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Most companies deploying AI are making the same mistake. They are using it to do what they already do, faster and cheaper, and then wondering why the return on investment does not materialize. Dave Wright calls this the iteration trap, and breaking out of it is the central argument of his new book, Infinite, co-written with ServiceNow futurist Brian Solas. As chief innovation officer at ServiceNow, Wright has watched the company grow from 300 employees to 30,000, worked alongside every CEO the company has ever had, and spent decades building the actual systems that run inside thousands of the world's largest corporations. His perspective on AI is not theoretical. It is grounded in what happens when organizations stop asking how to automate what they already do and start asking what they want to become. The difference between those two questions, Wright argues, is the difference between AI as an incremental efficiency tool and AI as a genuine operating model for business reinvention.
On this episode of The Reboot Chronicles Podcast, we sit down with Dave Wright, chief innovation officer at ServiceNow, to unpack why most AI strategies are failing before they start, how IKEA turned a customer service automation project into a billion euro revenue stream, what a hybrid workforce of humans and agents actually looks like in practice, why every company needs a chief workflow officer, and what it means to lead innovation inside one of the fastest growing enterprise software companies in the world. Wright also shares what he has learned from working under four very different CEOs and why the chief innovation officer might be both the best and worst job in any company.
