When a company is as large as AT&T and has a legacy that dates back nearly 150 years, you might think that it’s difficult for the brand to adapt and innovate. Maryanne Cheung, the VP of ecommerce at AT&T, is here to tell you you’re wrong. On this episode, she details all the ways that AT&T has been able to change with the times in order to serve today’s more digitally-focused customers.
Tune in to learn:
- How AT&T evaluates change (3:00)
- Small bets that have made a big impact (5:00)
- The omnichannel mix at AT&T (9:50)
- Some predictions for the next five years (14:45)
- Outside of customer service, how does AT&T separate itself from competitors? (19:45)
- What is the future of call centers? (28:45)
- What keeps work exciting? (38:45)
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