Disintegrating the Org Chart: ServiceNow’s Jacqui Canney

Disintegrating the Org Chart: ServiceNow’s Jacqui Canney

Author: MIT Sloan Management Review April 7, 2026 Duration: 34:34
In this episode, Sam is joined by Jacqui Canney, chief people and AI enablement officer at ServiceNow. Jacqui outlines how the software company has embedded AI agents into processes like employee onboarding to automate tasks, personalize experiences, and free up people’s time to focus on higher-value work. She emphasizes that successful adoption of artificial intelligence requires strong change management, workforce training, and a focus on talent — not just technology — including companywide AI skill assessments and personalized learning paths. Tune in to learn why Jacqui sees AI as a human capital opportunity. Read the episode transcript here. *Please take our listener survey: ⁠⁠mitsmr.com/podcastsurvey⁠⁠ It's short — we promise! — and all respondents will receive a free MIT SMR article collection, "Maximizing the Value of Generative AI." Guest bio: Jacqui Canney is the chief people and AI enablement officer at ServiceNow, where she leads the enterprise software company’s talent strategies for improving employees experience and preparing them for the future workforce through the use of technology and generative AI. Before joining ServiceNow in 2021, Canney served as chief people officer at WPP and Walmart. She previously worked at Accenture for 25 years. Canney currently sits on the board of directors for food delivery platform Wonder and nonprofit Project Healthy Minds. She’s also on the Institute for Corporate Productivity’s Chief HR Officer Board and Boston College’s board of trustees, and she cochairs the Boston College Wall Street Business Leadership Council. Me, Myself, and AI is a podcast produced by MIT Sloan Management Review and hosted by Sam Ransbotham. It is engineered by David Lishansky and produced by Allison Ryder. We encourage you to rate and review our show. Your comments may be used in Me, Myself, and AI materials. ME, MYSELF, AND AI® is a federally registered trademark of Massachusetts Institute of Technology. All rights reserved.

Ever wondered how some organizations manage to turn artificial intelligence from a buzzword into a genuine engine for growth, while others struggle to move beyond the pilot phase? Me, Myself, and AI, a production from MIT Sloan Management Review, goes straight to the source to find out. Instead of theoretical discussions, this podcast features candid conversations with the people who are actually building and implementing AI systems at scale. You'll hear directly from leaders at prominent companies like YouTube, Cisco, and Hugging Face as they recount their journeys-not just the polished successes, but the real-world challenges, strategic decisions, and sometimes surprising lessons learned along the way. Each episode digs into the practicalities of creating measurable business value, cutting through the noise to reveal what effective AI leadership and integration truly look like. It’s a focused exploration for anyone in technology, business, or education who wants to understand the human and operational stories behind the algorithms. Tune in for an unvarnished look at the future being built, one practical application at a time.
Author: Language: English Episodes: 100

Me, Myself, and AI
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