What's Happening?
ServiceNow is shifting its approach to employee readiness by emphasizing active, applied learning connected to daily work. Jayney Howson, Senior Vice President of Global Workforce Skills and Talent Readiness
at ServiceNow, highlights the importance of creating 'mind gyms' where employees can develop judgment, creativity, and leadership skills in an AI-driven workplace. This approach moves away from traditional training models, focusing instead on continuous development supported by real-time validation. ServiceNow aims to upskill 3 million learners by 2027, prioritizing 'minimum viable time to readiness' to track how quickly employees can apply new skills. The initiative reflects a broader change in learning culture, where psychological safety and experimentation are key to fostering growth.
Why It's Important?
The shift towards active learning is crucial as AI increasingly takes on cognitive tasks, leaving employees to focus on skills that machines cannot replicate. This approach not only enhances individual capabilities but also strengthens organizational resilience in a rapidly evolving environment. By prioritizing skills like judgment and creativity, ServiceNow is preparing its workforce to lead with clarity in uncertain situations. This strategy is essential for maintaining a competitive edge, as it addresses the potential cognitive dependency on AI and ensures employees are equipped to thrive in an AI-native workplace. The initiative also aims to close the trust gap between employees and leadership, fostering a culture of empowerment and continuous learning.
What's Next?
ServiceNow plans to continue developing its 'mind gyms' and expand its upskilling efforts to reach its goal of 3 million learners by 2027. The company will focus on creating structured spaces for employees to test decisions and build resilience alongside AI. This includes fostering habits, feedback loops, and communities of practice as core elements of early-career development. As organizations invest in AI tools, ServiceNow anticipates a trust gap to emerge, which it aims to address through clearer communication, personalized learning, and spaces for ongoing practice. The company will also monitor the effectiveness of its learning initiatives and adjust strategies to ensure employees feel empowered and equipped to succeed.
