ServiceNow CEO Bill McDermott: Silicon Valley is getting enterprise AI wrong

Enterprise software has long operated on a relatively stable hierarchy of power: The companies that owned the interface largely owned the customer relationship. Employees moved through dashboards, tabs, forms, and menus; software vendors sold seats, expanded across departments, and steadily compounded recurring revenue. Agentic AI is beginning to destabilize that model. Increasingly, enterprise users no longer need to navigate software directly to complete routine work. AI agents can coordinate actions across multiple systems through natural-language commands alone.