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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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On Netflix’s earnings call, co-CEOs can’t quell fears about the Warner Bros. bid

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When it comes to creating irresistible storylines, Netflix, the home of Stranger Things and The Crown, is second to none. And as the streaming video giant delivered its quarterly earnings report on Tuesday, executives were in top storytelling form, pitching what they promise will be a smash hit: the acquisition of Warner Brothers Discovery.

The company’s co-CEOs, Ted Sarandos and Greg Peters, said the deal, which values Warner Brothers Discovery at $83 billion, will accelerate its own core streaming business while helping it expand into TV and the theatrical film business. 

“This is an exciting time in the business. Lots of innovation, lots of competition,” Sarandos enthused on Tuesday’s earnings conference call. Netflix has a history of successful transformation and of pivoting opportunistically, he reminded the audience: Once upon a time, its main business entailed mailing DVDs in red envelopes to customers’ homes. 

Despite Sarandos’ confident delivery, however, the pitch didn’t land with investors. The company’s stock, which was already down 15% since Netflix announced the deal in early December, sank another 4.9% in after-hours trading on Tuesday. 

Netflix’s financial results for the final quarter of 2025 were fine. The company beat EPS expectations by a penny, and said it now has 325 million paid subscribers and a worldwide total audience nearing 1 billion. Its 2026 revenue outlook, of between $50.7 billion and $51.7 billion, was right on target.  

Still, investors are worried that the Warner Bros. deal will force Netflix to compete outside its lane, causing management to lose focus. The fact that Netflix will temporarily halt its share buybacks in order to accumulate cash to help finance the deal, as it disclosed towards the bottom of Tuesday’s shareholder letter, probably didn’t help matters. 

And given that there’s a rival offer for Warner Bros from Paramount Skydance, it’s not unreasonable for investors to worry that Netflix may be forced into an expensive bidding war. (Even though Warner Brothers Discovery has accepted the Netflix offer over Paramount’s, no one believes the story is over—not even Netflix, which updated its $27.75 per share offer to all-cash, instead of stock and cash, hours earlier on Tuesday in order to provide WBD shareholders with “greater value certainty.”) 

Investors are wary; will regulators balk?

Warner Brothers investors are not the only audience that Netflix needs to win over. The deal must be blessed by antitrust regulators—a prospect whose outcome is harder to predict than ever in the Trump administration.

Sarandos and Peters laid out the case Tuesday for why they believe the deal will get through the regulatory process, framing the deal as a boon for American jobs.

“This is going to allow us to significantly expand our production capacity in the U.S. and to keep investing in original content in the long term, which means more opportunities for creative talent and more jobs,” Sarandos said.

Referring to Warner Brothers’ television and film businesses, he added that “these folks have extensive experience and expertise. We want them to stay on and run those businesses. We’re expanding content creation not collapsing it.”

It’s a compelling story. But the co-CEOs may have neglected to study the most important script of all when it comes to getting government approval in the current administration; they forgot to recite the Trump lines. 

The example has been set over the past 12 months by peers such as Nvidia’s Jensen Huang and Meta’s Mark Zuckerberg. The latter, with his company facing various federal regulatory threats, began publicly praising the Trump administration on an earnings call last January. 

And Nvidia’s Huang has already seen real dividends from a similar strategy. The chip company CEO has praised Trump repeatedly on earnings calls, in media interviews, and in conference keynote speeches, calling him “America’s unique advantage” in AI. Since then, the U.S. ban on selling Nvidia’s H200 AI chips to China has been rescinded. The praise may have been coincidental to the outcome, but it certainly didn’t hurt.

In contrast, the president went unmentioned on Tuesday’s call. How significant Netflix’s omission of a Trump call-out turns out to be remains to be seen; maybe it won’t matter at all. But it’s worth noting that its competitor for Warner Bros., Paramount Skydance, is helmed by David Ellison, an outspoken Trump supporter. 

It’s a storyline that Netflix should have seen coming, and itmay still send the company back to rewrite.



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Americans are paying nearly all of the tariff burden as international exports die down, study finds

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After nearly a year of promises tariffs would boost the U.S. economy while other countries footed the bill, a new study shows almost all of the tariff burden is falling on American consumers. 

Americans are paying 96% of the costs of tariffs as prices for goods rise, according to research published Monday by the Kiel Institute for the World Economy, a German think tank. 

In April 2025 when President Donald Trump announced his “Liberation Day” tariffs, he claimed: “For decades, our country has been looted, pillaged, raped, and plundered by nations near and far, both friend and foe alike.” But the report suggests tariffs have actually cost Americans more money.

Trump has long used tariffs as leverage in non-trade political disputes. Over the weekend, Trump renewed his trade war in Europe after Denmark, Norway, Sweden, France, Germany, the United Kingdom, the Netherlands, and Finland sent troops for training exercises in Greenland. The countries will be hit with a 10% tariff starting on Feb. 1 that is set to rise to 25% on June 1, if a deal for the U.S. to buy Greenland is not reached. 

