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AI Adoption Metrics Are Wrong: Measure Outcomes, Not Tool Usage

John Phillips of ServiceNow discusses why AI adoption is the wrong metric and how to measure work outcomes instead. Learn the importance of focusing on results, not tool usage, in this episode of You Should Know.

This discussion matters because it challenges the prevailing approach to measuring AI success in the workplace. As companies pour billions into AI tools, they risk wasting resources on technology that doesn't improve productivity or employee well-being. By shifting the focus from adoption rates to actual outcomes, leaders can better align AI investments with business goals and human performance. The insights from ServiceNow's John Phillips offer a roadmap for cutting through the chaos of fragmented AI agents, ultimately helping organizations achieve real gains and avoid the 'train wreck of productivity' that many are facing today.