Disintegrating the Org Chart: ServiceNow’s Jacqui Canney
From Me, Myself, and AI by MIT Sloan Management Review
April 7, 2026 · 35 min · Season 13 · Episode 3
About this episode
Jacqui Canney discusses the integration of AI in employee processes at ServiceNow and the importance of change management and training for successful adoption.
In this episode, Sam is joined by Jacqui Canney, chief people and AI enablement officer at ServiceNow. Jacqui outlines how the software company has embedded AI agents into processes like employee onboarding to automate tasks, personalize experiences, and free up people’s time to focus on higher-value work. She emphasizes that successful adoption of artificial intelligence requires strong change management, workforce training, and a focus on talent — not just technology — including companywide AI skill assessments and personalized learning paths. Tune in to learn why Jacqui sees AI as a human capital opportunity. Read the episode transcript here. *Please take our listener survey: mitsmr.com/podcastsurvey It's short — we promise! — and all respondents will receive a free MIT SMR article collection, "Maximizing the Value of Generative AI." Guest bio: Jacqui Canney is the chief people and AI enablement officer at ServiceNow, where she leads the enterprise software company’s talent strategies for improving employees experience and preparing them for the future workforce through the use of technology and generative AI. Before joining ServiceNow in 2021, Canney served as chief…
People in this episode
Host: Sam
Guest: Jacqui Canney
Topics covered
- AI adoption
- employee onboarding
- change management
- workforce training
- human capital
- personalized learning
Keywords
- AI agents
- automation
- employee experience
- talent strategies
- generative AI
- skill assessments
- learning paths
Mentioned in this episode
Organizations: ServiceNow, WPP, Walmart, Accenture, Wonder, Project Healthy Minds, Institute for Corporate Productivity, Boston College
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