via The Financial Brand Only 18% of banks have integrated AI workflows. Everyone else is automating the past. Most banks and credit unions are using artificial intelligence to make yesterday’s work faster, then measuring the result with yesterday’s numbers. Brian Solis, Head of Global Innovation at ServiceNow, and Dave Wright, Chief Innovation Officer at ServiceNow, call this the iteration trap and argue it is the same failure that has consumed digital transformation. Their new book, Infinite: How Visionary Leaders Transform…
What CEOs Say About AI in Private and What That Means To Leadership
Originally published in Forbes AI is now firmly on CEO and board agendas. But many leadership teams are still asking the wrong questions. Recently, I led several workshops with roughly 100 CEOs and Chief Operators at a leadership conference in Arizona.The topic was AI. But the real conversation was leadership. These were honest conversations with operators who are under daily pressure to grow revenue, protect margins, improve customer experience, support stretched teams, open better organizations, retain talent and make faster…
The Biggest Risk with AI Isn’t Thinking Too Big, It’s Thinking Too Small
I joined HFS Research in New York for The Services-as-Software Economy: Disrupt or Be Disrupted conference where I delivered a keynote on AI Business Transformation: Optimized + Innovative AI on behalf of ServiceNow. In a room full of business and technology leaders leading AI investments, I asked everyone to press pause on conversations limited to use cases, automation and efficiency gains, and siloed pilots that optimize yesterday’s work. We are entering a phase of AI where the conversation has to…
AI Agents Won’t Transform Work Until Humans Trust the Work
I’m honored to be included in The Wharton Blueprint for AI Agent Adoption, a new report from Wharton Human-AI Research and Science Says that explores one of the most important questions facing every leader right now: if AI agents are becoming so capable, why aren’t more people ready to trust them with meaningful work? The answer isn’t just technical. It’s human. The report makes clear that agent adoption is moving from a technology challenge to a psychological one. People may…
Your Next Customer May Not Be Human: Designing the Web for People, AI Agents, and Machine-Native Markets
The intelligent web is entering its next phase. AI systems are moving from reading and summarizing the internet to researching, deciding, transacting, and increasingly interacting with other agents. That changes what leaders have to design for now. At WP Engine’s DE{CODE}, I explored an idea that has been occupying a lot of my thinking lately: the intelligent web. We are redesigning the internet for two audiences at once, human beings and the AI systems increasingly acting on their behalf. Search is…
Stop Asking What AI Will Do to Us and Start Asking What We Can Do With It that makes us stronger 💪🦾
AI has a leadership problem. For the last few years, people have been told that AI is coming for their jobs, their careers, even their relevance. Then we act surprised when people respond with fear, anger, or outright rejection. I recently joined my new friend Cal Fussman to talk about why I believe this is a leadership failure, and why we still have an opportunity to change the future. I shared a moment that changed my own thinking. After listening to…
DisrupTV: AI Is Changing Business, the Bigger Opportunity Is to Reinvent It
AI is moving quickly into every corner of the enterprise. But I think we’re still asking questions that are far too small for the moment. How do we automate more? How do we increase productivity? How do we reduce costs? I recently joined Ray Wang and Vala Afshar on DisrupTV with my Infinite co-author and ServiceNow Chief Innovation Officer Dave Wright to explore a much bigger question: What would you build if AI gave you the opportunity to rethink the…
The AI Dilemma’s Innovator: Why AI Makes You Faster While Still Falling Behind
Every company is now asking some version of the same question…how do we use AI to become more efficient? It’s the right question. But it’s not the only question. If we use AI only to automate existing processes, reduce costs, and accelerate yesterday’s work, we may become faster versions of who we already were. That might improve productivity, but it won’t guarantee relevance. The bigger opportunity is to use AI to challenge the assumptions that define the business itself: what…
AI Is Changing How We Think, Work, and Lead; What We Do Next Is Up to Us
I’ve spent much of my career studying how technology changes people and how those changes eventually reshape markets, organizations, and culture (or how it needs to). AI is accelerating and stressing that cycle in ways and speeds I have not seen before. This is why I keep one question close by. Are we using this moment to rethink what is possible, or merely to make what already exists faster, cheaper, or more efficient? It’s something to think about… When the…
The CEO Guide to Using AI: Don’t Automate Your Way Out of the Future
It was an honor to join Johan Roos and Deborah Perry Piscione at the 17th Global Peter Drucker Forum for a session with a title that left little room for abstraction: “The CEO Guide to Using AI.” Johan is a respected management scholar, educator, author, and longtime contributor to the Drucker Forum. Deborah is a Silicon Valley entrepreneur, investor, and author studying how AI, robotics, and other disruptive technologies are reshaping employment and society. I joined them as a practicing…