Latest news with #JacquiCanney
Time of India
05-08-2025
- Business
- Time of India
Human-plus-agent model creates fresh complexities
Academy Empower your mind, elevate your skills 'This is a moment for a human capital renaissance,' said Jacqui Canney , chief people and AI enablement officer at ServiceNow , urging companies to realign their workforce strategies with the realities of AI-driven of AI agents into the workforce could complicate people management and erode company culture if not governed carefully, she said. In the new 'human-plus-agent' model, managers will face fresh complexities, supervising not just people, but digital agents that are increasingly autonomous, Canney noted. Businesses are staring at talent reckoning as they rush to adopt AI. Agentic AI is expected to redefine 10.35 million roles by 2030, according to ServiceNow, a cloud-based workflow automation said companies cannot navigate this shift in isolation. 'No single company can redirect the workforce alone,' she said. 'Policymakers, corporates, and business leaders must come together. It's a large opportunity, but also a large challenge.'She acknowledged rising wage gaps due to growing pay premiums for scarce AI skills . 'The competition to attract the best people is very real,' Canney said, adding that ServiceNow receives nearly a million applications for a few hundred roles in India. 'Not every company has the luxury of that kind of talent brand.'She called for stronger governance as AI agents become part of enterprise operations. 'Agentic workforce management must involve governance, orchestration, a control tower, and change management. That's the key to driving productivity and creativity, without breaking your culture.'In her dual role overseeing both people and AI strategy, Canney sees herself as a bridge between technology and talent. 'Leaders must rethink what roles look like when AI is everywhere,' she said. She stressed that CEOs must set the tone. 'What values do you uphold? How are you bringing the workforce along? These choices are now strategic.' AI must be embraced from the top down, she said. 'You have to see AI as a companion, not just a tool, and help teams become comfortable selling it to customers.'Canney said the incoming generation of workers is the most AI-native yet. 'They're building skills many of us don't have, especially in mindset and tech fluency. They should celebrate that in their CVs,' she said. But she also warned that new graduates must sharpen their judgment. 'Critical thinking, decision-making, and the ability to handle complexity concisely are essential in the age of agents.'She advised AI-era professionals to learn how to prompt creatively. 'Don't treat it like a Google search. Use context, ask questions, and challenge AI. This is a creative opportunity.' ServiceNow, which provides digital workflow tools, is embedding GenAI across its HR, IT, finance and customer service offerings. Internally, it claims 50% productivity gains in some functions, and 30% higher customer satisfaction. India now accounts for 40% of its global product engineering.
Economic Times
05-08-2025
- Business
- Economic Times
Human-plus-agent model creates fresh complexities
ETtech 'This is a moment for a human capital renaissance,' said Jacqui Canney, chief people and AI enablement officer at ServiceNow, urging companies to realign their workforce strategies with the realities of AI-driven work. Integration of AI agents into the workforce could complicate people management and erode company culture if not governed carefully, she said. In the new 'human-plus-agent' model, managers will face fresh complexities, supervising not just people, but digital agents that are increasingly autonomous, Canney noted. Businesses are staring at talent reckoning as they rush to adopt AI. Agentic AI is expected to redefine 10.35 million roles by 2030, according to ServiceNow, a cloud-based workflow automation platform. Canney said companies cannot navigate this shift in isolation. 'No single company can redirect the workforce alone,' she said. 'Policymakers, corporates, and business leaders must come together. It's a large opportunity, but also a large challenge.' She acknowledged rising wage gaps due to growing pay premiums for scarce AI skills. 'The competition to attract the best people is very real,' Canney said, adding that ServiceNow receives nearly a million applications for a few hundred roles in India. 'Not every company has the luxury of that kind of talent brand.' She called for stronger governance as AI agents become part of enterprise operations. 'Agentic workforce management must involve governance, orchestration, a control tower, and change management. That's the key to driving productivity and creativity, without breaking your culture.'In her dual role overseeing both people and AI strategy, Canney sees herself as a bridge between technology and talent. 