EXECUTIVE CIRCLE Podcast

A conversation with Jody Elliott, Head of IT Risk and Sustainability at National Grid, on embedding responsible AI and sustainability at scale.  In this episode of the ServiceNow Executive Circle Podcast, Jody Elliott, Head of IT Risk and Sustainability at National Grid, explores how sustainability, risk, and AI can work together to create real business value. Operating across critical national infrastructure in the UK and US, Jody shares why “good green operations are just good operations” and why sustainability and responsible AI must be embedded by design, not treated as standalone initiatives.  The conversation covers:  How IT sustainability, e-waste policy, emissions reduction, and regulatory compliance can drive efficiency, trust, and innovation  Practical, real-world AI use cases, including how generative AI can improve compliance and risk oversight by analysing large volumes of unstructured data  The importance of AI literacy, human-in-the-loop governance, and strong control frameworks  How organisations should prepare for emerging regulation, including the EU AI Act and CSRD  What’s next—from rising energy demand and supply chain risk to the next wave of responsible technology  Tune in now for a practical, real-world look at how responsible AI and sustainability can drive efficiency, trust, and innovation at scale.  If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com   And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.  See omnystudio.com/listener for privacy information.

AI, Skills, and the Future of Work at Aviva  In this episode of the ServiceNow Executive Circle podcast, Kat Finch is joined by Dan Godfrey, Group People Transformation and Talent Director at Aviva, to explore how people strategy, technology, and AI are coming together to reshape the future of work. Dan shares how Aviva’s scale, legacy, and long history influence its approach to transformation, and why operational readiness, adoption, and change management are just as critical as the technology itself. From learning and recruitment to people technology and data analytics, the conversation highlights how HR and IT must work in lockstep to deliver meaningful outcomes for both colleagues and customers.  The discussion also dives into the evolving role of AI in skills development, workforce planning, and customer experience. Some key topics include:  The evolving role of AI in skills development, workforce planning, and customer experience  Highlighting how Aviva is using AI to surface skills and support “squiggly careers”  Showing how AI helps colleagues navigate future career paths and learning opportunities  Emphasising the importance of human-in-the-loop governance, trust, and responsible use of AI  Looking ahead to how AI could democratise financial services by making financial knowledge more accessible  Reinforcing why investing in peoples capability remains the most critical transformation for organisations  If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com   And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.  See omnystudio.com/listener for privacy information.

A conversation with HR leader Davis Aguilar on Diageo’s shift toward simplicity, agility, and world-class HR excellence.  In this episode, Davis Aguilar—Global Head of HR Operations at Diageo, the global spirits company behind brands like Guinness, Johnnie Walker, Baileys, and Captain Morgan—shares how the organisation is transforming HR through operational excellence, cultural alignment, and smarter technology. He discusses the shift toward simplified workflows using ServiceNow and Workday, the importance of leadership sponsorship, and why cultural readiness is crucial when delivering change across 29,000 employees in 67 markets.  Davis also explores the realities of transformation on the ground, from unexpected digital adoption among remote field workers in Mexico to the evolving needs of a diverse, multi-generational workforce. He reflects on Diageo’s cautious but intentional approach to generative AI, the enduring relevance of human skills, and the company’s ambition to create an internal experience as strong as its world-famous brands.  If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com   And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.  See omnystudio.com/listener for privacy information.

In this episode of the ServiceNow UK&I Executive Circle Podcast, host Kat Finch speaks with Nick Pearson, CIO of Ricoh Europe, about how the company has successfully evolved from a traditional manufacturer to a technology-driven services business. Nick discusses the complex macro trends impacting European organisations, from shifting business models and tightening margins to the growing need for operational agility. He reflects on Ricoh’s 20-year transformation journey, highlighting how the company has remained resilient by continually pivoting, empowering change-makers, and fostering a culture of innovation.  The conversation explores the intersection of people and technology in driving digital transformation. Nick shares Ricoh's forward-thinking approach to AI governance and responsible innovation, alongside key themes such as:  The rise of technical roles reshaping today's workplace.  Building the skills and mindsets needed for a digital-first workforce.  Simplifying processes and using sentiment analysis to enhance document management.  Ricoh's vision to make work easier, smarter, and more human.  How leadership, collaboration, and curiosity are shaping the workplace of the future.  Tune in for a thoughtful discussion on how leadership, collaboration, and curiosity are shaping the digital workplace of the future.    If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com     And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.  See omnystudio.com/listener for privacy information.

In this episode of the ServiceNow Executive Circle Podcast, Jacqueline McGirr, VP of Global Change & Employee Experience at Kerry Group, shares her journey and insights on transforming HR service delivery through technology, automation, and AI. Drawing from over two decades at Kerry, Jackie discusses the evolution of their Global Business Services (GBS) model, the importance of integrating IT and HR functions, and how they're using platforms like ServiceNow to streamline and enhance employee experiences globally.  Jackie also reflects on the role of AI in enabling more human-centred support—balancing automation with empathy, upskilling employees for the future, and preparing for agentic AI. She highlights Kerry’s forward-looking approach, including their newly formed AI Governance Forum and how GBS can evolve from a transactional hub to a strategic engine room for innovation and operational excellence.    If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com   And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.  See omnystudio.com/listener for privacy information.

