ServiceNow CEO Bill McDermott is drawing a hard line against Wall Street's fears that AI will make enterprise software obsolete. In a pointed defense during Wednesday's earnings call, McDermott argued that AI companies "don't do what we do" - signaling how traditional software giants plan to survive the automation wave reshaping their industry.
ServiceNow is taking a stand. CEO Bill McDermott delivered a forceful pushback against the growing narrative that AI will steamroll enterprise software companies, using Wednesday's earnings call to draw battle lines in what's becoming the industry's defining debate.
"The world's going to benefit from the large language model providers, but they don't do what we do," McDermott told CNBC's Jim Cramer, his tone suggesting he's heard this existential question one too many times. The comment came as ServiceNow shares surged more than 4% in after-hours trading following better-than-expected quarterly results.
McDermott's confidence isn't just corporate bravado - it reflects a calculated bet that complexity will be enterprise software's saving grace. The CEO pointed to ServiceNow's work with clients like the National Hockey League, FedEx, Ulta Beauty, and AstraZeneca as proof that AI can't simply replace decades of specialized workflow management.
"Those agents are being sold into silos, and that's the very reason why AI won't work," McDermott said, taking direct aim at the agentic AI systems that some investors fear could automate away his company's core business. "AI is a cross-functional sport."
The comment reveals the strategy emerging across enterprise software: embrace AI as a partner, not a replacement. McDermott emphasized that ServiceNow has "integrated with all three" major cloud providers - Amazon, Microsoft, and Google - positioning the company as a cooperative player rather than a competitor in the AI ecosystem.
But McDermott's most pointed defense centered on what he sees as AI's Achilles heel: legacy complexity. He specifically called out regulatory environment processes for financial services firms running "decades-old technology" as examples where human-designed workflows remain irreplaceable. It's a shrewd argument that positions ServiceNow not as a dinosaur, but as the essential bridge between AI's promise and enterprise reality.
The timing of McDermott's comments isn't coincidental. Wall Street has been increasingly nervous about enterprise software's long-term prospects as AI capabilities expand. Companies across the sector have watched their valuations compress as investors question whether automated models might eventually handle the workflow management, asset tracking, and security functions that generate billions in recurring revenue.