'Leaders must rethink what roles look like when AI is everywhere,' she said. She stressed that CEOs must set the tone. 'What values do you uphold? How are you bringing the workforce along? These choices are now strategic.' AI must be embraced from the top down, she said. 'You have to see AI as a companion, not just a tool, and help teams become comfortable selling it to customers.'Canney said the incoming generation of workers is the most AI-native yet. 'They're building skills many of us don't have, especially in mindset and tech fluency. They should celebrate that in their CVs,' she said. But she also warned that new graduates must sharpen their judgment. 'Critical thinking, decision-making, and the ability to handle complexity concisely are essential in the age of agents.'She advised AI-era professionals to learn how to prompt creatively. 'Don't treat it like a Google search. Use context, ask questions, and challenge AI. This is a creative opportunity.' ServiceNow, which provides digital workflow tools, is embedding GenAI across its HR, IT, finance and customer service offerings. Internally, it claims 50% productivity gains in some functions, and 30% higher customer satisfaction. India now accounts for 40% of its global product engineering. Elevate your knowledge and leadership skills at a cost cheaper than your daily tea. Can Coforge's ambition to lead the IT Industry become a reality? BlackRock returns, this time with Ambani. Will it be lucky second time? Amazon is making stealthy moves in healthcare, here's why! The trader who blew the whistle on Jane Street Stock Radar: Globus Spirits breaks out from 9-month consolidation; check target & stop loss for long positions Weekly Top Picks: These stocks scored 10 on 10 on Stock Reports Plus These large-caps have 'strong buy' & 'buy' recos and an upside potential of more than 25% Stock picks of the week: 5 stocks with consistent score improvement and upside potential of up to 36% in 1 year
Techday NZ
29-07-2025
- Business
- Techday NZ
ServiceNow launches agentic AI management amid spending decline
ServiceNow has introduced agentic workforce management as part of its AI platform, targeting improved integration of human employees and AI agents in enterprise settings across Asia Pacific. According to new data from ServiceNow's Enterprise AI Maturity Index, investment in AI across digitally advanced Asia Pacific markets has slowed, with declines in AI spending observed in Singapore, Japan, Australia, and India. This reduction is occurring despite growing interest from C-suite executives, with the data suggesting that issues including fragmented deployment, governance, and legacy workflows are hindering broader adoption and impact. AI adoption patterns The ServiceNow Enterprise AI Maturity Index revealed a reduction in AI investment with Singapore seeing a 4% decrease, Japan a 3.3% decrease, Australia 3%, and India 2.1%. These figures indicate a hesitancy in pursuing further spending even as enthusiasm for AI's potential remains high among senior management. The Index pointed to integration challenges as a potential factor affecting these trends. The new agentic workforce management solution allows organisations to manage AI agents in a way similar to human employees. Organisations can now onboard, assign roles, and incorporate AI agents into teams, with ServiceNow stating that this approach is designed to allow people to work side by side with AI for tangible business outcomes. Operational impact ServiceNow reports that early use of its agentic workforce has led to significant operational efficiencies, including automation of 97% of software provisioning requests and a reduction in internal IT service desk volume by 40%. Additional claims include a 50% improvement in customer support case resolution times. The company also notes that IT operations and security teams using its agentic workforce have experienced automation of 85% of routine internal support requests, aiding departmental scalability by more than 40%. "AI isn't just reshaping how we work, it's redefining what it takes to win. This moment requires bold investment in our people and a shared commitment to learn, adapt, and lead in new ways," said Jacqui Canney, Chief People and AI Enablement Officer at ServiceNow. "When we design work with AI and put people at the center, we create momentum that drives real business impact." Workflow integration The agentic workforce concept is based on orchestration of AI agents that collaborate, learn, and accept feedback from human managers. ServiceNow highlights its single-platform approach, which is intended to support agentic AI across the business rather than in isolated, task-specific areas. Through this model, AI agents complete work autonomously while adhering to governance structures defined by human management. Examples provided include AI agents managing IT service tickets, applying security patches, producing reports for human supervisors, and carrying out software installations and