workplace of the future. Tune in for a thoughtful discussion on how leadership, collaboration, and curiosity are shaping the digital workplace of the future. If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit. See omnystudio.com/listener for privacy information.

In this Community Week special, host Lauren McManamon is joined by fellow advocate Kristy Merriam and guest Dharti Shah, a Certified Technical Architect, to discuss the intersection of career, community, and parenting. From Dharti’s journey through the CTA program to the shared experiences she and Kristy have as mothers of children on the autism spectrum, the conversation explores how personal challenges shape professional growth, how ServiceNow skills translate into life lessons, and the importance of support systems, both at home and in the developer community. ⏱️ Timestamps 00:00 Introduction of Hosts 01:43 Introduction of Guest, Dharti Shah 05:29 Discussing the ServiceNow Certified Technical Architect (CTA) Program 09:27 Balancing Work, Parenting, and Going Above and Beyond 18:16 New Perspectives Offered By Parenting 19:31 The Importance of "The Village" We Surround Ourselves With 21:30 Misconceptions About Being Working Parents 26:16 Advice For Women In Tech 31:28 Tech Trends Impacting Work Life, Home Life, and the Neurodivergent Community 37:51 Final Words of Wisdom 39:43 Conclusion

If Caleb Hammer hosted a show for CIOs, this would be the episode.

After 5 years of doing the podcast, time to revisit the past. Juan and Tim look at where this all started, how we are making progress in data, and where is history repeating itself. Listen for some #HonestNoBS takes about the data world!See omnystudio.com/listener for privacy information.

In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management. For more information, visit: https://www.servicenow.com/products/healthcare-life-sciences.html https://keenstack.com/ Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow Elevsis Delgadillo - SVP, Customer Success at KeenStack Host: Bobby Brill 00:00 Introduction and Guest Welcome 00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO 00:56 Meet Elev Delgado: SVP Customer Success at KeenStack 01:37 Understanding Medical Referral Management 01:53 ServiceNow's Role in Medical Referral Management 03:25 KeenStack's Contribution to Referral Management 04:03 Challenges in Referral Management 05:11 ServiceNow's Workflow Automation in Healthcare 13:55 Leveraging AI for Efficient Referral Management 21:11 Future Roadmap for KeenStack 22:46 Outro See omnystudio.com/listener for privacy information.

This episode's co-host, Laszlo Balla, and Lauren McManamon sat down with Thomas Richter and Luis Caroll to unpack RaptorDB: the new database technology powering ServiceNow’s future. They shared the story from startup roots to acquisition, and explained how Raptor DB delivers faster performance, real-time analytics, and AI-ready scale, all while staying seamless for developers and customers. ⏱️ Timestamps 00:00 Introduction of Hosts 02:37 Introduction of Guests: Thomas Richter & Luis Carril 07:14 What IS RaptorDB? 10:14 How Is RaptorDB Different? 21:09 Has AI Changed Prioritization of RaptorDB’s Needs? 23:21 Origin of the Name “RaptorDB” 27:18 How Do I Get Access as a Customer? 29:35 Why Choose Pro Over Standard? 30:43 How Can I Tell If My Instance Is Running RaptorDB Already? 44:53 Recommended Education 46:22 What’s Next for RaptorDB *SAFE HARBOR* 50:16 Conclusion

On September 30th, ServiceNow's AI Experience launched, and with it came one of the most transformative new features: Web Agents! On this week's episode of Break Point, Lauren McManamon was joined by returning guest, Jingfei Chen, to unveil how Web Agents automate tasks by navigating browser UIs like a human. Learn how this catch-all agent works, where it fits alongside APIs and RPA, and why it’s set to change how developers approach automation. ⏱️ Timestamps 00:00 Introduction 02:37 What ARE ServiceNow Web Agents? 07:09 So, Web Agents Are Not ONLY Accessible Through Chat? 09:41 How Are Web Agents Similar/Different From RPA? 12:25 What Are Some Cornerstone Use Cases for Web Agents? 17:19 What Are the V1 Capabilities / Limitations of Web Agents? 18:47 What Are Web Agent Best Practices? 22:18 Where Can People Try Out Web Agents? 23:55 What’s On the Roadmap for Web Agents? *SAFE HARBOR* 27:01 How Have Priorities Changed to Meet Market Expectations? 29:50 What Are Initial Customer Thoughts on Web Agents? 31:11 Where Can People Provide Feedback on Web Agents? 32:02 Call to Action 33:57 Conclusion

In this episode of the ServiceNow Executive Circle Podcast, Jacqueline McGirr, VP of Global Change & Employee Experience at Kerry Group, shares her journey and insights on transforming HR service delivery through technology, automation, and AI. Drawing from over two decades at Kerry, Jackie discusses the evolution of their Global Business Services (GBS) model, the importance of integrating IT and HR functions, and how they're using platforms like ServiceNow to streamline and enhance employee experiences globally. Jackie also reflects on the role of AI in enabling more human-centred support—balancing automation with empathy, upskilling employees for the future, and preparing for agentic AI. She highlights Kerry’s forward-looking approach, including their newly formed AI Governance Forum and how GBS can evolve from a transactional hub to a strategic engine room for innovation and operational excellence. If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit. See omnystudio.com/listener for privacy information.

You can buy the best platform, hire the best consultants, and build the best plan - but if your leadership is flaky and your culture is toxic, all you’ve upgraded is your failure rate. In this episode of The Change Agents, Kat and Pete unpack why culture is the operating system of every transformation -and why leadership is the version update that determines whether change sticks or stalls. From “change theatre” to genuine leadership, trust, and vulnerability, this one’s a must-listen for anyone leading digital or AI-driven transformation in 2025. #Leadership #Culture #DigitalTransformation #ServiceNow #AILeadership #ChangeManagement #WorkCultureSee omnystudio.com/listener for privacy information.

In this Advocate-only special, Lauren is joined by fellow team members, Earl Duque and Laszlo Balla, to dive deep into the big, upcoming month-long event: HACKTOBERFEST! From the history of ServiceNow's involvement to what participants can expect this year, they covered everything in detail in hopes that you will take to your keyboard and join in on the fun. ⏱️ Timestamps 00:00 Introduction 00:59 What is Hacktoberfest? 03:06 What is the advantage of developing open source applications? 06:12 What is ServiceNow's history with Hacktoberfest? 09:52 What can Hacktoberfest participants expect? 14:07 What should Hacktoberfest participants learn beforehand? 17:52 What projects can participants collaborate on this year? 23:59 Can someone start participating after October 1st? 25:33 What dictates "completing" Hacktoberfest? 27:28 What are the rewards for completing Hacktoberfest 2025? 29:36 What are common mistakes for beginners to avoid? 35:48 What are 3 steps to take prior to starting Hacktoberfest? 36:56 How can participants stay connected with one another? 38:22 Conclusion