Spanish telco's U.K. brand, O2, says it doesn't need as many call center staffers to help customers since the rise of the smartphone. But its plans for dealing with that change have been fiercely attacked.
The Business of Going DigitalDigital business isn't about changing code; it's about changing what legacy sales, distribution, customer service, and product groups do in the new digital age. It's about bringing big data analytics, mobile, social, marketing automation, cloud computing, and the app economy together to launch new products and services. We're seeing new titles in this digital revolution, new responsibilities, new business models, and major shifts in technology spending.