From Insights to Impact Video Series

Season 4, Episode 2: Scaling Enterprise Transformation with ServiceNow and AI

In this episode, Joe Erskine, Product Group Leader, ServiceNow, sits down with Anita Chu, Deloitte Canada CIO, to explore Deloitte’s enterprise-wide ServiceNow transformation journey. What began as an IT modernization initiative has evolved into a global business platform supporting more than 407,000 practitioners across 150+ countries, powering 100 million work items annually through 5,000 workflows. Together, they discuss how platform consolidation, AI-powered experiences, and strong governance are helping drive productivity, transparency, and business value at scale.

What You'll Learn – From Insights to Impact:

• Transform beyond IT: Discover how Deloitte expanded ServiceNow from an IT platform into an enterprise-wide foundation supporting multiple business functions.
• Deliver seamless employee experiences: Learn how end-to-end workflows, self-service capabilities, and greater process transparency improved user satisfaction and operational consistency. 
• Accelerate productivity with AI: Explore how capabilities such as Now Assist and Virtual Agent increased self-service adoption, reduced ticket volumes, and improved access to knowledge and information. 
• Build trust through governance: Understand the importance of data security, privacy protections, and AI governance frameworks when scaling AI across the enterprise. 
• Scale for the future: Hear how Deloitte is expanding its AI journey, enhancing productivity, improving user experiences, and unlocking new efficiencies through the ServiceNow platform.

Season 4, Episode 3: Driving Modernization, Automation, and AI at Scale with UPM

In this episode, Peter Grydgaard, Nordic ServiceNow Practice Leader, Deloitte, speaks with Mervi Hämäläinen from UPM about the company’s long-standing ServiceNow journey and how the platform has become a critical enabler of digital transformation. From finance modernization and risk management to platform operations and AI innovation, discover how UPM is leveraging ServiceNow to support 25,000 users, increase automation, improve platform health, and deliver better experiences for employees, customers, and partners.

What You'll Learn – From Insights to Impact:

• Scale a platform across the enterprise: Learn how UPM expanded ServiceNow beyond initial use cases to support IT, HR, Legal, and Integrated Risk Management on a single platform. 
• Modernize and automate critical processes: Discover how finance transformation initiatives helped automate high-volume activities, including the processing of approximately 150,000 customer emails, while improving efficiency and service delivery.
• Improve risk visibility and governance: Explore how UPM increased transparency and automation in risk management processes by bringing Integrated Risk Management onto the platform.
• Build and maintain a healthy platform: Hear how a proactive Application Management Services (AMS) approach helped reduce incidents by nearly 40%, creating more capacity for continuous improvement and platform optimization.
• Prepare for the AI-powered future: Understand how UPM is incorporating AI into its service strategy, enhancing quality, accelerating service delivery, and exploring next-generation experiences that bring answers, services, and support together in a single destination.

Season 4, Episode 4: Dell’s Journey to Transforming Legal Operations for the AI Era

In this insightful conversation, Girish Srinivasan, TMT Industry Leader at Deloitte, speaks with Avanti Goff, Legal Operations Director at Dell, about the evolution of technology-driven legal operations and the foundational steps required to unlock the full value of AI. Drawing on a transformation journey spanning several years, they explore how modern legal organizations are rethinking processes, embracing self-service, improving data quality, and preparing for the next wave of AI-powered and agentic capabilities.

What You’ll Learn – From Insights to Impact:

• Build a technology-led legal function: Discover how Dell has integrated multiple technologies into legal operations to modernize work practices and drive more efficient ways of working. 
• Rethink processes, not just technology: Learn why successful transformation requires redesigning workflows and operating models rather than forcing new technologies to fit legacy processes. 
• Lay the groundwork for AI success: Explore the importance of self-service capabilities, accessible data, and strong data quality as foundational elements for scaling AI initiatives. 
• Move from AI assistance to AI action: Understand how organizations are progressing from AI-powered assistance and augmentation toward future agentic capabilities that can perform tasks and drive outcomes autonomously. 
• Cooperate for long-term transformation: Hear why trusted advisors play a critical role in helping organizations challenge the status quo, navigate complexity, and prepare for the future of work and business operations.

