Practical: AI & Business News Redefining Innovation: Brian Solis from ServiceNow on the Future of AI
Nov 4, 2025
Brian Solis, Senior Innovation Leader at ServiceNow, dives into the transformative impact of AI on organizations. He discusses how AI enhances productivity and reshapes customer experiences, urging companies to adopt an AI-native mindset for future workflows. Brian elaborates on agentic AI in diverse domains beyond IT and highlights the significance of reimagining roles for humans and AI agents. He also raises concerns about AI psychosis and the importance of preserving individual authenticity in an increasingly automated world.
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Platform-Level Workflows Unlock AI Value
- ServiceNow built a single workflow platform that connects people, systems, and data across the enterprise to enable AI to thrive.
- When workflows are unified, AI can summarize context, automate tasks, and optimize processes across departments.
Customer Zero: Now On Now Stories
- ServiceNow acts as its own customer zero, testing AI in IT to drive autonomous IT and publish internal use cases.
- Their internal center of excellence evolved from RPA and ML into agentic automation saving human time and improving service delivery.
Think Big: Enterprise Workflows Drive ROI
- Small pilots in isolated workflows rarely deliver significant AI ROI according to MIT; expansive, enterprise-wide workflow reimagination yields better returns.
- McKinsey found optimizing workflows with agentic AI had the largest impact on EBIT.
