In a recent interview with Qantas Magazine (page 214), our Chief Digital & Technology Officer, Rohan Khanna, reflected on his learnings from the past 12 months and the focus for the year ahead for Probe Group’s people, clients and their customers.
What has reshaped your perspective most over the past year? And how has it influenced your priorities?
The past year has been a masterclass in volatility for our clients in all sectors. At Probe Group, we’re going back to basics in terms of our relationships, culture, personal touch, trust and integrity. We can’t operationalise great innovations for our clients if we don’t have the right foundations so right now we’re strengthening our social capital.
Rohan Khanna with Sanj Ahuja (CEO, Probe Group)
As a growth leader in our sector, we’re investing in psychological safety and giving our people the ability to experiment, fail and retry. Nobody has all the answers and we need to provide a safe space as we figure it out together. It’s been about radical simplification, too – making things simple for our people and clients, who we know are facing cost pressures.
How has your thinking changed when it comes to risk, growth and transformation? How are you institutionalising that learning across the company?
Everything we’re doing with AI sits in the middle of risk, growth and transformation. If we wait to be 100 per cent certain before we move, we’ll get left behind. Managing the balance between momentum and risk in a way that allows us to move forward quickly requires a velocity of decision-making. To do that, we need absolute clarity about goals across the organisation so that everyone can make decisions.
We’re instilling an owner mindset to enable quick decision-making at the edge of the organisation. Our own transformation requires actively unlearning how we’ve done things for years. We have all these AI tools now and we have to re-architect our way of working to make the most of them.
As markets and technologies evolve at pace, where are you doubling down and where are you choosing restraint?
We aim to build the most impressive, thought-through and responsible orchestration of humans and AI for contact centres. If an interaction from one of our clients’ customers shows hardship or vulnerability, it’s swiftly recognised that a human is best placed to pick up the conversation rather than an AI agent. The technology is evolving but adoption is lagging – we’re helping our clients join the journey in a safe way.
Success involves elevating the moments that matter by combining digital proficiency with human empathy. Probe Group is a perfect mix of more than 9500 people leading AI-driven technology solutions while prioritising genuine connection.
What will success look like in a year from now?
Success involves elevating the moments that matter by combining digital proficiency with human empathy. Probe Group is a perfect mix of more than 9500 people leading AI-driven technology solutions while prioritising genuine connection.
Beyond commercial performance, success is defined by our ESG impact: creating positive change within our global communities. We are committed to leaving a lasting legacy by supporting essential infrastructure and services, such as healthcare, clean water and education, while driving meaningful innovation.
Ready to elevate your CX? Meet Rohan and our exceptional team today.
