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ServiceNow Insights

ServiceNow Insights

By: ServiceNow Community
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ServiceNow Insights is your insider’s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow, and offers valuable insights to help you stay informed and leverage the full potential of the platform.

2025 ServiceNow Community
Episodes
  • Healthcare Referral Management and the Power of AI with ServiceNow and KeenStack
    Oct 27 2025

    In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management.

    For more information, visit:
    https://www.servicenow.com/products/healthcare-life-sciences.html https://keenstack.com/

    Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow
    Elevsis Delgadillo - SVP, Customer Success at KeenStack
    Host: Bobby Brill

    00:00 Introduction and Guest Welcome
    00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO
    00:56 Meet Elev Delgado: SVP Customer Success at KeenStack
    01:37 Understanding Medical Referral Management
    01:53 ServiceNow's Role in Medical Referral Management
    03:25 KeenStack's Contribution to Referral Management
    04:03 Challenges in Referral Management
    05:11 ServiceNow's Workflow Automation in Healthcare
    13:55 Leveraging AI for Efficient Referral Management
    21:11 Future Roadmap for KeenStack
    22:46 Outro

    See omnystudio.com/listener for privacy information.

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    23 mins
  • New Accessibility Tools and Updates with Dr. Alaina Beaver
    Sep 17 2025

    Dr. Alaina Beaver, ServiceNow's Global Head of Accessibility, is our guest on the podcast to discuss the latest developments in accessibility. Dr. Beaver explains that the world of accessibility is constantly evolving, and it's not a one-time task, but rather an ongoing process. She highlights that ServiceNow has made significant progress in accessibility, particularly with regards to conformance standards.

    Publicly, ServiceNow has committed to aligning with the Web Content Accessibility Guidelines (WCAG) 2.2 AA, the most stringent guidelines globally for accessibility conformance. This is an upgrade from the previous standard, WCAG 2.1 AA, which is still adhered to by many legislations worldwide. Dr. Beaver notes that the new standard, WCAG 2.2 AA, was released recently, and it will take time for legislation to catch up.

    More about accessibility at ServiceNow –
    https://www.servicenow.com/accessibility-statement.html

    To see ServiceNow’s Accessibility Tools in action -
    https://www.youtube.com/playlist?list=PLCOmiTb5WX3q5qCG_QqYip2IZrvao7Bwp

    Guest – Dr. Alaina Beaver, Global Head of Accessibility at ServiceNow

    Host – Bobby Brill

    00:00 Introduction and Guest Welcome
    00:21 Understanding the Importance of Accessibility
    00:55 What's New in Accessibility Standards
    02:16 ServiceNow's Commitment to WCAG 2.2
    04:11 Navigating the Transition to WCAG 2.2
    09:12 Legislation and Global Standards
    13:13 AI and Voice Input for Accessibility
    16:01 Text Adjust: Enhancing Readability
    19:31 AI Model Accessibility Checker
    22:15 Wrap Up

    See omnystudio.com/listener for privacy information.

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    23 mins
  • The Power of Customer Feedback | AI Control Tower & ServiceNow University
    Sep 3 2025

    Exploring UXR at ServiceNow: Enhancing AI Control and ServiceNow University

    In this episode, we delve into the realm of User Experience Research (UXR) at ServiceNow with guests Jesse Livingston, Eric Liu, and Tori Morrison. Eric Liu discusses the advancements and challenges in AI governance and the development of AI Control Tower to help companies manage their AI assets responsibly. Tori Morrison introduces ServiceNow University and its focused approach on enabling users to develop specific skills through personalized learning pathways and innovative tools like conversational AI chat. The episode highlights ServiceNow's commitment to integrating customer feedback into product development and providing robust learning resources to enhance user experiences.

    For more information, please read Anand Tharanathan's Article: https://www.servicenow.com/community/in-other-news/how-customer-insights-shaped-servicenow-university-and-ai/ba-p/3317295

    And to check out the Product Lab: https://servicenowproductlab.com/

    On this episode -

    Eric Liu: Sr. Staff UX Researcher, AI/ML
    Tori Morrison: Senior UX Researcher
    Jesse Livingston: Research Communication Manager
    Bobby Brill: Host

    00:00 Introduction to the Podcast and Guests

    00:27 Understanding User Experience Research (UXR)

    02:32 Introducing Eric Leo and AI Control Tower

    06:44 Challenges and Solutions in AI Governance

    12:23 ServiceNow University: Empowering Users

    17:40 Personalization and Gamification in Learning

    22:42 Conclusion and Further Resources

    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.

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    24 mins
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