Today's guest is Jason Veiock, Founder & CEO at Bearing. Founded in 2025, Bearing's software solution digitally transforms corporate security on ServiceNow. Their expert team, which spans leadership of converged Global Security programs to the management of Global Security Operations Centers (GSOCs), brings a wealth of firsthand knowledge to address the persistent challenges their clients face. Bearing are committed to delivering transformative solutions that redefine security management for the modern enterprise.
Jason is a data-driven and risk-informed security executive with a focus on strategy development, enhanced resilience and business enablement. He is successful in building and leading teams defending against full-spectrum threats spanning the cyber, physical and global security realms. He has a proven track record in managing programs, vendors and budget with on-time execution & delivery. Jason is experienced in both the corporate and government sectors as a seasoned law enforcement, intelligence and security professional.
In the episode, Jason discusses:
0:00 Ex-law enforcement founder now digitizing corporate security via ServiceNow
3:36 As AI is reshaping founders, experience and critical thinking matter
5:04 Solving physical security inefficiencies through practitioner-led workflow automation
9: 19 Unifying corporate security and operations natively on ServiceNow
12:18 Using AI on ServiceNow to detect workplace threats and support HR
17:10 How workflow automation boosts security efficiency, consistency and ROI
19:28 Why balancing AI agents versus scripted workflows is key startup challenge
22:10 Driving Bearing’s success by balancing security expertise with ServiceNow skills
To find out more about all the great work happening at Bearing, check out the website www.getyourbearing.com
Today's guest is David Petrou, Founder & CEO at Continua AI. Founded in 2023, Continua has brought the power of LLMs to group chat. Most AI tools today operate in “single-player” mode, but we’re social creatures, inspired and motivated through group conversation. So Continua asked: what if AI could be a quiet, helpful member of the group? That question led to Social AI - technology that fades into the background, acting not as a demanding interface but as a shared layer of intelligence that strengthens human connection.
David and his team are building AI that helps people feel more connected, not less. He believes technology should strengthen empathy and relationships, not compete for attention. Previously, David was a Distinguished Software Engineer (L9) at Google, where he helped create Google Goggles and Google Glass, and led efforts to bring machine intelligence to Pixel and Android. His career centers on exploring how technology can understand context and quietly enhance meaningful human connection.
In this episode, David talks about:
0:00 His journey from Google veteran to AI entrepreneur founding Continua AI
2:20 How AI has evolved from single-user tools to collaborative group intelligence
5:58 How Continua adds socially intelligent AI to everyday group chats
10:23 Expanding from group chat AI to real-time group collaboration
13:10 Simplifying coordination and strengthens real-world social connections
15:51 Building complex group-AI tech through strong, collaborative teamwork
18:41 How Continua pursues social AI toward AGI, with strong team and hiring
Today's guest is Annette Muldowney, Vice President - ServiceNow Manager at MidWestOne Bank. Founded in 1934, MidWestOne Bank is a relationship-driven community bank that provides comprehensive financial solutions, including personal and business banking, lending, trust services and wealth management. Guided by values of integrity, teamwork and impact, MidWestOne Bank aims to generate meaningful outcomes for both their customers and communities.
Annette is a resourceful and innovative leader with over 20 years of technical management, project implementation and customer experience expertise across private, public and Fortune 500 sectors. As a ServiceNow Platform Owner, Annette oversees roadmap creation, governance and adoption strategies to ensure seamless user experiences and measurable results. She is recognized for a collaborative leadership style, commitment to excellence and ability to deliver impactful, technology-driven organizational change.
In the episode, Annette talks about:
0:00 Driving financial innovation with ServiceNow for efficiency, transparency
3:06 Her role driving service management transformation at MidWestOne
3:52 Focusing on FSO, CSM, and emerging GRC initiatives
5:32 How her team is leveraging partners to manage ServiceNow implementation
8:02 Driving a phased ServiceNow implementation using crawl, walk, run approach
10:56 How Executive support and right vendor critical for ServiceNow success
13:12 Why building personal connection with vendors, fit and vision matter most
14:35 Advice to lead by example, stay fact-based, and measure what matters
18:03 The need to deeply understand the business to drive long-term platform success
Today's guest is Scott Livingston, Director, IT Service Strategy, Transition and Improvement at enGen. Founded in 2014, enGen - a subsidiary of Highmark Health - transforms healthcare through technology-driven operations. Serving over 11 million members, it integrates people, processes and systems via its TechOps approach. Its platforms, including the EHS administrative system, Predictal™ care management and Providius provider tools, enhance efficiency, improve outcomes and simplify the healthcare experience.
