AI success comes from vision, precision, and culture

I’ve been reflecting on conversations I’ve had with leaders from some of the world’s most admired organisations, spanning a range of industries, including energy, financial services, and manufacturing. Navigating the complexities of the polycrisis and a world of volatility, uncertainty, complexity, and ambiguity (VUCA) are second nature to these businesses.

At the same time, all the companies I've spoken with are stumbling in the face of the AI revolution. As a result, generative AI (GenAI) has been high on the agenda in many of my recent meetings.

The European AI and GenAI market will reach nearly $47.6 billion in 2024, according to IDC.¹ And by 2027, spending on GenAI solutions in Europe will exceed $30 billion. At this pivotal moment, many leaders are uncertain and need guidance. My advice: Combine a broad vision with focused precision to ignite a cultural shift.

A broad vision

AI will transform how we all live, interact, learn, and work. Organisations should consider the opportunities AI presents, recognising both immediate benefits and long-term impacts on business and industry.

Consider BT Group’s expanded strategic relationship with ServiceNow to enhance customer and employee experiences across all business units. By extending its service management capabilities, BT aims to improve efficiency and streamline workflows, connecting previously isolated processes.

Additionally, BT is piloting ServiceNow Now Assist for Telecommunications Service Management. Early results show a 55% reduction in time spent creating case summaries and complex case note reviews, improving overall handling time and resolution speed by a third. This approach highlights the importance of strategic foresight and innovation in driving business value and maintaining a competitive edge.

Focused precision

While a broad vision sets the ambition, focused precision is about the execution of specific initiatives.

In Sweden, our team works with a family-owned business that has multiple lines of business, more than 100 entities worldwide, and tens of thousands of employees. The business sees early experimentation with GenAI as a competitive advantage in driving innovation and maintaining an edge in a rapidly evolving landscape. This focused precision has enhanced the company’s IT virtual agent to provide 24/7 support with self-service and chatbots.

The results were clear and tangible: an 80% reduction in virtual agent implementation and maintenance time, a 15% reduction in incident volume, and more than 1,900 hours saved per year in incident resolution.

Ignite a cultural shift

Culture is notoriously resistant to change because it’s built incrementally through everyday actions and tangible initiatives. Igniting a cultural shift offers the chance to lay the groundwork for a thriving workplace and a lasting legacy.

During a recent visit to Italy, I learned that while 77% of Italians fear AI, only 17% oppose its workplace use, according to The Observatory of the Polytechnic University of Milan. Initiatives such as Microsoft Copilot and ChatGPT training are essential to bring employees closer to the technology, and to help them understand AI's applications and implications.

ServiceNow’s recent Workforce Skills Forecast, in partnership with Pearson, demonstrated that AI will disrupt many industries whilst also creating a wealth of opportunity for those that possess AI skills.

Building an innovative culture means putting people at the centre of AI experimentation and adoption. This will not only enhance integration, but it will also ignite a cultural shift, preparing organisations and workforces to succeed in the age of AI.

Find out more about how organisations globally are adopting AI.

¹ IDC Press Release, Spending on GenAI Solutions in Europe Will Exceed $30 Billion in 2027, Driving the Overall European AI Market, March 2024