How global operations leader Sapna Jain made simplicity the cornerstone of a successful transformation Sponsored by servicenow
In a world of skyrocketing competition and complexity, simplicity is key. This is especially true in the telecommunications industry, where providers strive forSapna Jain, AT&T’s vice president of global operations and digital transformation leader.At AT&T, remaining competitive while navigating pandemic-related challenges hinged on the ability to quickly digitize their workflows.
Third, all that complexity was resulting in higher costs. We had to get those costs down to keep margins healthy.Over the years, after numerous mergers and acquisitions, AT&T had more than 6,000 applications in its ecosystem, supporting different digital workflows. Not all of them were talking to one another. We needed to make sense of that by starting with the customer experience we wanted to achieve and then using data to optimize processes.
Any effort like this has to bring people, processes, and technology together. Technology was certainly a part of transformation, but simplifying processes, focusing on people, and buildingWhen you have thousands of applications, data is everywhere. Trying to get to clean data from the right source, while cutting through the complex legacy stack, has been one of our biggest challenges.
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