Scott is an accomplished IT executive leading a 115-person international Platform and Service Management organization with a ~$14M annual budget. He drives strategic initiatives across Service Management, including generative AI adoption, ServiceNow ITSM/ITOM implementation and ITSM analytics. Known for building strong stakeholder relationships, Scott delivers operational efficiency, cost savings and measurable business value by aligning technology, strategy and high-performing teams to organizational objectives.
In the episode, Scott discusses:
0:00 His journey as an IT leader blending service management with healthcare technology
4:27 Choosing ServiceNow for innovation, scalability, and future readiness
8:28 Pursuing zero service desk and zero incident vision
11:23 Their rapid ServiceNow adoption, now advancing with generative AI
17:43 Balancing self-implementation with a strong partner collaboration for growth
21: 23 Investing in AI-driven automation to transform healthcare efficiency and outcomes
Today's guest is Sara Wyman, Founder & CEO at Stackpack. Founded in 2023, Stackpack is an AI-powered platform built for Finance, Operations and IT teams that streamlines spend, vendor and contract management. It delivers fast visibility into where money is going, automates contract renewals and approvals, centralizes vendor data and helps reduce waste - all without a heavy implementation burden. Their mission is to connect the world’s companies with the right partners, at the right time, on the right terms.
Inspired by her experience at high-growth companies where vendor and contract chaos slowed teams down, Sara founded Stackpack to create a true system of record for third-party relationships. Under her leadership, Stackpack has raised significant funding, including a $6.3M seed round, to accelerate its growth. Before launching Stackpack, Sara served as Vice President of Strategic Partnerships and Enterprise Sales at Affirm, and held senior sales leadership roles at Etsy.
In this episode, Sara talks about:
0:00 Her journey from finance to tech, building marketplaces and founding Stackpack
2:13 Stackpack’s AI-native platform turning vendor data into cost-saving insights
4:06 Streamlining vendor discovery, management, contracts and renewals
7:24 Delivering rapid cost savings, visibility and risk reduction
10:14 Their small, remote-first team with big-company experience and culture
12:19 Advancing their AI assistant by unifying UX and expanding vendor discovery
14:59 Hiring in engineering, customer support and go-to-market roles
Today's guest is Matthew Smenos, Principal Programs Manager, Global Veterans Skillbridge at ServiceNow. Matthew focuses on program development and strategy, leading the design and implementation of the Global Veterans Skillbridge program to ensure it reaches diverse veteran communities worldwide. He develops strategies to scale the program globally, identify opportunities for innovation, and continuously enhance its effectiveness and impact.
Collaboration is central to Matthew’s work. He partners with internal teams - including HR, Talent Acquisition, and Diversity & Inclusion - to align the program with ServiceNow’s broader workforce initiatives. He also cultivates relationships with external organizations such as veteran advocacy groups, government agencies and educational institutions to amplify the program’s reach and influence.
In the episode, Matthew discusses:
0:00 His background as military veteran, educator, consultant & program manager dedicated to service
08:39 Building veteran career paths through ServiceNow's RiseUp program
12:25 Their free 16-week ServiceNow training preparing veterans for tech careers
15:02 Success measured by veteran job placement and certifications earned
17:25 The story of Josh who became a certified ServiceNow architect
23:44 Expanding SkillBridge with AI, scaling veteran training opportunities
Today's guest is Kyle Ryan, Senior Engineering Manager and Principal Engineer at Dune Security. Founded in 2023, Dune Security’s User Adaptive Risk Management solution automatically prevents insider threats in real time. With 90% of breaches starting from human error, traditional phishing simulations and compliance training often fail to reduce real-world risk. Dune addresses this with a unified platform that continuously monitors behavior, tailors interventions and adapts protections around high-risk users.
Kyle is highly skilled in AI & Machine Learning research and development, with a specialization in building secure, robust and scalable systems for cutting-edge cybersecurity solutions. He is currently developing advanced technologies to prevent AI-powered social engineering attacks and enable real-time, dynamic risk profiling of employees. Kyle believes that as threat actors evolve, organizations must adapt using data-driven methods to reduce the attack surface and strengthen defenses.
