In this episode of the ServiceNow Executive Circle podcast, Kat Finch sits down with Alex Hunter — global brand expert and former Global Head of Digital at Virgin Group — for a fast-paced, deeply insightful conversation on customer experience, AI, and why brand trust still matters more than ever.

Drawing on stories from his time launching Virgin America to helping brands today navigate generative AI, Alex urges businesses to start with the problem, not the platform. He explores how AI can be used to deepen human connection, not dilute it, and why the brands that succeed are those that focus on making life easier — not noisier — for their customers.

Whether you're in marketing, digital, or C-suite leadership, this is a masterclass in keeping brand experiences human at a time when everything feels increasingly automated.

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How Lloyds Banking Group is redefining colleague experience through agile transformation and GenAI.

In this edition of the ServiceNow UK & I Executive Circle Podcast, host Kat Finch talks with Claire Sherwin, Colleague Success Director at Lloyds Banking Group, as they discuss how one of the largest financial institutions in the UK is changing its people strategy, leveraging technology and agility, while maintaining a human-first approach.

Since Claire’s arrival in early 2024, she has detailed her digital transformation journey and shift to agile ways of working to enhance colleague experiences. Claire shares how the bank is measured in its decisions regarding the use cases it is developing and deploying to leverage AI; it looks at automation versus human decision-making and how it combines the two distinctly. The bank's approach to personalised development opportunities, leveraging Microsoft Viva Learning, is designed to do just that.

Claire also discusses the typical resistance to AI and automation. She emphasises the need to build trust through familiar, easy-to-use interfaces and clear communication. She supports a step-by-step approach that includes feedback from colleagues in shaping the technology that serves them.

If you are an HR professional, involved in digital transformation, or in a leadership role, this episode has a number of vital nuggets that reflect the importance of connecting people, platforms, and purpose at scale.

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In this episode of the ServiceNow Executive Circle Podcast, Jacqueline McGirr, VP of Global Change & Employee Experience at Kerry Group, shares her journey and insights on transforming HR service delivery through technology, automation, and AI. Drawing from over two decades at Kerry, Jackie discusses the evolution of their Global Business Services (GBS) model, the importance of integrating IT and HR functions, and how they're using platforms like ServiceNow to streamline and enhance employee experiences globally.

Jackie also reflects on the role of AI in enabling more human-centred support—balancing automation with empathy, upskilling employees for the future, and preparing for agentic AI. She highlights Kerry’s forward-looking approach, including their newly formed AI Governance Forum and how GBS can evolve from a transactional hub to a strategic engine room for innovation and operational excellence.

If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com

And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.

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