Season 4, Episode 5: ServiceNow Is Core. Operate Is the Engine. Innovation Is the Outcome.

In this episode, Vikas Agarwal, Global ServiceNow Operate Leader at Deloitte, is joined by Deloitte leaders Jishnu Mullick, Sam Pearson, and Araja Katiki Reddy to discuss how organizations can maximize value from their ServiceNow investments through a connected Operate-to-Innovate approach. Together, they explore how AI-powered workflows, operational excellence, and continuous innovation are helping organizations transform ServiceNow from a technology platform into a driver of enterprise-wide business value.

What You'll Learn - From Insights to Impact:

• Expand beyond IT: Turn ServiceNow into an enterprise-wide business platform.
• Accelerate AI adoption: Unlock productivity with embedded AI and out-of-the-box workflows.
• Operate and innovate together: Drive faster improvements and continuous innovation.
• Connect the enterprise: Extend value across HR, finance, procurement, and operations.
• Build for the future: Create scalable service delivery models that deliver lasting business value.

Season 3, Episode 2: Accelerating HR Transformation at Fortive with Deloitte and ServiceNow

Discover how Fortive is reimagining the employee experience with speed, data-driven insights, and strategic use of ServiceNow. In this episode, Greg Vert, Human Capital Applied AI Leader, Deloitte, sits down with Linda Nguyen, VP HR Technologies & Services Transformation at Fortive, to explore how their rapid HRSD implementation, powered by Deloitte’s FastForward EX Accelerator, is delivering measurable impact and setting the stage for an AI-enabled future.

What you’ll learn:

• How Fortive launched a global HR shared services model across 50 countries in just four months
• How Deloitte’s accelerator helped Fortive go live with ServiceNow HRSD at speed and scale
• How rich data insights are transforming HR operations, driving CSAT, and surfacing previously unseen employee needs
• What’s next: Fortive’s vision for a fully connected enterprise experience and how AI will power even faster personalization and innovation

Season 3, Episode 3: Designing the Future with Agentic AI and Human Ingenuity

Join Mike Bechtel, Chief Futurist at Deloitte, and Brian Solis, Head of Global Innovation at ServiceNow, as they explore how organizations can move beyond automation and efficiency to achieve transformational, human-centered outcomes with agentic AI. In this inspiring conversation, they discuss what it takes to design intentional workflows, integrate AI agents with empathy, and unlock exponential growth through imagination and innovation.

What you’ll learn:

• How agentic AI shifts the focus from superhuman intelligence to effective digital teamwork
• Why intentional business design is key to complementing human skills with AI
• How organizations can move beyond efficiency to create breakthrough, future-defining outcomes
• Why imagination, curiosity, and self-disruption are essential to becoming architects of tomorrow"

Season 3, Episode 4: Redefining HR with People Analytics and AI

Join Art Mazor, Principal, Deloitte Consulting, and Brandon Roberts, GVP, People Analytics & AI, ServiceNow, as they explore how data and AI are reshaping the HR landscape. Discover why people analytics is evolving from static reporting to dynamic decision-making—and how AI is unlocking new capabilities across the workforce.

What you’ll learn:

• How organizations are shifting from static dashboards to real-time, in-flow-of-work data insights
• Why data quality matters—but why waiting for “perfect data” can slow transformation
• How AI is redefining HR roles and the need for enterprise-wide upskilling
• Why data and AI literacy are now foundational to creating business value

Season 3, Episode 5: Accelerating AstraZeneca’s Life Sciences Transformation through ServiceNow Replatforming

Join Richard Baderman, Partner, Life Sciences, Technology & Transformation, Deloitte, and Dinesh Krishnan, Global Head of Enterprise Platforms at AstraZeneca, as they discuss how AstraZeneca transformed its legacy ServiceNow platform to power its ambitious growth and innovation goals. Discover how overcoming operational challenges enabled faster delivery of life-saving medicines while unlocking productivity and cost savings across IT, HR, finance, and R&D.