upgrades. Customer support was also highlighted, where the agentic workforce reportedly resolves 80% of complex administration and maintenance cases, with a claimed 50% reduction in resolution times within months for ServiceNow customers. "We run ServiceNow on ServiceNow and are proof that organizations don't need thousands of siloed AI agents chasing tasks. Instead, it's about having the right combination of AI agents in the right roles, with the right context, integrated with humans and working across the enterprise to unlock higher‐value work, foster innovation, and drive productivity," said Kellie Romack, Chief Digital Information Officer, ServiceNow. "With strong governance, clearly defined responsibilities, performance tracking, and oversight from human managers, we've created a model for scaling the agentic workforce that delivers exponential value." Governance and oversight ServiceNow has positioned agentic workforce management as an extension of its AI Control Tower, introduced in May, which focuses on oversight and governance of AI agents at enterprise scale. This system is designed to provide human managers with transparency into AI agent operations and performance, including metrics such as customer sentiment and system uptime. Through the AI Control Tower and other orchestration tools, organisations can direct teams of AI agents across different ecosystems to fulfil defined organisational goals, while ensuring compliance and safe use of AI technologies. The intent is to keep governance and ethical standards central to expanded AI deployment across enterprise departments. "Enterprises aren't asking if they'll adopt agentic‐enabled ways of working anymore; they're wrestling with how to frame responsibly," said Amy Loomis, Ph.D., Research Vice President, IDC. "With trust and governance just as critical as productivity, ServiceNow's integrated approach positions it as a leading voice in defining how organizations manage the relationship between workers and AI agents at scale." ServiceNow cited a Gartner survey stating that 97% of CEOs are interested in combining human and machine capabilities to enhance organisational performance, indicating broader executive awareness of AI's role in workforce transformation.
Business Wire
23-07-2025
- Business
- Business Wire
ServiceNow Extends End-to-End AI Agent Orchestration With Agentic Workforce Management
SANTA CLARA, Calif.--(BUSINESS WIRE)-- ServiceNow (NYSE: NOW), the AI platform for business transformation, today announced agentic workforce management, a new, innovative extension of end-to-end AI agent orchestration, designed to allow employees to accelerate the impact of AI. Agentic workforce management enables employees and AI agents to seamlessly and securely work together to deliver real business outcomes. While the agentic workforce operates like an intelligent digital team, completing end-to-end work autonomously, agentic workforce management allows people to oversee, coach, and teach the agentic workforce – all within ServiceNow. The company's first agentic workforces support IT operations, customer support, security, and end-user software deployment, reimagining work in the AI era. Workforce transformation is a top priority for every CEO. The question is no longer if AI agents will change work—but how. According to a Gartner ® survey, 'Nearly all CEOs (97%) want to use AI and combine human and machine capabilities to improve performance.'* Agentic workforce management keeps people at the center and uses agentic teams as force multipliers, empowering employees to work confidently with AI while keeping governance and security at the forefront. 'AI isn't just reshaping how we work, it's redefining what it takes to win. This moment requires bold investment in our people and a shared commitment to learn, adapt, and lead in new ways,' said Jacqui Canney, chief people and AI enablement officer at ServiceNow. 'When we design work with AI and put people at the center, we create momentum that drives real business impact." The future of work is human, with AI agents working side-by-side An agentic workforce is a collective of highly skilled, orchestrated AI agents that autonomously accomplish work in support of a larger goal. ServiceNow stands out for its single-platform model: unlike others whose agents are task-oriented and can only take action in silos, ServiceNow's single architecture, single data model platform applies agentic AI across the enterprise so work happens autonomously in every corner of the business. With the ServiceNow AI platform, an agentic workforce can learn from past experiences how to handle new tasks, always keeping within the guidelines and frameworks established by people. In just a few months, the agentic workforce has transformed beyond bots that augment pieces or parts of a job to autonomous teams capable of collaborating, learning, accepting feedback, and even growing their capabilities with oversight and partnership