ServiceNow Podcasts

Latest Episodes:

Preserve Executive Trust by Protecting Your Judgement with Dora Boussias Oct 09, 2026

Show notes

How do leaders preserve executive trust and credibility? Dora Boussias, executive advisor and former data executive returns to the podcast to unpack this question. Her answer: protect your judgement.

In this episode, Dora presents the trust equation that most leaders grew up with: expertise + track record + judgment. Dora’s point is that the equation still holds, but each part now means something different. Nobody will out-know AI, so expertise is less about what you know and more about asking the right questions and challenging assumptions. A track record is harder to read when you can’t tell whether a good result came from you or from the model. Judgment carries the most weight now, and it’s the part leaders are most likely to hand off without noticing. Topics discussed:

Trust equation under AI
Expertise is changing
Track record is harder to read
Judgment carries the most weight
Decision fog
Speed isn’t everything
Ford’s rehiring of experienced engineers
Business fundamentals matter more
Alignment and accountability are cross-functional
Real value is “so what”

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TAKEAWAY Preserve Executive Trust by Protecting Your Judgement with Dora Boussias Oct 09, 2026

Show notes

This is the takeaway episode with Dora Boussias, executive advisor and former data executive. We unpack the question "How do leaders preserve executive trust and credibility?" Her answer: protect your judgement. In this episode, Dora presents the trust equation that most leaders grew up with: expertise + track record + judgment. Don't miss it!

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Agents are taking over data! So what comes next? with Tristan Handy Oct 01, 2026

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Agents will build data infrastructure at every layer and become its primary consumers. Tristan Handy, President and Co-founder of Fivetran / dbt Labs joins Juan and Tim where we unpack the big shift that is happening: teams need to move from working in the process (picking up individual tickets) to working on the process (building the factories that handle those tickets). In this episode, we break down what this means for data roles, why open components matter more than vendor stacks, and the socio-political problem nobody's talking about, deciding what counts as truth so your agents (and humans) ask the right questions in the first place. Topics discussed:

Agents as builders and consumers
Data roles are collapsing
From working IN to working ON
Loop building as the competitive advantage
Business understanding beats technical specs
From humans in the loop to humans out of the loop
Open components over vendor stacks
Defining truth is a political problem
Data observability becomes business observability
Real-time becomes necessary
Humans delegate outcomes, set goals, sit in control

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TAKEAWAY - Agents are taking over data! So what comes next? with Tristan Handy Oct 01, 2026

Show notes

This is the takeaway episode with Tristan Handy, President and Co-founder of Fivetran / dbt Labs where he joins Juan and Tim to discuss how agents will build data infrastructure at every layer and become its primary consumers. We unpack the big shift that is happening: teams need to move from working in the process to working on the process, what this means for data roles, why open components matter more than vendor stacks, and the socio-political problem nobody's talking about, deciding what counts as truth so your agents (and humans) ask the right questions in the first place.

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Speed, Cost, Quality: Pick All Three — Inside ServiceNow's Globalization Agent Sep 30, 2026

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#Localization #Globalization #ServiceNow #AI
A translation can be word-for-word accurate and still be completely wrong. In this episode, Bobby Brill sits down with Sam Smyth, Product Manager on the globalization side at ServiceNow, to get into what happens after you decide to go multilingual — the tools, the governance, and the quiet work nobody sees until it breaks.
Sam spent fifteen years in localization operations and management before joining ServiceNow, and he's blunt about what actually goes wrong: it's rarely the translator. It's the content you sent them. We get into Localization Workspace, the new globalization agent that builds a glossary from your knowledge articles in minutes, why every customer still insists on a human in the loop, and the one mistake that will break your product UI in six languages at once.
Past Localization episodes:
https://youtu.be/4ka4qLk8Uj0
https://youtu.be/cGXCnABXKow
Guest: Sam Smyth, Product Manager - ServiceNow

Chapters
00:00 "People don't see localization until it goes wrong"
00:22 Translation vs. localization — a quick recap
00:56 Meet Sam Smyth: fifteen years in localization
01:37 When a perfect translation is still wrong
03:34 Why customers don't want to leave the platform
04:07 Localization Workspace: no more spreadsheets and email chains
05:13 The surprise: everybody still wants a human in the loop
05:38 Speed, cost, quality — picking all three
06:55 Inside the globalization agent 08:50 Who approves the terms? (And which shade of green?) 09:55 Language governance and the invisible costs
11:49 AI, volume, and doing the work upstream
13:02 Where to actually start with a glossary
16:28 A day in the life of a localization program manager
18:56 Shifting left: from firefighting to strategy
20:35 The one mistake: never hardcode your UI
22:10 Wrap-up
ServiceNow Training and Certification:
https://www.servicenow.com/services/training-and-certification.html
ServiceNow Insights podcast playlist:
https://www.youtube.com/playlist?list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK
Servicenow.com: https://www.servicenow.com

