In this blog post, we’ll continue our conversation with Saurabh Saxena, the Executive Vice President for Global Operations and Services at AT&T Business. We’ll delve into the challenges of consumer-driven disruption and the impact of technology on businesses and their customers.
The Study on Consumer-Driven Disruption
Saurabh Saxena shares insights from a recent study conducted by AT&T Business, which was driven by the company’s cultural tenet of leading with listening. The study aimed to understand the shift in consumer expectations and behaviors in the age of the customer. Key findings from the study include:
- Customers now demand stability, speed, quality, and innovation.
- They want to be co-creators and participate in a collaborative manner with businesses.
- The demand for speed, simplicity, and proactive care remains constant.
Infusing Technology into Business Operations
As a former CIO, Saurabh Saxena highlights the challenge of infusing technology into business operations. He emphasizes the importance of a holistic transformation framework that focuses on people, process, technology, and culture. The approach includes:
- Upgrading technology while simultaneously changing processes and upskilling employees.
- Utilizing a range of technologies, from robotic process automation to software-defined networking, to drive end-to-end flow through and automation.
Impact of Technology on Customers
Saurabh Saxena shares examples of how technology has made a real difference for AT&T Business customers:
- FirstNet, a dedicated mobile network for first responders, has been instrumental in enabling faster and more agile emergency response services.
- The deployment of software-defined wide area networking has helped a global customer in Europe identify app interference and improve the performance of their point of sale systems.
Actionable Insights for Businesses
Saurabh Saxena offers actionable insights for businesses looking to navigate the challenges of consumer-driven disruption:
- Create a transformation framework to infuse change into all aspects of business and operations.
- Engage the hearts and minds of employees, adopting a servant leadership approach and involving them in the ideation, development, and change management phases.
- Cultivate a culture that is customer success-obsessed, prioritizing the customer’s lens in all business decisions.
In conclusion, the conversation with Saurabh Saxena sheds light on the evolving landscape of consumer-driven disruption and the critical role of technology in meeting customer expectations. As businesses navigate these changes, the focus on transformation, employee engagement, and customer-centricity will be key to driving success in the age of the customer.
