“ One of the big changes is we ’ ve moved away from a big screen onto mobile which is now a combination of touch and voice ,” McGloin says . “ My 16-year-old daughter will sometimes voice-text her friends , and won ’ t bother typing into Google … they can now just activate Siri , for example , to ask a question . The interface is part of the conversation … that ’ s what ’ s interesting to me .
“ One of the few areas that has not been impacted by digital transformation is customer service ,” McGloin argues . “ We ’ re still very much voice centric , waiting on hold . With live chat – which is 20 years old and has resurged in the past five years – you still have to have staffing , and
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