Disintegrating the Org Chart: ServiceNow’s Jacqui Canney

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.

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Disintegrating the Org Chart: ServiceNow’s Jacqui Canney is an episode from Me, Myself, and AI by MIT Sloan Management Review.

This episode is 34:34 long.

This episode was published on Apr 7, 2026.

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