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How AT&T Embraces Change to Meet Shifting Customer Expectations

Photo by Rubaitul Azad on Unsplash
  • 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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