On Monday, Trump threatened a 200% tariff on French wine, after French President Emmanuel Macron refused to join Trump’s “Board of Peace” for Gaza, which has a $1 billion buy-in for permanent membership. 

“The claim that foreign countries pay these tariffs is a myth,” wrote Julian Hinz, research director at the Kiel Institute and an author of the study. “The data show the opposite: Americans are footing the bill.” 

The research shows export prices stayed the same, but the volume has collapsed. After imposing a 50% tariff on India in August, exports to the U.S. dropped 18% to 24%, compared to the European Union, Canada, and Australia. Exporters are redirecting sales to other markets, so they don’t need to cut sales or prices, according to the study.

“There is no such thing as foreigners transferring wealth to the U.S. in the form of tariffs,” Hinz told The Wall Street Journal

For the study, Hinz and his team analyzed more than 25 million shipment records between January 2024 through November 2025 that were worth nearly $4 trillion.They found exporters absorbed just 4% of the tariff burden and American importers are largely passing on the costs to consumers. 

Tariffs have increased customs revenue by $200 billion, but nearly all of that comes from American consumers. The study’s authors likened this to a consumption tax as wealth transfers from consumers and businesses to the U.S. Treasury.   

Trump has also repeatedly claimed tariffs would boost American manufacturing, butthe economy has shown declines in manufacturing jobs every month since April 2025, losing 60,000 manufacturing jobs between Liberation Day and November. 

The Supreme Court was expected to rule as soon as today on whether Trump’s use of emergency powers to levy tariffs under the International Emergency Economic Powers Act was legal. The court initially announced they planned to rule last week and gave no explanation for the delay. 

Although justices appeared skeptical of the administration’s authority during oral arguments in November, economists predict the Trump administration will find alternative ways to keep the tariffs.



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Selling America is a ‘dangerous bet,’ UBS CEO warns as markets panic

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Investors are “selling America” in spades Tuesday: The 10-year Treasury yield is at its highest point since August; the U.S. dollar slid; and the traditional safe-haven metal investments—gold and silver—surged once again to record highs.

The CEO of UBS Group, the world’s largest private bank, thinks this market is making a “dangerous bet.”

“Diversifying away from America is impossible,” UBS Group CEO Sergio Ermotti told Bloomberg in a television interview at the World Economic Forum in Davos, Switzerland, on Tuesday. “Things can change rapidly, and the U.S. is the strongest economy in the world, the one who has the highest level of innovation right now.” 

The catalyst for the selloff was fresh escalation from U.S. President Donald Trump, who has threatened a 10% tariff on eight European allies—including Germany, France, and the U.K.—unless they cede to his demands to acquire Greenland.

Trump also threatened a 200% tariff on French wine and Champagne to pressure French President Emmanuel Macron to join his Board of Peace. Trump’s favorite “Mr. Tariff” is back, and bond investors are unhappy with the volatility.

But if investors keep getting caught up in the volatility of day-to-day politics and shun the U.S., they’ll miss the forest for the trees, Ermotti argued. While admitting the current environment is “bumpy,” he pointed to a statistic: Last year alone, the U.S. created 25 million new millionaires. For a wealth manager like UBS, that is 1,000 new millionaires a day. To shun that level of innovation in U.S. equities for gold would be a reactionary move that ignores the long-term innovation of the U.S. economy. 

“We see two big levers: First of all, wealth creation, GDP growth, innovation, and also more idiosyncratic to UBS is that we see potential for us to become more present, increase our market share,” Ermotti said. 

But if something doesn’t give in the standoff between the European Union and Trump, there could be potential further de-dollarization, this time, from Europe selling its U.S. bonds, George Saravelos, head of FX research at Deutsche Bank, wrote in a note Sunday. Indeed, on Tuesday, Danish pension funds sold $100 million in U.S. Treasuries, allegedly owing to “poor” U.S. finances, though the pension fund’s chief said of the debacle over Greenland: “Of course, that didn’t make it more difficult to take the decision.” 

Europe owns twice as many U.S. bonds and equities as the rest of the world combined. If the rest of Europe follows Denmark’s lead, that could be an $8 trillion market at risk, Saravelos argued. 

“In an environment where the geo-economic stability of the Western alliance is being disrupted existentially, it is not clear why Europeans would be as willing to play this part,” he wrote. 

Back in the U.S., the markets also sold off as the Nasdaq and S&P both fell 2% Tuesday, already shedding the entirety of Greenland’s value on Trump’s threats, University of Michigan economist Justin Wolfers noted. Analysts and investors are uneasy, given the history of Trump declaring a stark tariff before negotiating with the country to take it down, also known as the “TACO”—Trump always chickens out—effect. Investors have been “burnt before by overreacting to tariff threats,” Jim Reid of Deutsche Bank noted. That’s a similar stance to the UBS bank chief: If you react too much to headlines, you’ll miss the great innovation that’s pushed the stock market to record highs for the past three years.

“I wouldn’t really bet against the U.S.,” he said.



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