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AI doesn’t fail on tech—it fails on leadership 

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AI is no longer a question of if or when. It’s already here. Embedded in pilots, demos, and proofs-of-concept across nearly every major enterprise. But here’s the catch: most of those AI projects go nowhere. 

In fact, the percentage of companies scrapping a majority of their AI initiatives jumped from 17% to 42% this year, according to S&P Global Market Intelligence. While the technology is real, the operating model isn’t. 

At ServiceNow, we’ve led AI through shared leadership—not from the top down. The collaboration between technology and business functions may take different forms, but the goal remains the same: make AI deliver measurable business outcomes and avoid siloed innovation at all costs. Specifically, we’ve built a pact between the CIO and COO that treats AI as a business system and experience layer, with shared outcomes and measurable results. We’ve already realized $350 million in value from productivity and time savings, while focusing on innovating across the business with a shared approach to AI across all departments. 

This strategy worked for us and is a blueprint that any organization can adopt. If you want to escape pilot purgatory and move AI into production, here are five practical ways to operationalize AI at scale and see real business value in the first 90 days.  

Start with the work, not the model 

Too many companies get caught up in experimenting with the latest large language model before identifying where it can solve real business problems. Start with three enterprise use cases with a direct line to your P&L. Then set public, CFO-approved yardsticks: cycle time, deflection rates, cost-to-serve. 

At ServiceNow, we identified the key use cases that drive the most value for employees and customers, starting with help desks. ServiceNow has a fully autonomous IT service desk, with 90% of incoming tickets handled by AI. For customer support, 89% of incoming tickets are deflected with customer self-service for most basic inquiries, and 50% faster case resolution times for more complex issues. This created a scalable model we extended across HR, finance, sales and more. Not a pilot. Not a demo. Real outcomes. 

Fix data chaos first 

AI fails because it’s guessing. When your data is fragmented and unstructured, AI lacks the context to make smart decisions. 

Before layering in new models, invest in your data fabric—relationship graphs, lineage, reliable labels. Make your data human-readable, so AI can reason like a human would. 

Govern AI like a business system 

Governance can’t be a one-time committee review of deployed AI models and tools. It must be an operating discipline. It’s critical to establish a central control tower that oversees every agent and model, from provisioning and permissions to observability and rollback. 

Think of it like cybersecurity or finance. You don’t scale those functions without oversight. The same must be true for AI. 

Redesign work for human and agent teams 

The goal isn’t to replace humans. It’s to eliminate the digital friction that slows them down. 

Microsoft’s 2025 Work Trend Index shows that employees are interrupted every two minutes by meetings, messages, or alerts. Nearly half of workers say their day feels fragmented and chaotic. That’s not a productivity gap—it’s a structural failure. 

We start by mapping real journeys, not just workflows on paper. And we embed agents at the handoff points so people spend less time copying and pasting, and more time solving meaningful problems. 

Make the CIO–COO pact real 

Here’s how we structure our partnership: 

  • One backlog, two owners: Fund value streams, not departments. 
  • Dual-speed governance: Sandboxes move fast; production enforces rigor. 
  • Monthly AI dashboard: Track outcomes like time saved, risk reduced, satisfaction improved. 
  • Upskilling as policy: Incentivize managers for human-in-the-loop quality, not deployment quantity. 

This goes beyond collaboration and gives all leaders co-ownership of bigger business transformation. 

90-Day AI playbook 

Turning strategy into execution doesn’t require a full digital overhaul—it requires structure, speed, and clear accountability. This 90-day playbook breaks down the daunting task of AI transformation into four focused sprints. Each phase is designed to build momentum, prove value early, and give business leaders the clarity they need to scale with confidence. 

These steps get AI into production as the building blocks of the autonomous enterprise, where AI agents, data, and workflows operate in sync to drive resilience, speed, and growth. 

Run this sequence to move from pilots to AI value: 

Days 0–14: Choose 3 use cases with CFO-approved metrics. Define clear guardrails (privacy, auditability, bias). 

Days 15–45: Connect the data you already have. Label key entities. Build the control tower. 

Days 46–75: Deploy minimum viable AI workflows. Measure deflection, dwell time, and user satisfaction. This is the time to test, iterate, and improve.  

