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>When ChatGPT debuted in November 2022, McDermott joined his executives around a boardroom table and they played with the chatbot together. From there, he made a quick decision. “Bill’s like, ‘Let me make it clear to everybody here, everything you do: AI, AI, AI, AI, AI,’” recalled Tzitzon, the ServiceNow vice chair.
>To begin a customer meeting on AI, McDermott has asked his salespeople to do what amounts to their best impression of him: Present AI not as a matter of bots or databases but in grand-sounding terms, like “business transformation.
>During the push to grow AI, McDermott has insisted his managers improve efficiency across their teams. He is laser-focused on a sales team’s participation rate. “Let’s assume you’re a manager, and you have 12 direct reports,” he said. “Now let’s assume out of those 12, two people did good, which was so good that the manager was 110% of plan. I don’t think that’s good. I tell the manager: ‘What did the other 10 do?’”