As part of our TechTalks series, we’re highlighting ArvatoConnect’s ‘future shapers’ – the experts who are leading the way in digital transformation.
Today, we’re excited to feature Mike Stewart, Head of Digital Practice, whose work embodies the power of technology to elevate customer experiences and redefine industry standards.
Q: What excites you most about the role of technology in transforming customer experiences?
Mike: Technology enables us to deliver highly personalised experiences. AI and machine learning allow us to analyse customer data in real-time, tailoring recommendations, offers, and communications. This not only enhances customer satisfaction, but makes them feel valued and understood. I’m particularly excited by the role AI-powered chatbots and virtual assistants play in providing instant, 24/7 support – resolving queries quickly and efficiently to improve the overall customer experience.
Q: What is a recent project or innovation you’re particularly proud of?
Mike: I’m proud of every project we undertake, as each one brings clear benefits to our clients. One project that stands out is our work with the Wales Air Ambulance Trust. By freeing up staff to engage more meaningfully with charity supporters, we helped drive donations and support a fantastic cause.
Q: How do you see AI and automation evolving in the next 5 years?
Mike: We’re moving toward a society where people and AI-powered systems will coexist, complementing each other’s strengths. AI will be integral to major societal changes – everything from entertainment to education is evolving. We’re already seeing AI helping with tasks like speech and presentation support, meeting summaries, and even influencing strategic decisions. In customer service, I expect even greater integration of AI, with basic requests becoming fully automated and more complex queries supported by advanced AI throughout the entire experience.
Q: What advice would you give to businesses looking to adopt digital transformation?
Mike: Start small, but think big! For successful digital transformation, it’s essential to first identify your business needs and strategic goals. From there, create a comprehensive digital strategy that aligns with those goals. Involving a cross-functional team – including IT, Operations, Sales, Marketing, and Design – is crucial for a unified approach. Remember, finding the right technology is only part of the equation; selecting a trusted partner to guide the journey is equally important.
Q: Can you share a challenge you faced with a tech implementation and how you overcame it?
Mike: One of the initial challenges in our AI and automation journey was ensuring that we had buy-in from all key stakeholders. To overcome this, we created a governance team that included representatives from IT, Operations, HR, and Data Security. This approach allowed us to get approvals from all relevant departments, ensuring smoother implementation from the start.
Q: How does your team ensure data security and privacy when leveraging new technologies?
Mike: Data security and privacy are top priorities for us. We use several methods to protect sensitive data:
- Data encryption: We encrypt data in transit and at rest to prevent unauthorised access.
- Access controls: Strict access controls ensure that only authorised personnel have access to sensitive information.
- Regular audits: We conduct security audits and vulnerability assessments regularly to identify and address any potential weaknesses.
- Data minimisation: We collect only the data necessary for operations.
- Regulatory compliance: We keep up to date with relevant data protection regulations, including GDPR, to ensure compliance.
Q: What trends are you currently seeing in the digital landscape that will impact the public and private sectors?
Mike: Several trends stand out:
- Artificial Intelligence and Machine Learning: AI and ML are transforming everything from healthcare to customer service by enhancing decision-making and automating processes.
- Internet of Things (IoT): IoT is increasingly prevalent, providing real-time data for better decision-making. In the public sector, IoT supports smart city initiatives, while in the private sector, it enhances supply chain management.
- Sustainability and green tech: Both sectors are focusing on green technologies to reduce carbon footprints and promote sustainability.
- Digital inclusion: Bridging the digital divide is critical, ensuring equitable access to technology for all, especially in areas like education and healthcare.
Q: How do you balance customer-centricity with digital innovation in your work?
Mike: We’re committed to innovation that truly enhances the customer experience. We:
- Focus on understanding customer needs and ensuring each innovation adds value.
- Use data analytics to prioritise innovations that deliver the most benefit to our customers.
- Involve customers in the development process through beta testing and focus groups, allowing us to integrate their feedback early on.
Q: What is a piece of tech that you think is underrated but has huge potential?
Mike: AI for accessibility has tremendous potential yet remains underutilised. Tools that convert text to speech, provide real-time captions, or even translate sign language are invaluable for making technology more inclusive for people with disabilities.
Q: How do you stay updated with the rapidly changing tech world?
Mike: Staying updated is essential. I regularly follow tech news and blogs, subscribe to industry newsletters, participate in conferences, and enroll in online courses to stay on top of emerging trends and innovations.
Mike’s passion for digital transformation and customer-centric innovation is inspiring. As we continue to explore our TechTalks series, we’ll be showcasing more of the ‘future shapers’ at ArvatoConnect who are leading the charge in digital and customer experience.
