You Can’t Buy Transformation: Why Toxic Leadership Kills Great Tech

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    See omnystudio.com/listener for privacy information.

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 RaptorDB Product Hub  RaptorDB Zurich Docs  The ServiceNow World Forums  The ServiceNow Developer Site  The Developer Advocate Blog  See omnystudio.com/listener for privacy information.

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 Jingfei Chen's LinkedIn AI Experience Release Event Get to Know Now Assist AI Web Agent The ServiceNow World Forums The ServiceNow Developer Site The Developer Advocate Blog See omnystudio.com/listener for privacy information.

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.    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 [email protected]   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.  See omnystudio.com/listener for privacy information.

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 #WorkCultureSee omnystudio.com/listener for privacy information.

In this Advocate-only special, Lauren is joined by fellow team members, Earl Duque and Laszlo Balla, to dive deep into the big, upcoming month-long event: HACKTOBERFEST! From the history of ServiceNow's involvement to what participants can expect this year, they covered everything in detail in hopes that you will take to your keyboard and join in on the fun. ⏱️ Timestamps  00:00 Introduction 00:59 What is Hacktoberfest? 03:06 What is the advantage of developing open source applications? 06:12 What is ServiceNow's history with Hacktoberfest? 09:52 What can Hacktoberfest participants expect? 14:07 What should Hacktoberfest participants learn beforehand? 17:52 What projects can participants collaborate on this year? 23:59 Can someone start participating after October 1st? 25:33 What dictates "completing" Hacktoberfest? 27:28 What are the rewards for completing Hacktoberfest 2025?  29:36 What are common mistakes for beginners to avoid? 35:48 What are 3 steps to take prior to starting Hacktoberfest? 36:56 How can participants stay connected with one another? 38:22 Conclusion 🔗 Links ServiceNow Hacktoberfest 2025 Blog ServiceNow Hacktoberfest 2024 Retrospective Blog Digital Ocean Hacktoberfest Home The ServiceNow World Forums The ServiceNow Developer Site The Developer Advocate Blog See omnystudio.com/listener for privacy information.

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 Welcome00:21 Understanding the Importance of Accessibility00:55 What's New in Accessibility Standards02:16 ServiceNow's Commitment to WCAG 2.204:11 Navigating the Transition to WCAG 2.209:12 Legislation and Global Standards13:13 AI and Voice Input for Accessibility16:01 Text Adjust: Enhancing Readability19:31 AI Model Accessibility Checker22:15 Wrap UpSee omnystudio.com/listener for privacy information.

Welcome to Break Point: the ServiceNow Developer Podcast! Join host, Lauren McManamon, and guest, Hardit Singh, as they dive into ServiceNow’s Rising Star program - how it supports new contributors, builds community, and opens doors to future MVP recognition. Hardit shares his journey from early content creation to becoming a Rising Star, along with practical advice for anyone looking to give back and grow their career. With the 2025 class of Rising Stars officially announced, this episode is the best way to prepare yourself for next year's application cycle if that has become a goal. ⏱️ Timestamps 00:00 Introduction 06:53 What IS ServiceNow's Rising Star Program? 08:56 Where Was Hardit In His Career When He Made Rising Star? 10:13 What Are the Privileges of the Rising Star Program? 13:23 What Kind Being a Rising Star Done For Hardit's Career Trajectory?  15:15 Has the Proximity to Internal ServiceNow Resources Helped Being a Better Community Member?  16:39 What Are the Social Benefits to Being a Rising Star? 18:37 Have There Been Mentorship Opportunity As a Rising Star? 19:53 How Can One Prepare For the 2026 Rising Star Application Cycle?  25:05 Advice For Those Hesitant to Put Themselves Out There 27:55 Advice For Dealing With Valid Negative Feedback and Trolls 34:07 Final Words of Wisdom / Challenges For Potential Applicants 41:19 Closing 🔗 Links Hardit's YouTube Channel 2025 Rising Star Class ServiceNow World Forums ServiceNow Developer Site Developer Advocate Blog See omnystudio.com/listener for privacy information.

What’s the real difference between innovation and transformation—and why do so many leaders get it wrong? 🤔 In this episode, Kat and Pete break it down with simple analogies (including The Wizard of Oz 👠), real-world examples like Kodak, Netflix, and Uber, and a few laughs about gym memberships and ruby slippers along the way. Key insights you’ll learn: 💡 Why innovation = new ways of doing things (products, services, customer experience) 💡 Why transformation = the cultural, process, and technology shifts that make innovation stick 💡 The dangers of “innovation without transformation” (and vice versa) 💡 Practical tips for executives: how to measure success, empower people, and balance both for sustainable growth Whether you’re a CEO, business leader, or transformation strategist, this conversation will help you rethink how to drive change, embrace AI, and build future-ready organizations. --- Hosted by ServiceNow's human agents: Peter McDonnell, Chief Transformation Officer and Katrina Read, Director of Transformation APJSee omnystudio.com/listener for privacy information.

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/MLTori Morrison: Senior UX ResearcherJesse Livingston: Research Communication ManagerBobby 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    See omnystudio.com/listener for privacy information.