Brandon Roberts, leader of Talent Strategy and Workforce Transformation at ServiceNow, joined us on The Modern People Leader. We talked about how ServiceNow is redesigning HR for the AI era, why every role needs to be mapped for AI impact, and more.
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(09:30) Creating ServiceNow’s Talent Strategy and Workforce Transformation Organization
(14:45) How AI Supercharges ServiceNow’s Workflow Platform
(21:50) Now Assist and the Productivity Shift in HR Operations
(22:55) Why ServiceNow Reinvested AI Productivity Gains Instead of Just Cutting Costs
(25:15) How AI Is Changing Software Engineering Roles
(29:25) Building an AI Heat Map for Every Role in the Company
(35:05) AI Control Tower, Usage Signals and Where to Invest Transformation Resources
(36:45) Employee Works and the Agent Orchestration Layer for HR
(38:30) Data Agent, Engagement Agent and Real-Time People Insights
(41:00) The Reskilling Challenge for HRBPs Using AI-Powered Insights
(43:25) People Strategists, People Technologists and People Scientists
(47:30) Why Brandon and Jacque Built the ServiceNow AI Transformation Playbook
(51:15) Why Companies Are Too Focused on Technology and Not Enough on Skills
(52:05) Helping People Step Away From Their Work Identity as Roles Change
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Past guests on MPL include Brené Brown, Annie Dean (VP of Team Anywhere, Atlassian), Josh Bersin, Katie Burke (Chief People Officer, Harvey), Liz Fosslien, Helen Russell (Chief People Officer, HubSpot), Dave Scott (Chief People Officer, ADT), Melanie Rossenwasser (Chief People Officer, Dropbox), Crystal Boysen (Chief People Officer, Sprout Social), and many more.
