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Organizations Treat AI As Iteration Not Innovation
8.1
At the Home Care Innovation Forum, Brian Solis, ServiceNow’s Chief of Global Innovation, warned companies are misapplying AI and cited ServiceNow’s AI Index showing maturity scores fell from 44 to 35 year-over-year. He highlighted executive-employee perception gaps (73% executives vs 47% employees), urged treating AI agents as digital employees, and cited IKEA’s chatbot reskilling that generated €1 billion.
Key Points
- 1Shows ServiceNow AI Index: maturity scores dropped from 44 to 35 year-over-year
- 2Highlights leadership perception gap: 73% executives vs 47% employees on AI strategy readiness
- 3Encourages cross-functional reimagining: treat AI agents as hires to unlock new revenue and roles
Scoring Rationale
Strong industry-level evidence and practical examples, but limited novel methodology and primarily strategic rather than technical guidance.
Sources
Public references used for this report.
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