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 UK & I Executive Circle Podcast, host Kat Finch sits down with Rob Barnes, Chief Digital and Technology Officer at ASDA, for an insightful conversation about the retailer's ambitious digital transformation journey.

Rob shares his experience transitioning from consultancy at Accenture to in-house roles at Marks & Spencer and ASDA, highlighting key lessons from both worlds. He provides a behind-the-scenes look at ASDA’s large-scale technology overhaul following its separation from Walmart—one of the most significant transformations in modern retail history.

The discussion also explores the role of AI in shaping the future of retail, from improving customer service and supply chain optimization to enhancing in-store experiences and cybersecurity. Rob addresses the long-standing debate on the "death of the high street," arguing that physical stores remain integral to retail and discussing how AI and automation can drive greater efficiency across both online and brick-and-mortar shopping experiences.

Whether you're in retail, technology, or business leadership, this episode offers valuable insights into digital innovation, AI’s growing impact, and how retailers can stay ahead in an ever-evolving landscape.

Tune in for a thought-provoking discussion on the intersection of technology, retail, and digital transformation!

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