In this Unfiltered Stories episode, Hansa Iyengar sits down with NewRocket CEO Harsha Kumar to dismantle the AI hype and get real about how enterprises can drive outcomes, not just experiments. The conversation zeroes in on building AI you can trust, redefining services as software, and what enterprise leaders must do now to avoid becoming irrelevant in the AI-first era.

The key takeaway from the discussion includes:

• AI is disrupting both low-end and high-end IT services models.
• Intelligent agents are transforming workflows, but you must design them right.
• Trust is the new differentiator for AI.
• Leaders must treat AI as a new operating model, not a side experiment.
• The ROI conversation must shift from cost savings to value realization.

Enterprise leaders who treat AI as a science experiment will lose to those treating it as a new business operating model. The pilot phase is over—budget for AI, train for AI, and build for scale—or prepare to be disrupted.

Also, check the HFS market impact report: “Reinvent your ServiceNow service model with agentic AI”, here: https://www.hfsresearch.com/research/servicenow-services-model/