ServiceNow E222: Customer Success, AI and Overcoming Imposter Syndrome with ServiceNow's Jeffrey Vique

Today's guest is Jeffrey Vique, Senior Customer Success Manager, Financial Services at ServiceNow. Founded in 2004, ServiceNow is a global technology company that helps organisations automate workflows, improve services and connect teams through its cloud-based AI platform. Its solutions span IT, HR, customer service and security, helping businesses simplify operations and improve employee and customer experiences.Jeffrey helps large organizations turn complex technology investments into measurable business outcomes. With over 10 years’ experience across customer success, account management and leadership, he advises global enterprises on AI adoption, organizational change and technology value. He manages a portfolio worth over $50 million and developed an award-winning AI solution to improve customer adoption. Jeffrey also mentors customer success professionals and helps shape AI tools that support their work.In the episode, Jeffrey talks about:0:00 His journey from criminology to logistics, aviation and ServiceNow customer success2:24 Overcoming imposter syndrome through trust, experience and business understanding4:18 Progressing from public sector accounts to complex financial services engagements7:59 Winning a ServiceNow hackathon with AI agents driving customer adoption13:31 Helping customers turn AI ambitions into practical, meaningful change15:56 His advice to ask questions early, document achievements and build your support networkTo find out more about all the great work happening at ServiceNow, check out the website www.servicenow.com 

Today's guest is Sol Lee, Co-Founder and CEO at Neptune. Founded in 2024, Neptune helps couples navigate prenuptial agreements and plan their shared financial future. Its online platform combines guided conversations, clear next steps and access to vetted independent lawyers with transparent pricing. Founded by people who experienced the challenges of arranging a prenup themselves, Neptune makes it easier for partners to discuss money, align on their goals and approach life’s major financial decisions together with greater confidence.Sol began her career in Strategy and Analytics at Mastercard before joining Uber’s early payments team in 2016. She later moved into venture capital, focusing on early-stage enterprise and consumer fintech. In 2023, she co-founded Omi to expand access to care by connecting patients with specialist digital health companies through their primary care providers. Inspired by her own experience arranging a prenup, she launched Neptune in 2024.In the episode, Sol talks about;0:00 How Neptune uses AI to help couples plan finances together5:02 Helping couples align on life’s biggest financial decisions6:46 How AI simplifies prenups for couples and lawyers9:03 Using AI to make prenups easier and less stressful12:07 Why Neptune offers more guidance than general AI tools15:50 Plans for growth following Neptune’s $5 million seed round17:30 Building a team that understands life’s difficult financial conversationsTo find out more about all the great work happening at Neptune, check out the website www.meetneptune.com

Today's guest is Nikki Davies, HR Functional Project Lead - ServiceNow HRSD Global Implementation at Thales. Founded in 1968, Thales is a global technology company specializing in defense, aerospace, cybersecurity and digital solutions. It helps businesses and governments protect critical information, support essential operations and address complex challenges. Through investment in AI connectivity, quantum technology and data innovation, Thales develops products and services that strengthen security, improve decision-making and support a safer, more connected world.As an experienced HR professional, Nikki contributes to Thales' global HR transformation through ServiceNow. Her work includes supporting a unified HR service delivery platform across 70 countries, helping simplify processes and improve the employee experience. A University of Bristol graduate, Nikki is interested in sharing knowledge and best practice with fellow ServiceNow HRSD customers to support effective adoption and collaboration.Topics include:0:00 Her journey to HR leader driving global ServiceNow HRSD transformation3:28 Transferring her HR skills into ServiceNow HRSD transformation5:29 Building a global ServiceNow HRSD rollout across the Thales ecosystem7:57 How Knowledge 2025 insights shaped Thales’ ServiceNow AI roadmap11:00 Driving global HR standardization, adoption and stakeholder alignment14:04 Growing their global HRSD adoption through standardization and change management15:55 Advice to embrace opportunities, stay curious and build transferable skills

Today's guest is Keenan Venuti, CTO & Co-Founder at Vector Legal. Founded in 2026, Vector Legal is an AI-native law firm based in San Francisco serving startups, growth-stage companies, venture capital firms and private equity investors. Combining experienced attorneys with proprietary AI technology, the organization supports clients from company formation through fundraising, commercial contracts, employment matters and acquisitions.Keenan is an experienced full-stack AI engineer specializing in legal AI, document intelligence and agent-driven workflows. He has built enterprise AI systems for contract lifecycle management and now develops the AI infrastructure powering Vector Legal. His work spans product, engineering, sales and go-to-market, with a focus on turning complex legal challenges into practical products and services that make legal work simpler, faster and more accessible.In the episode, Keenan talks about:0:00 His background from machine learning and legal tech to Vector Legal CTO2:27 Building an AI-native law firm from the ground up5:30 How AI delivers faster, more affordable legal services without compromising quality7:47 Why paid work trials help identify genuinely aligned engineering talent10:00 Plans for building practical AI tools while expanding into enterprise legal services12:14 Combining AI-powered legal services with an all-in-one software platformTo find out more about all the great work happening at Vector Legal, check out the website https://www.vectorlegal.com/

