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 Research
Guest Host - Shruti Shrivastava, Director of UX Research

00:00 Introduction and Guest Introduction
00:13 Meet Shruti Shrivastava
01:10 Insights on AI in Research
01:51 Interview with Averria Martin
04:48 Work-Life Balance Tips
06:53 Career Advice for Researchers
09:27 Internal Mobility and Culture at ServiceNow
12:47 AI and Research Technologies
18:20 Collaboration and Leadership
26:04 Final Thoughts and Conclusion

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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 Ramesh
Host - Bobby Brill

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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 Thoughts

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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

 

 

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Dr. Alaina Beaver, ServiceNow's Global Head of Accessibility, is our guest on the podcast to discuss the latest developments in accessibility. Dr. Beaver explains that the world of accessibility is constantly evolving, and it's not a one-time task, but rather an ongoing process. She highlights that ServiceNow has made significant progress in accessibility, particularly with regards to conformance standards.

Publicly, ServiceNow has committed to aligning with the Web Content Accessibility Guidelines (WCAG) 2.2 AA, the most stringent guidelines globally for accessibility conformance. This is an upgrade from the previous standard, WCAG 2.1 AA, which is still adhered to by many legislations worldwide. Dr. Beaver notes that the new standard, WCAG 2.2 AA, was released recently, and it will take time for legislation to catch up.

More about accessibility at ServiceNow –
https://www.servicenow.com/accessibility-statement.html

To see ServiceNow’s Accessibility Tools in action -
https://www.youtube.com/playlist?list=PLCOmiTb5WX3q5qCG_QqYip2IZrvao7Bwp

Guest – Dr. Alaina Beaver, Global Head of Accessibility at ServiceNow

Host – Bobby Brill

00:00 Introduction and Guest Welcome
00:21 Understanding the Importance of Accessibility
00:55 What's New in Accessibility Standards
02:16 ServiceNow's Commitment to WCAG 2.2
04:11 Navigating the Transition to WCAG 2.2
09:12 Legislation and Global Standards
13:13 AI and Voice Input for Accessibility
16:01 Text Adjust: Enhancing Readability
19:31 AI Model Accessibility Checker
22:15 Wrap Up

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Exploring UXR at ServiceNow: Enhancing AI Control and ServiceNow University

In this episode, we delve into the realm of User Experience Research (UXR) at ServiceNow with guests Jesse Livingston, Eric Liu, and Tori Morrison. Eric Liu discusses the advancements and challenges in AI governance and the development of AI Control Tower to help companies manage their AI assets responsibly. Tori Morrison introduces ServiceNow University and its focused approach on enabling users to develop specific skills through personalized learning pathways and innovative tools like conversational AI chat. The episode highlights ServiceNow's commitment to integrating customer feedback into product development and providing robust learning resources to enhance user experiences.

For more information, please read Anand Tharanathan's Article: https://www.servicenow.com/community/in-other-news/how-customer-insights-shaped-servicenow-university-and-ai/ba-p/3317295

And to check out the Product Lab: https://servicenowproductlab.com/

On this episode -

Eric Liu: Sr. Staff UX Researcher, AI/ML
Tori Morrison: Senior UX Researcher
Jesse Livingston: Research Communication Manager
Bobby Brill: Host

00:00 Introduction to the Podcast and Guests

00:27 Understanding User Experience Research (UXR)

02:32 Introducing Eric Leo and AI Control Tower

06:44 Challenges and Solutions in AI Governance

12:23 ServiceNow University: Empowering Users

17:40 Personalization and Gamification in Learning

22:42 Conclusion and Further Resources

 

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

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

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

 

 

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Governing AI – Welcome to AI Control Tower
Episode Overview 

Governance accelerates AI success. Control enables innovation. In this premiere episode, we explore how ServiceNow governs AI at scale through AI Control Tower, a groundbreaking solution that transforms how enterprises manage their artificial intelligence landscape. 

Host Bobby Brill brings together three visionary leaders. They reveal the hidden AI sprawl within enterprises. They expose the risks. And they illuminate a path forward - one where governance and innovation dance in perfect harmony, where control mechanisms become the very foundation of sustainable AI transformation. 

The Conversation
AI is everywhere. Sometimes visible, often hidden, always expanding. Our experts navigate the complex terrain of enterprise AI governance, from shadow AI implementations that operate beyond IT oversight to the regulatory frameworks demanding immediate attention. Ravi Krishnamurthy, Vice President of Product Management for AI Platform and Responsible AI, unveils AI Control Tower—a solution that brings clarity to chaos. Sampada Chavan, Senior Principal Product Manager, demonstrates how regulatory compliance becomes achievable through systematic governance. Peter Weigt, Sr. Director of Inbound Product Management for Responsible AI, challenges conventional thinking about the innovation paradox and reveals governance as the strategic enabler organizations desperately need. 

Discovery meets responsibility. Compliance meets creativity. Control meets capability. 

