Inside ServiceNow’s AIQ data, the widest gap between AI leaders and laggards is training for humans

The greatest divide between AI innovators and laggards, according to ServiceNow’s AIQ data, isn’t the technology itself but the human side of the equation. Diana David, ServiceNow’s director of futures, noted that while 57% of "pacesetters" invest in ongoing AI upskilling, only 4% of other organizations do the same. The biggest gap lies in attracting, hiring and retaining AI talent – 68% vs. 10%.

ServiceNow defines pacesetters as the roughly 21% of surveyed organizations that score above 60 on the 100-point index, compared to an average of 45 for the rest. These leaders are also more likely to have a clear AI vision (57% vs. 21%), a unified data strategy (64% vs. 14%), and autonomous workflows (36% vs. 2%). However, these advancements often start with leadership that fosters a growth mindset and a clear vision for change.

ServiceNow’s AI Control Tower can help organizations gain transparency and flexibility as they iterate and improve their AI strategies. While many companies have introduced AI tools to employees, few have followed up with the necessary training and leadership to convert that technology into measurable productivity gains.