Disintegrating the Org Chart: ServiceNow’s Jacqui Canney

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Apr 7, 2026

Jacqui Canney, ServiceNow’s chief people and AI enablement officer who leads talent and AI training, discusses embedding AI agents into workflows. She describes AI-driven onboarding, governance and conversational design. She outlines companywide AI skill assessments, personalized learning paths, and how AI reshapes roles and org structure.

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INSIGHT

ServiceNow Built From Workflows To AI Platform

ServiceNow built its platform around AI and manages an enormous scale of automated workflows to improve work experiences.
Jacqui Canney says the company’s roots in workflow automation led to handling roughly 80 billion workflows and embedding AI long before recent hype.

ANECDOTE

Onboarding Flow That Orders Devices Automatically

Jacqui describes an AI-driven onboarding workflow that orders devices, handles identity checks, and schedules follow-ups automatically.
The agent automates purchases and shipping so managers can focus on welcoming and personalizing the new hire experience.

ADVICE

Embed Governance And Human-Centered Design

Design processes with people at the center and embed governance (price points, approved options) into choices to avoid chaos.
Offer mobile access and a feedback loop so errors (wrong or late devices) get signals to fix workflows.

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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.

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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.

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