Top AI questions leaders are asking

AI is reshaping how work gets done. Across industries, leaders are reporting increased efficiency, enhanced experiences, and faster innovation, according to the ServiceNow Enterprise AI Maturity Index 2025.

It’s an exciting time to be putting AI to work—and businesses are investing fast. IDC projects AI spending in Europe will reach $250 billion by 2029, reflecting more than 36% growth from where it is now. ¹

Enterprise leaders are asking several critical questions to help them navigate the next steps in AI implementation. Let’s look at the three top AI questions leaders are asking based on a recent ServiceNow Executive Circle event in London, where more than 100 leaders shared their perspectives.

1. How do you drive long-term value with AI?

Long-term value with AI comes from strategic orchestration. To scale AI effectively, you must set clear targets and break down organisational silos. This is a crucial step that moves AI beyond isolated department projects.

You must also consider how your systems work together. In a multi-vendor environment, enterprises benefit from a unified AI interface that connects people, data, and workflows.

The ServiceNow AI Platform integrates AI into areas across the enterprise so that employees can automate mundane tasks, boost productivity, and enhance customer experiences in every corner of the business.

Investment in AI skills is often overlooked in the transformation conversation. But employees need time to learn the skills required to implement AI effectively within their roles. To help with that, consider what capabilities your workforce needs on an ongoing basis.

For example, a supply chain director has many responsibilities today—from negotiating with suppliers to drawing up risk contingency plans—but tomorrow, they’ll be working alongside AI on new tasks too. Their role will evolve and require new capabilities, and implementing upskilling initiatives can help facilitate that transition.

2. What are the biggest risks to AI success?

One of the biggest barriers to AI progress is mindset. AI transformation is as much a cultural shift as it is a technological one. The most dangerous perspective employees can have is “not us” thinking—which takes hold when people believe AI applies to every profession except theirs.

Some employees will be eager to learn and experiment with AI, while others may be more resistant. Matching AI-ready employees with colleagues who are more averse to change can help overcome cultural differences. This kind of cross-boundary collaboration can accelerate AI transformation.

Another potential challenge is tech myopia—when leadership becomes short-sighted in the face of technological change. AI is advancing at pace. Don’t let current limitations stifle future thinking. Instead, consider the profound impact AI can have on your organisation as the technology develops.

Additionally, good AI governance is a business imperative on the journey to AI deployment. Errors in governance, such as failing to address algorithm biases, can erode trust.

3. What shift is needed in AI strategy?

When implementing an AI strategy, many companies start by applying AI to streamline existing processes and tasks, making them quicker and cheaper. But this is just one part of the journey. The next step is redesigning processes.

AI can create new ways of working, new revenue streams, and greater customer value. The single biggest shift needed is moving beyond automation to embrace innovation.

You must have the courage to reimagine processes and business models. Blank-slate thinking leads many to ask: "How can we give the customer the outcome they want in a less painful and intrusive or more convenient way?"

That’s a starting point, but the real power of AI lies in its ability to allow organisations to do things that previously weren’t possible, such as building bespoke products and services or performing predictive maintenance on systems.

Data is the key to innovation—equipping employees with the information they need to make faster decisions, solve novel problems, and deliver better experiences. But board-level dashboards are of little use to public-facing employees, who need the right data at the right time to earn customer loyalty.

As data continues to proliferate, leaders are democratising it across the organisation—enabling more of their people to use the power of data, AI, and workflows. The future belongs to leaders who embrace AI to develop new ways of working and unlock value in every corner of the enterprise.

Find out how ServiceNow can help you put AI to work for people.

¹ Source: IDC, Worldwide AI and Generative AI Spending Guide, August 2025