The Employee Experience Operating System: Transforming Work with AI.

Written by Matthew Robinett | October 28, 2026

A nurse at the end of a twelve-hour shift has three minutes to get help. Too often, she lands on a portal that points to another portal, picks one of 200 request types at random, and waits weeks while the ticket bounces between teams.

This on-demand webinar shows how ServiceNow EmployeeWorks changes that story. Brian de Boer of Providence, Matt Johnson from Moveworks (now part of ServiceNow), and Matt Robinette of INRY discuss how AI is reshaping both the employee experience and the operations behind it, and why connecting the two in a governed way is what turns AI investment into real outcomes.

Learn how Providence moved from a build-first approach to an out-of-the-box enterprise front door, how horizontal and vertical AI work together, and what has to change in content, data, and cross-team governance to make an AI-powered employee experience operating system work at scale.

Key Takeaways

Connect the front-end experience and back-end operations to turn AI from faster answers into completed outcomes
Balance horizontal AI for everyday productivity with deep vertical AI inside ServiceNow, Workday, SAP, and clinical systems
Escape the build-first trap: why day-two support of custom AI use cases led Providence to an out-of-the-box approach
Build the foundation first: trustworthy data, current knowledge articles, and validated connectors prevent hallucinations
Break down the walls between IT, HR, legal, and risk so the enterprise front door serves every caregiver need
Deliver multilingual support from a single source of knowledge, without rewriting content for every country
Gain cost certainty compared with usage-based token billing from frontier model providers
Get a preview of what's next: voice integration, ERP integrations, Teams and Copilot connectivity, and employee-built productivity assistant

Highlight	Timestamp
Welcome & Introductions – Matt Robinette, Matt Johnson, Brian de Boer	0:00
How AI Is Changing Experience and Operations: The AI Operating System – Matt Johnson	2:15
Starting with the Caregiver: Providence's AI Vision – Brian de Boer	4:10
Vertical vs. Horizontal AI: Making Them Work Together – Brian de Boer	5:40
From 35 Use Cases in 18 Months to 95 in 90 Days – Brian de Boer	7:30
The Moveworks Journey and What ServiceNow Adds – Matt Johnson	12:20
Building the Foundation: Data, Knowledge, and Cross-Team Governance – Brian de Boer	15:45
From Caregiver Experience to Patient Experience – Brian de Boer, Matt Robinette	21:00
Results Across Industries: Multilingual Support and Cost Certainty – Matt Johnson	23:10
Why Providence Chose EmployeeWorks – Brian de Boer	28:00
What's Next: Voice, ERP, Copilot Integration, and the Orchestration Layer – Brian de Boer	32:30
The Road Ahead: Toolsmith, Productivity Assistants, and Headless AI – Matt Johnson	37:15
Q&A and Closing – Matt Robinette	41:30

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