In this episode, Kyle talks about:
0:00 His journey from early chatbot work to founding engineer at Dune
2:19 How Dune Security simulates advanced phishing attacks to train users
4:45 How his role evolved from generalist to AI R&D
8:17 Delivering authentic threat simulations and risk visibility for organizations
11:20 Why future threats will be hyper-personalised, cross-channel and AI-driven
14:58 His key advice to stay on AI’s cutting edge and solve hard problemsTo find out more about all the great work happening at Dune Security, check out the website www.dune.security
Today's guest is Yogesh Ailawadi, Head of Products & Innovation - Identity, Safety and Security at Alert Enterprise. Founded in 2007, Alert Enterprise's mission is the seamless convergence of advanced physical access control, identity management and workspace automation. Their solutions are designed to empower businesses with secure, flexible and efficient work environments, catering to the dynamic needs of today’s workforce. They understand that in the digital era, the security of physical and digital assets is paramount.
Yogesh leads Alert Enterprise’s global product management and solutions engineering teams and brings over 15 years of experience in information security, identity and access governance across IT, Physical and OT systems. He has led global deployments of PIAM/IAM solutions for Fortune 100/500 customers across various industries. Yogesh is well versed in industry regulatory standards with a deep understanding of engineering concepts and technologies, and their usage in the security domain.
In the episode, Yogesh discusses:
0:00 An insight into his 20-year career in security, product and innovation
3:10 Pioneering physical security governance across critical industries at Alert Enterprise
5:27 Expanding physical GRC by integrating with the ServiceNow platform
8:04 Seeing a high-demand from large, regulated industries using ServiceNow workflows
10:07 Product live on ServiceNow with focus on AI-driven access solutions
11:39 Focusing on product innovation, scaling through global partners
13:42 Bringing physical security workflows and AI use cases to ServiceNow
Today's guest is Daniel Stanovich, Regional General Manager, Americas Insurance, Life Business Process Services at DXC Technology. Founded in 2017, DXC is a leading global provider of information technology services. DXC's engineering, consulting and technology experts help clients simplify, optimize and modernize their systems and processes, manage their most critical workloads, integrate AI-powered intelligence into their operations, and put security and trust at the forefront.
Daniel is a highly experienced, dynamic Outsourcing and Consulting executive business leader. He has a strong reputation for producing best in class results with Fortune 500 organizations by maximizing their investments and solving critical business challenges. He leveraged all aspects of DXC to develop a strategic account plan that brings value to clients through the innovation and ideology behind their technology stack, combined with an optimized delivery plan.
In the episode, Daniel discusses:
0:00 His career journey from tech-enabled HR outsourcing to insurance
2:11 How DXC blends legacy tech, proprietary insurance software and BPS
3:29 Why DXC chose ServiceNow to simplify, automate and transform insurance
6:16 Assure BPM streamlines insurance ops, gains traction as SaaS and BPS
9:06 Modernising insurance ops and embracing AI-driven transformation
12:06 Growing the team in-house to meet demand and enhance AI capabilities
14:30 Providing value to accelerate industry transformation as the rollout begins
17:22 Leading global insurance tech by driving AI-powered industry transformation
To find out more about all the great work happening at DXC Technology, check out the website www.dxc.com
Today's guest is Matthew Farahmand, Co-Founder at Inspira Systems. Founded in 2025,Founded in 2025, Inspira Systems helps businesses evolve by building intelligent, scalable solutions on ServiceNow. From streamlining customer service to optimizing retail operations, they design and deliver workflows that drive efficiency, automation and results. With a customer-first approach, Inspira Systems partners with your team to create and continuously improve tailored ServiceNow solutions that solve real business challenges.
Matt brings over 20 years of IT and digital transformation experience, with expertise in application development, systems architecture, enterprise service management and customer experience transformation. He has led initiatives across Customer Service Management (CSM), Strategic Portfolio Management (SPM), Public Sector Digital Services (PSDS) and Retail Service and Operations Management (RSOM). Matt has a proven track record of building scalable solutions that reduce friction, accelerate outcomes and empower people.
