Organizations Treat AI As Iteration Not Innovation

At the Home Care Innovation Forum, Brian Solis, ServiceNow’s Chief of Global Innovation, warned companies are misapplying AI and cited ServiceNow’s AI Index showing maturity scores fell from 44 to 35 year-over-year. He highlighted executive-employee perception gaps (73% executives vs 47% employees), urged treating AI agents as digital employees, and cited IKEA’s chatbot reskilling that generated €1 billion.