ServiceNow Podcasts

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].  

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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 Kim
Host - Bobby Brill

Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs

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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

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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. 

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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. 

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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. 

 

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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. 

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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

• 00:00 Welcome & Introductions
• 03:15 Our Top 3 Moments from 2024
• 21:31 What We Are Reading to Prep for 2025
• 33:29 Our Developer Advocate New Year's Resolutions
• 39:51 Conclusion & Outro

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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 [email protected] 

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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.

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