What you’ll learn:

• The challenges of managing a legacy platform hindering business growth and transformation
• How a bold replatforming initiative helped AstraZeneca accelerate its strategic ambitions within a compressed 9-month timeframe
• Examples of innovation unlocked by the new platform, including GenTech Augmented Reality and Moveworks to enhance productivity
• The critical role of partnership, enterprise-wide collaboration, and top sponsorship in successful digital transformation

Season 3, Episode 6: Enhancing AstraZeneca’s IT Portfolio Management with ServiceNow Replatforming

Join Christine Lyman, AstraZeneca Replatform Program lead, Engagement Partner, Deloitte, and Jenn Pye, Senior Director, IT Portfolio Management at AstraZeneca, as they explore how replatforming the Strategic Portfolio Management (SPM) capabilities enabled greater agility, efficiency, and innovation. Learn how reducing legacy customizations unlocked powerful new features like the Strategic Planning Workspace and set the stage for streamlined collaborative work management across AstraZeneca’s IT teams.

What you’ll learn:

• The impact of heavy customizations on legacy ServiceNow upgrades and functionality within AstraZeneca’s IT portfolio management
• How rigorous de-customization and platform modernization enabled dynamic roadmapping and easier access to new features
• The upcoming adoption of Collaborative Work Management to simplify project management for diverse teams
• The importance of a skilled, cross-functional team and strong collaboration with Deloitte to drive program success

Season 3, Episode 7: How TD Bank Group Is Modernizing HR with ServiceNow and Deloitte

Discover how TD Bank Group transformed its employee support experience by implementing a modern HR help desk system using ServiceNow. In this episode, Stephen Collins, Solution Architect & Delivery Lead, Deloitte, sits down with Raffaello Petracchi, Executive Product and Technology Owner, TD Bank Group, to unpack their collaborative journey—from a legacy system overhaul to building a sustainable model that supports 90,000 employees.

What you’ll learn:

• How TD Bank Group replaced legacy systems with a seamless, modern HR platform in just 10 months
• Why close business-technology collaboration was critical to balancing experience, scope, and delivery speed
• How TD Bank Group built a sustainable internal capability to ensure long-term platform success
• What’s next: how TD Bank Group plans to unlock the power of generative AI to enhance employee and HR support experiences

Season 3, Episode 8: Elevating Service Management at Colruyt Group with Deloitte and ServiceNow

Join Ruben Raveel, Director and ServiceNow Offering Leader, Deloitte, together with Johan Borgers, Domain Responsible Service & Process, Colruyt Group, and Stijn Van Craeynest, Head of Center of Excellence IT Service Delivery & Orchestration + Platform Owner, Colruyt Group, as they discuss how Colruyt Group is transforming its ServiceNow platform to drive operational excellence and scale enterprise-wide workflows.

What you’ll learn:

• The challenges of managing a highly customized legacy ServiceNow environment that limited agility and upgradeability
• How collaboration with Deloitte enabled Colruyt Group to replatform their ServiceNow ecosystem with a strategic focus on scalability and global support
• Key innovations unlocked by the new platform, including expansion beyond IT Service Management into Customer Service Management (CSM) and HR Service Delivery (HRSD)
• The vision to extend ServiceNow workflows across retail, supply chain, and other core business processes, enabling a future-ready, integrated service management backbone

Season 2, Episode 2: Dominic Riemer & Christian Kögler

Join Dominic Riemer, Deloitte Director of Technology Strategy & Transformation, and Christian Kögler, Schaeffler Shared Services Digitalization Coordinator, as they discuss the major challenges facing global business service organizations today, and insights for driving efficiency from your digital transformation.

