FinTech AI: Maximizing Performance & Customer Service with Global Payments CIO Shannon Johnston's Automation Strategies
Shannon Johnston serves as the Senior Executive Vice President and Chief Information Officer at Global Payments, a prominent global provider of payment technology and software solutions, boasting an annual revenue exceeding nine and a half billion dollars. With over eight years of tenure at Global Payments, Shannon assumed her current role approximately five months ago. Her journey within the company includes successive appointments as Divisional Chief Information Officer, alongside stints as Chief Digital Officer and Deputy CIO, a position she held for a substantial portion of the preceding year, during which she was being prepared for her present role as Global CIO. Under her stewardship, Global Payments is navigating a strategy characterized by simplicity and transparency. Shannon stands as a paragon of leadership for her team, particularly inspiring women within the organization to emulate her example. May 23, 2024874: 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.
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This episode is sponsored by Cisco’s Panoptica.
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