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/ML
Tori Morrison: Senior UX Researcher
Jesse Livingston: Research Communication Manager
Bobby 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.

Governing AI – Welcome to AI Control Tower
Episode Overview

Governance accelerates AI success. Control enables innovation. In this premiere episode, we explore how ServiceNow governs AI at scale through AI Control Tower, a groundbreaking solution that transforms how enterprises manage their artificial intelligence landscape.

Host Bobby Brill brings together three visionary leaders. They reveal the hidden AI sprawl within enterprises. They expose the risks. And they illuminate a path forward - one where governance and innovation dance in perfect harmony, where control mechanisms become the very foundation of sustainable AI transformation.

The Conversation
AI is everywhere. Sometimes visible, often hidden, always expanding. Our experts navigate the complex terrain of enterprise AI governance, from shadow AI implementations that operate beyond IT oversight to the regulatory frameworks demanding immediate attention. Ravi Krishnamurthy, Vice President of Product Management for AI Platform and Responsible AI, unveils AI Control Tower—a solution that brings clarity to chaos. Sampada Chavan, Senior Principal Product Manager, demonstrates how regulatory compliance becomes achievable through systematic governance. Peter Weigt, Sr. Director of Inbound Product Management for Responsible AI, challenges conventional thinking about the innovation paradox and reveals governance as the strategic enabler organizations desperately need.

Discovery meets responsibility. Compliance meets creativity. Control meets capability.

Expert Panel

Ravi Krishnamurthy | Vice President of Product Management, AI Platform and Responsible AI

Sampada Chavan | Senior Principal Product Manager, AI Control Tower

Peter Weigt | Sr. Director, Inbound Product Management, Responsible AI

Host: Bobby Brill

00:00 Introduction to Governing AI at Scale

00:31 Meet the Experts

00:54 Hidden AI in Your Enterprise

02:56 Discovery and Responsible AI Practices

11:28 The Innovation Paradox

14:59 AI Control Tower and Governance

19:42 Conclusion and Final Thoughts

Links to AICT deep-dive blogs:

https://www.servicenow.com/community/now-assist-articles/part-0-our-journey-to-the-ai-control-tower-nbsp/ta-p/3280295

https://www.servicenow.com/community/now-assist-articles/part-1-the-gathering-storm-ai-s-rising-tension-nbsp/ta-p/3280309

https://www.servicenow.com/community/now-assist-articles/part-2-the-architecture-of-control-building-the-ai-control-tower/ta-p/3344257

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In this episode, get introduced to ServiceNow's latest offering, Horizon, the source of truth for experience design at ServiceNow, empowering creators to design better enterprise experiences. Joining the conversation are Brian Zaik and AJ Siegel from ServiceNow, who share their insights and experiences with this innovative design system. They discuss Horizon's role as a central resource for designing experiences on the ServiceNow AI platform, making it easier for both seasoned designers and those new to the field.

Brian elaborates on the significance of Horizon as a single destination for all things related to UX design within the ServiceNow ecosystem. He explains how Horizon simplifies the process of creating workflows and applications by offering detailed documentation and interactive examples. AJ adds to the discussion by emphasizing the platform's capacity to enhance user experience and productivity, reflecting on his decade-long journey at ServiceNow and the evolution in UX priorities.

The episode also covers how Horizon integrates AI capabilities into design strategies, providing a resource that remains updated with the latest trends and best practices. Brian and AJ discuss the expected future developments and additional resources that will be added to Horizon, ensuring it stays at the cutting edge of design and technology. Whether you're a developer, designer, or ServiceNow partner, this episode offers valuable insights into leveraging Horizon to create impactful and user-friendly solutions.

Find out more about Horizon - https://horizon.servicenow.com/
Watch on YouTube

Guests:
Brian Zaik - Principal Inbound Product Manager, Design System
AJ Siegel - Director, Design Enablement Strategy

Host: Bobby Brill

00:00 Introduction and Guest Introductions
01:37 What is Horizon?
04:07 The Importance of UX in ServiceNow
06:02 Design Systems and Their Impact
12:37 AI Integration in Horizon
22:29 Future Developments and Roadmap
26:58 Wrap up

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Understanding Agentic AI with Rita Castillo In this episode of the podcast, we dive into the fascinating world of Agentic AI with Rita Castillo, VP, Design – AI Platform Experiences. Rita illuminates how AI is becoming seamlessly woven into our daily routines, elevating automation and tackling intricate challenges. Rita deconstructs the shift from deterministic workflows to agentic systems, which can independently manage tasks while upholding ethical and security standards. We uncover the capabilities of Now Assist, the orchestrator, and specialized AI agents that unite to deliver tailored, effective, and reliable solutions. Rita also delves into the future potential of AI to unleash human creativity and propel business metamorphosis. Check out this episode for a profound dialogue on the transformative influence of AI in our professional and personal spheres.

Guest - Rita Castillo, VP, Design – AI Platform Experiences
Host - Bobby Brill

00:00 Introduction and Guest Welcome
03:15 Introduction to Agentic AI
05:11 Examples and Applications of Agentic AI
08:12 Autonomy in AI Systems
11:12 Deterministic Workflows and AI Learning
13:16 AI Agents and Orchestrators
17:56 Future of Agentic AI and Ethical Considerations
23:56 Large Scale Applications and Business Transformation
26:37 Conclusion and Final Thoughts

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.