from their human managers. For example, at ServiceNow an agentic workforce in IT operations and security resolves service tickets, applies system patches, and provides daily summaries to human managers. In addition, an agentic workforce manages software deployment like executing installations, upgrades, and configurations, ensuring smooth implementation, and resolving any issues that arise for continuous improvement. The ServiceNow agentic workforce has allowed its IT support organization to automate 97% of software provisioning requests, while managing license reclamation and cloud cost governance, and has reduced service desk volume by nearly 40%. ServiceNow's agentic workforce also autonomously solves 85% of routine internal IT support requests, ultimately helping the department scale by more than 40%. Additional results from the ServiceNow agentic workforce implementation show measurable impact across productivity, speed, and resolution times in customer support, with additional use cases in development: Customer Support employees use the agentic workforce to quickly resolve 80% of complex instance administration and maintenance cases. Within months, ServiceNow customers experienced 50% faster resolution time for these types of cases. 'We run ServiceNow on ServiceNow and are proof that organizations don't need thousands of siloed AI agents chasing tasks. Instead, it's about having the right combination of AI agents in the right roles, with the right context, integrated with humans and working across the enterprise to unlock higher-value work, foster innovation, and drive productivity," said Kellie Romack, chief digital information officer, ServiceNow. 'With strong governance, clearly defined responsibilities, performance tracking, and oversight from human managers, we've created a model for scaling the agentic workforce that delivers exponential value.' Managing the agentic workforce with confidence and clarity Managing an agentic workforce requires the right tools and governance. Human managers can oversee, teach, and coach, and even step in when needed, just like they would have done with any new person on the team. For example, an agentic worker's human manager has visibility to evaluate its health metrics like customer sentiment, ease of use, throughput, and uptime for better oversight into where further learning and escalation may be needed. Agentic workforce management tooling complements the ServiceNow AI Control Tower, where customers can oversee agentic workforces across the organization, fully understanding the value they get from the ServiceNow AI Platform, and govern all their AI processes and assets —ensuring compliance, ethical oversight, and safe usage of AI. ServiceNow AI Control Tower, which became available in May, ensures that everyone from HR to IT can understand, activate, and optimize their agentic workforce with trust and transparency at the core. Additionally, through other ServiceNow solutions like AI Agent Orchestrator, organizations can coordinate teams of specialized agents from across their ecosystem to create an agentic workforce that fulfills specific goals across departments. 'Enterprises aren't asking if they'll adopt agentic-enabled ways of working anymore; they're wrestling with how to frame responsibly,' said Amy Loomis, Ph.D., Research Vice President, IDC. 'With trust and governance just as critical as productivity, ServiceNow's integrated approach positions it as a leading voice in defining how organizations manage the relationship between workers and AI agents at scale.' *Gartner, Inc., "2025 CEO Survey - The Year of Dynamic Capacity," by David Furlonger, Jennifer Carter, Kristin Moyer, Don Scheibenreif, Stephen Smith, Gabriela Vogel, 13 March 2025. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. About ServiceNow ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: © 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Tahawul Tech
19-06-2025
- Business
- Tahawul Tech
'We have an opportunity to unleash a human renaissance by helping our people reach their full potential.' – Jacqui Canney, ServiceNow
ServiceNow has introduced ServiceNow University, an innovative learner experience to empower individuals to grow, develop, and build skills that matter the most. The new world of work is as much about a human transformation as a technological one, and for humans to transform, a safe space is needed outside of one's comfort zone and it is why the science of play in learning is at the core of the ServiceNow University vision. Unlike other learning environments with static, one‑size‑fits‑all programming, ServiceNow University builds skills for the future, flexes with the world's needs, and unlocks full talent potential through a customized learning toolkit—no matter an individual's needs and interests. ServiceNow University is available to organizations and individuals throughout the entire ServiceNow ecosystem—employees, customers, and partners—connecting people to the learning they need to contribute with impact. 