Video: Small subtleties give you disruption clues

Harmeen Mehta, Global CIO and Head of Digital at Airtel discusses a digital strategy that’s reactive to the consumer. “It’s not only about what they’re doing and what they’re wanting, but also about understanding their behavior and seeing that change.”

How digital are customers’ interactions with telcos?

The short answer for most is not digital enough. From Alibaba to Uber, customers’ appreciation of simplicity, speed, convenience and the best prices has fueled the fastest-growing and most valuable businesses in history. Legacy aside, telcos are failing to meet many customers’ expectation because they misunderstand them.

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