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Cameron MacQuarrie
Business Transformation Director @ ServiceNow | Putting AI to Work
Cameron MacQuarrie is a seasoned professional with extensive experience in business transformation and technology. He currently serves as the head of customer transformation at ServiceNow, a position he has held since 2021.12
Professional Background
Before joining ServiceNow, MacQuarrie worked with several global corporations, including:
- Cisco
- ING
- Barclays
- TEDx
In these roles, he focused on innovating and evolving technologies and relationships with customers and stakeholders.1
Expertise and Contributions
MacQuarrie has over 25 years of experience in transformation roles, particularly at the intersection of strategy and technology.2 His expertise extends to environmental, social, and governance (ESG) matters, as evidenced by his current involvement with the IFRS Foundation.
IFRS Foundation Involvement
A significant aspect of MacQuarrie's professional profile is his membership in the IFRS Foundation's Technical Working Group on Climate Disclosures.13 This group plays a crucial role in developing and implementing technical work related to climate-related financial disclosures.
Current Focus
In his role at ServiceNow, MacQuarrie advises business leaders on how to meet ESG demands by leveraging technology. He emphasizes the importance of using technology to create a more sustainable, equitable, and ethical world.1 His work involves helping organizations navigate the increasing pressures and regulatory requirements related to ESG reporting and performance.
Cameron MacQuarrie's LinkedIn username is cameron-macquarrie, as mentioned in the query.
Highlights
A genuine pleasure to attend The Times CEO Summit, a carefully curated panel of guests and warmly executed by the experts from The Times
The main theme was searching for growth: how UK companies can get ahead in an era of AI, economic stagnation and political upheaval.
The tone was positive from all of the speakers, creating a palpable air of optimism in the audience, thoughtful insights from Allison Kirkby the new boss of BT Group, CS Venkatakrishnan Barclays chief executive and Alex Mahon from Channel 4 who summed up the day for me “We need to be proud. We need to work in partnership with government because we won’t get there with business and government being opposed.”
I was honoured to spend a few minutes with Rt Hon Rachel Reeves at the close of business, where a partnership between government and business felt within reach.
BT Group and ServiceNow are putting #GenAI to work across customer service operations, where we summarise conversations, case activities, and work notes to drive next best actions, which means
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33% reduction in mean time to resolution for BT teams.
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55% decrease in the time taken for BT agents to generate case summaries.
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