Did your CRM promise a utopia but delivered a fancy Rolodex with a UX degree?

Join Pete and Kat as they bravely poke the sacred cow of CRM and ask the tough questions like:

❓ Why does your telco need seven days and a séance to fix your modem? 
❓ Why does your virtual agent sound like a confused intern filling out a colour chart?
❓ And why does it still take 5.2 days to solve a problem that should take 30 minutes?

It’s the CRM roast you didn’t know you needed - with real data, real frustration, and a really broken Wi-Fi modem.

🧠 Expect:

• Insights from the customer service research report
• Tales of tech trauma and loyalty on life support
• A vision for fixing the “messy middle” with workflow orchestration and GenAI
• ...and a heartfelt plea: "Do it for Kat. Please. She’s still on hold."

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In this episode of the ServiceNow Executive Circle podcast, Kat Finch sits down with Alex Hunter — global brand expert and former Global Head of Digital at Virgin Group — for a fast-paced, deeply insightful conversation on customer experience, AI, and why brand trust still matters more than ever.

Drawing on stories from his time launching Virgin America to helping brands today navigate generative AI, Alex urges businesses to start with the problem, not the platform. He explores how AI can be used to deepen human connection, not dilute it, and why the brands that succeed are those that focus on making life easier — not noisier — for their customers.

Whether you're in marketing, digital, or C-suite leadership, this is a masterclass in keeping brand experiences human at a time when everything feels increasingly automated.

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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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PSA for anyone still thinking transformation = tech upgrade: You’re doing it wrong!

Join Pete and Kat as they kick off The Change Agents Podcast with a spicy convo on why people are the real engine of transformation. From HR to the help desk, they're putting the human back in the digital.

Expect:
👩‍💻 A reality check on tech-led change
🧠 Why understanding the why matters
🤝 Leadership lessons in trust, transparency, and co-design
🧯 A light roasting of change theatre (yes, we're looking at you, PowerPoint warriors)
🚀 How to avoid automating chaos and start building real momentum

If you've ever sat through a transformation initiative that forgot to invite the people actually affected... this one’s for you. Let’s stop pretending culture change comes from a software install.

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Welcome to Break Point: the ServiceNow Developer Podcast! We are delighted to be joined by the Senior Director of Community and Developer Relations at ServiceNow, Mark Obee, to dive deep into the series of CreatorCon events happening all over India in the next week. What is it like hosting these behind the scenes? What curriculum and exhibits can guests expect to experience? What did the team take away from doing this all last year? Learn all of that and more in today's episode!

⏱️ Timestamps

• 00:00 Welcome & Introductions
• 02:27 What Can Attendees Seek to Experience at CreatorCon India?
• 03:39 What Is It Like Behind the Scenes Planning CreatorCon India?
• 07:21 Who From the Community Team Is Hosting CreatorCon India?
• 07:30 Describe CreatorCon India In One Sentence 
• 08:39 What Can Be Expected From the Curriculum?
• 11:38 What Are the Keynote Plans For CreatorCon India?
• 12:45 What Were the Biggest Positives from CreatorCon 2024?
• 12:58 What Is the HackZone? 
• 17:50 What Is Being Improved Upon From CreatorCon 2024?
• 18:40 What Are Fun Plans For This Trip to India? 
• 22:27 What Is the Plan POST CreatorCon Season 2025?
• 25:20 How Should Attendees Prepare for CreatorCon India?
• 28:27 Conclusions & Outro 

🔗 Links

• The ServiceNow World Forums
• The ServiceNow Developer Site
• The Developer Advocate Blog 

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

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

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

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

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

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

⏱️ Timestamps

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

🔗 Links

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

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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
00:53 The Challenge of Extracting Actionable Insights
02:07 Introducing InsightsBench
05:07 From Research to Product: Collaboration Insights
08:47 Real-World Use Cases of AI Insights
11:38 Technical Deep Dive: Evaluating AI Models
14:24 AgentPoirot: The Digital Detective
17:47 Ensuring Accuracy and Trustworthiness in AI Insights
23:07 Future of AI in Analytics
25:13 Conclusion and Final Thoughts

Guests - Issam Laradji and Anitha Raghavan

Host/Producer - 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, 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.

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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
01:02 Understanding the Voice of the Customer with Jesse Livingston
03:25 Exploring Process Mining with Tricia Wilson
17:57 Voice for Now Assist: Enhancing Accessibility with Molly Bowman
32:29 How to Get Involved with the Product Lab

Guests - Jesse Livingston, Tricia Wilson, Molly Bowman
Host/Producer - 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.