Season 2, Episode 3: Mike Bechtel & Brian Solis

Join Mike Bechtel, Deloitte Chief Futurist, and Brian Solis, Head of Global Innovation at ServiceNow, as they explore the transformative potential of Generative AI. You’ll learn how this groundbreaking technology is not just a tool for efficiency but a catalyst for human creativity and imagination.

Season 2, Episode 4: Harald Heimensen & Scott Pyles

Join Harald Heimensen, Partner and ServiceNow Master Architect at Deloitte, and Scott Pyles, Chief Technology Officer at Fonterra as they explore how the diary giant is using ServiceNow to enhance business operations. Gain insights into the challenges of managing IT across a global organization and how new technology is helping Fonterra stay ahead in a competitive industry.

Season 2, Episode 5: Heather Stockton & Teresa Briggs

Join Heather Stockton, Global Consulting Services, Technology & Transformation Leader at Deloitte, and Teresa Briggs, Board Member at ServiceNow, as they dive into the pivotal topic of women in technology. From creating diverse teams to embracing authenticity, this conversation is packed with actionable insights and powerful stories!

Season 2, Episode 6: Vikas Agarwal & Sabu Bose

Join Vikas Agarwal, Managing Director and Operate Leader for IT Operations, ServiceNow and Sustainability/ESG at Deloitte, and Sabu Bose, VP of Digital Planning, Strategy & Transformation at Fairview Health Services, as they explore how Fairview Health Services is transforming operational efficiency, enhancing user experiences, and leveraging data for strategic decision-making thanks to cutting-edge technology.

Season 1, Episode 2: Abdi Goodarzi & KK Dave

Join Deloitte’s Enterprise Performance and Emerging Enterprise Platforms leaders Abdi Goodarzi and KK Dave for a discussion on how to unlock business value from the SAP platform and optimize enterprise performance. Discover the current challenges faced by ERP clients and the benefits of using ServiceNow to simplify ERP processes and improve productivity.

Season 1, Episode 3: Saurabh Dubey and Edua Dickerson

Join Deloitte's Global ServiceNow Sustainability, Climate & Equity Leader, Saurabh Dubey, and ServiceNow's VP of ESG & Finance Strategy, Edua Dickerson for their insights on modern day sustainability challenges and approaches. Tune in for a lively discussion on measurement & reporting, setting shared objectives, empowering behavioral change through technology, and how the ServiceNow platform is helping organizations reach their net-zero goals.

Season 1, Episode 4: Larry Larmeu and Keith Pearson

Join Deloitte's UK ServiceNow Financial Services Director, Larry Larmeu, and ServiceNow's Global Head of Financial Services Go-to-Market, Keith Pearson as they discuss the complex challenges financial services institutions are facing. An accumulation of diverse tech tools have over-complicated operations and inhibited growth. Learn how they believe these organizations can simplify and consolidate technology architectures while keeping humans at the center to drive critical transformation.

Season 1, Episode 5: Gary Cole and Gretchen Alarcon

Join Deloitte's ServiceNow Workforce Experience Leader, Gary Cole, and ServiceNow's SVP of Employee Workflows Products, Gretchen Alarcon as they discuss the ever-evolving workforce landscape and the challenges today's employees face as a result. Learn how technology, like generative AI, is poised to revolutionize the way organizations operate and gain a glimpse into a future where AI-driven innovations harmonized with human expertise lead to a more agile, adaptable, and efficient workforce.

Season 1, Episode 6: Cameron Douglas-Savage and Adam Brand

Join Deloitte's ServiceNow Healthcare Industry Lead, Cameron Douglas-Savage, and Gold Coast Hospital's Medical Director for Digital Informatics, Adam Brand as they explore current challenges faced by healthcare leaders and how leveraging digital workflows can improve both the patient and clinician experience. Learn how Gold Coast Hospital is utilizing ServiceNow to bridge the gap between clinical and administrative processes, revolutionizing healthcare delivery with a lean, efficient approach.