In this preview of the ServiceNow Knowledge25 event, taking place May 6-8 in Las Vegas, Tom Smith speaks with Brian Solis, head of global innovation, ServiceNow, about the mindset shifts leaders need to navigate AI disruption and why innovation is no longer just about technology, it’s about rethinking value itself.
Highlights
Introduction and Overview of ServiceNow’s Innovation Office (00:20)
Solis’ role in providing strategic advice to customers, partners, and internal leaders is explained. He describes the Innovation Office’s charter for 2025, focusing on research, thought leadership, and work to help customers and executives understand future trends. Solis introduces the AI Maturity Model and the AI Index, which help companies understand how they are maturing in the AI era.
Key Reports and Customer Engagements (03:07)
Solis mentions specific reports created by his team, such as “How AI Agents Will Reshape the Future of Work” and “CRM in a Post-SaaS World.” The team has a unique approach of talking to customers first to understand their challenges and roadmaps, which guides its research. Solis references quotes from NVIDIA‘s Jensen Huang and Microsoft’s Satya Nadella to illustrate AI’s impact on business leaders. He discusses how creating content helps customers make sense of AI and gain clarity into their roadmaps.
Opportunities for Innovation with AI (05:57)
ServiceNow is an AI-native platform with opportunities for customers to innovate with AI. Solis explains the concept of reimagining value and exponential growth through AI, encouraging companies to think beyond cost savings and time efficiencies. He mentions various use cases for AI, including AI for automation and AI agents transforming operations.
Challenges and Maturity Curve of AI Adoption (09:16)
Solis explains that many companies are still in the early stages of AI adoption and are overwhelmed by the rapid pace of technological change. He again brings up the AI Maturity Model and the AI Index, which provide insights into how companies are maturing in the era of AI. There’s a need for a new type of leadership that can navigate AI’s challenges and opportunities.
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Leadership and Mindset for AI Success (13:08)
Important leadership qualities include an appetite for risk and the ability to balance known and unknown paths. He references his book “Mindshift” and the need for leaders to challenge conventional thinking and business logic. He encourages leaders to have conversations that help them understand and navigate the pace of change and the impact of AI on their businesses.
Future of Work and ServiceNow’s Role (19:04)
Solis says that ServiceNow helps customers understand how AI can transform work in the present and prepare for the future. Quick wins and fast scale help customers feel progress and realize value. Solis mentions the role of ServiceNow’s Innovation Office in painting a picture of the future and helping customers build towards it.
Partnerships and Ecosystem Expansion (21:55)
ServiceNow’s partner ecosystem is critical in scaling transformation and innovation. Partners help leaders see the future at scale and add their own expertise and unique value propositions. Solis encourages partners to reach out and collaborate with ServiceNow to tell new stories and help customers transform their businesses.
Knowledge25 and Innovation Office Focus (23:51)
Solis mentions that innovation officers will be on stages throughout Knowledge25, discussing topics such as the AI index and pacesetter roadmap. He discusses how providing insights and frameworks helps leaders iterate and innovate with AI. Solis expresses excitement about the upcoming event and the opportunity to share new stories and strategies with customers and partners.
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