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It is O ’ Neill ’ s firm belief that when individuals are empowered , it directly enhances the experience for both employees and customers alike .
Describe the expectations and pain points of your end customers ?
One major challenge is the inefficiency of manual processes , where employees are bogged down by repetitive tasks like data entry , incident handling , and customer inquiries . These tasks slow down response times and increase the risk of errors . ServiceNow ’ s AI-powered automation can handle such tasks more efficiently , speeding up workflows and reducing error .
It is O ’ Neill ’ s firm belief that when individuals are empowered , it directly enhances the experience for both employees and customers alike .
Another pain point is the lack of personalised and context-aware support . Traditional systems often struggle to understand the context of requests or provide relevant , timely responses . Generative AI capabilities built into the now platform can analyse vast amounts of data and generate real-time , customised solutions for both employees and customers , improving service quality and satisfaction .
Additionally , organisations often face challenges with data overload and inconsistent decision-making . The Now Platform enhances decision-making by breaking down silos and synthesising data across departments , offering insights that drive smarter , more informed actions . This capability is especially crucial for enterprises dealing with complex , cross-functional workflows , enabling more effective collaboration .
Ultimately , ServiceNow ’ s Generative AI capabilities enable smarter automation , personalised experiences , and data-driven insights , addressing inefficiencies , improving response times , and enhancing overall productivity across the enterprise .
Which non-competitive business in the region do you admire for innovative usage of technology ?
Which aspects of your job role do you find rewarding and which challenging ?
In his role , O ’ Neill finds it particularly rewarding to see team members grow , develop new skills , and advance in their careers . And according to O ’ Neill , this creates a flywheel effect , when individuals thrive , they tend to deliver exceptional service , which directly benefits customers , helping them unlock the full capabilities of the Now Platform . And at the same time , ServiceNow is able to grow its business and expand its footprint across the region .
ServiceNow ’ s pace of growth presents a welcome challenge . O ’ Neill believes that the potential for ServiceNow in the region is immense , particularly given the company ’ s Generative AI value proposition . But to ensure the local team can capitalise on this opportunity , O ’ Neill must ensure that the right cadence , structure , and strategic blueprint are in place .
Balancing rapid expansion with maintaining high performance and customer satisfaction requires careful planning and execution , making it a complex , yet invigorating aspect of the job .
O ’ Neill admires e & for its innovative use of technology , particularly in its efforts to drive digital transformation across the region . According to O ’ Neill , e &’ s investments in 5G , AI , and IoT have not only enhanced their telecom services but have also enabled smart city initiatives , digital healthcare solutions , and enterprisegrade digital platforms .
How do you best like to de-stress and re-charge off work ?
If you asked O ’ Neill this a year ago , he would say it was travelling with his wife , living in the UAE has afforded them the luxury of being just a flight away from several destinations on their bucket list .
Their forward-looking approach to leveraging emerging technologies to improve connectivity , customer experience , and operational efficiency has made e & a key player in the Middle East ’ s digital evolution . O ’ Neill finds their agility in embracing digital innovation truly commendable .
But just over a year ago , O ’ Neill and his wife had a little girl and spending time with her , whether it be at the start of each morning while he sips an espresso and readies for the work day , or out in Dubai on the weekends , introducing her to new activities and sights and sounds , brings O ’ Neill utmost joy and fulfilment . p
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