 

Expert Panel 

Ravi Krishnamurthy | Vice President of Product Management, AI Platform and Responsible AI 

Sampada Chavan | Senior Principal Product Manager, AI Control Tower 

Peter Weigt | Sr. Director, Inbound Product Management, Responsible AI 

Host: Bobby Brill 

 

00:00 Introduction to Governing AI at Scale 

00:31 Meet the Experts 

00:54 Hidden AI in Your Enterprise 

02:56 Discovery and Responsible AI Practices 

11:28 The Innovation Paradox 

14:59 AI Control Tower and Governance 

19:42 Conclusion and Final Thoughts 

 

Links to AICT deep-dive blogs: 

https://www.servicenow.com/community/now-assist-articles/part-0-our-journey-to-the-ai-control-tower-nbsp/ta-p/3280295 

https://www.servicenow.com/community/now-assist-articles/part-1-the-gathering-storm-ai-s-rising-tension-nbsp/ta-p/3280309 

https://www.servicenow.com/community/now-assist-articles/part-2-the-architecture-of-control-building-the-ai-control-tower/ta-p/3344257 

 

 

 

 

 

 

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In this episode, get introduced to ServiceNow's latest offering, Horizon, the source of truth for experience design at ServiceNow, empowering creators to design better enterprise experiences. Joining the conversation are Brian Zaik and AJ Siegel from ServiceNow, who share their insights and experiences with this innovative design system. They discuss Horizon's role as a central resource for designing experiences on the ServiceNow AI platform, making it easier for both seasoned designers and those new to the field.

Brian elaborates on the significance of Horizon as a single destination for all things related to UX design within the ServiceNow ecosystem. He explains how Horizon simplifies the process of creating workflows and applications by offering detailed documentation and interactive examples. AJ adds to the discussion by emphasizing the platform's capacity to enhance user experience and productivity, reflecting on his decade-long journey at ServiceNow and the evolution in UX priorities.

The episode also covers how Horizon integrates AI capabilities into design strategies, providing a resource that remains updated with the latest trends and best practices. Brian and AJ discuss the expected future developments and additional resources that will be added to Horizon, ensuring it stays at the cutting edge of design and technology. Whether you're a developer, designer, or ServiceNow partner, this episode offers valuable insights into leveraging Horizon to create impactful and user-friendly solutions.

Find out more about Horizon - https://horizon.servicenow.com/
Watch on YouTube 

Guests:
Brian Zaik - Principal Inbound Product Manager, Design System
AJ Siegel - Director, Design Enablement Strategy

Host: Bobby Brill

00:00 Introduction and Guest Introductions
01:37 What is Horizon?
04:07 The Importance of UX in ServiceNow
06:02 Design Systems and Their Impact
12:37 AI Integration in Horizon
22:29 Future Developments and Roadmap
26:58 Wrap up

 

 

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Understanding Agentic AI with Rita Castillo In this episode of the podcast, we dive into the fascinating world of Agentic AI with Rita Castillo, VP, Design – AI Platform Experiences. Rita illuminates how AI is becoming seamlessly woven into our daily routines, elevating automation and tackling intricate challenges. Rita deconstructs the shift from deterministic workflows to agentic systems, which can independently manage tasks while upholding ethical and security standards. We uncover the capabilities of Now Assist, the orchestrator, and specialized AI agents that unite to deliver tailored, effective, and reliable solutions. Rita also delves into the future potential of AI to unleash human creativity and propel business metamorphosis. Check out this episode for a profound dialogue on the transformative influence of AI in our professional and personal spheres.

Guest - Rita Castillo, VP, Design – AI Platform Experiences
Host - Bobby Brill

00:00 Introduction and Guest Welcome
03:15 Introduction to Agentic AI
05:11 Examples and Applications of Agentic AI
08:12 Autonomy in AI Systems
11:12 Deterministic Workflows and AI Learning
13:16 AI Agents and Orchestrators
17:56 Future of Agentic AI and Ethical Considerations
23:56 Large Scale Applications and Business Transformation
26:37 Conclusion and Final Thoughts

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community
For general information about ServiceNow, visit: http://www.servicenow.com

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ServiceNow University and Jayney Howson - Unlocking Talent Transformation

In this episode of the podcast, host Bobby Brill interviews Jayney Howson, Senior Vice President, Global Head of Learning and Development at ServiceNow. They delve into the exciting world of ServiceNow University, a platform dedicated to talent transformation through innovative learning and development strategies. Jayney shares her journey from marketing to tech sales leadership and how she is now driving change in corporate learning to ensure equal opportunities for all. They also discuss the importance of reskilling for the future job market and the unique, personalized approach of ServiceNow University, which leverages AI to provide a gamified, engaging, and effective learning experience.

Check out ServiceNow University - https://www.servicenow.com/university/training-and-certification.html

Guest - Jayney Howson
Senior Vice President, Global Head of Learning and Development

Host - Bobby Brill

00:00 Introduction and Guest Welcome
00:25 Jayney's Career Journey
02:35 The Concept of Learning Enablement
04:02 The Importance of Reskilling
08:14 ServiceNow University Overview
13:54 Future of Learning at ServiceNow
16:47 Conclusion and Final Thoughts

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com

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