Future Leaders Must Be Relentlessly Optimistic Says Bill McDermott, CEO of ServiceNow
By: Jacob Morgan
Tags: Leadership, Future Of Work, Humanity, Optimism, Business Strategy

Knowledge, communication, humility, and other skills are important for future leaders, but it really all comes down to one mindset: optimism.

That’s according to Bill McDermott, CEO of Service Now. He believes relentless optimism is one of the best attributes a leader can have.

Bill’s journey to leading a major tech company started when he bought the Amityville Country Delicatessen in Long Island when he was 16. That business helped him pay for college and taught him valuable skills about leading a business and managing people.

Today, he is widely considered one of the best leaders in the world. Bill transformed SAP during his tenure as CEO, increasing the market value from $39 billion to a staggering $156 billion. The company has grown to more than 100,000 global employees. In 2019, Bill left SAP and is now CEO of cloud software company ServiceNow.

I was able to talk to Bill for my book, The Future Leader, and greatly appreciated his insights into how the world of work is changing and how leaders need to remain optimistic as they evolve.

Using Technology To Become More Human

Looking towards the future, many people are scared of technology taking over their jobs or making organizations less human, but Bill has a more optimistic approach. He believes leaders need to realize the potential and possibility of using technology to help us become more human.

Bill told me this: “AI and machine learning create so much anxiety, but they also provide incredible opportunity. There can be no fear. We need to be optimistic about the exciting possibilities that result when people and machines work together. Emerging technologies can liberate people from routine and dangerous labor, allowing a shift to higher-value tasks that only humans can do, ultimately making them more effective and happier. In the end, it is a better experience. Machines can’t dream. Only people can.”

Leaders can’t afford to be crippled by fear of AI or new technology. They have to find ways to integrate technology into their existing systems to replace those mundane or repetitive tasks. Every company in every industry has tasks that can be replaced by technology without causing humans to lose their jobs. It actually gives people more room to focus on the uniquely human aspects of their jobs, like creativity or building relationships.

Leaders set the tone for how their employees and organizations think about the future of technology. If a leader is scared or timid, that same attitude will be reflected in employees. But if a leader realizes the potential of technology and finds ways for people and machines to work together like Bill suggests, that positivity and optimism will radiate through the organization. And those are the companies that will lead their industries in the future of work.

“We must remain totally open to the possible,” Bill said. “When you embrace the change and create solutions and processes that address our evolving world and needs, that is a winning formula.”

Leadership is changing. What are the skills and mindsets you need to master in order to lead in the new world of work? According to over 140 of the world’s top CEOs there are 4 mindsets and 5 skills that leaders need to master. Learn what they are and hear directly from these leaders by downloading the PDF here.

Setting An Effective Vision

Aside from technology, one of the other most important parts of a leader’s role is to set the vision. Bill believes leaders owe their people a compelling vision and a clear strategy, without which the people simply work harder and dig a deeper ditch to nowhere.

Vision is what sets the tone and gives employees purpose and meaning in their work. It gives the company something to strive for as a group and creates a more engaged workforce.

“Once the vision is established, you must communicate that vision clearly and often,” Bill said. “The goal is to unleash people to live up to their greatest potential. That most often occurs when people do work they actually love.”

Bill knows a thing or two about vision. In 2015, he took a major fall and lost his left eye. Now facing limited eyesight, Bill knows that vision isn’t just what you can see. It’s the strength, resolve, and passion to keep working towards the future. That’s what leaders need to instill in their organizations with their words and actions.

Bill believes that setting a strong vision leads to cost-savings for a company, but so much more, including more innovation, optimized operations, more personalized customer services, and an enhanced customer experience.

From vision to technology, the most crucial mindset for future leaders is optimism. When leaders have a positive view of the possibilities for the future instead of getting bogged down by negativity, they can find unimaginable growth and progress.

Bill summed it up when he said this: “Never underestimate the power of relentless optimism. Challenges create opportunity. We must think boldly and create the solutions others view as impossible.”