Source: Fortune
Summary
Diana David, ServiceNow’s director of futures, highlighted at Fortune’s AIQ Summit that the biggest gap between AI leaders and others is in talent investment. According to ServiceNow’s Enterprise AI Maturity Index, 57% of pacesetters invest in ongoing AI upskilling, compared to 4% of others. Pacesetters, defined as organizations scoring above 60 on a 100-point index, also show higher rates of unified data strategies and clear AI vision. David emphasized that operational discipline and leadership, not just technology, drive AI success. The report found that 59% of organizations lack long-term HR plans for AI, and 42% of employees say they aren’t getting enough training.
Our Reading
The numbers tell one story.
Pacesetters invest in talent, others don’t.
Operational discipline matters more than tech.
Most companies are behind on the human side.
AI adoption isn’t the same as maturity.
Author: Evan Null
AI Leadership: The Talent Gap
Diana David, ServiceNow’s director of futures, emphasized that the main difference between AI leaders and others is not technology but talent. She highlighted that 57% of pacesetters invest in ongoing AI upskilling, compared to just 4% of other organizations. This gap in talent investment is a key factor in AI success, according to the Enterprise AI Maturity Index.
Operational Discipline Over Technology
David argued that operational discipline and leadership are more important than technology when it comes to AI. She said that the biggest gap is in attracting, hiring, and retaining AI talent, with 68% of pacesetters doing so versus 10% of others. This suggests that AI maturity is not just about tools but about how companies manage their people and processes.
The Problem with AI Adoption
David called out the common mistake of “AI adoption for everyone,” where companies give employees AI tools without proper training or strategy. She said this doesn’t lead to productivity gains and often results in wasted resources. Instead, she urged leaders to focus on a clear AI vision and specific training programs.
AI Maturity Index Shows Mixed Results
The Enterprise AI Maturity Index found that the average score dropped from 44 to 35 in 2024, despite the generative AI boom. David attributed this to the noise around AI without real company value. However, scores rebounded to 51 this year, showing that progress is possible with the right approach.
Future of AI Maturity
ServiceNow plans to add agentic AI to the AIQ next year, focusing on commercial value rather than just AI presence. David said true AI maturity means deploying AI effectively and realizing real business value. She warned that the future of AI is uncertain, and companies must stay flexible and focused on long-term goals.
