FinTech AI: Performance & Service Boost w/ Global Payments CIO Shannon Johnston | Technovation 874

In the realm of payments, integrating an AI assistant can significantly streamline operations and ease the burden on support teams handling common customer inquiries. In this installment of Technovation, Shannon Johnston, Senior Vice President and Chief Information Officer at Global Payments, explores the company's focus on enhancing internal capabilities and automating processes. Specifically, she delves into the utilization of chatbots for customer service and co-pilots for development teams. Shannon highlights the benefits of these technologies in boosting performance and improving both customer and employee experiences. Additionally, she outlines the implementation of GenAI tools within her organization, stressing the importance of security and privacy. Looking ahead, Shannon discusses the ongoing evolution and refinement of these initiatives while reflecting on the key factors driving her career success.

00:00 Introduction
01:47 Overview of Global Payments
02:53 Transition to CIO Role
04:40 Focus on Simplicity and Transparency
09:53 Generative AI in Global Payments
13:05 Data Sovereignty and Cloud Partnerships
14:56 Supporting Small and Medium-Sized Businesses
18:01 Sponsorship and Mentorship for Women in Tech
20:22 Future Trends and Employee Experience
22:44 Secrets to Success
25:17 Final Remarks

An audio-only version of this interview is available as episode 874 of Metis Strategy’s podcast, #Technovation with Peter High. Learn more at http://bit.ly/Technovation-874.

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