Hey everyone, I'm participating in an IDC analyst discussion next week. The IDC lead analyst is looking for our insight into AI's impact in the enterprise and how we're positioning our solutions to help organizations solve new and existing business problems using AI. I will also be asked to share my perspective on the AI competitive landscape. Obviously, my focus is ServiceNow, but I'd love for any of you to share what you're seeing in the market. Other than Microsoft, Claude, Salesforce, Cohere, OpenAI, who else are you seeing or coming up against? If it's too early or you're not seeing new players, no problem. After I do my research, I will condense my findings and share my insight. Thanks, everyone!

Morning Team, this week at ServiceNow is Tech Summit, which is focused on diving deep into the technology. Today, we completed a lab where we: Used natural language in Claude to initiate a task → this triggered AI agents in ServiceNow to execute the work. When SAP was required, ServiceNow triggered AI agents in SAP to complete that portion. SAP AI Agents then returned the results back to ServiceNow AI Agents, where the remaining work was completed and ultimately surfaced back in Claude for confirmation and analysis. I’m seeing in real time how our roles as sellers are evolving. We will be responsible for mapping and selling how work gets redesigned across the enterprise using AI and Agent 2 Agent. AI is the brain, but systems like ServiceNow and SAP are still the hands (human or AI agents) that actually do the work. Question: Has anyone else seen Agent 2 Agent in action?

Hey team — I’m seeing firsthand how the roles of Account Executives (AEs) and Solution Consultants / Sales Engineers are evolving in the new era of enterprise AI. Before I get into what I'm seeing below, what are you all seeing? Are you seeing shifts happen in front of your eyes, or is the SaaS or traditional model still working for your niche? At ServiceNow, we’re no longer just selling software...we’re selling business outcomes powered by probabilistic systems. Traditionally, AEs sold features, ROI, and efficiency through a structured process (discovery → demo → close). That’s changing. AEs are moving from product selling → outcome selling. The big question and what I believe AE/SC teams need to get really good at is: “How to identify business problems worth solving with AI or YOUR AI PLATFORM?” And I'm noticing that with AI, the sale is no longer the finish line. If Solution Consultants or AI Solution Architects can’t demonstrate value during a pilot or POC, the deal is at risk. In the SaaS world, you could sell licenses and revisit value at renewal. In the AI era, success depends on continuous value realization: - Adoption - Usage - Behavior change In Summary, what I'm now seeing is... AEs now sell through: - Experiments, not promises - Outcomes, not features - Validation, not assumptions Tomorrow, I will post about how I'm seeing the role of solution Consultants / Sales Engineers evolve in the new era of enterprise AI. What are you all seeing? Are you seeing these shifts happen in front of your eyes, or is the SaaS model still working for your niche? Please comment below! 👇

Yesterday, I saw a customer run multiple AI agents from Claude, interacting with ServiceNow to execute tasks. My first thought was: Will ServiceNow (and other systems of record) become “dumb” databases, with all work triggered, orchestrated, and completed by AI systems like Claude? I spent a few hours researching this last night, and the overwhelming consensus—from multiple LLMs—was no. At a high level, the reason is… AI = Brain (decides what to do) ServiceNow = System (ensures it’s done right) ServiceNow doesn’t become a dumb database, it becomes the trusted execution layer for AI-driven work. Agree or disagree? @Michael Dillon what are you seeing and hearing in your world? Does this align or no? See below for more reasons and how our roles, as sellers, will change in this new era... Why Systems of Record (Like ServiceNow) Still Matter: - It owns execution + truth: workflows, approvals, SLAs, and audit logs live there. - It enforces governance: permissions, compliance, and deterministic rules. - It integrates the business: triggers downstream actions across systems reliably. AI can suggest and coordinate—but ServiceNow ensures work is done correctly, securely, and consistently. Why AI (like OpenAI / Anthropic) Won’t Just Replace It - Non-deterministic: AI can vary, hallucinate, or mis-handle edge cases. - Lacks native governance: no built-in enforcement of enterprise rules, audits, or approvals. - Security risk: impersonating AD roles at scale creates accountability and compliance issues. - No system-level control: AI doesn’t inherently manage workflows, states, or dependencies. How Each Role Evolves BDR / SDR - From: outbound messaging - To: insight-led prospecting “Here’s something about your business you’re about to run into.” Account Executive - From: closing deals - To: shaping decisions + selling transformation “Here’s the business case for changing how you operate” Sales Engineer