Empathy in Action: Building Accessibility at ServiceNow

In this episode of TechBytes, host Bobby Brill is joined by Eamon McErlean and Tony Morales from ServiceNow to explore the vital role of accessibility in technology. As leaders in inclusive Gen AI, they emphasize the importance of integrating accessibility into product development from the ground up. Through personal experiences and industry insights, Eamon and Tony illustrate how empathy enhances accessibility awareness and drives change. The conversation highlights new initiatives at ServiceNow, the transformative role of AI in accessibility, and the importance of creating inclusive software that benefits everyone. This candid discussion also touches on personal experiences with disabilities and the business advantages of prioritizing accessibility in the tech industry.

To view this podcast with audio captions, please watch on YouTube -
https://youtu.be/mh8EZejKT4s

Check out our YouTube channel for more - https://www.youtube.com/@ServiceNowDocs/featured

Also, visit The Accessibility and Gen AI Podcast - https://www.youtube.com/@A11yGenAI

Guests -
Eamon McErlean - VP and Global Head of Accessibility
Tony Morales - Sr. Accessibility Inclusion Manager/Lead
Host -
Bobby Brill

00:00 Introduction to Accessibility
00:27 Meet Eamon McErlean
01:29 Understanding Accessibility at ServiceNow
02:32 Tony Morales' Journey
04:07 ServiceNow's Accessibility Initiatives
09:55 The Importance of Empathy in Accessibility
26:06 AI and Accessibility: A Game Changer
31:10 Conclusion and Final Thoughts

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At TechNetCyber24, Francis Rose explored pressing cybersecurity challenges and strategies within the government sector with cyber experts, included ServiceNow's Mike Rohde. Discussions emphasized the need for effective data management and AI integration, the importance of adopting Zero Trust Architecture to combat sophisticated threats, and innovative strategies for retaining skilled cybersecurity professionals. Automation and AI were highlighted as crucial for enhancing efficiency and job satisfaction, while industry collaboration was noted as vital for driving innovation and knowledge transfer. A unified approach to these issues is essential for bolstering cybersecurity resilience across sectors.

Link to YouTube Video: https://youtu.be/fmUXk-enrIg?feature=shared

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In today's episode, Break Point ushers in a fresh, new era, shaped by the voices of our listeners. Join us as we go through their feedback and craft what Break Point 3.0 will be together.

Topics

• 00:00 Welcome & Introductions
• 03:00 Would you listen to Break Point more frequently if there was a video component on the Dev Program YouTube channel?
• 04:30 How frequently do you listen to new episodes of Break Point?
• 08:46 What are your favorite types of episode?
• 12:38 What are your favorite aspects of Break Point that you want to see remain constant through this next phase?
• 16:47 What are aspects of Break Point that need improvement?
• 23:28 Are there any topics / guests you would like to see featured in the near future?
• 25:30 Conclusion & Outro

Links

• #BuildWithCreatorStudio
• Hacktoberfest 2024

Check Out the Other ServiceNow podcasts.

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Hear Jonathan Alboum, Federal CTO at ServiceNow, as he discussed the transformative impact of AI on cybersecurity in government agencies. He emphasized the use of AI to maintain a strong cyber defense, detect anomalies, and respond to incidents more effectively. Alboum highlighted the ability of AI to reduce false positives and focus human resources on high-value tasks. He pointed out that while AI can significantly enhance cybersecurity measures, it is crucial to ensure transparency and human oversight in AI-driven processes. He also stressed the importance of balancing the rapid adoption of AI technologies with maintaining a skilled cybersecurity workforce.

Link to YouTube Video: https://youtu.be/xzgLyRn75FM?feature=shared

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In this episode, Guillaume Seynhaeve (G), SVP of Partnerships and Alliances at 3CLogic. He advises and supports the organization's strategic initiatives, including the oversight of 3CLogic's ServiceNow offerings. With over 20 years of experience in both sales and customer service, he has held leadership in the financial and communication industry, and he's a recognized expert in SAS, CSAS, AI, and CX, a ServiceNow enthusiast of 12 years. He holds his bachelor's degree from Boston College and an MBA from the University of Maryland. Welcome to the show.

The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Sohail Ali

Key highlights of the episode:

6:58 - Guillaume shares an incident about his personal experience with customer service

14:45 - How ServiceNow helped 3CLogic efficiently resolve complex customer service issues?

20:22 - How AI comes into the equation to improve customer experience, both for the customer and probably at the agent interface?

24:20 - How 3CLogic and ServiceNow are trying to better optimize AI to effortlessly solve customer problems faster?

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Health IT – is it about healthcare or security or is it IT? Is it about Clinicians, Nurses or Patients? What about the technologies and the core systems? Who’s minding the store on PII and PHI? AI and GenAI are here, can we start on that journey?

YES!

None of these are less important than the other and compete for an organization’s attention. But how many, how much, how complex are further questions that arise. How many different systems? How much time is an individual spending when health is at stake? How complex is the navigation through all of this causing an undesirable experience and inefficient process, not to mention increased costs.

Speakers:
Jonathan Alboum, Federal CTO, ServiceNowArunkumar
(Arun) Iyer, Principal Executive Architect and Field CTO, ServiceNow

Link to YouTube recording: https://youtu.be/pAt0twuhnPk

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To respond and adapt at speed to evolving mission requirements, the government must modernize delivery by using a digital-first approach, incorporating automated workflow technologies to deliver standout workforce experiences, and achieve objectives quickly and securely. Tune in to this session to hear real-world perspectives on modernizing mission systems, applications and experiences.

Featured Speakers:
• Kinga Ulery, Director, Federal Civilian, ServiceNow
• Veronica Brown, Branch Chief, Office of Program Management Food, and Nutrition Services, Office of Information Technology, Department of Agriculture
• Terry Carpenter, Chief Information Officer and Chief Technology Officer, National Science Foundation

Click here to view recording

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In this episode of the ServiceNow Executive Circle podcast, Gina Gill, Chief Strategy Officer at Tthe Governments Central Digital and Data Office (CDDO), discusses how technology transformation offers organisations a unique opportunity to reevaluate and realign their strategic vision, values, and employee skill sets. Gill highlights the need for a unified digital vision across departments and the removal of barriers like outdated funding models and lack of incentives for collaboration.

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