Spotlight Four: We Banned "Transformation." ServiceNow's Innovation Chief Executives Had to Explain AI Anyway

Six words, banned for thirty minutes: transformation, journey, reimagine, unlock, leverage, AI-native.

Dave Wright (Chief Innovation Officer, ServiceNow) and Brian Solis (Head of Global Innovation, ServiceNow, and 10x best-selling author) agreed to the rules before the conversation started.

What followed was a plain-language case for why enterprise AI keeps failing. Their argument, from their new book Infinite, is that the problem was never the technology. It's the company.

In the upcoming episode you will find out more about:

• AI-native, AI-first, AI-forward: what the labels actually mean, and why Dave thinks no company could be AI-native before generative AI
• IKEA's €13.4M service-desk automation, and the €1B+ interior design business built from the capacity it freed, with no job losses
• The "iteration trap": using the most innovative technology in history just to do yesterday's work faster
• Why most companies are tracking the wrong AI metrics, and what "token maxing" hides
• The AI tax: people using AI to write documents so long that colleagues need AI to summarise them
• Whether innovation is still possible when intelligence becomes a commodity

Most companies automate what they already do, count the hours saved, and call it a result. Very few reach the second number.

One question to sit with before you press play: the workflows running your organisation were designed around a shortage of people. If that shortage disappeared tomorrow, would anyone notice?

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