Today's guest is Meesh Miller, Co-Founder & Director | ServiceNow HRSD Consultant at PSS Pink Support Services Ltd. Founded in 2025, PSS Pink Support Services Ltd helps businesses simplify operations through ServiceNow consulting and digital transformation. Specializing in HRSD,  they design custom workflows and App Engine applications that make processes easier to manage. It also provides training and support to help teams adopt new solutions. Its practical, user-focused approach improves efficiency and creates better experiences for employees and clients.Meesh is a ServiceNow HRSD Consultant, App Engine Builder and digital transformation specialist. As Founder and Director of PSS Pink Support Services Ltd, she helps organizations simplify HR and enterprise processes through user-focused design, custom applications and workflow automation. Working from discovery through to implementation and user adoption, Meesh takes a practical, hands-on approach to turning complex requirements into intuitive ServiceNow solutions that improve efficiency and the employee experience.In the episode, Meesh talks about:Her journey from career setbacks to thriving in the ServiceNow ecosystemHow transferable skills can unlock unexpected careers in ServiceNowHow family mentorship and community provided strength through adversityRediscovering her confidence and sparkle with ColourintechBuilding Pink Support Services into a ServiceNow partnerHR experience fuels her passion for ServiceNow HRSDAdvice to embrace transferable skills, stay curious and find your sparkleHer work representing ServiceNow University while helping others shine

Today's guest is Hanz Shawel, VP ServiceNow Delivery at Bank of America. Founded in 1904, Bank of America is one of the world’s leading financial institutions. Headquartered in Charlotte, North Carolina, it provides banking, investment, wealth management and risk management services to individuals, businesses, corporations and institutions. The company combines an extensive global presence with digital capabilities to help clients manage their finances, achieve their goals and navigate an evolving financial landscape.Hanz is a technology and operations executive with over 25 years of experience leading enterprise transformation across finance, retail, healthcare and telecoms. He combines deep technical expertise with operational leadership, overseeing global teams, budgets and complex regulated programs. His achievements include delivering $49 million in savings, improving throughput by 400% and leading a $110 million pharmacy transformation. In his role, Hanz scales enterprise platforms, strengthens governance and turns strategic investment into measurable business resultsIn the episode, Hanz talks about:0:00 His journey from developer to ServiceNow leader, driving enterprise transformation and standardization2:32 Implementing ServiceNow DPR (Digital Product Release) to transform release management for regulated organizations4:12 Introducing DPR to improve release rigor, control and infrastructure coordination5:58 How ServiceNow DPR orchestrates release processes, ensuring consistency and traceability7:38 Simplifying complex technology concepts to secure executive buy-in10:00 Why a successful DPR implementation requires expertise, partnerships, funding and organizational change13:26 Prioritizing passionate, strategic thinkers with strong architectural mindsets16:15 How release management is evolving toward automated, decentralized, product-led operating models19:53 Why ServiceNow enables faster transformation through automation, standardization and flexibility

Today's guest is Ian Naccarella, CEO and Co-Founder at 83 Sciences. Founded in 2026 and backed by Y Combinator, 83 Sciences is an AI materials discovery company that transforms unpublished experimental data into searchable scientific knowledge. Its platform captures information from laboratory notebooks, voice notes and scientific instruments, helping researchers optimize experiments, accelerate materials discovery and turn overlooked data into publications, patents, commercial products and industry-academic partnerships.Prior to co-founding 83 Sciences, Ian was an entrepreneurial fellow at MIT focused on commercializing new climate technologies with professors. He was also a strategy manager at battery materials company Sila Nanotechnologies and a consultant with Boston Consulting Group, focusing on areas such as Climate and Sustainability, Cleantech, Consumer Tech, Public Sector and Financial Institutions. Ian also holds bachelor’s and master’s degrees in Chemical Engineering from Stanford University and an MBA from Harvard Business School.In the episode, Ian talks about:0:00 His journey from engineering and consulting to an AI materials startup3:48 Turning frontier AI discoveries into synthesizable real-world materials5:21 How AI discovers enabling materials that accelerate core battery innovation7:17 How Frontier AI links material synthesis, structure and properties10:42 Scaling experimental data pipelines to automate materials discovery12:53 The opportunity to build an AI science company and team from scratchTo find out more about all the great work happening at 83 Sciences, check out the website www.83sciences.ai

