EXECUTIVE CIRCLE Podcast

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. See omnystudio.com/listener for privacy information.

In this episode of the ServiceNow EXECUTIVE CIRCLE podcast, we speak with Dr Laura Gilbert CBE, globally respected technologist, head of No.10 Downing Street's Incubator for AI and Chief Analyst at the Cabinet Office. In a fascinating conversation, Laura makes the case for AI in the public sector, to help enhance front line service delivery and improve interdepartmental collaboration and operational efficiencies; all with the ambition of making government departments more responsive, considered and 'human' in their interactions with the public and other stakeholders. See omnystudio.com/listener for privacy information.

Unlocking the full potential of AI and automation is no longer about streamlining tasks — it's about reimagining entire processes. That’s why global information services company Experian is transforming the way it serves customers, through a comprehensive strategy that touches every aspect of operations. In this episode we sit down with Sally Anne Hicks, Global VP of Automation at Experian, to learn how the organisation is taking automation beyond task-level improvements. Tune in for insights around how to identify AI use cases for adding value to operations — from accelerating software delivery to enabling one-click customer onboarding — all as part of a holistic approach.See omnystudio.com/listener for privacy information.

Mitie is one of the UK’s leading facilities management and strategic outsourcing firms, delivering services anywhere from schools, to hospitals, transport hubs and commercial spaces. But as these environments — and the people in them — constantly change, Mitie needs to stay one step ahead. That’s why, in this episode, we speak to Anindya Biswas, Chief Product Officer at Mitie, to find out how the business is using technologies like AI to soup up operational efficiency — and, ultimately, provide exceptional value for employees and customers across the UK. See omnystudio.com/listener for privacy information.

Customer experience is no longer just about service. It’s about the entire customer journey. Every single interaction your customer has with your organisation forms their overall experience, so it’s vital to get it right. Doing so relies on making the best use of insights and data, delivering intelligent, ‘proportional’ service, and building processes that allow you to resolve issues quickly. In this episode, we’re joined by Simon Cox, Chief Transformation Officer at ServiceNow, for an in-depth discussion about what experience is, what it isn’t, and what organisations can do to build long-lasting relationships with their customersSee omnystudio.com/listener for privacy information.

Organisations across every industry are looking to harness AI, as CEOs become increasingly exposed to the opportunities for unparalleled productivity. That said, many businesses are still at the start of their automation journey, and there’s a long way to go to reach the level of digital maturity where they can adopt the latest AI developments. In this podcast, we’re joined by James Neilson, Senior Sales Director, Consumer at ServiceNow, and Richard Ellis, Senior Sales Director, Telco, Media and Technology at ServiceNow, who give us insight into the key priorities and use cases to harness automation and AI as innovation enablers. See omnystudio.com/listener for privacy information.

The great reprioritisation, quiet quitting and flexible working all underlines a paradigm shift in the employee experience. Employees want work that is meaningful and provides autonomy, along with the tools that best enable this. Organisations must allow people to be their authentic selves, and harness relevant data to shape an environment for mutual growth. In this podcast, we’re joined by Blaire Palmer, Future of Leadership Expert at That People Thing, and Mark Allen, Director of Employee Experience UK&I at ServiceNow, who give us some insight into the evolution of employee experience and how organisations can empower their people to navigate this journey together. See omnystudio.com/listener for privacy information.

Experience remains front of mind for business leaders — and few would deny the vital role it plays in building, maintaining, and strengthening both customer and employee relationships. But a turbulent economic environment is fundamentally transforming what experience is. Increasingly, good experience goes far beyond just customers and employees in their silos. Businesses looking to succeed in this area must be willing to create a holistic, truly total experience with roots across the entire business. In this podcast, we’re joined by Dave Wright, Chief Innovation Officer at ServiceNow, who gives us some insight into Total Experience: what it is, what it means, and how businesses can get started on the path to making it a reality. See omnystudio.com/listener for privacy information.