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

The August 24, 2026 episode of You Should Know, hosted by Ryan Leary and William Tincup, welcomes John Phillips, Group Vice President of Employee Experience at ServiceNow, for a candid conversation about why AI adoption is being measured the wrong way. Phillips argues that counting tool usage misses the point entirely. What matters is whether jobs get done faster, with less friction, and with better outcomes for both the employee and the business. The discussion lands as CHROs face growing pressure to prove AI productivity gains across increasingly fragmented technology stacks.

Across roughly an hour, the conversation moves through several distinct threads pulled directly from Phillips' work leading ServiceNow's employee workflows business:

• Why the current AI landscape is a train wreck of productivity caused by every system of record shipping its own agent.
• The two-sided value exchange between employee and employer, and what happens to the 23 hours a tool claims to save you.
• Discretionary effort versus engagement surveys, and why hyper-personalization beats one-size-fits-all pulse data.
• The pre-COVID versus post-COVID collapse of work boundaries, burnout, and the am I enough internal dialogue.
• ServiceNow's AI control tower vision as an agentic overlay that stitches together 15 LLMs and 100 systems.

Phillips is blunt about where the industry sits today. Every system of record is now got their little AI agent and it's creating chaos for these practitioners, he tells the hosts. We're watching this like train wreck of productivity. On measurement, he predicts a fast pivot: We're going to quickly stop talking about AI adoption as tool usage, and we're going to start looking at the outcomes and jobs to be done. On human performance, he adds a line that resonates with both hosts: High performance has both extreme focus and extreme recovery. It's in any environment, the highest performers in the world have those things.

The episode digs into ServiceNow's approach of layering an agentic companion across existing systems rather than ripping and replacing them. Phillips describes customers arriving with eight purchased AI tools plus one they built themselves, none of which talk to each other. He connects this to a broader philosophy shaped by time spent in refugee camps, arguing that skills and talent is universal and opportunity is not. Tincup revisits his long-standing critique of engagement surveys, pushing Phillips on whether discretionary effort is the truer metric, while Leary shares a personal saga of applying to Home Depot and never receiving so much as an acknowledgment email.

About You Should Know

You Should Know, part of the WRKdefined Podcast Network based in Arlington, Texas, is co-hosted by Ryan Leary and William Tincup. The show tackles pivotal leadership challenges shaping the modern workplace, from AI and workforce dynamics to career mobility and hiring technology. With more than 3.9 million verified monthly listeners, it delivers unfiltered conversations for people invested in the evolving world of work. The episode with John Phillips of ServiceNow is available now wherever podcasts are heard.