Show: Me, Myself, and AI · Publisher: MIT Sloan Management Review + BCG · Host: Sam Ransbotham, Shervin Khodabandeh
Episode URL: https://sloanreview.mit.edu/audio/disintegrating-the-org-chart-servicenows-jacqui-canney
Publish date: 2026-04-07
Duration: NAs
Default source credibility: HIGH — MIT SMR + BCG joint production. Named F500 CxOs on-record about production AI deployments. Academic/consulting co-brand keeps claims disciplined. Host has light BCG framing; guest metrics stay HIGH.
- ServiceNow manages 80 billion workflows, leveraging AI to enhance employee onboarding and other business processes, emphasizing personalized and efficient experiences.
- Jackie Canney, Chief People and AI Enablement Officer, discusses ServiceNow’s AI training programs and the importance of aligning technology with user experience to drive business transformation.
- The integration of AI in HR and IT roles is blurring traditional organizational boundaries, necessitating a focus on leadership and change management to ensure successful AI adoption.
Extracted quotes
| # | Credibility | Speaker | Org | Timestamp | Topic | Quote |
|---|---|---|---|---|---|---|
| 1 | HIGH | Jacqueline Canney (Chief People and AI Enablement Officer) | ServiceNow | 01:43 | 01-ai-native-landscape | We have a very innovative company. It’s 22 years old, and was built on how to help people experience work better. Our platform is literally built on AI so that we can help companies in, I think it’s now 80 billion workflows that we manage that produce either better service, more analytics, all the things that companies are seeking to do with their organizations. |
| 2 | HIGH | Jacqueline Canney (Chief People and AI Enablement Officer) | ServiceNow | 09:55 | 02-corporate-tools | We’ve invested quite a bit in this space. Every person who works here has had AI training. And we’ve been doing this for a couple of years, which one, because the products we build, no matter what part of the company you’re in, understanding what AI is, have a common vocabulary about that was really important to our CEO and our leadership team for the company. |
| 3 | HIGH | Jacqueline Canney (Chief People and AI Enablement Officer) | ServiceNow | 12:22 | 07-adoption-challenges | Over 90% of our inquiries that go to our Now Assist, which is our own tech, get answered by the tech. So the more we can make that smarter and better, the more people will be happier to use that. |
Per-quote detail
1. Jacqueline Canney — ServiceNow (01:43)
We have a very innovative company. It’s 22 years old, and was built on how to help people experience work better. Our platform is literally built on AI so that we can help companies in, I think it’s now 80 billion workflows that we manage that produce either better service, more analytics, all the things that companies are seeking to do with their organizations.
- Stat: 80 billion workflows managed by ServiceNow, 2026, measured by ServiceNow.
- Credibility: HIGH — Named exec at identifiable org with specific metric and unscripted interview.
- Topic tag:
01-ai-native-landscape
2. Jacqueline Canney — ServiceNow (09:55)
We’ve invested quite a bit in this space. Every person who works here has had AI training. And we’ve been doing this for a couple of years, which one, because the products we build, no matter what part of the company you’re in, understanding what AI is, have a common vocabulary about that was really important to our CEO and our leadership team for the company.
- Stat: Every person at ServiceNow has had AI training, 2026, measured by ServiceNow.
- Credibility: HIGH — Named exec at identifiable org with specific claim and unscripted interview.
- Topic tag:
02-corporate-tools
3. Jacqueline Canney — ServiceNow (12:22)
Over 90% of our inquiries that go to our Now Assist, which is our own tech, get answered by the tech. So the more we can make that smarter and better, the more people will be happier to use that.
- Stat: 90% of inquiries answered by Now Assist, 2026, measured by ServiceNow.
- Credibility: HIGH — Named exec at identifiable org with specific metric and unscripted interview.
- Topic tag:
07-adoption-challenges
Extracted 2026-04-14T21:11:28 via scripts/podcast_mine.py (MLX mlx-community/Qwen2.5-32B-Instruct-4bit).