ServiceNow University and Jayney Howson - Unlocking Talent Transformation

In this episode of the podcast, host Bobby Brill interviews Jayney Howson, Senior Vice President, Global Head of Learning and Development at ServiceNow. They delve into the exciting world of ServiceNow University, a platform dedicated to talent transformation through innovative learning and development strategies. Jayney shares her journey from marketing to tech sales leadership and how she is now driving change in corporate learning to ensure equal opportunities for all. They also discuss the importance of reskilling for the future job market and the unique, personalized approach of ServiceNow University, which leverages AI to provide a gamified, engaging, and effective learning experience.

Check out ServiceNow University - https://www.servicenow.com/university/training-and-certification.html

Guest - Jayney Howson
Senior Vice President, Global Head of Learning and Development

Host - Bobby Brill

00:00 Introduction and Guest Welcome
00:25 Jayney's Career Journey
02:35 The Concept of Learning Enablement
04:02 The Importance of Reskilling
08:14 ServiceNow University Overview
13:54 Future of Learning at ServiceNow
16:47 Conclusion and Final Thoughts

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.

Dive into the world of AI with special guests, Perouz Taslakian and Orlando Marquez, past winners of the NOW AI Conference. In this engaging episode, they share their unique journeys into AI, from Perouz's transition from theoretical computer science to AI in the industry, to Orlando's early fascination with AI systems and his work on integrating AI into ServiceNow's Flow Designer. They discuss the importance of crafting presentations that resonate with a diverse audience, balancing technical depth with practical value, and the innovative projects they've developed, including Text to Flow and Cross Context Caching. Learn how they tackle the challenge of making AI accessible and useful, and get insights into what makes a winning submission for the NOW AI Conference. Don't miss this insightful conversation—subscribe and hit the like button!

Guests -
Perouz Taslakian, Sr. Staff Research Scientist, Lead
Orlando Marquez, Sr. Staff Applied Research Scientist
Host - Bobby Brill

00:00 Introduction
00:38 Meet Perouz Taslakian
04:17 The Role of AI in Human Preferences
05:43 Meet Orlando Marquez
08:59 AI in Product Development at ServiceNow
12:47 Preparing for the NOW AI Conference
15:36 Crafting Effective Presentations about AI and its Uses
23:09 Balancing Technical and Business Audiences
24:58 Wrap up

Links to papers - Perouz Taslakian
https://aclanthology.org/2024.findings-emnlp.896/

Links to papers - Orlando Marquez
https://aclanthology.org/2024.naacl-industry.19/
https://arxiv.org/abs/2412.00239
https://arxiv.org/abs/2501.04652
https://arxiv.org/abs/2505.24189

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Get a glimpse into the future of data analytics and insights with InsightBench, a powerful combination of cutting-edge technology and strategic business intelligence. InsightBench is a pioneering benchmark specifically designed for evaluating AI models on their proficiency in conducting end-to-end data analytics. Also on this episode is an introduction to AgentPoirot, an LLM-powered autonomous business analytics agent that can skillfully navigate InsightBench’s complex datascape. Not only can AgentPoirot ask complex questions for any given dataset, but it can also automatically find answers to those questions, making it a truly end-to-end business analytics agent. Whether you’re a technology enthusiast or a business leader, this video provides a fascinating look at the next generation of data analytics tools and their impact on the way we work. Don’t miss out on the insights that could change the way you think about data!

To learn more about InsightBench and AgentPoirot - https://www.servicenow.com/blogs/2024/insightbench-multifaceted-data-analytics

00:00 Meet the Guests: Issam Laradji and Anitha Raghavan
00:53 The Challenge of Extracting Actionable Insights
02:07 Introducing InsightsBench
05:07 From Research to Product: Collaboration Insights
08:47 Real-World Use Cases of AI Insights
11:38 Technical Deep Dive: Evaluating AI Models
14:24 AgentPoirot: The Digital Detective
17:47 Ensuring Accuracy and Trustworthiness in AI Insights
23:07 Future of AI in Analytics
25:13 Conclusion and Final Thoughts

Guests - Issam Laradji and Anitha Raghavan

Host/Producer - Bobby Brill

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.

Dive into the world of ServiceNow UX Research and product development with Jessie Livingston, Tricia Wilson, and Molly Bowman as they unveil the secrets behind crafting user-centric features. In this engaging podcast episode, Tricia Wilson shares insights from her research on process mining, revealing how the team transformed a tool that often failed and frustrated users into a powerful solution for optimizing business processes. Molly Bowman then discusses the challenges and triumphs of creating Now Assist Voice, ensuring it's not just a novelty but a robust tool that supports diverse voices and environments, enhancing productivity and accessibility. Jessie Livingston joins host Bobby Brill to tie it all together, highlighting the importance of user feedback in driving meaningful product enhancements. Don't miss this eye-opening discussion on how ServiceNow is bridging the gap between user experience and product design.

To read more about these two stories, check out the blog post from ServiceNow’s EVP and Chief Experience Officer Amy Lokey - https://www.servicenow.com/blogs/2025/customer-feedback-shaping-user-experience

To learn more about Product Lab - https://servicenowproductlab.com/

00:00 Meet the UX Research Team
01:02 Understanding the Voice of the Customer with Jesse Livingston
03:25 Exploring Process Mining with Tricia Wilson
17:57 Voice for Now Assist: Enhancing Accessibility with Molly Bowman
32:29 How to Get Involved with the Product Lab

Guests - Jesse Livingston, Tricia Wilson, Molly Bowman
Host/Producer - Bobby Brill

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.