A lot of us are still in "will this actually work" mode with AI agents. Meanwhile, they're already doing entire categories of work—at scale, at Fortune 500 companies. Cat Goetze spent three days at Knowledge 2026 watching how the best companies actually think about this. Spoiler: the gap between the ones who have it figured out and the ones who don't is already the biggest competitive divide over the next five years. Watch her break down the three things worth paying attention to—and why ServiceNow's AI Control Tower is the piece most companies are missing.