Disintegrating the Org Chart: ServiceNow’s Jacqui Canney

2026-04-07 · Source: Me, Myself, and AI · Field: Business & Management — Corporate Strategy & Leadership, Human Resources & Workforce Development, Operations & Process Management · Depth: Intermediate, extended

Summary

Jacqui Canney, Chief People and AI Enablement Officer at ServiceNow, discusses how the company integrates AI agents into its operations, managing 80 billion workflows to automate tasks and personalize employee experiences. ServiceNow leverages AI for processes like onboarding, where agents handle logistical steps such as ordering equipment and scheduling training, freeing human managers for higher-value interactions. Canney emphasizes that successful AI adoption requires robust change management, comprehensive workforce training, and a focus on talent development, including company-wide AI skill assessments and personalized learning paths. The company has invested in training every employee on AI, fostering a common vocabulary and encouraging prompt engineering skills, which has doubled the productivity of some teams while also creating new roles like product engineers within HR. Canney highlights AI's potential to disintegrate traditional organizational silos, necessitating leaders to adapt to cross-functional collaboration and prioritize human capital opportunities over mere cost-cutting.

Key takeaway

For Directors of AI/ML or HR Professionals considering AI implementation, prioritize a human-centric approach over technology alone. Focus on comprehensive change management, company-wide AI skill development, and workforce redesign to leverage AI for capacity and new opportunities, rather than solely cost reduction. Your success will depend on fostering an adaptive, agile workforce that can evolve with AI's rapid advancements, rather than waiting for a "perfect plan."

Key insights

Successful AI adoption hinges on robust change management, workforce training, and a talent-first approach, not just technology.

Principles

• AI should put people at the center of process design.
• Transparency in AI use builds confidence and reduces fear.
• AI can disintegrate traditional organizational silos.

Method

ServiceNow implements company-wide AI skill assessments, customized by role, to identify gaps and create personalized learning journeys, fostering prompt engineering and new adjacent roles.

In practice

• Automate onboarding with AI agents for logistics.
• Train all employees in AI, including prompt engineering.
• Measure AI skill gaps and provide personalized learning.

Topics

• ServiceNow AI Strategy
• AI Workforce Training
• Change Management
• AI Agents
• Employee Experience

Best for: HR Professional, Director of AI/ML, Consultant

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Editorial summary, takeaway, and curation by AIssential. Original article published by Me, Myself, and AI.