As the Customer Operations Enablement Manager at SiteMinder, Scott Donnelly is responsible for driving outcomes for his team and customers through technology, process, and experience improvement. He believes that empathy, context, and patience are essential in great customer service, and that working in this field has taught him to be patient and kind to others. Scott's ideal AI sidekick would be Marvin the Paranoid Android from The Hitchhiker's Guide to the Galaxy, due to its brilliant mind and positive outlook. Despite being a fan of Radiohead, he acknowledges that artificial intelligence can never replicate human-like experiences, such as making mistakes that lead to creative ideas. Scott has had his share of embarrassing moments in customer service, including forgetting to mute and yelling at his dog. He wishes people knew that there are many good moments every day in customer service, which far outweigh the not-so-good ones. If he were to write a book about his experiences, it would be titled "Customer service and Radiohead: How I went through my life only knowing lots about two distinct things and somehow managed to cram both of them into this 900-page novel that is not at all long-winded and strange."