{"id":5884,"date":"2026-10-02T19:35:57","date_gmt":"2026-10-02T19:35:57","guid":{"rendered":"https:\/\/www.vaultinsider.top\/?p=5884"},"modified":"2026-10-02T19:35:57","modified_gmt":"2026-10-02T19:35:57","slug":"inside-servicenows-aiq-data-the-widest-gap-between-ai-leaders-and-laggards-is-training-for-humans","status":"publish","type":"post","link":"https:\/\/www.vaultinsider.top\/?p=5884","title":{"rendered":"Inside ServiceNow&#8217;s AIQ data, the widest gap between AI leaders and laggards is training for humans"},"content":{"rendered":"<p><img decoding=\"async\" src=\"https:\/\/fortune.com\/img-assets\/wp-content\/uploads\/2026\/10\/55563521549_6f169b3e1c_3k.jpg?w=2048\" \/><\/p>\n<p>Diana David calls herself a \u201cforward-deployed futurist.\u201d She says CEOs kept asking for \u201cforward deployed\u201d employees, \u201cpeople to be out on the edge to bring us back the insights about what is actually happening in AI in our companies.\u201d<\/p>\n<div>\n<p class=\"wp-block-paragraph\">What she is finding there is that the companies pulling ahead on AI are not distinguished mainly by their technology. At <em>Fortune<\/em>\u2018s AIQ Summit on Friday, David, who also carries the title of ServiceNow\u2019s director of futures, said the widest gaps between the leaders and everyone else are about people.<\/p>\n<p class=\"wp-block-paragraph\">\u201cTalent investment. That was the biggest gap,\u201d David told moderator Jeremy Kahn, <em>Fortune<\/em>\u2018s AI editor. In ServiceNow\u2019s Enterprise AI Maturity Index, 57% of \u201cpacesetters\u201d invest in ongoing AI upskilling, versus 4% of other organizations. By the report\u2019s figures, the widest single gap is in attracting, hiring and retaining AI talent: 68% vs. 10%.<\/p>\n<p class=\"wp-block-paragraph\">\u201cIt\u2019s really operational discipline, right?\u201d David said. \u201cIt\u2019s not just technology, operational discipline, and transformation.\u201d<\/p>\n<p class=\"wp-block-paragraph\">Pacesetters are the roughly 21% of surveyed organizations that scored above 60 on the 100-point index, averaging 74 against 45 for the rest. Their edge extends beyond talent. By David\u2019s account, 64% are on a path to unified data, versus 14%. And around 57% have \u201ca clear, strong AI vision,\u201d versus 21%.<\/p>\n<p class=\"wp-block-paragraph\">Then there are the autonomous workflows. About 59% of companies surveyed are past the pilot phase, David said. \u201cOnly 9% are doing agentic, autonomous, multi-step workflows that are not checked by human beings at every step.\u201d Among pacesetters the share is 36%, against 2% of others. These workflows are \u201cnot just one little point of sale,\u201d she said.<\/p>\n<p class=\"wp-block-paragraph\">That distinction drives what David called her \u201cpet peeve\u201d: \u201cAI adoption for everyone.\u201d<\/p>\n<p class=\"wp-block-paragraph\">\u201cI get it, because it\u2019s a great CEO story,\u201d she said. \u201c95% of everybody has X, Y, Z. But it is not translating into productivity, and it\u2019s often not with training, and that doesn\u2019t equal maturity.\u201d<\/p>\n<p class=\"wp-block-paragraph\">Kahn had set up the problem. Many companies gave employees AI tools and \u201clet a thousand flowers bloom,\u201d he said. Then they decided it was too expensive, with no productivity gain. Now they are narrowing to specific use cases. Kahn also pointed to companies that dropped agents into existing workflows, or swapped an employee for one.<\/p>\n<p class=\"wp-block-paragraph\">David said the answer starts higher up. \u201cI think it starts with leadership,\u201d she said, \u201cgrowth mindset, an idea, and a vision for change of what the company can become, followed with specific training around AI and specific functions.\u201d<\/p>\n<p class=\"wp-block-paragraph\">She urged executives to think \u201calmost in a day zero mentality\u201d about what process would be designed from scratch. The alternative, she said, is to \u201csprinkle AI on something probably a very old or broken process to make it go even faster. That\u2019s just not solving the problem faster.\u201d<\/p>\n<p class=\"wp-block-paragraph\">Kahn pressed on a worry he said executives voice: the technology moves so fast that a redesigned process may be obsolete next year. David said she hears that too. Her answer was to have a vision, align the data, choose workflows, assign ownership and \u201citerate.\u201d \u201cI don\u2019t think that any company is going to succeed by doing some kind of top-down plan where one person or one strategy team is redesigning everything immediately,\u201d she said.<\/p>\n<p class=\"wp-block-paragraph\">She pointed to ServiceNow\u2019s AI Control Tower as one way to see across the organization. \u201cYou have to have transparency,\u201d she said. \u201cHaving the visibility from across the organization and a very strong foundation allows you to be flexible.\u201d ServiceNow produces the index, and David works for the company.<\/p>\n<p class=\"wp-block-paragraph\">Most companies are behind on the human side. According to the report, 59% of organizations lack long-term HR plans for AI, and 42% of employees say they aren\u2019t getting enough AI training. The report puts pacesetters\u2019 average ROI at 160%.<\/p>\n<p class=\"wp-block-paragraph\">The leaders are not confined to tech. David said technology companies took about one in five spots on Fortune\u2019s AIQ 75, followed by financial services. Construction and engineering took six, and food and healthcare five each.<\/p>\n<p class=\"wp-block-paragraph\">\u201cIt is everything, everywhere, all at once,\u201d David said. <\/p>\n<p class=\"wp-block-paragraph\">The index itself has been volatile. \u201cIn 2024, we started this, and we thought it\u2019s just going to go up and up and up,\u201d David said. Then the average score fell from 44 to 35. Kahn noted the drop came \u201cseveral years into the generative AI boom.\u201d David said the cause was that \u201cthe noise was out there, AI was everywhere, but it hadn\u2019t really filtered in to company value.\u201d Scores rebounded to 51 this year.<\/p>\n<p class=\"wp-block-paragraph\">\u201cI can\u2019t promise you that there won\u2019t be another dip next year,\u201d she said.<\/p>\n<p class=\"wp-block-paragraph\">Next year, she said, ServiceNow plans to add agentic AI to the AIQ, and the measure will turn on \u201cwhat are we deploying and where,\u201d and whether companies are \u201crealizing actual commercial value.\u201d That, she said, \u201cis what I think true maturity for business is going to mean versus everybody has, you know, AI in their pocket.\u201d<\/p>\n<p class=\"wp-block-paragraph\"><em>For this story,\u00a0<\/em>Fortune<em>\u00a0journalists used generative AI as a research tool. An editor verified the accuracy of the information before publishing.<\/em><\/p>\n<\/div>\n<p>#ServiceNows #AIQ #data #widest #gap #leaders #laggards #training #humans<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Diana David calls herself a \u201cf&hellip; <\/p>\n","protected":false},"author":1,"featured_media":5885,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[8977,541,1697,5498,8979,5475,4462,8976,4530,8978],"class_list":["post-5884","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-finance-news","tag-aiq","tag-data","tag-gap","tag-humans","tag-laggards","tag-leaders","tag-servicenow","tag-servicenows","tag-training","tag-widest"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Inside ServiceNow&#039;s AIQ data, the widest gap between AI leaders and laggards is training for humans - 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