In the episode, Matthew discusses:
How Inspira helps retailers optimise operations with RSOM
Why Retail needs unified platforms, not siloed task tools
How RSOM cuts downtime, saves margins and boosts retail efficiency
Streamlining retail tasks and reporting with an Omni-channel RSOM
How delaying unified retail solutions drains profit and morale
RSOM enables fast, consistent recall responses across retail
Today's guest is Anthony Miller, Partner and CEO at CGS Federal. Founded in 2017, Contact Government Services (CGS) simplifies and enhances government operations by optimizing human, technical and financial resources. They combine cutting-edge technology with world-class personnel to deliver sustainable, customized solutions that meet your specific needs. With an agile and empathetic approach, they work closely with you to solve complex challenges because they care as much about your agency’s success as you do.
In this episode, Anthony talks about:
0:00 His journey from GSA building tech to launching CGS Federal in 2017
2:27 From overcoming early setbacks to now thriving in the govtech industry
3:57 Their three-prong approach - introduce, integrate, innovate
5:46 Introducing AI to law enforcement as mission-enhancing tool
6:56 Integrating AI through low/no-code tools to empower non-tech staff
8:38 Innovating legal tech with AI to simplify government eDiscovery
11:18 Focus on building talent, being authentic and truly serving the government
13:46 Expanding AI with customers and guiding government with trusted tools
17:03 Why CGS Federal is a great place to work
Today's guest is Ritesh Dalal, Founder and CEO at Intellective. Founded in 2016, Intellective are a global ServiceNow partner organization comprised of specialized, experienced and result-oriented professionals that have one common purpose: build delightful products that wow users. Using certified product offerings and deep expertise in Employee Experience, Service Portal and Custom Apps, they help you improve self service and realize more value from ServiceNow. It's their mission to "Consumerize the Enterprise."
Ritesh's expertise in ServiceNow Mobile, Employee Experience and Integrations has enabled organizations to centralize their applications, providing clear visibility and improvement opportunities. His approach to agile development and project management ensures that Intellective delivers customized solutions that drive significant value for their customers. Under his leadership, the Intellective team has successfully developed innovative ServiceNow products that reduce development time and costs.
In the episode, Ritesh discusses:
0:00 His experience blending design and tech to enhance ServiceNow experience
2:13 Transforming ServiceNow UX with unique, productized solutions at Intellective
6:39 How Paramount unified global intranet using Intellective's ServiceNow tools
9:29 An insight into their remote team blending UX, design and ServiceNow expertise
11:56 Evolving from consulting to product, now a bold unified solution
14:02 Building exciting impactful, large-scale ServiceNow solutions
Today's guest is Ari Kaplan, Head of Evangelism at Databricks. Founded in 2013, Databricks democratizes insights to everyone in an organization. Their Data Intelligence Platform provides a unified foundation for all data and governance, combined with AI models tuned to an organization’s unique characteristics. Now, anyone in an organization can benefit from automation and natural language to discover and use data like experts, and technical teams can easily build and deploy secure data and AI apps and products.
Ari is a leading AI and data influencer and was named one of DataIQ’s Top 20 AI Influencers in America in 2024. He created and led the Chicago Cubs' analytics team, inspired Moneyball and held leadership roles at Databricks, IBM and Nielsen. A Caltech Alumni of the Decade, he’s authored five best-selling books and consulted for Fortune 500s. Ari also led the Raoul Wallenberg investigation and has been profiled by CNN, Time and the History Channel for his pioneering work in analytics and AI.
In this episode, Ari talks about:
0:00 His journey from sports fan to analytics pioneer transforming the industry
5:54 How the Moneyball legacy fuels his ever-evolving tech innovation journey
9:00 Being the Databricks evangelist to inspire global AI innovation
11:45 How Databricks uses AI internally, inspires careful customer innovation
15:38 Driving unstoppable global growth momentum through their passionate community
19:10 His passion for using data science to free wrongly imprisoned, missing people
22:01 His optimistic vision for AI’s rapidly transformative future
25:31 How AI shifted from skepticism to an essential productivity tool rapidly
To find out more about all the great work happening at Databricks, check out the website www.databricks.com
Today's guest is Annemarie Sint Jago, ServiceNow ESX Lead Europe & Business Accelerator at Fujitsu. Founded in 1935, the Fujitsu Group has operations in different regions around the world and provides digital services globally. The company have built large-scale, cutting-edge systems that leverage their advanced technologies and extensive track record, garnering the number one market share in Japan and a top-class position worldwide in the IT services field.
