ServiceNow Podcasts

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.

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.

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.comSee omnystudio.com/listener for privacy information.

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 BeaverHost - 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/  See omnystudio.com/listener for privacy information.

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 [email protected] omnystudio.com/listener for privacy information.

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.

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.

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 BeaverHost - 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/  See omnystudio.com/listener for privacy information.

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 [email protected].  See omnystudio.com/listener for privacy information.

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.Guests - Roberto Bacci, Ryan Dux, Midam KimHost - Bobby Brill Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocsSee omnystudio.com/listener for privacy information.

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 00:00 Welcome & Introductions 04:21 What Is Agentic AI? 09:23 What Will Agentic AI on ServiceNow Look Like? 12:23 Why Agentic AI is Not Any Old Just a Tech Trend 15:47 Conclusion & Outro Links Donate to the California Fire Foundation AI Agents Live Launch Register for TechNow Yokohama Subscribe to Break Point Apple Podcasts Spotify Amazon Music TuneIn RSS See omnystudio.com/listener for privacy information.

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.

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.