The Power of Customer Feedback AI Control Tower & ServiceNow University

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: And to check out the Product Lab: 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: ServiceNow Community: For general information about ServiceNow, visit:

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The Power of Customer Feedback AI Control Tower & ServiceNow University is an episode from ServiceNow TechBytes by ServiceNow Community TechBytes.

This episode is 23:59 long.

This episode was published on Sep 3, 2025.

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