Days 76–90: Double down on what works. Publish results. Fund the winners. Retire the rest. 

What success looks like 

You’ll know it’s working when: 

Your board asks, “What else can we hand off to AI?” 

Employees spend less time toggling between tools and more time delivering value. 

Governance reviews are boringly predictable because the system just works. 

Why it matters now 

IDC estimates generative AI could add up to $22 trillion to the global economy each year by 2030. But that value won’t go to the companies with the most impressive demos. It’ll go to those with the discipline to scale, the governance to trust, and the partnership to lead. 

If CIOs and COOs can co-own the AI operating model, AI stops being a headline—and starts becoming a habit. And as AI continues to evolve, this partnership will become the foundation for a new kind of enterprise collaboration—one where CFOs, CHROs, CMOs, and beyond work together through intelligent systems that move with speed, transparency, and trust. 

The “honeymoon” phase of AI is over, and the organizations that lead with execution—not experimentation—will define the next era of enterprise transformation. The only question left is, who’s ready to lead? 

The opinions expressed in Fortune.com commentary pieces are solely the views of their authors and do not necessarily reflect the opinions and beliefs of Fortune.



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Netflix’s $5.8 billion breakup fee for Warner among largest ever

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Netflix Inc.’s $72 billion acquisition of Warner Bros. Discovery Inc. includes one of the biggest breakup fees of all time — a $5.8 billion penalty that Netflix has agreed to pay its target if the deal falls apart or fails to win regulatory approval.

At 8% of the deal’s equity value, the fee is well above the average even in big-ticket dealmaking, signaling Netflix executives’ confidence they can convince global antitrust watchdogs to let the transaction go ahead. The average breakup fee in 2024 was equal to about 2.4% of the total transaction value, according to a report from Houlihan Lokey.

Netflix’s multibillion-dollar pledge is also a sign of how heated the bidding war got for control of the iconic Hollywood studio. As part of a sweetened proposal earlier this week, rival suitor Paramount Skydance Corp. had more than doubled the proposed breakup fee in its offer to $5 billion.

Warner Bros., meanwhile, would have to pay a $2.8 billion reverse breakup fee if its shareholders vote down the deal. If Warner Bros. were to accept a rival offer, the new buyer, in effect, would be on the hook for that fee.

Here are some of the biggest breakup fees in M&A history, according to data compiled by Bloomberg:

AOL/Time Warner Inc.

Deal value: $160 billion 

America Online Inc. agreed to pay a fee of about $5.4 billion if it backed out of its agreement to buy Time Warner Inc. Time Warner would pay about $3.9 billion if it broke up the transaction under certain conditions.

Percentage of deal value: 3.4%

Outcome: Completed

Pfizer/Allergan

Deal value: $160 billion

The breakup fee could have been as high as $3.5 billion, but the merger had a contingency that it would be lower if there were changes to tax law. Pfizer ended up paying just $150 million after the US cracked down on corporate tax inversions 

Percentage of deal value: 2.2% (but paid less than 0.1%)

Outcome: Terminated

Verizon/Verizon Wireless

Deal Value: $130 billion

Breakup Fee: This deal for Vodafone’s stake in Verizon Wireless was complicated. Verizon promised to pay a breakup fee to Vodafone of $10 billion if it couldn’t get financing for the deal, or $4.64 billion if its board changed its recommendation to shareholders to vote in favor of the transaction. Meanwhile, Vodafone would have owed $1.55 billion to Verizon if its board changed its mind, and either side would have had to pay $1.55 billion to the other if shareholders turned down the transaction. Vodafone also would have had to pay that $1.55 billion if an unfavorable tax ruling made it too onerous to complete the deal. 

Percentage of deal value: 7.7%

Outcome: Deal completed

AB InBev/SAB Miller

Deal value: $103 billion

Breakup fee: AB InBev agreed to pay a breakup fee of $3 billion if it failed to get approval from regulators or shareholders and instead walked away from what was then the biggest corporate takeover in UK history. 

Percentage of deal value: 2.9% 

Outcome: Completed

AT&T/T-Mobile USA

Deal Value: $39 billion 

Breakup fee: AT&T agreed to pay Deutsche Telekom a $3 billion breakup fee in cash, as well as transferring radio spectrum to T-Mobile and striking a more favorable network-sharing agreement. 

