Jacqui Canney says ServiceNow now manages about 80 billion workflows on its platform.
“I think it's now 80 billion workflows that we manage that produce either better service, more analytics, all the things”
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Jacqui Canney
1 episodes · 19 quoted claims
ServiceNow founder Fred Luddy built the company's first workflow for a colleague who struggled with switching between systems and Excel spreadsheets.
“Fred Luddy, our founder, built the first workflow for a colleague who was struggling with the swivel chair, you know, getting work done in Excel spreadsheets”
Jacqui Canney says ServiceNow is about twenty-two years old and was built to help people experience work better.
“it's twenty two years old, I wanna say, and was built on how to help people experience work better.”
Jacqui Canney says ServiceNow's engineers and product leaders were working on AI well before ChatGPT became widely discussed.
“ServiceNow has had these amazing engineers and product leaders who've been thinking about this for a long time, a long time before even people talked about, like, chatgpt.”
ServiceNow's onboarding workflow automates new-hire steps and follow-up prompts to managers so the manager and employee build a relationship from the start.
“So it's an automated workflow that takes the guessing and makes the manager and the employee really feel a relationship right at the gate that's personalized.”
ServiceNow acquired Moveworks, a company offering a conversational front-door interface for employees.
“We've acquired a company called MoveWorks, which is in it of itself, a front door conversational experience.”
Jacqui Canney says every ServiceNow employee has received AI training over roughly the past couple of years.
“Every person who works here has had AI training, and we've been doing this for a couple years.”
ServiceNow has assessed its entire workforce on AI skills, with assessments customized by role.
“we've evolved quite a bit now, where we've assessed the whole company on AI skills.”
Jacqui Canney says ServiceNow's HR team went from serving 400 employees per HR person to 900 after adopting its own technology.
“we were able to double the productivity of what my team could do. It was one to 400 to one to 900 that we're serving because of the tech.”
Jacqui Canney says more than 90 percent of employee inquiries to ServiceNow's Now Assist tool are answered by the technology itself.
“Cause over 90 of our inquiries that go to our now assist, which is our own tech, get answered by the tech.”
ServiceNow created a role called forward deployed engineer, a technical person who discusses business problems with customers.
“We've built a new role called forward deployed engineer, which is somebody who is quite technical, but has a interest and a desire”
ServiceNow worked with Pearson on its company-wide skills assessment and gap analysis.
“And this is with the help of Pearson. They've been a good partner to us”
ServiceNow University offers many free courses, according to Jacqui Canney.
“ServiceNow University's got a lot of free courses out there.”
Jacqui Canney predicts that protocols for governing AI agents inside companies will be the next major topic of discussion.
“I think protocols is gonna be the next thing we're all talking about, like, how do you govern the agents inside a company?”
Jacqui Canney says ServiceNow's sales staff can now learn their commission in about eight seconds, down from four or five days.
“It went from like four or five days to find out what your commission's gonna be to eight seconds.”
Jacqui Canney was promoted to AI enablement officer in addition to chief people officer about a year before the interview.
“I was promoted to AI enablement officer along with the chief people officer role just a little bit over a year ago.”
Jacqui Canney says ServiceNow's CIO, product team and HR agreed that employee experience sits primarily with her team.
“we have agreed that the employee experience sits primarily with me and my team.”
ServiceNow uses an internal "control tower" to track AI use cases in productivity and who is driving return on investment.
“we have very transparent look at what use cases are in productivity across the company, who's driving ROI, who's not. We have a control tower for that.”
Jacqui Canney says she saw technology create expansion both at ServiceNow and in her earlier role at Walmart.
“I've seen it not just here at ServiceNow, but in even in my old job at Walmart, where you could see where you implement this powerful tech.”