ServiceNow

What happens when AI does exactly what it's told?

Procurement: automated. IT: automated. HR, compliance, vendor management, contract negotiation, exception handling: all automated.

By every metric, winning.

Except 36 vendors don't know why they were paid. 41 more are asking when they will be. Three years of executive communications were deleted because someone asked an agent to "clean up old emails." A compliance exception was escalated to the appropriate humans. It turns out humans are no longer in the loop.

They escalated to Kevin.

Kevin is at a conference.

We commissioned this report because the governance gap it describes is real—and it doesn't have to be. https://bit.ly/4e8xadw

It's satire. The governance gap isn't.

80% of organizations are using AI. Nearly half don't feel confident managing the risks.​

That's not a small problem. When AI threats move faster than governance frameworks, risk compounds faster than teams can respond.​

Our 2026 Risk & Security Outlook shows what's happening—and what leading organizations are doing to close the gap.​

Explore our biggest takeaways: https://bit.ly/41jARpe

AI made customer service faster. It didn't make it better.​

Our latest research reveals a hard truth: Companies are optimizing for speed while customers are begging for empathy.​

Meanwhile, service reps—the people building relationships—spend less than half their time helping customers. ​The rest? Fighting fragmented systems.​

This is the CX gap. And it's widening.​

So what are the companies getting it right actually doing? ​The full study has the answer. https://lnkd.in/gDmbHNJu