Maryanne Cheung, AT&T's VP of E-commerce, emphasizes the company's adaptability despite its long history. She discusses how AT&T evaluates change and regularly adopts innovative strategies to connect with digitally inclined customers. Cheung highlights the success of smaller, calculated initiatives that enhance customer service and satisfaction. Additionally, she outlines AT&T's omnichannel approach, which integrates various customer interaction channels to foster engagement. Looking ahead, Cheung shares insights on future call centers and predictions for the next five years, underlining AT&T's commitment to remaining competitive in a rapidly evolving market.
AT&T believes in actively evaluating change in order to stay relevant and build customer loyalty by adapting to the evolving digital landscape.
Small bets at AT&T have proven significant, highlighting their strategy of taking calculated risks to innovate and enhance customer experience.
The omnichannel approach at AT&T allows them to blend various digital and physical customer interactions, ensuring seamless service and engagement.
Looking ahead, AT&T anticipates transformative changes in the call center industry, fostering a more robust relationship between customers and brand.
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