Annemarie has over nine years of experience delivering ServiceNow solutions to organisations of all sizes, from small firms to global enterprises. With a strong foundation as a Business Consultant and Solution Architect, she combines technical expertise with strategic vision to drive innovation and sustainable growth. As the Employee Service Transformation (ESx) Lead for Europe at Fujitsu, Annemarie leads with purpose; empowering teams, enhancing employee experiences and ensuring impactful, future-ready solutions.
In the episode, Annemarie talks about:
0:00 Her journey to ServiceNow expert, team leader and business accelerator
2:26 How a MS diagnosis pivoted her career by merging tech with humanities
6:03 Building and scaling employee workflows across Europe
7:40 Why understanding individual motivations helps people grow and thrive
11:56 Personal connection matters most, especially in remote leadership
15:09 How Burnout prevention starts with boundaries and psychological safety
17:45 Burnout is personal and painful, but support and understanding matter deeply
19:17 How her Burnout hit suddenly as realization and recovery took time
21:00 Recovery required rest, reflection and redefining personal energy
23:30 A journey of reorientation, connection and growth through the Handtribe festival
26:57 Advice to prioritize what truly matters to prevent burnout and stay balanced
28:26Follow your passion and success in tech doesn’t require specific degrees
Today's guest is Trinh Nguyen, Product Owner of ServiceNow at Okta. Founded in 2009, Okta is the leading independent identity management partner. Driven by a vision to empower everyone to safely use any technology, Okta champions neutrality - offering organizations, employees and end users the flexibility to work seamlessly across any device or platform. Today, two-thirds of the Fortune 100, over 40% of the Forbes Global 2000, and thousands of other organizations rely on Okta to protect their digital ecosystems.
In the episode, Trinh talks about:
0:00 Her journey from IT ops to ServiceNow platform lead
5:07 Why late nights aren't ideal, but global teamwork matters
6:17 How success isn't technical depth; it's data-driven, value-based storytelling
7:30 From out-of-box start to growth & how AI will drive next-level impact
10:03 Stakeholder buy-in comes from vision, scalability and ROI
09:22 Success is a collaborative effort, as partnership and shared vision drive adoption
13:39 Tech needs more women with diverse paths, big impact and no fear
15:50 Mentorship through strong women from trusted guidance, observation and inspiration
17:33 Advice to believe in yourself; challenges pass and growth follows
19:10 Excited about agentic AI which is improving processes autonomously
Today's guest is Sukhi Gill, Co-Founder and Chief Technology Officer at Calitii. Founded in 2023, Calitii is a specialist ServiceNow partner, experienced in delivering major programs in complex, highly regulated environments. Their team’s design centered approach ensures implementations are accelerated across the organization, future proofing for tomorrow’s competitive environment. Calitii can guide you in avoiding potential pitfalls and develop best practices to achieve success in your organization.
With over 35 years of industry experience, Sukhi has an outstanding record of achievement in sales and delivery of very large scale IT services in multi-billion dollar application development and infrastructure modernization programs. He has a strong track record of establishing successful partnerships with key business sponsors, influencing strategic and architectural direction, ensuring that the organization gains significant business advantage through the strategic deployment of technology and process innovation.
In the episode, Sukhi talks about:
0:00 His journey from civil service to founding a ServiceNow startup
3:29 Taking a sabbatical to explore mountains and startups, seeking change
5:35 Why hiring smart people and collaboration is crucial for success
7:11 Letting others contribute often improves ideas and outcomes
10:12 How both technology and business process knowledge are needed for successful outcomes
13:04 Helping regulated industries, particularly banks, meet regulatory compliance
14:55 Focus on outcomes, involve people and prioritize continuous improvement
17:48 Address technology, people, process and governance for transformation outcomes
Today's guest is Nicholas Friedman, President & Managing Partner, ERM Strategy (Founder) at Templar Shield. Founded in 2013, Templar Shield are a premier cybersecurity, privacy, risk and compliance technology professional services and value-added reseller firm. They have partnered with over 100 Fortune 1000 companies and government entities, driving innovative integrated risk and compliance solutions across numerous business functions.
Nicholas has over 15 years of IT industry experience, including over eight years in information security, risk, and compliance. He oversees strategic partner relationships, marketing and public relationships, business development, product development, and quality service delivery of many of key clients. Nicholas has significant experience in building, growing and leading businesses from scratch. Templar Shield organically and significantly grew from under his stewardship.
