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