In this episode, get introduced to ServiceNow's latest offering, Horizon, the source of truth for experience design at ServiceNow, empowering creators to design better enterprise experiences. Joining the conversation are Brian Zaik and AJ Siegel from ServiceNow, who share their insights and experiences with this innovative design system. They discuss Horizon's role as a central resource for designing experiences on the ServiceNow AI platform, making it easier for both seasoned designers and those new to the field.

Brian elaborates on the significance of Horizon as a single destination for all things related to UX design within the ServiceNow ecosystem. He explains how Horizon simplifies the process of creating workflows and applications by offering detailed documentation and interactive examples. AJ adds to the discussion by emphasizing the platform's capacity to enhance user experience and productivity, reflecting on his decade-long journey at ServiceNow and the evolution in UX priorities.

The episode also covers how Horizon integrates AI capabilities into design strategies, providing a resource that remains updated with the latest trends and best practices. Brian and AJ discuss the expected future developments and additional resources that will be added to Horizon, ensuring it stays at the cutting edge of design and technology. Whether you're a developer, designer, or ServiceNow partner, this episode offers valuable insights into leveraging Horizon to create impactful and user-friendly solutions.

Find out more about Horizon - https://horizon.servicenow.com/
Watch on YouTube

Guests:
Brian Zaik - Principal Inbound Product Manager, Design System
AJ Siegel - Director, Design Enablement Strategy

Host: Bobby Brill

00:00 Introduction and Guest Introductions
01:37 What is Horizon?
04:07 The Importance of UX in ServiceNow
06:02 Design Systems and Their Impact
12:37 AI Integration in Horizon
22:29 Future Developments and Roadmap
26:58 Wrap up

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Understanding Agentic AI with Rita Castillo In this episode of the podcast, we dive into the fascinating world of Agentic AI with Rita Castillo, VP, Design – AI Platform Experiences. Rita illuminates how AI is becoming seamlessly woven into our daily routines, elevating automation and tackling intricate challenges. Rita deconstructs the shift from deterministic workflows to agentic systems, which can independently manage tasks while upholding ethical and security standards. We uncover the capabilities of Now Assist, the orchestrator, and specialized AI agents that unite to deliver tailored, effective, and reliable solutions. Rita also delves into the future potential of AI to unleash human creativity and propel business metamorphosis. Check out this episode for a profound dialogue on the transformative influence of AI in our professional and personal spheres.

Guest - Rita Castillo, VP, Design – AI Platform Experiences
Host - Bobby Brill

00:00 Introduction and Guest Welcome
03:15 Introduction to Agentic AI
05:11 Examples and Applications of Agentic AI
08:12 Autonomy in AI Systems
11:12 Deterministic Workflows and AI Learning
13:16 AI Agents and Orchestrators
17:56 Future of Agentic AI and Ethical Considerations
23:56 Large Scale Applications and Business Transformation
26:37 Conclusion and Final Thoughts

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community
For general information about ServiceNow, visit: http://www.servicenow.com

See omnystudio.com/listener for privacy information.

Welcome to Break Point: the ServiceNow Developer Podcast! In this episode of Break Point, we had the pleasure of interviewing Sr. Manager of Inbound Product Management, David Murch, about the creation of the C3 app: the now very famous collectible card experience built for ServiceNow events like Knowledge and the World Forums. They dive into how mobile capabilities were essential to the app's success, its rapid development timeline, and the collaborative effort behind it. The episode ALSO previews new mobile features in the Zurich release and offers guidance for developers looking to get started with mobile app development on ServiceNow.

⏱️ Timestamps

• 00:00 Welcome & Introductions
• 09:43 What Is C3?
• 14:29 The Construction of the C3 Experience
• 16:39 What Was the Hardest Part About Making C3?
• 24:05 What Do You Want People Walking Away From C3 Knowing?
• 26:29 C3 V2 Plans
• 29:07 Mobile Platform Zurich Enhancements
• 35:24 Mobile SDK and Builder Experiences Zurich Enhancements
• 41:37 Where to Start Your Mobile Enablement Journey 4
• 3:08 Conclusions & Outro

🔗 Links ServiceNow Mobile App Building

• Mobile App Building Product Docs
• Mobile App Academy Playlist
• TechNow EP100 Registration
• The ServiceNow World Forums
• The ServiceNow Developer Site
• The Developer Advocate Blog

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We all know someone who thinks GenAI can do literally everything (probably the same person who says “let’s circle back” in every meeting). 🙄

In our latest episode, Pete & Kat dive into:

✅ Why “AI-washing” is the new greenwashing
✅ Use cases that ACTUALLY matter (and save your weekends!)
✅ How guardrails and trust will make or break your AI strategy
✅ Why the future is human-led, AI-augmented

If you’re still waiting on the platform, this train is leaving the station FAST. Winners won’t be those with the flashiest tools - they’ll be the ones with trustworthy AI and people on board.

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Did your CRM promise a utopia but delivered a fancy Rolodex with a UX degree?

Join Pete and Kat as they bravely poke the sacred cow of CRM and ask the tough questions like:

❓ Why does your telco need seven days and a séance to fix your modem?
❓ Why does your virtual agent sound like a confused intern filling out a colour chart?
❓ And why does it still take 5.2 days to solve a problem that should take 30 minutes?

It’s the CRM roast you didn’t know you needed - with real data, real frustration, and a really broken Wi-Fi modem.

🧠 Expect:

• Insights from the customer service research report
• Tales of tech trauma and loyalty on life support
• A vision for fixing the “messy middle” with workflow orchestration and GenAI
• ...and a heartfelt plea: "Do it for Kat. Please. She’s still on hold."

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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.

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ServiceNow University and Jayney Howson - Unlocking Talent Transformation

In this episode of the podcast, host Bobby Brill interviews Jayney Howson, Senior Vice President, Global Head of Learning and Development at ServiceNow. They delve into the exciting world of ServiceNow University, a platform dedicated to talent transformation through innovative learning and development strategies. Jayney shares her journey from marketing to tech sales leadership and how she is now driving change in corporate learning to ensure equal opportunities for all. They also discuss the importance of reskilling for the future job market and the unique, personalized approach of ServiceNow University, which leverages AI to provide a gamified, engaging, and effective learning experience.

Check out ServiceNow University - https://www.servicenow.com/university/training-and-certification.html

Guest - Jayney Howson
Senior Vice President, Global Head of Learning and Development

Host - Bobby Brill

00:00 Introduction and Guest Welcome
00:25 Jayney's Career Journey
02:35 The Concept of Learning Enablement
04:02 The Importance of Reskilling
08:14 ServiceNow University Overview
13:54 Future of Learning at ServiceNow
16:47 Conclusion and Final Thoughts

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com

See omnystudio.com/listener for privacy information.

PSA for anyone still thinking transformation = tech upgrade: You’re doing it wrong!

Join Pete and Kat as they kick off The Change Agents Podcast with a spicy convo on why people are the real engine of transformation. From HR to the help desk, they're putting the human back in the digital.

Expect:
👩‍💻 A reality check on tech-led change
🧠 Why understanding the why matters
🤝 Leadership lessons in trust, transparency, and co-design
🧯 A light roasting of change theatre (yes, we're looking at you, PowerPoint warriors)
🚀 How to avoid automating chaos and start building real momentum

If you've ever sat through a transformation initiative that forgot to invite the people actually affected... this one’s for you. Let’s stop pretending culture change comes from a software install.

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