In this episode of the ServiceNow Executive Circle podcast, Kat Finch sits down with Alex Hunter — global brand expert and former Global Head of Digital at Virgin Group — for a fast-paced, deeply insightful conversation on customer experience, AI, and why brand trust still matters more than ever. Drawing on stories from his time launching Virgin America to helping brands today navigate generative AI, Alex urges businesses to start with the problem, not the platform. He explores how AI can be used to deepen human connection, not dilute it, and why the brands that succeed are those that focus on making life easier — not noisier — for their customers. Whether you're in marketing, digital, or C-suite leadership, this is a masterclass in keeping brand experiences human at a time when everything feels increasingly automated.See omnystudio.com/listener for privacy information.

In this episode of the ServiceNow UK & I Executive Circle Podcast, host Kat Finch sits down with Rob Barnes, Chief Digital and Technology Officer at ASDA, for an insightful conversation about the retailer's ambitious digital transformation journey.  Rob shares his experience transitioning from consultancy at Accenture to in-house roles at Marks & Spencer and ASDA, highlighting key lessons from both worlds. He provides a behind-the-scenes look at ASDA’s large-scale technology overhaul following its separation from Walmart—one of the most significant transformations in modern retail history.  The discussion also explores the role of AI in shaping the future of retail, from improving customer service and supply chain optimization to enhancing in-store experiences and cybersecurity. Rob addresses the long-standing debate on the "death of the high street," arguing that physical stores remain integral to retail and discussing how AI and automation can drive greater efficiency across both online and brick-and-mortar shopping experiences.  Whether you're in retail, technology, or business leadership, this episode offers valuable insights into digital innovation, AI’s growing impact, and how retailers can stay ahead in an ever-evolving landscape.  Tune in for a thought-provoking discussion on the intersection of technology, retail, and digital transformation! See omnystudio.com/listener for privacy information.

In this episode of the ServiceNow EXECUTIVE CIRCLE Podcast, we speak with Dr. Laurence Ampofo, Practice Lead of Vodafone’s AI Transformation Office. Ampofo discusses the telco giant’s bold approach to integrating AI into its operations and customer experiences, highlighting initiatives like "TOBi," the AI-powered super-agent, which is enhancing customer service and internal workflows.  The conversation delves into how generative AI is revolutionising connectivity and productivity while addressing the challenges of operating in a highly regulated industry. Ampofo emphasizes balancing short-term efficiencies with long-term strategies, ensuring AI becomes an intuitive part of organisational transformation.  Listeners are treated to visionary insights on AI’s potential to map out optimised workflows, improve employee experiences, and uncover hidden business value. From transforming telco operations to reimagining workplace productivity and sustainability, this episode is a must-listen for executives navigating the evolving AI landscape. See omnystudio.com/listener for privacy information.

In the fourth and final episode of our mini-series, Adam Spearing, Head of AI Innovation for EMEA at ServiceNow, explores the transformative potential of agentic AI. Adam breaks down the concept of AI systems communicating and collaborating, enabling organisations to move from reactive operations to predictive, streamlined processes.  Highlighting real-world applications, Adam discusses how agentic AI and tools like Knowledge Graphs can personalise employee experiences, optimise resource allocation, and identify unknown inefficiencies. He emphasises the critical role of governance, strategy, and employee empowerment in unlocking AI’s potential, while also addressing the challenges of integrating AI across a multigenerational workforce.  With a focus on fostering innovation from all levels of an organisation, this episode is an essential listen for executives looking to capitalise on AI-driven transformation and prepare for the future of work in 2025 and beyond. See omnystudio.com/listener for privacy information.

In this episode of the ServiceNow EXECUTIVE CIRCLE Podcast, host Kat Finch delves into the world of digital innovation with Paul Mukherjee, CTO of Defra. Since joining in early 2024, Mukherjee has been steering the digital transformation of the Department for Environment, Food, and Rural Affairs, addressing challenges like legacy systems and data silos while seizing opportunities presented by AI and technology.  Mukherjee shares Defra’s AI strategy, highlighting its potential in areas like customer service chatbots, satellite-driven environmental monitoring, and streamlining ministerial correspondence. He emphasizes the importance of responsible AI adoption, balancing sustainability concerns with productivity gains. The conversation explores how AI can enable predictive analytics, hyper-automation, and entirely new policy outcomes, envisioning a future where technology drives innovation and delivers real value.  Tune in to discover actionable insights on how technology leaders can align digital tools with strategic objectives to create transformative change.   See omnystudio.com/listener for privacy information.