Percentage of deal value: 7.7%

Outcome: Withdrawn after regulatory opposition

Google/Wiz

Deal value: $32 billion

The companies agreed that Google would pay a breakup fee of about $3.2 billion — a huge chunk of the transaction value — if the deal didn’t close.

Percentage of deal value: 10% 

Outcome: Completed



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A Thanksgiving dealmaking sprint helped Netflix win Warner Bros.

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The Netflix Inc. plans that clinched the deal for Warner Bros. Discovery Inc. started to shape up around Thanksgiving. 

deadline was looming: Warner Bros. had asked bidders, which also included Paramount Skydance Corp. and Comcast Corp., to have their latest proposals and contracts in by the Monday after the holiday, following a round about a week earlier. The suitors were told to put their best foot forward.

While most Americans were watching football and feasting on turkey, Netflix executives and advisers hunkered down to finalize a binding offer and a $59 billion bridge loan from banks, one of the biggest of its kind. That gave the streaming company the ammunition to make a mostly cash-and-stock bid that helped it prevail over Comcast and David Ellison’s Paramount, according to people familiar with the matter.

The resulting $72 billion deal, announced Friday, is set to bring about a seismic shift in the entertainment business — if it can survive intense regulatory scrutiny and a potential fight from Paramount. This account of Netflix’s surprise victory in the biggest M&A auction of the year is based on interviews with half a dozen people involved in negotiations. They asked not to be identified because the details are confidential.

The sales process had kicked off with several unsolicited bids from Paramount Skydance, itself a newly formed company after a merger this year orchestrated by Ellison. He’s now the studio’s chief executive officer and controlling shareholder, with backing from his father, Oracle Corp. billionaire Larry Ellison. 

Paramount’s early move gave it a head start in the bidding process weeks before other would-be buyers got access to information. But the post-Thanksgiving deadline for second-round bids became a turning point by giving Netflix time to catch up and assemble the documents it needed, some of the people said. And since the streaming giant was bred in the fast-paced ethos of Silicon Valley, it could move quickly. 

When the binding bids arrived that Monday, Netflix’s offer emerged as superior, the people said.

One issue was the Warner Bros. camp had doubts about how Paramount would pay for the company, which owns sprawling Hollywood studios, the HBO network and a vast film and TV library. Paramount’s offer included financing from Apollo Global Management Inc. and several Middle Eastern funds, and it had conveyed that its bid was fully backstopped by the Ellisons. Still, Warner Bros. executives were privately concerned about the certainty of the financing, people familiar with the matter said.

Representatives for Netflix and Warner Bros. declined to comment.

‘Noble’ vs ‘Prince’

In the weeks leading up to the finale, Warner Bros. advisers set up war rooms at various hotels in midtown Manhattan. A core group holed up at the Loews Regency, which has long been a convening spot for the city’s movers and shakers.

Inside Warner Bros., the situation was known as “Project Sterling.” The company called itself by the code name “Wonder.” The team referred to Netflix as “Noble,” while Paramount was “Prince” and Comcast was “Charm.”

At Netflix, Chief Financial Officer Spencer Neumann served as the point man while corporate development head Devorah Bertucci organized people day-to-day. Chief Legal Officer David Hyman and Spencer Wang, vice president of finance, investor relations and corporate development, also were key architects, with all of them reporting into co-CEOs Ted Sarandos and Greg Peters.

The contours of the deal were shaped in a way befitting of a tech company: mostly over video chat or phone rather than in person. Virtual war rooms were set up. While strategizing or discussing diligence on Zoom, participants would raise virtual hands or make suggestions over chat rather than unmuting and slowing down the meeting. Google Docs were used to review and edit documents together in real time.

Talks heated up this week, with Warner Bros. advisers in continuous dialogue with the bidders and negotiating contract language and value. Comcast said it would merge its NBCUniversal division with Warner Bros. Paramount offered to more than double its proposed breakup fee to $5 billion to sweeten its deal and outshine rivals. 

