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
Podcast Episodes
Bonus Episode: How Encouraging AI Use Will Benefit Your Organization [not-audio_url] [/not-audio_url]

Duration: 22:45
While Me, Myself, and AI is on winter break, we hope you enjoy this bonus episode excerpted from an MIT Sloan Management Review-BCG webinar based on our 2022 research report, "Achieving Individual — and Organizational —…
Bonus Episode: Learn to Make the Most of Your Relationship With AI [not-audio_url] [/not-audio_url]

Duration: 25:11
While Me, Myself, and AI is on winter break, we hope you enjoy this bonus episode excerpted from an MIT Sloan Management Review-BCG webinar based on our 2020 research report, "Expanding AI's Impact With Organizational Le…
Digital First, Physical Second: Wayfair’s Fiona Tan [not-audio_url] [/not-audio_url]

Duration: 23:16
With a background in building enterprise platforms for organizations, including Oracle and Walmart, Wayfair CTO Fiona Tan oversees all of the technology initiatives for the Boston-based e-commerce company. As the home fu…
Investing in the Last Mile: PayPal’s Khatereh Khodavirdi [not-audio_url] [/not-audio_url]

Duration: 29:24
Khatereh (KK) Khodavirdi is focused on using AI to create better customer experiences — a process she compares to creating an “AI Legoland,” in which various technology components fit together to build cohesive solutions…
The Three Roles of the Chief Data Officer: ADP’s Jack Berkowitz [not-audio_url] [/not-audio_url]

Duration: 24:43
As chief data officer of payroll and benefits management company ADP, Jack Berkowitz has three primary responsibilities. One is to oversee the organization’s data overall, ensuring that functions like data governance, se…
From Data to Wisdom: Novo Nordisk’s Tonia Sideri [not-audio_url] [/not-audio_url]

Duration: 26:50
Tonia Sideri was a data scientist herself before taking on her role as head of Novo Nordisk’s AI and Analytics Center of Excellence. Now she’s putting her experience to use helping the Danish pharmaceutical company in it…
Big Data in Agriculture: Land O’Lakes’ Teddy Bekele [not-audio_url] [/not-audio_url]

Duration: 21:12
You might have seen Land O’Lakes’ dairy products on store shelves without giving much thought to how they got there, but that’s something CTO Teddy Bekele thinks about every day. While the farmers and agricultural retail…
Inventing the Beauty of the Future: L’Oréal’s Stéphane Lannuzel [not-audio_url] [/not-audio_url]

Duration: 19:24
Stéphane Lannuzel has worked in the beauty industry for 15 years and now directs the Beauty Tech program at L’Oréal. His team uses artificial intelligence to improve customer experience in a variety of ways, including he…
Precision Medicine in Pharma: Sanofi’s Frank Nestle [not-audio_url] [/not-audio_url]

Duration: 24:42
Frank Nestle, Sanofi’s global head of research and chief scientific officer, was inspired to enter the health sciences field after reading an Albert Camus novel and realizing his calling was to help others. In his curren…