In the episode, Nicholas talks about:
0:00 His journey to becoming a founder, driven by automation and people
6:17 Protecting critical infrastructure through expert risk management
9:56 Shifting from compliance to integrated, enterprise risk management
14:12 Rising OT-IT integration, AI governance and boutique firm growth
19:57 His AI governance book which is earning praise from top cybersecurity & enterprise leaders
Today's guest is Deepthi Bathina, CEO and Founder at RhythmX AI. Founded in 2023, RhythmX AI is a generative AI-native healthcare company revolutionizing whole-person care. The company empowers clinicians with AI-powered precision platforms for hyper-personalized care. Backed by private equity firm SAI Group, RhythmX AI combines predictive and generative AI to enhance clinical decisions, helping doctors deliver smarter, compassionate care while practicing at the top of their license.
Deepthi is a results-driven CEO with extensive global business expertise, successfully managing P&Ls for high-growth companies ranging from startups to Fortune 500 firms. At the core of her journey is a commitment to reshape healthcare through innovation and compassion. Her mission is to revolutionize whole-person care by harnessing the power of AI - but ultimately, it’s all about the people and the world we’re transforming. Through RhythmX AI and beyond, she is dedicated to pioneering a new era of healthcare.
In this episode, Deepthi talks about:
Her journey from technologist to healthcare innovator
Transforming primary care with AI-driven personalization
How Dr. Wadhwani's AI expertise and funding drives RhythmX AI's success
Using AI to simplify healthcare data for personalized patient care
How RhythmX AI combines clinicians and AI to transform medicine
Addressing PCP burnout, access issues and transforming healthcare
Seeking gritty, humble and mission-driven individuals for healthcare innovation
To find out more about all the great work happening at RhythmX AI, check out the website www.rhythmx.ai
Today's guest is Josh Soper, Chief Revenue Officer at Norseman Services. Founded in 2014, Norseman Services is a Maryland-based IT consulting firm specializing in ServiceNow solutions for both public and private sector clients. They offer a comprehensive suite of services, including strategic advisory, platform implementation, workflow optimization and ongoing operational support. Norseman Services focuses on delivering tailored digital transformation solutions that enhance operational efficiency and customer experience.
Josh is a seasoned Technology Services Executive with a passion for building high-performance digital transformation teams across diverse technology sectors. His leadership is centered on achieving significant business outcomes and accelerating time to value for his clients. With a blend of expertise, business acumen and an execution-focused approach, Josh strives to be a standout leader in the realm of digital transformation.
In the episode, Josh talks about:
0:00 His 25 year journey in IT staffing, sales, leadership and growth
2:41 An insight into Norseman Services' impact in the public sector
4:13 A Specialized ServiceNow partner with expertise, funding and experience
6:19 Use case of fixing failed implementations, optimizing public sector IT
9:09 "Expertise on Demand" for flexible ServiceNow project solutions
10:31 Why ServiceNow success requires industry expertise, not just IT knowledge
11:47 Helping customers maximize ServiceNow’s value and efficiency
13:46 Offering a family-oriented, stable and accountable workplace
15:29 Hiring focus on solution and business process consultants for success
Today's guest is Jan Pennel, ServiceNow Practice Lead at Dexian IT Solutions. Founded in , Dexian is a force for positive change in the world of work. The company's vision, mission and values drives them to connect organizations and individuals, create purpose and provide meaningful opportunities. Their brand blueprint defines not just who they are, but also the promise, purpose, and unique processes that set them apart.
Jan is a collaborative, results-driven leader who thrives on the success of customers. She is experienced in enterprise and IT service management, organizational change, process management, on-boarding and user adoption, training design and delivery, customer support services. Jan holds deep knowledge the ServiceNow platform and had conducted proven strategies to maximize the value derived from its use.
In the episode, Jan talks about:
0:00 Her career journey into IT transformation and customer-focused leadership
2:22 How she started with ServiceNow, led transitions & focused on customer success
4:32 Challenges in balancing family, work, leadership and impact
6:37 Balancing leadership roles, adapting to needs and delegating effectively
10:03 ServiceNow's investment in AI, especially agentic AI is transformative
11:03 Generative AI creates new things, while agentic AI works independently
12:12 How virtual agent evolved to improve efficiency and customer satisfaction
14:46 Advice to balance priorities, control what you can and stay grateful