ServiceNow Podcasts

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AI Regulations Explained: EU AI Act, Colorado Law, and NIST Framework Nov 06, 2025

Show notes

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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Driving Transformation and Innovation at Ricoh Europe: Navigating Change, AI, and the Future of Work Nov 05, 2025

Show notes

In this episode of the ServiceNow UK&I Executive Circle Podcast, host Kat Finch speaks with Nick Pearson, CIO of Ricoh Europe, about how the company has successfully evolved from a traditional manufacturer to a technology-driven services business. Nick discusses the complex macro trends impacting European organisations, from shifting business models and tightening margins to the growing need for operational agility. He reflects on Ricoh’s 20-year transformation journey, highlighting how the company has remained resilient by continually pivoting, empowering change-makers, and fostering a culture of innovation.

The conversation explores the intersection of people and technology in driving digital transformation. Nick shares Ricoh's forward-thinking approach to AI governance and responsible innovation, alongside key themes such as:

The rise of technical roles reshaping today's workplace.

Building the skills and mindsets needed for a digital-first workforce.

Simplifying processes and using sentiment analysis to enhance document management.

Ricoh's vision to make work easier, smarter, and more human.

How leadership, collaboration, and curiosity are shaping the workplace of the future.

Tune in for a thoughtful discussion on how leadership, collaboration, and curiosity are shaping the digital workplace of the future.

If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com

And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.

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A Career Conversation with Dharti Shah Nov 05, 2025

Show notes

In this Community Week special, host Lauren McManamon is joined by fellow advocate Kristy Merriam and guest Dharti Shah, a Certified Technical Architect, to discuss the intersection of career, community, and parenting. From Dharti’s journey through the CTA program to the shared experiences she and Kristy have as mothers of children on the autism spectrum, the conversation explores how personal challenges shape professional growth, how ServiceNow skills translate into life lessons, and the importance of support systems, both at home and in the developer community.

⏱️ Timestamps

00:00 Introduction of Hosts
01:43 Introduction of Guest, Dharti Shah
05:29 Discussing the ServiceNow Certified Technical Architect (CTA) Program
09:27 Balancing Work, Parenting, and Going Above and Beyond
18:16 New Perspectives Offered By Parenting
19:31 The Importance of "The Village" We Surround Ourselves With
21:30 Misconceptions About Being Working Parents
26:16 Advice For Women In Tech
31:28 Tech Trends Impacting Work Life, Home Life, and the Neurodivergent Community
37:51 Final Words of Wisdom
39:43 Conclusion

🔗 Links

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CIOs, It’s Time for a Tech Debt Intervention (Caleb Hammer Style) Nov 05, 2025

Show notes

If Caleb Hammer hosted a show for CIOs, this would be the episode. 💥

Kat and Pete sit down to deliver the roast every IT leader needs - unpacking how technical debt quietly drains innovation, creates risk exposure, and costs you 27% interest on every “quick fix”.

In this episode:
🚨 Why tech debt isn’t an IT issue - it’s an organizational problem
💸 The real cost of duplicate platforms, workarounds, and “Jimmy’s app”
🧱 How to renovate your tech foundations without stopping innovation
🤖 Why ignoring integration points will haunt your AI strategy
🧭 Practical steps to measure, manage, and reduce tech debt for good If your IT architecture looks like a house with rotting walls - this is your sign to call an intervention.

🎧 Subscribe to The Change Agents Podcast for more brutally honest takes on digital transformation, AI, and the future of enterprise agility.

--- Hosted by ServiceNow's human agents: Peter McDonnell, Chief Transformation Officer and Katrina Read, Director of Transformation APJ

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Season 10 Premiere: Juan and Tim revisit 5+ years of Data Nov 05, 2025

Show notes

After 5 years of doing the podcast, time to revisit the past. Juan and Tim look at where this all started, how we are making progress in data, and where is history repeating itself. Listen for some #HonestNoBS takes about the data world!

