Published on May 13, 2026
For years, enterprise software has thrived under a stable hierarchy, with companies controlling customer interactions through their interfaces. Users navigated multiple dashboards and forms, while software vendors relied on increasing seat sales for growth. This traditional model has become the bedrock of many organizations’ operations.
Now, the introduction of AI agents is shaking this foundation. Employees can complete their tasks through natural language commands rather than cumbersome interfaces. This shift raises concerns among investors about the future viability of conventional enterprise software systems.
As stock valuations fluctuated in response to these fears, McDermott firmly asserted that AI will not render enterprise software obsolete. Instead, he contends that the focus will shift towards orchestration and collaboration between AI and human workers. ServiceNow’s projected revenue continues to climb, dispelling initial worries about AI disruption.
Investors remain wary, yet ServiceNow demonstrates sustained growth despite the perceived threat. McDermott’s firm stance on AI’s role emphasizes its potential to enhance operational processes rather than fragment established systems. As enterprises navigate this new landscape, the balance between human oversight and AI capabilities will define the software industry moving forward.
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