From Insights to Impact Video Series
AI is changing the game—fast. In this exclusive series, Deloitte and ServiceNow sit down with technology leaders to uncover how organisations are operationalising AI, simplifying complexity, and accelerating transformation.
Real stories. Clear strategies. Measurable results.
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 Centre 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.
Harald Heimensen
I am an Enterprise Service Management specialist with over 15 years of experience across sectors and industries including Financial, Agri, Healthcare and Government. I specialise in ServiceNow and have delivered 50+ large scale projects in both Europe and New Zealand. I’m passionate about using technology to solve business problems. I focus on how people use technology and how it can be used to improve the ways people operate in their day to day work. My skills include: Enterprise Service Management Solution implementation, Process design, IT Maturity Assessments , Operating Models, and Data Reporting and analytics.
Neha Mishra
I'm deeply passionate about leveraging technology to solve real-world problems and create meaningful change for organisations. As a Director of Deloitte New Zealand’s Technology and Transformation practice, specialising in ServiceNow, I help clients create business value from their investment in ServiceNow. With over 35 successful large-scale implementations across New Zealand and internationally – including the United States, Australia, Japan and Singapore – I bring proven expertise in driving complex digital transformations. As New Zealand’s first female ServiceNow Master Architect, I draw on my unique perspective and technical leadership when collaborating with clients to help them redesign their service models, unlocking measurable business outcomes, boosting operational efficiency, and enhancing employee experience. My expertise spans ServiceNow architecture, enterprise technology strategy, agile methodologies and service management, all underpinned by a commitment to quality, scalability, and delivering real business value. I combine deep technical knowledge with strong leadership to guide clients through successful, sustainable change. I am also a strong advocate for women in technology, creating opportunities that inspire and empower the next generation of women leaders.
Matt Cooper
Global experience has helped me develop a passion for delivering impact to our clients by implementing ServiceNow Practices into their business. After spending three years in the UK where I built the ServiceNow practice in the London firm, I went onto lead some more of the complicated and challenging ServiceNow implementations within the EMA region. With 10 years’ experience in business transformation initiatives around the globe. I’m passionate about real and impact HR transformation through an experience design lens. I’m an experienced finance professional and chartered accountant with strong finance experience as a business partner and technology implementation lead.
Season 3, Episode 1: From AI Hype to Enterprise Action - Where to Start and How to Scale
In this bold conversation, ServiceNow’s Amit Zavery, President, CPO & COO, joins Asish Ramchandran, Global ServiceNow Chief Commercial Officer, Deloitte, to explore how generative and agentic AI are shifting from experimentation to enterprise execution. Discover how digital workers, intelligent orchestration, and cross-platform integration are helping leading organisations drive real outcomes—today.
What You’ll Learn – From Insights to Impact:
- Move from hype to action: Learn how to shift from AI experimentation to scalable execution with ServiceNow’s agentic AI platform.
- Unlock end-to-end automation: Discover how digital workers are completing complex tasks—not just surfacing insights.
- Simplify complexity with interoperability: Understand why seamless integration across enterprise systems is essential for AI success.
- Take the first step: Get practical guidance on where to begin, how to prioritise, and which early wins deliver the most value.
- - Prepare for what’s next: Hear how AI will become the default operating model—impacting every industry, every workflow, and every business decision.
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 personalisation 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 organisations can move beyond automation and efficiency to achieve transformational, human-centred 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 organisations 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 organisations 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 Programme 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 customisations 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 customisations on legacy ServiceNow upgrades and functionality within AstraZeneca’s IT portfolio management
- How rigorous de-customisation and platform modernisation 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 programme success
Season 3, Episode 7: How TD Bank Group Is Modernising 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 Centre 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 customised 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