'In the age of AI, we have an opportunity to unleash a human renaissance by helping our people reach their full potential, simplify their lives, and focus on the meaningful, innovative work that drives business success,' said Jacqui Canney, chief people and AI enablement officer at ServiceNow. 'The speed of change also demands an agile learning and development approach that focuses as much on how people learn in the flow of work as it does on the right skills people need to thrive. That's why we designed ServiceNow University to foster a culture of continuous learning and adaptation with our people at the center.' According to the third annual research report from ServiceNow and Pearson that will be published in September, agentic AI is set to disrupt millions of jobs, both technical and non‑technical, fueling the demand to upskill. In fact, more than 8 million roles are estimated to transform because of agentic AI in the U.S. alone. Additionally, significant tech workforce growth is expected in all surveyed regions by 2030—from 27% in Germany to 36% in the U.S. to 95% in India. ServiceNow University leverages cutting‑edge AI and a personalized development toolkit to set all learners up for success, whether their role is evolving, or they are diving into a technology‑focused role for the first time. The vast curriculum covering human and technical skills helps talent future‑proof their careers and enable organizations to remain competitive. 'As technology continues to transform the workplace at an unprecedented pace driven by AI, there is a learning imperative that leaders need to address. ServiceNow University is uniquely positioned to help them do just that,' said Jayney Howson, SVP of global learning and development at ServiceNow. 'Built around you and your unique learning journey, it combines the power of AI with the science of play to create an experience that brings together an individual's background, talents, and goals. Whether you're looking to learn a quick new skill or make a complete career change, ServiceNow University delivers learning that is accessible—creating a safe space where people can step outside of their comfort zone, try new things, experiment, fail, and learn.' ServiceNow University equips learners to grow with purpose and contribute with impact Historically, organizations have harnessed a fixed approach to growth and development with scheduled programs, such as 30‑60‑90‑day onboarding cycles, periodic online courses, and mandatory compliance trainings. However, as ever‑evolving technology impacts the way we work, learning experiences must evolve as well. ServiceNow University addresses this need by offering the space to turn skill‑building into a dynamic journey to help ensure learners not only excel today but create resilient career paths for the future, too, broadening the breadth and depth of learning and experiences. Key features include: Completely FREE and gamified with hundreds of on‑demand courses and hands‑on performance‑based assessments in which learners can earn credentials and receive points, badges, and ranks to not only reward personal development but help them advance skills needed for this digitally transformed workforce. with hundreds of on‑demand courses and hands‑on performance‑based assessments in which learners can earn credentials and receive points, badges, and ranks to not only reward personal development but help them advance skills needed for this digitally transformed workforce. AI‑powered unified profile that connects a person's skills, experiences, and achievements in one place to create the 'University of You' with curated content and a free on‑demand catalog, to cultivate engagement and drive tangible growth. that connects a person's skills, experiences, and achievements in one place to create the 'University of You' with curated content and a free on‑demand catalog, to cultivate engagement and drive tangible growth. Comprehensive learning curriculum with intuitive, bite‑sized content for varying skill levels that helps ensure information is easily consumed and retained. ServiceNow University offers a wide range of content across multiple disciplines, including a robust AI learning pathway designed to help learners know, use, and lead with AI in today's rapidly evolving workplace. ServiceNow University also strengthens ServiceNow's existing RiseUp initiative, which helps underrepresented and underserved communities gain better access to technology, knowledge, and opportunities. RiseUp aims to create meaningful career pathways in the tech industry and meet the talent demand for customers and partners. Through ServiceNow University, the company plans to reach 3 million learners by the end of 2027. Availability ServiceNow University is generally available now to ServiceNow employees, customers, partners, and individuals. Learn more about ServiceNow University here.
