Data teams spend enormous energy building pipelines, platforms, and governance frameworks but often skip the most fundamental step: truly understanding what people are actually asking for. In this episode, Juan and Tim sit down with data librarians Jenna Jordan and Amalia Child to explore why library science may be the missing lens for data work.

At the heart of the conversation is the reference interview, a structured technique librarians use to uncover a user's "true information need," which almost never matches the first question they ask. From establishing trust and listening without judgment, to asking open-ended questions and verifying whether the need was actually met, the reference interview offers a rigorous, repeatable framework for anyone serving data users.

If you've ever wondered why data projects deliver less value than expected, this episode will reframe the problem entirely and give you a practical toolkit to start closing the gap.

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Data teams obsess over pipelines and platforms but often skip the most fundamental step: truly understanding what people are actually asking for. We chat with data librarians Jenna Jordan and Amalia Child who share a framework for exactly that; it's called the reference interview, and it might be the most practical toolkit data teams have never used.

See omnystudio.com/listener for privacy information.

AI governance at scale — what it means, how to do it, and what regulations you need to know now. Host Bobby Brill brings together five ServiceNow experts across two conversations for a complete 20-minute briefing on governing AI in the enterprise.

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WHAT WE COVER
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RAVI KRISHNAMURTHY — VP, AI Platform, ServiceNow
Why hidden AI is one of the biggest unmanaged risks in the enterprise — and why governance is an accelerator, not a brake.

PETER WEIGT — Responsible AI, ServiceNow
The innovation paradox: how AI Control Tower makes governance a team sport and breaks down the silos that slow AI deployment down.

SAMPADA CHAVAN — AI Control Tower, ServiceNow
How AI Control Tower was built, what the discovery problem really looks like, and why compliance must be baked into the AI lifecycle — not bolted on at the end.

ANDREA LAFOUNTAIN — AI Legal, ServiceNow
The three regulatory frameworks every enterprise needs to know: EU AI Act, Colorado AI Act, and NIST. Plus: the compliance strategy that scales across all of them.

NAVDEEP GILL — Responsible AI, ServiceNow
The math on enterprise AI compliance — why it's exponential — and how AI Control Tower's automated discovery keeps you ahead of it.

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CHAPTERS
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0:00 Introduction
1:23 The Hidden AI Problem — Ravi Krishnamurthy & Sampada Chavan
5:33 AI Control Tower in Practice — Peter Weigt & Sampada Chavan
7:37 The Regulatory Landscape — Andrea LaFountain & Navdeep Gill
14:38 Compliance in Action & Key Deadlines
17:05 Wrap-Up

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KEY DATES TO KNOW
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EU AI Act enforcement: August 2026
Colorado AI Act enforcement: June 2026
NIST AI RMF: Voluntary framework, increasingly referenced by regulators

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LEARN MORE
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ServiceNow AI Control Tower: https://www.servicenow.com
NIST AI Risk Management Framework: https://www.nist.gov/artificial-intelligence

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ABOUT THIS PODCAST
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Hosted by Bobby Brill. A ServiceNow podcast exploring the people, technology, and ideas shaping the future of work.

#AIGovernance #ServiceNow #AIControlTower #ResponsibleAI #EUAIAct #EnterpriseAI #AICompliance #FutureOfWork #NowAssist #Podcast

See omnystudio.com/listener for privacy information.