Today's guest is Josh Builder, Chief Technology Officer at Datavant. Founded in 2017, Datavant is a healthcare data collaboration platform that makes health data secure, accessible and actionable. Its technology connects fragmented health data, enabling compliant information exchange across providers, payers, life sciences companies and government agencies. This unified network supports faster insights, better decision-making and new AI-driven healthcare applicationsJosh is a senior technology and product leader who solves complex business challenges through advanced technology and data. He has worked alongside founders and CEOs to turn ambitious ideas into scalable solutions, drive growth and navigate significant change. Combining strategic vision with deep technical and operational expertise, Josh translates complex concepts into practical outcomes and builds diverse, high-performing teams that promote innovation and operational excellence.In the episode, Josh talks about:0:00 Driving technology-driven transformations across music, fashion, fitness and healthcare3:55 Why technology should enhance human experiences, not replace them9:29 Helping Rent the Runway evolve from event rentals to everyday workwear subscriptions11:32 Using technology to securely connect fragmented healthcare data for better patient care15:27 His focus on AI governance, developer autonomy and evaluation-driven engineering at Datavant18:09 How AI reshapes engineering teams around evolving business needs19:59 How AI will transform engineering, but experience, mentorship and fundamentals remain critical24:03 Plans to scale the AI-native engineering teams in Galway, Ireland25:18 How Datavant connects, secures and unlocks healthcare data insightsTo find out more about all the great work happening at Datavant, check out the website www.datavant.com

Today's guest is Dianne Kokotoff, Executive Director, Enterprise Solutions and Automation at Wellstar Health System. Founded in 1993, Wellstar is one of the largest nonprofit healthcare systems in the Southeast, serving communities across Georgia through more than 400 care locations, including 11 hospitals. With more than 35,000 team members, Wellstar provides comprehensive, patient-centered care across a wide range of specialties, while also investing in innovation, research, technology and community health.Dianne is an experienced technology executive with a strong track record across financial services and healthcare. She leads ServiceNow and Automation teams, driving IT operational excellence, platform strategy, governance and continuous improvement across ITSM, ITOM, ITBM and SecOps. Her expertise also spans Robotic Process Automation, Agile transformation, enterprise architecture, process improvement and requirements analysis, with a focus on delivering technology strategies aligned with business goals.In the episode, Dianne talks about:0:00 Her journey from military communications to pioneering ServiceNow leadership5:04 Transforming ServiceNow adoption across Wellstar Health System6:32 How strong processes and quality data drove ServiceNow success10:58 Expanding ServiceNow into an enterprise-wide transformation platform12:53 Getting stakeholder buy-in to drive successful technology implementations15:47 How her lean ServiceNow team delivers enterprise-scale success17:45 Expanding ServiceNow with AI agents and innovation

Today's guest is Paul Collins, Regional Information Security Officer, Europe at U.S. Bank. Founded in 1863, U.S. Bank is one of the largest commercial banks in the United States, providing a broad range of financial services to individuals, businesses and organizations. With a strong focus on innovation, digital banking, payments and customer experience, U.S. Bank serves millions of customers across the U.S. and internationally, including through its global payments business, Elavon.Paul is an experienced Information Security leader with over 35 years in IT and cybersecurity, including more than 20 years in CISO and senior security roles within international financial services. He has worked closely with financial regulators and industry bodies across Europe and the U.S. Currently part of the U.S. Bank Information Security Services leadership team, Paul is responsible for information security across all U.S. Bank business lines in Europe. He is passionate about cybersecurity, collaboration and knowledge sharing.In the episode, Paul talks about:0:00 His 35 year journey of tech evolution and cybersecurity insights2:56 How curiosity drove his cybersecurity career as internet security evolved4:09 His role at U.S. Bank Europe within payments security and operations 5:11 Seeing financial cyber threats focus on money, ransomware, suppliers and regulation7:30 Underestimating supplier risk in banking cybersecurity8:46 How AI is accelerating cyber attacks and lowering the barrier for threat actors11:24 The need for training, vigilance and realistic phishing awareness14:03 How organized cybercrime forces security to balance friction and experience16:38 Global security leadership relies on daily collaboration and communication19:38 Cyber careers need experience, internships and practical skills over certifications