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Healthcare Referral Management and the Power of AI with ServiceNow and KeenStack Oct 27, 2025

Show notes

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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RaptorDB in Full Flight with Luis Carril and Thomas Richter Oct 23, 2025

Show notes

This episode's co-host, Laszlo Balla, and Lauren McManamon sat down with Thomas Richter and Luis Caroll to unpack RaptorDB: the new database technology powering ServiceNow’s future. They shared the story from startup roots to acquisition, and explained how Raptor DB delivers faster performance, real-time analytics, and AI-ready scale, all while staying seamless for developers and customers.

⏱️ Timestamps

00:00 Introduction of Hosts
02:37 Introduction of Guests: Thomas Richter & Luis Carril
07:14 What IS RaptorDB? 10:14 How Is RaptorDB Different?
21:09 Has AI Changed Prioritization of RaptorDB’s Needs?
23:21 Origin of the Name “RaptorDB”
27:18 How Do I Get Access as a Customer?
29:35 Why Choose Pro Over Standard?
30:43 How Can I Tell If My Instance Is Running RaptorDB Already?
44:53 Recommended Education
46:22 What’s Next for RaptorDB *SAFE HARBOR*
50:16 Conclusion

🔗 Links

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Meet the Web Agents with Jingfei Chen Oct 23, 2025

Show notes

On September 30th, ServiceNow's AI Experience launched, and with it came one of the most transformative new features: Web Agents! On this week's episode of Break Point, Lauren McManamon was joined by returning guest, Jingfei Chen, to unveil how Web Agents automate tasks by navigating browser UIs like a human. Learn how this catch-all agent works, where it fits alongside APIs and RPA, and why it’s set to change how developers approach automation.

⏱️ Timestamps

00:00 Introduction
02:37 What ARE ServiceNow Web Agents?
07:09 So, Web Agents Are Not ONLY Accessible Through Chat?
09:41 How Are Web Agents Similar/Different From RPA?
12:25 What Are Some Cornerstone Use Cases for Web Agents?
17:19 What Are the V1 Capabilities / Limitations of Web Agents?
18:47 What Are Web Agent Best Practices? 22:18 Where Can People Try Out Web Agents?
23:55 What’s On the Roadmap for Web Agents? *SAFE HARBOR*
27:01 How Have Priorities Changed to Meet Market Expectations?
29:50 What Are Initial Customer Thoughts on Web Agents?
31:11 Where Can People Provide Feedback on Web Agents?
32:02 Call to Action
33:57 Conclusion

🔗 Links

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From Service to Strategy: How Kerry Group is transforming employee experience with AI and GBS. Oct 23, 2025

Show notes

In this episode of the ServiceNow Executive Circle Podcast, Jacqueline McGirr, VP of Global Change & Employee Experience at Kerry Group, shares her journey and insights on transforming HR service delivery through technology, automation, and AI. Drawing from over two decades at Kerry, Jackie discusses the evolution of their Global Business Services (GBS) model, the importance of integrating IT and HR functions, and how they're using platforms like ServiceNow to streamline and enhance employee experiences globally.

Jackie also reflects on the role of AI in enabling more human-centred support—balancing automation with empathy, upskilling employees for the future, and preparing for agentic AI. She highlights Kerry’s forward-looking approach, including their newly formed AI Governance Forum and how GBS can evolve from a transactional hub to a strategic engine room for innovation and operational excellence.

And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.

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You Can’t Buy Transformation: Why Toxic Leadership Kills Great Tech Oct 20, 2025

Show notes

You can buy the best platform, hire the best consultants, and build the best plan - but if your leadership is flaky and your culture is toxic, all you’ve upgraded is your failure rate.

In this episode of The Change Agents, Kat and Pete unpack why culture is the operating system of every transformation -and why leadership is the version update that determines whether change sticks or stalls. From “change theatre” to genuine leadership, trust, and vulnerability, this one’s a must-listen for anyone leading digital or AI-driven transformation in 2025.

#Leadership #Culture #DigitalTransformation #ServiceNow #AILeadership #ChangeManagement #WorkCulture

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