Changing digital usage drives need for radical transformation in mobile operators
dtac’s Head of Transformation shares how fast-changing consumers are pushing organizations to adapt Due to the pandemic, consumer behaviors are changing more rapidly than ever Organizations must accelerate their digital transformation to meet customer expectations for better services, more flexibility and greater personalization. Driven by new ways to shop and work online that bloomed during lockdowns, mobile data usage in Thailand nearly doubled in 2020, reaching 20GB per person per month. To keep up, mobile operators must invest heavily in their networks. And they must do so while maintaining affordability. In this context, the sustainability of network operators will depend on their ability to transform and deliver services beyond basic connectivity. To understand how dtac is navigating this dilemma, dtacblog spoke to David Uhlenbrock, dtac’s new Head of Transformation and Business Development. Digital First “Digital transformation has been a hot topic for years. But there’s this misconception that you do it once and then you’re done. In fact, we will always need to transform ourselves,” said Mr. Uhlenbrock. “As usage of digital channels grows, dtac’s ways of work must be simpler and more automated to deliver on the speed and experience customers expect. This isn’t new. But with the…