Episode 349 - Paul Turley, general manager, ServiceNow Ireland

Today we’re tackling a problem that every consumer and every business leader can relate to: why is customer service still so frustrating in an age of AI, automation and digital transformation?Despite years of investment in technology, new research from ServiceNow reveals that Irish consumers are losing an astonishing 284 million hours every year dealing with customer service issues. Even more striking, nearly half of consumers say they would switch brands after just one poor customer service experience.So what’s going wrong? Why are businesses still struggling to deliver seamless customer experiences? And with AI dominating boardroom conversations, are companies focusing on the right solutions—or simply adding more complexity to already broken processes?To help us unpack these questions, I’m joined by Paul Turley from ServiceNow, a company at the forefront of helping organisations modernise customer service and employee experiences through digital workflows and AI-powered solutions.In our conversation, we’ll explore why customer service remains one of the biggest pain points for consumers, the common mistakes organisations are making in their AI and customer experience strategies, and the practical steps businesses can take to improve service without committing to massive technology budgets.Visit www.thinkbusiness.ie for more news and supports for start-ups and SMEs in Ireland. If you want to start and grow a business, ThinkBusiness.