Smaller companies make bigger moves with AI

It’s true that some larger companies may have an edge when it comes to getting the most out of AI. After all, they have larger budgets and deeper talent pools. But the gap isn’t as big as one might think: The average Enterprise AI Maturity Index score for companies with fewer than 2,500 employees is 33.4, compared with 35.2 for their larger peers. With the right moves, not only can midsize firms close that gap, they can surge ahead.

A great example is LAB3, an Australia-based firm that helps businesses and government clients to modernize and transform their critical infrastructure with cloud platforms and new AI technologies. To support its rapid growth and continue delivering outstanding service to its customers, LAB3 turned to the ServiceNow AI Platform. The goal: to help its customer service reps and support engineers solve problems faster and enhance the self-service experience.

AI is making it all possible. LAB3 now has 24/7 access to AI assistance to ask questions, expedite issue resolution, and retrieve information.

“Our service desk staff really like the AI platform. They can work smarter and be more productive, enabling them to serve customers better,” says Anthony Wales, director for strategic growth at LAB3.

The emergence of agentic AI illustrates how continuous disruption is the only constant in today’s business environment. Most companies are still figuring out how they can use AI agents to drive value. That’s creating an opening for the most creative and motivated growth businesses. Because AI agents can be deployed quickly, companies can gain a competitive edge with better experiences, increased productivity, and improved margins.

To make the most of this opportunity, companies should do the following:

1. Understand your scope. Before diving in, take time to clarify your AI goals and identify processes that would most benefit from automation. This careful scoping ensures that the AI investment aligns with the most pressing business needs, which is where AI can drive the greatest impact.

2. Get your data ready. AI is only as good as the data it uses. Assess the quality, accuracy, and accessibility of your data before implementation. When data is well structured and consistently maintained—whether within ServiceNow or via integration with external systems—AI-powered processes operate more effectively and require less manual intervention. “That’s a big win for companies running lean on resources,” says Nishant Akella, a senior manager of expert services at ServiceNow.

3. Establish governance protocols. Responsible AI deployment is essential, especially for companies building up their AI capabilities. Establish policies to ensure compliance with data privacy regulations and assess potential risks associated with AI-based processes. This kind of governance framework also future-proofs AI adoption by allowing you to evaluate new capabilities and additional tools as they emerge.

4. Start with foundational, out-of-the-box use cases. For companies earlier in their AI maturity journeys, quick wins are crucial. Start by using foundational platform capabilities and prebuilt agents. Some growth companies see early success when they begin with a focus on customer support, such as letting AI augment your customer service team to resolve issues automatically. Others find the most initial value in powering internal support with AI to triage incidents quickly and automatically. In all cases, AI delivers fast and accurate resolutions, giving your employees more time to focus on higher-value work. These out-of-the-box solutions allow teams to start building value with AI before expanding to more complex use cases. “This approach is cost-effective and proven,” says Akella. “It’s a great way to find quick successes.”

5. Invest in change management. Successful AI transformation requires that organizations prepare individuals for change. Upskill employees to use AI effectively, identify and empower internal AI champions, and clearly communicate the benefits and limitations of AI tools. “It’s not just about upskilling,” says Akella. “It’s also about driving employees to start exploring with AI.” Focusing on people as much as platforms creates a culture of innovation and helps ensure that AI investments deliver sustainable business impact.

By embracing the ability to be nimble and move quickly, growth companies can use AI to overcome some of the advantages their larger competitors may have. In the race to put AI to work, size is irrelevant. Any company can be a Pacesetter.