In this episode of our podcast mini-series, we explore the transformational potential of generative AI. Adam Spearing, Head of AI Innovation at ServiceNow, shares his insights on why AI must be a board-level priority, how to balance short-term wins with long-term strategy, and the critical role of governance and ethics in successful AI adoption.  Highlighting the importance of an AI operating model, Adam explains how organisations can leverage a portfolio of AI tools to drive efficiencies across areas like customer service, supply chain, and HR while empowering employees to focus on innovation. He also explores how AI can reveal hidden opportunities through advanced analytics, sparking meaningful change.  This episode offers practical advice and visionary perspectives for CIOs and business leaders seeking to navigate the rapid pace of AI innovation and harness its potential to reshape their organisations. See omnystudio.com/listener for privacy information.

In this episode, Andy Baynes, former Apple, Next and Google Executive, and CEO and co-founder of GT Life Sciences, shares his journey from Silicon Valley innovator to leader in AI and data science. We explore the challenges and opportunities of working with massive datasets, the critical need for robust data strategies, and how AI is reshaping healthcare—like democratising MRI access and improving early diagnoses. Andy also delves into the evolving role of design in AI, from intuitive user interfaces to choreographing seamless experiences across industries. Discover how the fusion of data, design, and AI is driving transformative change in healthcare, technology, and beyond.See omnystudio.com/listener for privacy information.

In this episode of the ServiceNow EXECUTIVE CIRCLE podcast, we speak with Dr Laura Gilbert CBE, globally respected technologist, head of No.10 Downing Street's Incubator for AI and Chief Analyst at the Cabinet Office. In a fascinating conversation, Laura makes the case for AI in the public sector, to help enhance front line service delivery and improve interdepartmental collaboration and operational efficiencies; all with the ambition of making government departments more responsive, considered and 'human' in their interactions with the public and other stakeholders. See omnystudio.com/listener for privacy information.

In this episode of the ServiceNow Executive Circle podcast, Gina Gill, Chief Strategy Officer at the Governments Central Digital and Data Office (CDDO), discusses how technology transformation offers organisations a unique opportunity to reevaluate and realign their strategic vision, values, and employee skill sets. Gill highlights the need for a unified digital vision across departments and the removal of barriers like outdated funding models and lack of incentives for collaboration.See omnystudio.com/listener for privacy information.

Unlocking the full potential of AI and automation is no longer about streamlining tasks — it's about reimagining entire processes. That’s why global information services company Experian is transforming the way it serves customers, through a comprehensive strategy that touches every aspect of operations. In this episode we sit down with Sally Anne Hicks, Global VP of Automation at Experian, to learn how the organisation is taking automation beyond task-level improvements. Tune in for insights around how to identify AI use cases for adding value to operations — from accelerating software delivery to enabling one-click customer onboarding — all as part of a holistic approach.See omnystudio.com/listener for privacy information.

As business processes and customer needs evolve, one-time digital transformation is no longer enough. That’s why Smart CT, a leading IT services provider, is on a continual journey of growth and change to remain at the forefront of its industry.In this episode, we sit down with Andy Morgan, CEO of Smart CT, to find out how the organisation has redefined the concept of digital transformation. From setting KPIs for continuous improvement to celebrating employee-driven enhancements, tune in for practical examples of making constant innovation a company-wide culture.See omnystudio.com/listener for privacy information.

Mitie is one of the UK’s leading facilities management and strategic outsourcing firms, delivering services anywhere from schools, to hospitals, transport hubs and commercial spaces. But as these environments — and the people in them — constantly change, Mitie needs to stay one step ahead.  That’s why, in this episode, we speak to Anindya Biswas, Chief Product Officer at Mitie, to find out how the business is using technologies like AI to soup up operational efficiency — and, ultimately, provide exceptional value for employees and customers across the UK. See omnystudio.com/listener for privacy information.

In this latest podcast, we talk with Kelley Steven-Waiss, Chief Transformation Officer at ServiceNow on the launch of her latest book “Valley Girls: Lessons From Female Founders in the Silicon Valley and Beyond”. The book sheds light on the challenges faced by women founders, providing insights into their journeys, successes, and the path forward.  Kelley's personal journey, coupled with the stories from her book, paints a vivid picture of the struggles and triumphs that female founders encounter in the tech industry. Underscored by International Women's Day 2024, this podcast will address the urgent need for greater inclusivity, diversity, and support for women in the workplace. See omnystudio.com/listener for privacy information.

Customer experience is no longer just about service. It’s about the entire customer journey. Every single interaction your customer has with your organisation forms their overall experience, so it’s vital to get it right. Doing so relies on making the best use of insights and data, delivering intelligent, ‘proportional’ service, and building processes that allow you to resolve issues quickly. In this episode, we’re joined by Simon Cox, Chief Transformation Officer at ServiceNow, for an in-depth discussion about what experience is, what it isn’t, and what organisations can do to build long-lasting relationships with their customersSee omnystudio.com/listener for privacy information.

We can’t solve today’s problems with yesterday’s solutions. Tackling the complex challenges businesses face right now requires us to question the assertions that have worked in the past — establishing the broader consequences of a rapidly changing world and adapting our strategy accordingly.   In this podcast, we’re joined by Simon Morris, UKI Area VP at ServiceNow, to do just that — discussing key trends, how leaders should approach them, and the opportunities presented by new technologies. See omnystudio.com/listener for privacy information.