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Hi, I am Art Mazor and I'm here

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with Brandon Roberts,  I'm a Partner

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with Brandon Roberts,  I'm a Partner

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in our practice in human capital

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and focus in on helping large

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organizations make big transformations.

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I'm Brandon Roberts.

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I lead our people analytics and AI

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function within HR at ServiceNow.

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You've had such extensive

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experience in people analytics.

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Maybe tell us a little bit about

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how organizations can leverage

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data to enhance their talent

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management strategies effectively.

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I think the core of how people analytics

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delivers value has been the same for

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a long time and continues to be the

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same, which is we're here to deliver

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high quality centralized data for

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the core HR use cases, so workforce

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planning, engagement, retention.

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What's changing though, and I think this

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is a really interesting time in people

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analytics is we've been talking about this

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concept of data in the flow of work for a

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long time, but the reality of most people

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analytics functions is not there, right?

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Most people have to go to some BI tool,

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click into a dashboard, get an insight,

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then figure out how to translate it back

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into some action in a different place.

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So what I think is really interesting

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about what's happening with AI and

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a lot of what we're doing internally

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at ServiceNow is how do we create

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a single interface where people

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can interact both with the data

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and take action in the same place?

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So fundamentally, I think people analytics

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is still delivering value by centralizing

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data, creating high quality data, focusing

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on those core use cases, but the interface

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and how we're actually influencing actions

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and decisions is changing right now.

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How important is data

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cleanliness in all of that?

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I have sort of two perspectives.

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I think data cleanliness is key for sure.

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Like you can't argue that all of

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the AI solutions, they're basically

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an output of the quality of your

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data, foundationally, that is true.

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What I think is also true is you're

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never going to have perfect data and you

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cannot wait until that data is perfect.

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You need to start on this,

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and it's gonna surface things.

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You're gonna find out that your

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data's not perfect, but by showing

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it, by using the tool, you're gonna

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realize, Hey, I need to fix this data.

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This is what's going

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wrong with our process.

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Let's go back there and

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actually make it higher quality.

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And I think a lot of organizations

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are waiting and saying, okay, I

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gotta, I gotta fix my data first.

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I think you can do both

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kind of simultaneously.

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That makes so much sense.

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You all at ServiceNow have been undergoing

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transformation of the people function,

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and as you've been doing that, what do you

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think are some of the biggest challenges

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you've encountered in implementing the

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changes that you wanted to achieve?

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I mean, data's the big one,

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and it's not just quality.

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I think it's also the amount of data,

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the relevancy of the data to the

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questions we're trying to answer.

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There's still a lot of information that

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would be helpful for HR functions that we

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don't have access to or we don't capture.

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So I think data is a big one.

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I think the biggest one from

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my perspective is skills.

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So skills within the organization.

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What I think AI is going to

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do is fundamentally being a

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subject matter expert becomes

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significantly less important.

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And having that subject matter

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expertise will give you some advantage.

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But fundamentally, every single

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role is going to need to have that

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AI literacy, the data literacy,

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to be able to drive their function

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forward, to change the way that

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they're doing work day in and day out.

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And so this concept that you're

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going to just have your information,

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you're the subject matter expert,

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you're going to deliver, the value

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is going to completely change.

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We're all gonna be closer to kind of

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product managers using technology and AI

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to get whatever work we need to get done.

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And I think that's a huge shift

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in terms of the skills you need

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in order to get there and what

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people are doing day to day.

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And so I think that's a huge barrier,

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especially in HR. I think it's true

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of actually every function in the

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organization, but especially in HR. So

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that reskilling, that upskilling, we've

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been talking about that a lot internally

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at ServiceNow, is how do we do that?

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And I think that's the key

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to this transformation.

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And it's elevated with AI, I mean

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the power of AI now to elevate this,

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the function is just huge isn't it.

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Yeah, absolutely.

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And it's just accelerating it too.

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We've been talking about data literacy

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in HR for 30, 40 years, right.

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There's nothing new about that,

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but I think we always fell back on,

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well, I'm the subject matter expert.

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I have something that's really

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differentiated about my role that changes

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over time with AI, and you really have

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to become data literate, AI literate,

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to deliver value for the organization.

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Awesome.

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So good to chat with you.

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Thanks for joining me today.

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Yeah.

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Nice to chat with you.

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Thank you.