When we think of digital transformation, it’s our people who come to mind – individuals shaping the future of customer experience. At ArvatoConnect, we’re proud to shine a spotlight on our ‘future shapers’, the innovative minds driving the next generation of customer-centric technology. This series celebrates those who are shaping the future with their expertise, ideas, and passion for tech.
Meet Connor Bennett-Mccabe, a Quality Assurance Specialist at ArvatoConnect, whose passion for AI and automation is transforming the way we serve customers.
Q: What excites you most about the role of technology in transforming customer experiences?
Connor: Advances in technology, particularly AI, excite me because they allow us to provide faster, higher-quality customer support. AI enables more personalised customer experiences through advanced support networks and guidance, truly transforming the customer journey.
Q: How do you see AI and automation evolving in the next 5 years?
Connor: AI will completely reshape customer services. I can see basic customer requests, such as detail changes or general inquiries, being fully automated. More complex requests will be partially automated with AI integration, ensuring customers receive support throughout their entire journey.
Q: What advice would you give to businesses looking to adopt digital transformation?
Connor: Employees are a business’ greatest asset. Utilise their creativity and skills, empower them to innovate, and always focus on improving the customer experience. Set clear goals and make sure each step of your transformation is designed to enhance customer satisfaction.
Q: What trends are you currently seeing in the digital landscape that will impact both public and private sectors?
Connor: AI integration is the biggest trend I’m seeing. If used correctly, it has the potential to save time, reduce costs, and significantly boost overall satisfaction in both public and private sectors.
Q: How do you balance customer-centricity with digital innovation in your work?
Connor: The key is to always keep the customer experience front and center. Whether it’s a direct impact on customers or an innovation that supports our agents, the ultimate goal is a smoother, more seamless experience for everyone involved.
Q: What is a piece of tech you think is underrated, but has huge potential?
Connor: I think Microsoft Power Virtual Agents is a game-changer. This software has massive potential to provide real-time support for agents, reducing wait times and confusion. It can improve both the customer and agent experience, leading to faster, more efficient support.
Q: How do you stay updated with the rapidly changing tech world?
Connor: I make a habit of constantly learning and researching new advances. Whether it’s diving down a digital rabbit hole or upskilling myself, I always look for ways to innovate and improve the world around me.
Connor’s enthusiasm for AI and digital transformation is shaping the future of customer experience here at ArvatoConnect. Stay tuned as we continue to spotlight more of our ‘future shapers’ in upcoming TechTalks!