In the end, Warner Bros. determined Netflix had the best offer and the company was the most flexible on key terms. On Wednesday, Paramount lobbed an aggressively worded letter to Warner Bros. board saying the sales process was “tainted.” It also identified what it saw as regulatory risks in the Netflix proposal, one sign that a winning outcome was slipping away for Paramount. 

Netflix found out Thursday evening New York time that it had won. Executives and advisers were assembled on a video call when they got the official word, sparking a moment of jubilation before everyone snapped into action. By 10:25 p.m., Bloomberg News broke the news that a deal was imminent. 

Even Sarandos made it sound like the ending was a twist on a conference call with investors. “I know some of you are surprised that we’re making this acquisition, and I certainly understand why,” he said. “Over the years, we have been known to be builders, not buyers.”

Regardless of whether Paramount reemerges to try and top the bid, Netflix will have work ahead of it. It has agreed to pay a $5.8 billion breakup fee to Warner Bros. if the transaction fails on regulatory grounds. The company also has to digest its largest acquisition ever.

“It’s going to be a lot of hard work,” co-CEO Peters said on the conference call. “We’re not experts at doing large-scale M&A, but we’ve done a lot of things historically that we didn’t know how to do.”



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‘Its own research shows they encourage addiction’: Highest court in Mass. hears case about Instagram, Facebook effect on kids

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Massachusetts’ highest court heard oral arguments Friday in the state’s lawsuit arguing that Meta designed features on Facebook and Instagram to make them addictive to young users.

The lawsuit, filed in 2024 by Attorney General Andrea Campbell, alleges that Meta did this to make a profit and that its actions affected hundreds of thousands of teenagers in Massachusetts who use the social media platforms.

“We are making claims based only on the tools that Meta has developed because its own research shows they encourage addiction to the platform in a variety of ways,” said State Solicitor David Kravitz, adding that the state’s claim has nothing to do the company’s algorithms or failure to moderate content.

Meta said Friday that it strongly disagrees with the allegations and is “confident the evidence will show our longstanding commitment to supporting young people.” Its attorney, Mark Mosier, argued in court that the lawsuit “would impose liabilities for performing traditional publishing functions” and that its actions are protected by the First Amendment.

“The Commonwealth would have a better chance of getting around the First Amendment if they alleged that the speech was false or fraudulent,” Mosier said. “But when they acknowledge that its truthful that brings it in the heart of the First Amendment.”

Several of the judges, though, seem to more concerned about Meta’s functions such as notifications than the content on its platforms.

“I didn’t understand the claims to be that Meta is relaying false information vis-a-vis the notifications but that it has created an algorithm of incessant notifications … designed so as to feed into the fear of missing out, fomo, that teenagers generally have,” Justice Dalila Wendland said. “That is the basis of the claim.”

Justice Scott Kafker challenged the notion that this was all about a choose to publish certain information by Meta.

“It’s not how to publish but how to attract you to the information,” he said. “It’s about how to attract the eyeballs. It’s indifferent the content, right. It doesn’t care if it’s Thomas Paine’s ‘Common Sense’ or nonsense. It’s totally focused on getting you to look at it.”

Meta is facing federal and state lawsuits claiming it knowingly designed features — such as constant notifications and the ability to scroll endlessly — that addict children.

In 2023, 33 states filed a joint lawsuit against the Menlo Park, California-based tech giant claiming that Meta routinely collects data on children under 13 without their parents’ consent, in violation of federal law. In addition, states including Massachusetts filed their own lawsuits in state courts over addictive features and other harms to children.

Newspaper reports, first by The Wall Street Journal in the fall of 2021, found that the company knew about the harms Instagram can cause teenagers — especially teen girls — when it comes to mental health and body image issues. One internal study cited 13.5% of teen girls saying Instagram makes thoughts of suicide worse and 17% of teen girls saying it makes eating disorders worse.

Critics say Meta hasn’t done enough to address concerns about teen safety and mental health on its platforms. A report from former employee and whistleblower Arturo Bejar and four nonprofit groups this year said Meta has chosen not to take “real steps” to address safety concerns, “opting instead for splashy headlines about new tools for parents and Instagram Teen Accounts for underage users.”

Meta said the report misrepresented its efforts on teen safety.

___

Associated Press reporter Barbara Ortutay in Oakland, California, contributed to this report.



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