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By Tanmay Das
According to Bill McDermott, CEO of the global AI platform ServiceNow for business transformation, India is transitioning from a labour-focused approach to an AI (artificial intelligence) mindset.
During a media interaction at ServiceNow’s annual event, Knowledge 2025, in Las Vegas, which focused on AI-driven service transformation, McDermott said, “Corporations that don’t get on board with AI right now will fail”.
He said, “Autonomous agentic AI is changing everything. The 20th-century industrial complex of software stacks is now going by the wayside and being integrated into ServiceNow, so companies can run more efficiently at a lower cost and start to grow again”.
When asked about the price sensitivity of the Indian market, McDermott said that companies must be responsive to the specific needs of any market, and ServiceNow strives to be as responsive as possible.
He said, “I think India is really moving from a labour-centric mindset to an AI mindset, which means if you have brilliant labour and can apply the magic of AI, put AI to work for the people, the force multiplying effect is so big”.
McDermott said, “So the business cases are what decision-makers need to start looking at. How big of a business price is moving to a platform like ServiceNow? What do I get from it? Not what the platform costs. I think we’re moving away from how much the price is, to how much value can I extract”.
“We have come out with a very interesting programme called NowNext AI for companies that go all in with us”, he added.
“Reliance would be a great example of such a company. They have broad access rights, broad IP rights, and incredible access to all of our AI innovation, and we give it to them,” he said.
McDermott explained that their India strategy involves partnering with large firms to reduce costs and increase value for all businesses. He stressed that adopting their AI-powered platform drives productivity and is essential for companies’ survival and success in the AI era, also noting a global AI skill gap that ServiceNow aims to address through training.
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