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AI Inherits the Business Choices You Never Made with David Krauza Sep 25, 2026

Show notes

AI doesn't create your problems. It inherits the business choices you never made and the results nobody owns. David Krauza, VP of Data Strategy and Governance at Comcast, joins Juan and Tim to make the case that most "data problems" aren't data problems at all. They are accountability problems, definition problems, assumption problems, and what-are-we-even-measuring problems. The fix isn't better tooling. Data teams are so focused on delivery that they never stop to ask what the business is actually trying to do. It's going to the C-suite, asking about the top three goals, and following the definitions until the cracks show up. Topics discussed:

AI inherits your unmade decisions
The output trap
Definitions are the real foundation
Talk to the business
Data as a cost center vs. a value driver
Single source of data, multiple versions of the truth
Think like a product owner
The revenge of the liberal arts majors

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TAKEAWAY - AI Inherits the Business Choices You Never Made with David Krauza Sep 25, 2026

Show notes

This is the takeaway episode with David Krauza, VP of Data Strategy and Governance at Comcast who makes the case that AI doesn't create your problems, it inherits the business choices you never made and the results nobody owns. David joins Juan and Tim and discuss the accountability problems, definition problems, assumption problems, and what-are-we-even-measuring problems.

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Harvest Now, Decrypt Later: Why Quantum Is Already a Data Problem with John Licata Sep 16, 2026

Show notes

Most quantum conversations are stuck on the timeline question: five years out? Two? Q-Day, the day current RSA encryption breaks, keeps getting pulled forward. But the actual risk to your data is already here. Adversaries are harvesting encrypted data today to decrypt it once quantum gets there. That makes this a data management problem right now.

John Licata, ServiceNow's futures director and quantum lead joins Juan and Tim, to unpack what this actually means for enterprise data teams. They get into where quantum computing does things classical AI genuinely can't do well: drug discovery, supply chain simulation, personalized medicine, where the quantum + AI combination changes everything, and who even owns quantum strategy? CISO? COOs? But the real argument is on the business value topic, not just focusing on risk mitigation which is where the real argument lives right now.

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TAKEAWAY - Harvest Now, Decrypt Later: Why Quantum Is Already a Data Problem with John Licata Sep 16, 2026

Show notes

This is the takeaway episode with John Licata, ServiceNow's futures director and quantum lead where Juan and Tim unpack what quantum means for enterprise data teams.They get into where quantum computing does things classical AI genuinely can't do well: drug discovery, supply chain simulation, personalized medicine, where the quantum + AI combination changes everything, and who even owns quantum strategy? CISO? COOs? But the real argument is on the business value topic, not just focusing on risk mitigation which is where the real argument lives right now.

See omnystudio.com/listener for privacy information.

How Voice AI Learns to Understand You Sep 16, 2026

Show notes

What did I say? What did I mean? Do you understand me? We ask each other those three questions constantly without noticing. Now we ask them of machines — and this episode is about what happens in the gap.

Host Bobby Brill pulls together conversations with the ServiceNow linguists, research engineers, and AI governance leads working on voice, language, and chat, including a real recording of a voice agent failing in real time. Same words. Different meaning. And a machine in the middle trying to work out which one you intended.

In this episode:
Why a single English word carries no meaning without context, and what that does to translation
How a name that isn't in the training data breaks the first model in the chain
The three-model cascade behind every voice agent, and what gets lost at each handoff
A voice agent that hears a confirmation code correctly three times and rejects it three times
Why formality — tu or vous — is a fluency problem, not a grammar problem
Who decides what's acceptable for an AI to say when the same word is fine in London and not in Chicago.

Check out our past episodes on voice and voice AI:
https://youtu.be/cGXCnABXKow
https://youtu.be/yxoHmZj5gOk
https://youtu.be/x7Ks932T18o
Guests:
Lyena Solomon, Director of Globalization and Accessibility
Midam Kim, Machine Learning Engineer
Tara Bogavelli, Research Engineer
Katrina Stankovic, Staff Machine Learning Engineer
Gabrielle Gauthier-Melançon, Staff Applied Research Scientist
Louis-Philippe Morin, AI Governance Product Manager

CHAPTERS

0:00 "Half ten" — same words, an hour apart
2:04 What did I say: the word "order"
3:19 The name a machine can't hear
5:23 Three models handing meaning to each other
8:19 Naming conventions 10:04 Listen: a voice agent fails
14:47 Tu or vous: talking to you correctly
16:39 Who decides what's acceptable
18:49 Teaching it the way you'd teach a kid
20:15 Why any of this matters

For more information, see:

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

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

ServiceNow Insights Podcast: https://www.youtube.com/playlist?list=PLCOmiTb5WX3qvGq7Cp3o2KkCiplJyqQOK

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

#ServiceNow #VoiceAI #AI #ConversationalAI #Localization #AIGovernance

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